- Shipping
- Online payments and security
- Returns Policy
- FAQs
-
General conditions of sale
- Object
- Effectiveness and modification of the GCS
- Registration and purchase procedure
- Rights and obligations of Cashmere Island
- Rights and obligations of the customer
- Using the site
- Prices and payments
- Delivery of products to the customer
- Right of withdrawal
- Returns due to defects or discrepancies of the products
- Protection of personal data
- Communications
- Applicable law and jurisdiction
Welcome to Customer Support Cashmere Island.
In this area of the site you can find everything you need, from practical to legal issues.
We can give you information on any aspect relating to orders, deliveries and returns.
If you don't find what you are looking for or have specific questions, write to the following email:
customercare@cashmereisland.com
We undertake to reply to every e-mail within 24 working hours from Monday to Friday, from 9.00 to 18.00, excluding public holidays.
SHIPPING
Prices and discounts
The prices entered may vary at the discretion of Cashmere Island.
This variation is strictly linked to the market situation and/or exchange rate fluctuations with respect to the main international currencies.
Discounts and promotional offers are communicated on the site, which may vary at the company's discretion during the year.
Subscribe to our newsletter to be constantly updated or take advantage of the advantages for registered users.
Shipping and transport costs
- ITALY: free shipping
- EUROPE: shipping €10, free above €250 spent
- SWITZERLAND: shipping €20
- UNITED KINGDOM: shipping €20
ONLINE PAYMENTS AND SECURITY
Online payment and security
Cashmere Island accepts payments by credit card, PayPal and cash on delivery (cash on delivery).
Credit card
In case of payment by credit card directly on our site, the order will be processed once the charge has been received on our bank account, therefore delivery times may slip based on the times of receipt and processing of the payment . Payment is made securely through the Stripe wallet (https://stripe.com).
PayPal
PayPal (https://www.paypal.com) allows any business or consumer with an email address to send and receive payments securely.
By following the "Pay with PayPal" link, you will access the secure PayPal site. Here, if you already have a PayPal account, you just need to authorize the payment. If, on the other hand, you do not yet have a PayPal account, after registering for free and inserting your credit card (also prepaid, such as Postepay), you will be able to make payments.
You can also use your bank account to fund your PayPal account from which you will later make payments. The use of PayPal, as an online payment tool, is free. PayPal is available in several languages, including Italian.
In cases of purchase of goods with PayPal payment methods, together with the conclusion of the online transaction, PayPal will immediately debit the amount relating to the purchase made
In case of cancellation of the order, the amount relating to the canceled goods will be credited back to the customer's Paypal account.
The crediting times on the chosen payment instrument within the Paypal account depend exclusively on PayPal and the banking system.
Legal aspects
Once the amount has been credited back to the Paypal account, in no case can Cashmere Island be held responsible for any damages, direct or indirect, caused by delays in the actual crediting due to Paypal or the banking system.
Cashmere Island reserves the right to ask the Customer for additional information aimed at determining the effective ownership of the PayPal account.
In the absence of the required documentation, Cashmere Island reserves the right not to accept the order.
At no time during the purchase procedure, Cashmere Island is able to know the information relating to the buyer's credit card or to other methods chosen within the PayPal wallet.
In no case can Cashmere Island be held responsible for any fraudulent or illegal use of credit cards by third parties when paying for products purchased on the site.
Payment on delivery
It is possible to pay cash on delivery, directly to the courier, except in the case of customized products, which only require electronic payment.
The cost of the service is €9.50 (shipping costs excluded), to be added to the total amount of your order, and is valid ONLY FOR ITALY.RETURNS POLICY
Right of withdrawal, returns and refunds
If you are not satisfied with the purchased item, you can exercise the right of withdrawal within 14 working days of receiving the goods.
The product must not have been used, the identification tag and the original packaging must remain intact. The return will be accepted only if sent in its original packaging.
If the package received is irreparably damaged, it can be replaced with one of the same strength and size.
In the event of customizations and/or modifications to the models ordered, Cashmere Island reserves the right to void the right of return, as those garments will have been made specifically for the customer, with the impossibility of using them in any other way. For any further information, Customer Service customercare@cashmereisland.com is available at every stage of the purchase process.
After we have received the return and verified the correctness of the return operations, we will send an e-mail as confirmation of acceptance.
For payment by credit card, the amount will be credited directly by bank transfer to the current account that will be communicated to us and will amount to the total of the order with the deduction of the original shipping cost. The value of the refund will correspond to 2 days following the communication to exercise the right of withdrawal.
If the order was paid via Paypal instead, the refund takes place directly on the Paypal payment account, together with the crediting operation.
Receipt of goods
Upon delivery of the goods by the courier, the Customer is required to check:
- that the number of packages delivered corresponds to what is indicated in the transport document;
- that the packaging is intact, not damaged or wet or, in any case, altered, even in the sealing materials (adhesive tape or metal strapping)
Any damage or the mismatch in the number of packages or indications must be immediately reported to the courier who carries out the delivery, adding the wording "Subject to control of goods" on the appropriate accompanying document and confirmed, immediately at our address in email customercare@cashmereisland.com
Attention!
If you accept the goods delivered by the courier without making the necessary reservations, you will in no way be able to claim any shortages or damage due to transport at a later time to Cashmere Island, but exclusively to the courier.
We also specify that the following wording "Integrated package, I accept subject to inspection" is not taken into consideration by the courier who therefore does not accept any claims for damage, therefore the check must be done on the spot with the courier.
Any hidden anomalies (e.g. theft or shortages) must be reported in writing by registered letter with return receipt. addressed to Cashmere Island within seven working days.
In the event of customizations and/or modifications to the models ordered, Cashmere Island reserves the right to void the right of return, as those garments will have been made specifically for the customer, with the impossibility of using them in any other way. For any further information, Customer Service customercare@cashmereisland.com is available at every stage of the purchase process.
Any notification beyond the aforementioned terms will not be taken into consideration. For each declaration, the Customer assumes full responsibility for what is declared.
Complaints
Any complaints can be notified to Cashmere Island at the email address: customercare@cashmereisland.com or by registered mail.
Remember that every complaint must always be sent complete with the references of the forwarder (name, surname, address, telephone and e-mail).
F.A.Q. FREQUENTLY ASKED QUESTIONS
Where and how do you produce the clothing items on your e-Commerce?
We take care of every detail of our products, from the creation of the sketch to the packaging and shipping. Our yarn suppliers are companies located in Tuscany: all our production is 100% Made in Italy.
How do I choose my size?
For each garment sold on our e-Commerce there is a size guide, so that you can choose the one that best suits you. To get an idea of the fit, it's important to know that our models are 1.75cm tall and wear size S and our models are 1.85cm tall and wear size L.
When will I receive the products I ordered?
On our e-Commerce there are 2 types of products: those in stock and therefore ready for delivery, and those not in stock made at the time of the order. In each product sheet you will find all the information relating to the garment. In general, the items in stock are shipped within 3-4 working days from the order. Those not in stock, on the other hand, take about 15 working days. To find out more about shipping policies, read the dedicated page.
How does the embroidery of the initials work?
You can request the numbers to be embroidered in block capitals or italics on each of our garments in one of the colors offered. for those produced at the time of the order, the timing of the embroidery is included in the production times. On the sweaters and cardigans the embroidery will be done on the chest, near the heart; on scarves, on the other hand, at one of the 2 ends or near the seam in the case of ring scarves.
Can I request the return of a personalized garment with the embroidery of the initials?
Unfortunately not. The embroidery makes a garment unique and made especially for the customer who purchased it, therefore we cannot accept the return request.
What is regenerated cashmere?
It is a type of cashmere obtained from post-consumer garments, reworked to obtain a new yarn composed of 95% cashmere and 5% wool. The collection of regenerated cashmere garments is a flagship of our e-Commerce, since it is a 100% Italian, sustainable, certified production with the aim of reducing waste and the impact on the environment. To find out more, visit the dedicated page.
If I realize that I have placed an incomplete order, what should I do?
Send us an email at customercare@cashmereisland.com and tell us your order number and the name, size and color of the products you wish to add.
I have added products to the cart, are they reserved?
If you are registered on our site, the products will remain in the cart, but without any reservation rights vis-à-vis other users. The articles are reserved only after the conclusion of the order and payment procedures.
What is the return policy?
To find out more about how to make a return, read the dedicated page.
Are payments secure?
We guarantee that every purchase is made in total security with the most advanced data encryption systems, such as PayPal and Stripe.
I made the payment, I saw the thank you page, but I didn't receive the confirmation email. What should I do?
Try to check your spam or junk mail folder: if this is your first time purchasing on our e-Commerce, some providers may label the confirmation email as spam. If you still can't find it, don't place your order again, but write us an email to customercare@cashmereisland.com and we will contact you as soon as possible to confirm receipt of the correct 'order.
Do you have questions that you can't find an answer to?
Email us at customercare@cashmereisland.com, we aim to respond within 24 working hours, Monday to Friday, 9:00am to 6:00pm, excluding holidays.
GENERAL CONDITIONS OF SALE
1. SUBJECT
1.1. These General Terms and Conditions of Online Sale (hereinafter "GCS") govern the contract (hereinafter "CONTRACT") for the sale of clothing and accessories products marked exclusively by the Cashmere Island brand (hereinafter "PRODUCTS") offered by NonSoloLana Srl – with headquarters in Via dei Casini 19/B – 59100 – Prato – ITALY P.IVA 02040470979 (hereinafter “Cashmere Island”) – through its website www.cashmereisland.com (hereinafter “SITE”) to users of the SITE (hereinafter "CUSTOMER" or "CUSTOMER").
1.2. In these GCS, the term CUSTOMER or CUSTOMERS means the "consumer" or "consumers" as per article 3, paragraph 1, lit.a), of Legislative Decree 6 September 2005, no. 206 (hereinafter "CODE"), i.e. "the natural person who acts for purposes unrelated to any business or professional activity carried out".
2. EFFECTIVENESS AND MODIFICATION OF THE GCS
2.1. The GCS are available on the WEBSITE to be easily read by the CUSTOMER before registering and before purchasing the PRODUCTS; are understood to be accepted together with the registration and forwarding of the purchase order form, and can be stored on the CUSTOMER's computer and reproduced on paper by printing the file in which they are contained.
2.2. The GCS applicable to the sale of the PRODUCTS are those published on the SITE, on the date of the order relating to the PRODUCTS. The CUSTOMER, therefore, must read the GCS each time he intends to proceed with a purchase on the SITE.
2.3. Cashmere Island's mere tolerance or failure to dispute any breaches by the CUSTOMER with respect to the contents of the GCS cannot be interpreted as tacit acceptance of such breaches, nor as a willingness to derogate from what was agreed between the parties.
3. REGISTRATION AND PURCHASE PROCEDURE
3.1. The CUSTOMER who intends to proceed with the purchase of the PRODUCTS must express this desire by registering their data and making a request made directly on the SITE where, following the purchase procedure indicated therein, they will forward their electronic order electronically. of purchase (hereinafter "ORDER") and the related payment.
3.2. The order form contains a summary of the information on the essential characteristics of each product ordered and the relative price (including all applicable taxes and duties), the chosen means of payment, the delivery methods for the products purchased, the shipping costs and delivery: before sending the ORDER, the CUSTOMER must carefully read the entire content, identify and correct any data entry errors.
3.3. All purchase orders for PRODUCTS are subject to their availability and, therefore,
to confirmation by Cashmere Island, which will communicate this availability by sending a SHIPPING CONFIRMATION email to the CUSTOMER.
3.4. In the event of failure to execute the ORDER, due to unavailability of one of the PRODUCTS ordered,
Cashmere Island will inform the CUSTOMER via e-mail and ask for confirmation of the CUSTOMER'S ORDER, for the purchase of the remaining
PRODUCTS available. In any case, the unavailability of one or more of the PRODUCTS ordered will not automatically give
the CUSTOMER the right to cancel the entire ORDER.
3.5. The CONTRACT between the CUSTOMER and Cashmere Island is governed by the ORDER, the SHIPPING CONFIRMATION, the GCS and the Privacy Policy (hereinafter "PRIVACY") both published on the SITE.
4. RIGHTS AND OBLIGATIONS OF Cashmere Island
4.1. Cashmere Island undertakes to deliver the PRODUCTS to the address and within the terms indicated by the CUSTOMER in the ORDER. Cashmere Island will not be responsible for delivery errors due to inaccuracies or incompleteness in completing the ORDER or due to unavailability of the CUSTOMER. Delivery is made by express courier, therefore PO boxes cannot be accepted.
4.2. In case of total or partial return of the PRODUCTS by virtue of the right of withdrawal or the guarantee due by law, Cashmere Island, in accordance with the provisions of articles 10 and 11 below, will only reimburse the sums due.
5. RIGHTS AND OBLIGATIONS OF THE CUSTOMER
5.1.The CUSTOMER is solely responsible for the truthfulness of the data and the correctness of the information provided to Cashmere Island during registration via the SITE and undertakes to promptly communicate any changes to the data entered
5.2. When registering and sending the ORDER, the CUSTOMER declares to have read, understood and accepted the GCS and the additional information contained on the SITE including the PRIVACY; to be an adult, possessing the legal capacity to act .
5.3. Once the purchase procedure on the WEBSITE has been completed, the CUSTOMER undertakes to both save an electronic copy and print the ORDER and the GCS for the purpose of their conservation, as indicated in the previous article 2.1.
6. USE OF THE SITE
6.1. The essential characteristics of the PRODUCTS are presented on the WEBSITE within each product sheet. The images and colors of the products offered for sale on the SITE may not correspond perfectly to the real ones due to the Internet browser and monitor used when connecting to the SITE.
6.2. Cashmere Island assumes no responsibility for the problems caused to the CUSTOMER by the use of the SITE and the technologies employed as independent of its will, such as, by way of example: a) errors, delays or impossibility in accessing the SITE by of the CUSTOMER during the execution of the sales procedure; b) errors, delays or impossibility in receiving, by the CUSTOMER, the communications sent by Cashmere Island in relation to the sale of the PRODUCTS.
6.3. In any case, Cashmere Island undertakes, as far as it can, to solve the problems that may arise and offer the necessary assistance to the CUSTOMER to obtain a rapid and satisfactory solution to the aforementioned problems.
7. PRICES AND PAYMENTS
7.1. The prices of the PRODUCTS are those actually displayed on the SITE at the time the ORDER is issued and, unless otherwise specified, are inclusive of VAT. Shipping costs must be added to the prices appearing on the SITE, for each of the PRODUCTS. and delivery of the same which will be duly highlighted and summarized before issuing the ORDER and subsequently also in the ORDER CONFIRMATION.
7.2. The total price for the purchase of the PRODUCTS and the shipping costs, as indicated in the ORDER, will be charged to the CUSTOMER when he makes the payment.
8. DELIVERY OF THE PRODUCTS TO THE CUSTOMER
8.1. Upon delivery of the PRODUCTS to the CUSTOMER by the carrier in charge of their transport, the CUSTOMER must check: a) that the quantity and type of PRODUCTS ordered corresponds to what is indicated in the transport document; b) that the packaging used for transport is intact, not damaged, wet or otherwise altered, even only in the sealing materials.
8.2. Any anomalies must be reported immediately to the carrier upon receipt of the PRODUCTS, by indicating them on the delivery note. In order to facilitate and speed up the procedure for checking any anomalies by Cashmere Island, the CUSTOMER can write an e-mail to the address customercare@cashmereisland.com.
9. RIGHT OF WITHDRAWAL
9.1.The CUSTOMER has the right to withdraw from the contract concluded with Cashmere Island, without any penalty and without specifying
the reason, within 14 days starting from the day of receipt, or collection from the shop,
of the PRODUCTS purchased on the SITE, provided that the products to be returned are intact, never worn, complete with their original packaging, tags and labels as better regulated in the following point 104.
9.2. In case of exercise of the right of withdrawal, even partial, the return of the PRODUCTS must be made in a single solution.
9.3. If the CUSTOMER intends to exercise the right of withdrawal referred to in this article, he must: – send a notification e-mail to the address customercare@cashmereisland.com, attaching the CONFIRMATION SHIPPING sent by Cashmere Island and specifying in the text of the e-mail the numerical code of the item or items to be returned (hereinafter "RETURNED PRODUCTS") and the reason for the return "for free withdrawal"; – contact DHL according to the methods indicated by Cashmere Island and send the products to be returned within the following 14 days from the communication via e-mail of the withdrawal c/o Address to which the returns must be sent: NONSOLOLANA SRL – Via dei Casini 19/B , 59100 Prato.
9.4. All PRODUCTS are equipped with identification tags, internal labels and their own packaging. Cashmere Island, in case of exercise of the CUSTOMER's right of withdrawal, has the right not to accept the return of RETURNED PRODUCTS that do not have the relative tags, internal labels and that have been used, worn, washed, damaged or altered in their characteristics essential and qualitative.
9.5. If the right of withdrawal is exercised following the methods and terms described in this article, Cashmere Island will send the CUSTOMER, via e-mail, the relative confirmation of acceptance of the RETURNED PRODUCTS as soon as possible and reimburse, via the bank procedure, the expenses incurred by the CUSTOMER for the purchase of these products and for the related, and eventual, shipping and delivery costs.
9.6. In any case, the cash on delivery method of return is prohibited.
9.7 The right of withdrawal lapses in the case of purchase of personalized products
10. RETURN FOR DEFECTS OR DIFFICULTIES OF THE PRODUCTS
10.1. Cashmere Island will provide, in relation to the PRODUCTS purchased by the CUSTOMER, the legal guarantee of compliance with the conditions and terms of prescription and forfeiture established by law. In particular, the rights arising from this guarantee may be exercised on condition that the PRODUCTS have been used correctly, with due diligence and in compliance with the intended use and with the provisions of the enclosed indications, as well as upon presentation by the CUSTOMER of the delivery note received with the same and indication of the order number.
10.2. In the case of defective products or products that differ from those ordered (hereinafter "DEFECTIVE PRODUCTS"), the CUSTOMER must send a reporting e-mail to Cashmere Island, to the address customercare@cashmereisland. com, attaching the SHIPPING CONFIRMATION sent by Cashmere Island and specifying in the text of the e-mail the numerical code of the item or items to be returned and the reason for the return due to "PRODUCT defects".
10.3. Cashmere Island will – send instructions by email to contact the shipper.The CUSTOMER must book the collection, following the instructions provided, no later than 14 days from the communication, via e-mail, of the instructions for contacting the shipper; – From the moment the DEFECTIVE PRODUCTS are returned to the appointed shipper, Cashmere Island releases the CUSTOMER from any liability in the event of loss or damage to the products themselves during transport
10.4. All PRODUCTS are equipped with identification tags, internal labels and their own packaging. Cashmere Island, in case of exercise of the right of withdrawal by the CUSTOMER, has the right not to accept the return of RETURNED PRODUCTS as defective, without the relative tags, internal labels and which have been used in a non-diligent way, damaged or altered in their essential and qualitative characteristics.
10.5. If the Product defect is reported following the methods and terms described in this article, Cashmere Island will send the CUSTOMER, via e-mail, the relative confirmation of acceptance of the RETURNED PRODUCTS as soon as possible.
10.6. As soon as Cashmere Island receives the package containing the DEFECTIVE PRODUCTS, it will check the disputed defects and send the CUSTOMER, via e-mail, the relative confirmation of receipt of the DEFECTIVE PRODUCTS and any acknowledgment of the defects communicated by e-mail notification ;, consequently, Cashmere Island will, at its own expense, replace the DEFECTIVE PRODUCTS with others of the same model or reimburse, via bank procedure, the expenses incurred by the CUSTOMER for the purchase and, if any, for the shipment and delivery of the PRODUCTS DEFECTIVE. The return costs will be paid by Cashmere Island.
11. PROTECTION OF PERSONAL DATA
11.1. Cashmere Island guarantees to the CUSTOMER that the personal data acquired in relation to the sale of the PRODUCTS will always be treated in a lawful and correct manner, in full compliance with the provisions of Legislative Decree 30 June 2003, n. 196 (hereinafter "DECREE") in accordance with what is reported in the PRIVACY, published on the WEBSITE and printable.
11.2. For any information relating to the processing of personal data, please refer to the information on data processing provided by Cashmere Island, pursuant to art. 13 of the DECREE, to the CUSTOMER at the time of registration on the SITE. Please note that the CUSTOMER, in case of need for further clarifications regarding the processing of personal data (article 7 of the DECREE) can contact Cashmere Island at the following customercare@cashmereisland.com.
12. COMMUNICATIONS
For any need for assistance or complaints relating to the PRODUCTS purchased, the CUSTOMER may contact Cashmere Island at the following e-mail address: customercare@cashmereisland.com.
13. APPLICABLE LAW AND JURISDICTION
The GCS are governed by Italian law and in particular by the CONSUMER CODE and by the legislative decree of 9 April 2003 n. 70 in relation to some peculiarities of electronic commerce.