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CUSTOMERS ~ Frequently Asked Questions
“I live in a warm climate, therefore, cashmere
is too hot for me to wear.”
Cashmere can be worn in all climates as it comes in different
weights. For summer wear, two-ply is the best as it allows the skin
to breathe and is cool to wear.
“I love the idea of owning a cashmere sweater
but I am afraid that it is very difficult to look after.”
Many people are scared of washing cashmere, however, the more you
wash it the better. Treat your cashmere sweater like your own hair
and wash it gently in luke warm or cold water using a lanolin based
wash. Block it out on a towel to shape and just let it dry
naturally, then if you wish, iron it inside out. Have a peak at our
care products, a detailed description is available on how to wash
your cashmere.
“Does cashmere pill?”
All natural fibres pill a little. If your cashmere sweater pills,
just wash it. Pilling is caused by rubbing and dirt, so it is a good
idea to wash frequently. The more you wash it, the better! Avoid
harsh fabrics on top of your cashmere, such as fleece. Remember
that your purse strap can harm your sweater.
“I dry clean all my clothes, so should I send
my cashmere sweaters to the dry cleaner?”
It is, of course, fine to dry-clean your cashmere. If you have
spilled grease (salad oil, etc.) on your cashmere, dry cleaning is
the best solution. However, washing by hand in a gentle wash and
drying naturally will prolong the life of your cashmere. Not only
will hand washing save you money, it will make your cashmere last
much longer and softer!
“I would love to order a cashmere sweater from
Mount Cashmere but I live far away and I am afraid it is
complicated.”
Ordering from Mount Cashmere is very simple. Either email or
telephone our store and you can order on your favorite charge card.
Mount Cashmere will charge you a nominal shipping charge and ship
your order immediately. A friendly sales clerk will help you with
size and colour. We guarantee customer satisfaction.
“What happens if I order the wrong size?”
Just follow the instructions on the "Return & Exchange" form and
return the item to Mount Cashmere, we will happily exchange for you
with no questions asked. We do suggest that you call or email us
with the item you wish to exchange it for, this way we can set it
aside promptly!
“Is there a difference in the quality of
cashmere?”
Yes, there are many degrees of cashmere quality. At Mount Cashmere
we design all our cashmere in Vancouver BC and use cashmere from
Mongolia & Nepal, which is the best in the world.
“When I am not wearing my cashmere, how do I
protect it from moths?”
We suggest that you store your cashmere in bag when you are not
wearing it. Also, washing it in Mount-Cashmere Shampoo (special
cashmere wash available at Mount Cashmere) will help prevent moths.
Ensure that your cashmere is always clean & dry prior to storing.
“Why should I order a cashmere sweater from
Mount Cashmere?”
Many stores sell some cashmere, however, nowhere will you find such
a selection of vibrant fashion colours, European styles and range of
sizes because Mount Cashmere is a ‘specialty’ cashmere store where
truly, one is not enough!
"How accurate are the colour swatches?"
The co lour swatches featured on each style page can vary depending
on your computer monitor. Some colours might seem too bright or too
dull, which is a difficult thing to control using digital images. We
have strived to make the colours as representative as possible.
"What is your Guarantee & Return Policy?"
Sale items: Exchange or Refund within 7 days
Regular price items: Exchange within 15 days,
refund within 7 days
NOTE: Mount-Cashmere will gladly
exchange your order within 15 days or refund your order
within 7 days of delivery on regular price merchandise. Sale
items are exchangeable or refundable within 7 days. Items must be
returned as instructed in your parcel. Please contact Mount-Cashmere
prior to ordering if you need an extension on your Exchange or
Return. No exceptions will be made if Mount-Cashmere was not
notified at the time of order. A sensible time frame will be
considered.
For hygiene purposes, we cannot accept any exchange or return
products that have been worn, washed or with hang tags that have
been removed. Mount-Cashmere sells only new & unworn garments.
Please ensure that the garment is neatly folded in a secure parcel
before sending it back to Mount-Cashmere. Do not hesitate to contact
Mount-Cashmere with any questions regarding your return or exchange.
Ship garments back to :
Mount-Cashmere
806 West Hastings Street
Vancouver, BC V6C 2X4
Canadian returns:
Click here to download & print a canadian Return form
Carefully fold the garment you wish to return along with the return
form in a clean parcel (not stuffed please). Ship via any method
you chose, such as Canada Post, UPS, Fed EX... Please note that we
do not refund shipping charges.
Please note that each regular priced order can be exchange 1 time
for free. Sale & promotional orders are subject to a shipping fee.
US &
International returns:
Click
here to download and print a USA Return form
Carefully fold the garment you wish to return along with the return
form in a clean parcel (not stuffed please).
We recommend that you use US Postal service
to ship your return back to us, please remember to include
"Canadian Goods Returning to Canada" on
the customs declaration.
However, if you prefer to ship by a courier company such as UPS, Fed
EX, you must send it by AIR ONLY. By
shipping it ground there will be a brokerage fee of approximately
$50 from the courier service when we receive the parcel.
Unfortunately this fee will be billed back to you. (Again, I
recommend shipping USPS.) When declaring the parcel you must
declare"Canadian Goods Returning to Canada".
Please note that each regular priced order can be exchange 1 time
for free. Sale & promotional orders are subject to a shipping fee.
Please note that Mount-Cashmere does not refund shipping charges.
Duties & other charges imposed by your government are not refunded.
Please contact your local Duties & Custom officer for more
information regarding imports.
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