Customer Service

Delivery
We deliver to the UK and internationally. We normally process orders within one day of receipt - this excludes weekends and bank holidays. 

Orders to the UK are sent by Royal Mail tracked 24. Our standard post and packing charges for delivery in the UK are £3.95. We also offer special delivery at £7.95.

Orders to go abroad are sent using Royal Mail's Airsure or International Signed For. Our minimum order to ship to European Countries is £30.00 and the shipping charge is £7.95. The minimum order value for the rest of the world is £50.00 and the shipping charge is £8.95.

If you are likely to be out at work when the parcel is due you can give an alternative delivery address, as you go through the checkout process.

Should there be any problems with your order we will notify you by email or telephone immediately. Stock is listed "as live" on our website and we keep this as accurate as possible, however errors may (rarely) occur.

Shipment and tracking information is emailed to you once the order has been posted via Royal Mail. You can track this by typing the shipment reference number onto the tracking page on Royal Mail's website.

By placing an order to go abroad (outside of the UK) you acknowledge that your order may be subject to local import duties and taxes, which are levied once your package reaches your country; ILC does not collect duties and taxes and cannot predict what your particular charges may be; and in the event you incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country's custom policies, please contact your local customs office.

Payment Information
Payments are handled by Shopify, in a secure environment with the safest card processing service that is both compliant to the highest level of the PCI DSS (Payment Card Industry Data Security Standard) and is also 3-D Secure™ enabled. Customers may also pay using PayPal.

If you prefer to pay by over the telephone this is fine, however if you need to order out of office hours please email us stating the best times to phone you. We cannot keep orders that have not been paid for open for longer than a few hours as it makes stock unavailable to other people, particularly during busy periods. We appreciate your understanding and co-operation.

Delivery Signature
All of our deliveries require a signature so please provide a delivery address where someone will be available to sign for it if you are unable to, or if you are not in when the postman calls he will leave a card and request you collect the parcel from your nearest sorting office.

Gift Wrapping Service
If you would like to buy an item of cashmere as a gift for someone we offer a gift wrapping option for £4.99. The garment (already in a clear bag) is encased in our own branded white tissue and then placed into a lovely quality gift box (choice of colours at point of order) with integral matching ribbon and card attached. It is then wrapped in bubble wrap for protection and then into a strong plastic delivery sleeve suitable for postage.

In the event that you need the parcel sending directly to the recipient you can type in the address you would like it delivered to when you are placing the order. You will be able to type your gift message (optional) as you go through the checkout process which will enable you to tell us exactly how you want your message on the gift tag worded.

Sizing Information
Our sizing guide can be found in each product information box, together with the gift wrap options and our colour guide.

Returns
For Christmas 2023 gifts ordered prior to 11th December please add a note in the comments/special instructions box in your shopping bag that it is a gift, and it can be returned if received back here by 8th January 2024. 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 original packaging for posting if you wish unless you received a gift box, which you should keep as this is non-refundable.

If you made your purchase using your Paypal account and have activated their free returns offer you can use their service if you wish. Otherwise the customer is responsible for the postage costs incurred when returning an item. We recommend that you send it "signed for" delivery (first or second class) from the post office, which normally costs about £1.10 more than the standard charge. This enables you to track your parcel and see when we have received it back here. We cannot be held responsible for any item that does not arrive here. Any refund will be for your original payment less the postage charge and any gift wrap if ordered.

Exchanges
On our returns sheet you can ask us to exchange an item for a more suitable size  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.

When exchanging an item please fill in the form on the returns note that accompanies your parcel with the new size 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.

Faulty Goods
All garments are checked by us before preparing your order for packing. We check for possible faults which are extremely rare but we like to know that is not going to be an issue for any customer. We also ensure that the sizing falls in line with what we expect for the item ordered. In the unlikely event that the product you need to return is faulty on arrival, incorrect or damaged in transit, please notify us by email 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 of course 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

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.

General
I Love Cashmere's total liability for any claim howsoever arising shall not exceed the price of the goods supplied to the customer. We shall not be liable for any consequential customer loss whether this arises from a breach of duty in contract or in any other way.  We cannot be held responsible for any injury caused by improper use or failure to comply with specific instructions stated in our website. Customer statutory rights are not affected by this statement.