If the returned items are in perfect condition, in their original packaging and the label (with a readable barcode) is present, you can make a return via the portal mentioned above within 14 days of receiving your order (the return address will then be provided to you).

1) State the reasons for your return and whether you would like a refund or an exchange.

2) Prepare the package by including the "delivery note" that was attached to the original order.

3) Send your package and keep the tracking number to track the return shipment.

4) That's it! We'll get back to you as soon as our logistics partner has confirmed receipt :)

→ The buyer bears the return shipping costs.

→ The return shipping costs are free.

You will receive an email notification when the refund has been processed. Please allow our logistics partner approximately 7 to 10 business days to process your return.

Please note that for orders paid for with a gift voucher or credit, the refund will automatically be issued as credit.

Free DDP delivery on orders over £200.

For orders under £200, a flat fee of £4.95 applies.

📦 Order preparation: Please allow 24 business hours in addition to the delivery time. Thank you.

All UK orders are shipped from our shop in France, which is why delivery typically takes 4–7 working daysfrom the moment your order is dispatched.

Shipments are sent Delivered Duty Paid (DDP) via UPS.

You will receive an email with a tracking number as soon as your parcel is on its way.

Parcels are delivered against signature at the shipping address provided to ensure the safe receipt of high-value items like cashmere.

If nobody is available to sign, UPS will follow their local procedure (collection from a local depot or a re-delivery attempt). Please follow the tracking link or UPS notifications to arrange collection or re-delivery.

Free shipping on orders over €100

• Home delivery – €7.90 (3 to 5 business days )
• Relay point / Post office collection – €5.90 (3 to 5 business days )
• Express home delivery (signature required) – €12.90 (1 to 2 business days )

📦 We ship your package within 24 hours, and delivery times vary depending on the destination country.

Tracking information is emailed automatically when your parcel is dispatched.

For any delivery questions or if you need help tracking an order, contact our customer care at contact@douxcachemire.com — we’re happy to help.

Please check your delivery address carefully before confirming your order.

If you need to change your delivery address, contact us immediately at hello@douxcachemire.com with your order number — we will try to update the address before dispatch.

If the parcel is returned to us because of an incorrect or incomplete address, we will contact you to agree next steps. Returned parcels may incur additional re-shipping costs which will be billed to you before re-delivery.

If your package is shown as "delivered" but you have not received it, we recommend that you ask your caretaker or your neighbors if they may have accepted it for you.

If this is not the case, please wait 24 hours. If the status of your order still shows "Returned to sender" after that time, please do not hesitate to contact our customer service: de@douxcachemire.com

It's quite possible that you won't be home for the delivery. If the delivery person couldn't put your package in your mailbox or hand it over to someone you trust, it will be left at a nearby post office or collection point. You can find all the necessary information for collection directly on the shipping company's website using your tracking number.

Note: It may take up to 24 hours for the pickup address to be updated.