I Love Cashmere Return Policy
Overview
We hope you will be delighted with your goods, but if not and you wish to make a return for either a refund or exchange please make sure any garment is unworn, in its original condition and returned within 28 days of receipt. Please note that a garment cannot be accepted back should it smell, for example of perfume, cooking or smoke. We will refund you by the same method that you paid us.
Please complete the Returns Form enclosed with your order as this will help speed up the process. Any comments regarding the reason for return are greatly appreciated. You can use the orginal packaging for posting if you wish unless you received a gift box.
The customer is responsible for the postage costs incurred when returning an item. We recommend that you send it recorded delivery (first or second class) from the post office. ILC cannot be held responsible for any item that does not arrive here.
Exchanges
On our returns sheet you can ask us to exchange an item for a more suitable size and/or colour, and if it is in stock we will dispatch it. If we do not have it in stock but it will be arriving into stock shortly we will notify you and you can decide whether you wish to wait or receive a refund. If you receive an exchange you will not have to pay us to post it out again.
Should you prefer to make the exchange for an alternative style or type of garment you may also do this, and if there is a payment difference in your favour we will make the appropriate refund, or if the amount is greater then you can telephone us and pay the difference over the phone, or send your card details (long number, expiry date and 3 digit security code on reverse of card, plus name on the card) with your returned item.
When exchanging an item please fill in the form on the returns note that accompanies your parcel with the new colour, size or item required. It is a good idea to check on our website that it is available to order online and is therefore in stock – if you are in any doubt please contact us. After Christmas it is a good idea to email us informing us of the exchange you want so we can ensure it is kept on one side for you.
Using the sticky address label provided enclose the completed returns note together with the item. You will have to send the item back to us at your own expense and it must be in its original condition. We recommend that any returns/exchanges are sent by recorded or special delivery ‘signed for post’ as we are unable to accept any responsibility for items that do not reach us. Proof of postage is not sufficient.
Gift Recipients
If you have received a gift that you would like to change for something else entirely please select what you would like from the website. Then email us with the details of the items you wish to exchange, plus who you received the gift from, and we will confirm whether there is a refund payable to the original purchaser, or if you need to pay the extra. You will not be charged for the postage on the replacement item/s but you will have to pay the postage when you return the item being exchanged.
Refunds
Any refund will be for your original payment less the postage charge and any gift wrap if ordered.
Faulty Goods
In the unlikely event that the product you need to return is faulty on arrival, incorrect or damaged in transit, please notify us immediately on receipt of goods. We will refund you the cost of the return postage. If we are unable to provide you with a replacement we will refund your original postage as well as the cost of the item.
Sale and clearance items
These are treated the same as full priced items.
Any returns should be posted directly to:
CUSTOMER RETURNS
ILC
Unit 5
Oakdene House
Grimshaw Hill
Ullenhall
Henley in Arden
Warwickshire
B95 5NJ
Tel: 0845 475 7907
Cancellation of an Order
Under the Consumer Protection (distance selling) Regulations, you have a statutory right (exercisable up to and including the fourteenth working day after the day of delivery), to cancel your order for any reason and receive a full refund. If you selected special delivery on placing your order you will only be refunded for our standard delivery rate when cancelling. Postage will not be refunded if you only cancel part of your order. You must write to us informing us of your decision to cancel your order, by email or post prior to returning the order if it has been dispatched to you. You will have to pay the costs to return the product back to us.
If you have recently placed an order with us and wish to cancel it, please email us via our Contact Us form quoting your order reference no, the date the order was placed, your name and postcode.
For more information visit I Love Cashmere
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