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FAQ

How can I use your cashmere clothing e-commerce?

If you are new to our e-commerce, here's how to proceed with an order:

We look forward to having you with us. Select the item you want, choose the size and color, then click "add to cart". You now have the option to finalize your order by clicking on "cart" or continue shopping. Finally, you will need to enter your details to complete the order, choosing whether to create an account or continue as a guest. We suggest you sign up for quick access to all your information, such as your order history.

If you are already a registered customer, log in to your account and continue with your purchase or select your favorite product and add it to your cart.

Create your account

How can I determine my size?

Each product sheet includes the main measurements to help you choose the most suitable size. You can compare these measurements with those of your favorite garment or compare yourself with our size guide

We have an entire page dedicated to payment information. We recommend that you consult it.

Which couriers do you use?

We only use industry-leading express couriers. You will receive an email or SMS with the information to track your order.

For domestic and international shipments, we use GLS.

We can ship our products all over the national and international territory.

No problem, you can make the return.

There's no problem, you can return it. Click herethe and find out how to do it.

Refunds are made as soon as we receive the returned goods in their original packaging.

The refund will be made to the credit card used for the purchase.

Where can I find my registration or order email?

After placing an order or registering on our e-commerce, you will receive a confirmation email at the address provided.

The email contains your registration or order details.

If you can't find it in your inbox, also check your "Junk" or "Spam" folder.

If you can't find it there either, please contact our customer service for a new email.

Yes, you can change your shipping address through your account at any time.

Please note that if you have an order in progress with the old address, you will need to contact us to check if you are still in time to receive the shipment to the updated address.

For orders in progress, the new address you wish to provide must be in the same country as the one previously entered.

Thank you for your understanding.

You can easily cancel your order and receive a full refund, if the goods are in production or in our distribution center. If, on the other hand, you want to cancel an order that has already been shipped, you will be refunded the total amount of the products except shipping costs.

For more information, please see our "Terms of Sale" or contact customer service.

Reliability and Safety

Our goal is for you to be able to fully focus on the excitement of the gift you are about to receive.


When will my purchase arrive?

All our items are custom-made, so delivery times may be longer than with a regular online purchase.
Depending on the product you choose, your order will arrive within
3-15 business days. We'll keep you updated every step of the way, from order processing through to delivery.

The wait will be compensated by a product that will meet your expectations.


Shipping costs?





For more details, please feel free to contact our customer service.



Can I track my order?

Yes, you can easily track your order through your account.

We will also send you an email update once your order has been shipped.


I have ordered multiple items, will they all arrive at once?

Yes, we are able to bundle all your purchases into one shipment.


Can I change my shipping address?

Yes, you can change your shipping address at any time through your account.

If you already have an order in progress with the previous address, please contact us to check if it is possible to change the delivery address.

For orders that are already in progress, the updated address must be in the same country as the original address.

We appreciate your understanding.


How can I contact the courier?

The courier we use is GLS.

When your order is marked as "Completed", you will receive an email with the courier details and tracking code.

If you have any further questions, please do not hesitate to contact us.


My order is delayed, what can I do?

You can track the status of your order through your account.

In our business, delays can happen as all products are custom-made.

However, this allows us to offer you the best price.

We appreciate your patience and are confident that the wait will be worth it.


What happens if I am not present at the time of delivery?

The courier will try to contact you before delivery.

If you are not available, you can always arrange a next-day delivery with the courier.


I have checked the status of my order with the courier and it says it has been delivered, but I have not received it, what should I do?

It could be that the courier left your package with a neighbor if you weren't available.

If this is not the case, contact the carrier immediately to check the status of your delivery.


Can you leave my package with a neighbor?

Yes, we can do that.

You can choose to have the goods delivered to any location, as long as you specify this at the time of ordering.

We recommend that you choose a location where someone is present at the time of delivery.



Where do you handle orders?

Via fontanelle 23 – Castellammare di Stabia.





How long do I have to return a product?

From the date of receipt of your order, you have 14 days to decide whether to keep the product.

Please note that we have the option to exchange items or make exchanges (within production timeframes).

Alternatively, we will refund the price to you as soon as we receive the returned product.

Do I have to pay for return shipping?

For orders under €100, return shipping costs will be your responsibility.

For orders over €100, the return will be free only if you want to change color/size, make a partial return or convert the return into points from our ecommerce.

If you wish to return a complete order and request a refund, you will be responsible for the shipping costs. You can return the products via a courier or postal service of your choice or request a pre-filled return label for a fee, with an additional cost of €7 that will be deducted from your refund.

I want to return my order

Don't worry, you have 14 days from receipt of your order to proceed with the return.

Returning a product is as simple as buying it.

To start a new return request, please use our dedicated form.

How does the refund work?

Refunds are made as soon as we receive and check the returned merchandise in its original packaging.

The refund will be credited to the credit card used for the purchase.

If you have any questions, you can consult our "terms of sale" or contact our customer service.

I've changed my mind and want to keep the items, but I've already submitted a return request

We're glad you decided to keep your purchase.

Enjoy your new items and don't worry, you don't need to contact us.

I have received the wrong product, what should I do?

First, we apologize for the error.

It's not typical of our ecommerce.

We ask that you contact us to arrange your return and refund.

I have received a damaged product, what should I do?

We are sorry to hear that you have received a damaged product.

We understand the disappointment after the wait.

Our quality control examines each product before shipping, but sometimes errors can occur.

We invite you to contact us and send us some photos of the damaged product. This will help us solve the problem.

Our team will provide you with the most appropriate solution.

Can I return items from two different orders in the same box?

Yes, no problem

The important thing is that you inform us via customer service.

REQUEST A RETURN

To start a new return request, please use our dedicated form..

The safety of your shopping is our priority

We are committed to ensuring that our customers feel protected before, during, and after their online purchase.

What payment methods do you accept and which credit cards are allowed?

Our ecommerce accepts payments through credit cards and prepaid cards of the following circuits:

Mastercard, Maestro, Visa and Visa Electron, Paypal, Apple Pay, Google Pay, American Express, and PostePay.

We guarantee secure credit card payments through SSL EV (https) encrypted connections, the most advanced security standard for online transactions.

How do you ensure the protection of my data?

Your peace of mind is our priority. On our ecommerce, every purchase is made with maximum security.

To ensure the safety of your browsing and credit card purchases, you will always be required to enter the CVV code.

We only use secure encrypted connections, as you can see from the padlock symbol in your browser and the "https" prefix in the URL.

Why wasn't my payment accepted?

Make sure that the details entered during the purchase are correct, that your card has sufficient funds, or that it has not expired.

We recommend that you contact your bank to check if your credit card is enabled for online transactions.

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