Customer Service
Payment | Shipping & Delivery | Billing | Exchanges & Returns | Contact Us
1. Which credit cards do you accept? We currently accept Visa, MasterCard and American Express (AMEX).
2. I don't feel comfortable sending my credit card information over the internet. Can I order offline? Absolutely. Just call our Customer Service line at 1.866.216.7215 and give them the order. If you are calling outside of business hours (11am-6 pm, EST), please leave a detailed message and we will get back to you as soon as we can.
3. Is it safe to use my credit card on this website? Yes! Protecting your order information is a priority for us. We use the industry standard Secure Sockets Layer (SSL) technology to protect the security of your online order information and we do not store your credit card information in your account. Please see our Security/Privacy
Policy for more information.
4. Will I pay taxes or duty on my purchase? All orders shipped within Canada are subject to federal and provincial taxes. Please see the table below for details.
British Columbia - 5% GST
Alberta - 5% GST
Saskatchewan - 5% GST
Manitoba - 5% GST
Ontario - 13% GST + PST
Quebec - 5% GST
Newfoundland and Labrador - 5% GST
Nova Scotia - 5% GST
New Brunswick - 5% GST
Prince Edward Island - 5% GST
Northwest Territories -5% GST
Nunavut - 5% GST
Yukon - 5% GST
Orders shipped to countries outside of Canada may be subject to import taxes, customs duties and import fees levied by the destination country. Unfortunately we have no control over these charges and cannot predict what they may be; please contact your local customs office for further information.
5. I made a mistake when placing my order. How do I change it? Changes to the content of an order may be changed prior to shipping. However, because our orders usually ship within 48-72 hours, it is important that you contact our Customer Service line at 1.866.216.7215 as soon as you notice the error. If you are calling outside of business hours, please leave a detailed message and we will do our best to correct your order before it ships.
Unfortunately we cannot change the contents of an order once it has shipped. Please see our Exchanges & Returns [link] section for information on how to correct orders that have already shipped.
If you notice an error in shipping information, such as mailing address, please contact us immediately at 1.866.216.7215. If you are calling outside of business hours (11am-6pm, EST), please leave a detailed message and we will get back to you as soon as we can.
1. Which countries do you ship to? We ship to countries worldwide. When placing an international order, please keep in mind that: - All prices are in Canadian dollars ($CDN).
- You may have to pay local taxes and customs charges in your country. Unfortunately we have no control over these charges and cannot predict what they may be; please contact your local customs office for further information.
- International orders may be opened by Customs Agents for review of their contents.
- Customs procedures can result in shipping delays beyond our control
2. How much will shipping cost? We use UPS to ship all our orders. The cost of shipping depends on the destination, the weight of the shipment, and delivery speed you choose. The final cost of shipping will be calculated before you check out the items in your Shopping Cart.
3. When will my order arrive? We use UPS to ship all our orders. When we process your order we will email you a tracking number to help you keep track of where your order is. Visit www.UPS.com and enter the tracking number you were given with your UPS Shipping Confirmation Notice to check the status of your shipment. The time it takes to deliver your order depends on the destination, and delivery speed you choose when you place your order. Please be aware that international orders may be opened by Customs Agents for review of their contents, and that customs procedures can result in shipping delays beyond our control.
4. How long will it be until my order ships? Orders usually ship within 48-72 hours.
5. Will I pay duty on my purchase? You may be subject to import duties and taxes which are assessed once your shipment arrives in your country. Additional charges of customs clearance must be paid by you, The Cashmere Shop has no control over these charges and cannot predict what they may be. For further information contact your local customs office. If you decide to refuse any shipments from thecashmereshop.com you are
responsible for the original shipping charges to you or any duties, taxes or charges that are incurred. The amount will be deducted from your merchandise refund.
6. I haven't received my shipment yet. What do I do? We use UPS to ship all our orders. UPS offers an easy-to-use tracking service to help you keep track of where your order is. Visit www.UPS.com and enter the tracking number you were emailed with the confirmation of your order to check the status of your shipment. Please be aware that international orders may be opened by Customs Agents for review of their contents, and that customs procedures can result in shipping delays beyond our control. Questions or concerns? Please contact our Customer Service at 1.866.216.7215. If you are calling outside of business hours (11am-6pm, EST), please leave a detailed message and we will get back to you as soon as we can.
7. I gave you the wrong shipping information. What do I do? Because our orders usually ship within 48-72 hours, it is important that you contact our Customer Service line at 1.866.216.7215 as soon as you notice the error. If you are calling outside of business hours (11am-6pm, EST), please leave a detailed message and we will get back to you as soon as we can.
1. When will my credit card be billed? Your credit card will be billed when your order is processed, prior to shipping.
2. How can I identify my Cashmere Shop purchase on my credit card statement? Your Cashmere Shop purchase will appear as "e;Cashmere"e; on your credit card statement.
3. I think there was a billing error on my credit card statement. What do I do? If you believe a billing error was made, please contact our Customer Service line as soon as possible at 1.866.216.7215. If you are calling outside of business hours (11am-6 pm, EST), please leave a detailed message and we will get back to you as soon as we can.
1. What is your Exchanges/Returns policy? The Cashmere Shop happily accepts returns or exchanges within 21 days of purchase. Garments must be in brand new condition, unworn, unwashed, with tags attached, and accompanied by the original receipt.
2. How do I exchange or return an online purchase? Garments must be in brand new condition, unworn, unwashed, with tags attached, and accompanied by the original receipt or gift receipt. The CashmereShop.com happily accepts returns or exchanges within 21 days of purchase. (For more info, look at the answer to question #6 below) First, fill out the Exchanges and Returns Form that came with your shipment. Then, mail the completed Exchanges and Returns Form, the item(s) to be returned and the original sales receipt to:
The Cashmere Shop
24 Bellair Street
Toronto, Ontario M5R 2C7
Canada
We will mail your exchanged item to you as soon as we have processed your exchange. Refunds will be made in the form of original payment. Please note that shipping fees and/or duty are nonrefundable, and the cost of shipping returns must be born by the purchaser.
An online credit or exchange at the current selling price will be offered for returned items which are unaccompanied by the original sales receipt.
Important: Unfortunately we cannot accept returns or exchanges for purchases made online at our store location.
3. How do I exchange or return a gift? Garments must be in brand new condition, unworn, unwashed, with tags attached, and accompanied by the original receipt or gift receipt. If you have the original sales receipt you can return your gift the same way you would return a regular purchase. Review the answer to the question above to learn more. If you do not have the original sales receipt, please call us at 1.866.216.7215 or send an email with your request to: info@thecashmereshop.com .
4. How do I exchange or return a recent purchase made at your Yorkville location? Purchases made at our Yorkville location may be returned in person within 14 days of purchase. Garments must be in brand new condition, unworn, unwashed, with tags attached, and accompanied by the original receipt or gift receipt.
An in-store credit or exchange at the current selling price will be offered for returned items which are unaccompanied by the original sales receipt.
5. Can I come to your Yorkville location to return or exchange a purchase made online? No. Unfortunately we cannot accept returns or exchanges for purchases made online at our store location.
6. How long do I have to return or exchange a purchase? The CashmereShop.com happily accepts returns or exchanges within 21 days of purchase. For mail orders, return shipments must be post-marked no more than 21 days after you received your shipment.
7. What if I can't find my original receipt? An online credit or exchange at the current selling price will be offered for returned items which are unaccompanied by the original sales receipt.
8. I can't find the exchange form that came with my shipment. How do I get a new one?
Still have questions or concerns? Don't hesitate to send us an email or call our toll-free line at 1.866.216.7215.
If you are calling outside of business hours (11am-6 pm, EST), please leave a detailed message and we will get back to you as
soon as we can.
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