Refund policy

Returns

We understand the difficulty in matching colours and choosing specific items when shopping online, so we have a 21-day return policy, which means you have 21 days after receiving your item to request an exchange or a full refund, for any reason. 

To be eligible for a refund or exchange, your item must be in the same condition that you received it, unworn, unused and in its original packaging. Please contact us at hello@signaturecashmere.com to let us know that you will be returning an item. Returns should be sent to the following address:

Signature Cashmere Limited, High House, Underriver, Kent TN15 0SB

You can return your items by Royal Mail (for UK customers) and we recommend sending the item with proof of posting. Your account will be refunded as soon as possible following receipt. You can always contact us if you have any questions by emailing us at hello@signaturecashmere.com or by calling us on +44 7584 235610.

Damages and issues
Please inspect your items upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can help to put it right.

Exceptions / non-returnable items
Other than for defects or damage, we will not be able to accept a return or provide a refund if you have ordered a custom-made item (such as special orders for bespoke colours or designs). Please contact us if you have questions or concerns about your specific item.

Exchanges
We are very happy to exchange an item if the colour is not right, or for any other reason.  We will send the replacement item as soon as the original item is received. If you would like a replacement item quickly, the fastest way to receive your item is to make a separate purchase for the new item and then return the item you have, which will be refunded once the original item is received. Please contact us in advance by emailing hello@signaturecashmere.com or by calling us on +44 7584 235610 if you would like an exchange. 

UK and European Union 14 day cooling off period
We want all of our customers to be completely satisfied, which is why our returns policy exceeds the 14 day cooling off period for customers in the UK or European Union. As above, you have the right to cancel or return your order within 21 days, for any reason, provided your item is in the same condition that you received it, unworn, unused and in its original packaging.

Refunds
Once we have received the original item, we will process your refund as soon as possible and you will be automatically refunded on your original payment method. We will also notify you once we have processed your refund. Please allow between 5 to 10 business days for a refund to be processed, although this may be processed sooner. Please remember it can also take some time for your bank or credit card company to process and post the refund to your account. If more than 15 business days have passed since you returned the original item, please contact us at hello@signaturecashmere.com.