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FAQ
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My account

I cannot login to my account / I have forgotten my password

If you are already a customer of our site, you have filled your basket and want to confirm an order, you must login by entering your e-mail address and your password.
 
If you have forgotten your password, you can get it in an e-mail by clicking on the "forgotten your password?" link on the login page.
 
If you are not yet a customer of our site, you must first create an account. You will need to provide a certain amount of information, including your email address.
 
Note that the new password sent to you is case sensitive. You should also check the "spam" or "junk" box of your email software/service, as some internet services may have inadvertently filtered the automatically generated email that was sent to your address.
 
If you wish to change your password, login to "My account" then go to "My personal information", then enter your new password in the 2 fields provided for this.
 
If you still have difficulties connecting, please contact our customer service by filling out the contact form.
 

My email address is refused when creating an account, why?

In order to guarantee the correct receipt of confirmation emails and dispatch of your order, we automatically check the validity of your e-mail address when creating your customer account.

We therefore recommend you to ensure that you are entering a valid e-mail address when you register. An address may be considered "invalid" if the domain name (part of your address after the "@") is not recognised, trusted or is erroneous.

It is also possible that the part before the @ is prohibited because it is considered to involve a definite risk that the e-mail will be sent to the spam folder.

For more information, please contact the customer service by the contact form.
 

How do I create a wishlist?

In order to better satisfy you, we have implemented an option that allows you to make a selection of products that you can then find in your customer account at any time. For this you must either already have or create a customer account on the site.
 
From a product sheet
Just go to the relevant product sheet and click on the "heart" pictogram.
 
From the basket
In your basket, you can click on "save my selection" and this will add all the products in your basket to your Wishlist. To see this button, you must already be logged in to your account.
From your selection, you can then easily transfer part of your selection or all of your products to the basket, or even share it on Facebook or by e-mail.
 
Note, the products are not reserved.
 

how to receive our newsletter?

In order to follow the news of the brand, shops, artistic collaborations, to receive invitations to our Private Sales and other specific promotions, we invite you to fill in your email by going to the bottom of the website to the "Suscribe to ouw newsletter."

You can unsubscribe any time.

How to change my post address?

To change your address, you can connect to your account, go to the section « Addresses » and click on « Update » near to the concerned address.
 

What are the advantages of the customer account?

When you create an account, you can have an access to your personalized customer account to:

- print your invoices
- follow the order’s preparation and its shipping
- save and change your personalized information
- save your wishlist
- interact with our agents

All of these options will allow you to place an order more quickly.
 

How does our referral programme work?

absolut cashmere has a referral programme for online customers who would like to introduce their friends and family to the absolut cashmere collections.
This is your chance to receive a 20% discount on the absolutcashmere.com website for each friend or family member you refer and to let them benefit from this offer too!

For the person who refers a close one:

Referring a close one couldn't be easier! Go to the referral section in your customer account and enter the surname, first name and e-mail address of the person you wish to refer and ensure they get a 20% discount on their first order.
As soon as one of your referred friends or family members places their first order on the e-shop, a 20% discount voucher will be emailed to you within 15 working days.

For the recipient:

Have you been referred by a friend?
Take advantage of a 20% discount on your first order on absolutcashmere.com.

You will receive an e-mail on behalf of the person who referred you that contains a code you should enter when you create your account.

Once you've received the email:

- Visit absolutcashmere.com;
- Create your account by entering your referral code in the 'Are you sponsored?' section;
- Add your selected products to your basket, the 20% discount will be automatically applied;
- Finalise your order.

Referral codes are valid for 1 month with no minimum purchase and for exclusive use on absolutcashmere.com. They cannot be combined or used with other promotional codes or offers (discounted products, outlets, etc.).
order

Is it possible to order by telephone?

To ensure optimal security of the transaction, our site only accepts online payments by bank card.

In this sense, you cannot order by phone.
 

How do I use my discount code?

The promotional code is linked to a specific operation. It is for a single use and the promotional codes are not cumulative.

Using the discount code:

The promotional code must be entered in the specifically designated field when placing items in your basket. We strongly recommend that you finalise your order immediately after entering your code to avoid any malfunction that would result in you losing the benefit.

It is not possible for us to re-credit the discount associated with a promotional code after an order has been made.

Consequently, we do not accept any complaint regarding the misuse or failure to enter a code.


 

I cannot place an order.

If you are already a customer, please login before filling out this form. This will allow us to process your request more quickly.
 

I would like to add items to my order, is it possible ?

If your order is finalised, i.e. If you have already paid for your order online, it is currently not possible for us to modify its content afterwards for technical and logistical reasons.

Indeed, we cannot stop your order to modify it before its departure once it has been confirmed as it has already entered the logistical preparation chain.
 
Please place a new order for other products you would like to receive.
 
payment

Is it possible to pay by cheque?

To ensure optimal security of the transaction, our site only accepts online payments by bank card. You cannot therefore pay by cheque.
 
 

Is it possible to pay in instalments?


With Alma, we offer you the option to pay in several instalments at no extra cost for all orders over €200 for delivery to the following countries: France, Belgium, Spain, Germany, Italy, Luxembourg, Netherlands, Austria, Ireland and Portugal.

By validating the payment, you accept Alma's General Terms and Conditions of Use and you confirm that you have read Alma's Privacy Policy. If you need help, you can write to Alma: PAIEMENT@GETALMA.EU

You can also pay in 4 instalments, free of charge, using PayPal for orders with a value of between €30 and €2,000.

Is the online payment perfectly secured?

All the data of your order and your payment are sent in an encrypted way by the SSL protocol, from your computer to the electronic payment terminal of our banking partner.

You can check the security system by placing a closed padlock at the bottom of the page, a security symbol. You can therefore pay online with complete peace of mind.
 

My payment is rejected, what to do ?

If your payment is rejected, we invite you to contact your bank to evaluate if your if your card limit has not been exceeded.

If you think your payment has not been processed, we invite you to check that no order confirmation email has been sent to you and that no order appears "in progress" in your customer area.

If nothing appears, you can try to place an order with a new credit card.
 

I'd like to pay by instalments. What should I do?

On the payment page, select "2X or 3X with Alma". You will then be redirected to a payment page where you can enter your bank details in the same way as for a standard payment. There you will find a summary of your upcoming payment deadlines. You will then receive a summary email with the payment calendar and then a reminder email 3 days before each payment deadline.
delivery

What are the types, prices and delivery time ?

For orders in mainland France, we offer the following delivery methods:
 
DELIVERY METHODS DELIVERY TIMES DELIVERY COSTS
Standard home delivery with Colissimo signature 2 to 4 working days* 8 €
Free for orders
over 200 euros
Standard Pick-up point delivery Colissimo 6€50
Free for orders
over 200 euros
Delivery in absolut cashmere stores Free
Chronopost express home delivery 1 to 2 working days** 11 €

For orders to the European Union, we offer standard Colissimo home delivery with signature and pick-up point, and Chronopost express home delivery:
 
DELIVERY COUNTRIES STANDARD HOME DELIVERY - PICK-UP POINT EXPRESS HOME DELIVERY
DELIVERY TIMES DELIVERY COSTS
Free for orders over 350€ 
DELIVERY TIMES DELIVERY COSTS
Germany, Belgium, Luxembourg, The Netherlands
3 to 5 working days*
10 €
2 working days*
20 €
Austria, Ireland, Portugal, Spain, Italy, Denmark, Estonia, Hungary, Lithuania, Poland, Czech Republic, Sweden, Slovakia 12 € 22 €
Bulgaria, Cyprus, Croatia, Finland, Greece, Malta, Romania 16 € 24 €

For orders to Switzerland, we offer standard Colissimo home delivery with signature and pick-up point, and Chronopost express home delivery:
 
DELIVERY COUNTRY STANDARD HOME DELIVERY - PICK-UP POINT EXPRESS HOME DELIVERY
DELIVERY TIMES DELIVERY COSTS
Free for orders over 350€
DELIVERY TIMES DELIVERY COSTS
Switzerland
3 to 5 working days*
12 €
2 working days*
22 €

For international orders, we offer Fedex express home delivery:
 
DELIVERY COUNTRY DELIVERY TIMES DELIVERY COSTS
United Kingdom 3 to 5 working days* 25 € 
Norway 35 €​
United States and Canada 45 €​
Singapore, Hong Kong, Japan and South Korea 55 €​
United Arab Emirates, Qatar and Australia 65 €​

We inform you that taxes and customs duties may be applied to your order by the customs services of your country.
 
*Order preparation and delivery times may be extended by up to 10 days during periods of commercial operations (private sales, sales, outlets, etc.).

**If the order is placed between Monday and Friday before noon, it will be delivered the next day before 1pm (Paris time) and from Monday to Thursday after noon, count 2 days. Any order placed on Friday after 12pm, Saturday and Sunday will be delivered on Tuesday before 1pm (Paris time).
 

Do you deliver outside the European Union?

Yes, we deliver internationally with Fedex express home delivery:
 
DELIVERY COUNTRY DELIVERY TIMES DELIVERY COSTS
United Kingdom 3 to 5 working days* 25 €
Norway 35 €
United States and Canada 45 €​
Singapore, Hong Kong, Japan and South Korea 55 €​
United Arab Emirates, Qatar and Australia 65 €​

We inform you that taxes and customs duties may be applied to your order by the customs services of your country.
 
*Order preparation and delivery times may be extended by up to 10 days during sales operations.

Do not hesitate to contact our customer service if you wish to be delivered to a country that is not on this list.
 

Can I have my order delivered to a store ?

Click & Collect in-store delivery is free and available in the following absolut cashmere stores: Paris, Neuilly, Deauville, Cannes, Megève and Saint-Tropez.

To have your order delivered in-store, simply add the items you want to your shopping basket, then select the "In-store delivery" option at the delivery stage.
You will then receive confirmation of delivery within 2 to 3 days and confirmation once your parcel is available in the store.
To collect your parcel, you will need to show the order confirmation email and the buyer's ID.
You have 7 working days to collect your order from the store.
 

How do I track my delivery in real time?

As soon as your order leaves our warehouse, you are immediately informed by email.

This message will also give you the number of your packages, as well as a link to the online tracking of your order. You just have to click on this link to see where your package is in real time.

You can also find this number on the details of your order in your "My account" area which allows you to view the steps being processed.

I have not received my order, what to do?

When the order is shipped, an confirmation email will be sent to you where you can find the tracking number as well as the tracking link of your parcel.

You can also follow your order by entering the tracking number in the following link:
Colissimo: https://www.laposte.fr/outils/track-a-parcel

Important : the preparation time of your order may be delayed from 2 to 3 days during the French sales.

If there is any problem with the delivery, we recommend you to contact us via the contact form below so we can open an investigation with the carriers.
 

I would like to change my delivery address, what to do?

Currently, it is not possible to change the delivery address. Indeed, as soon as the payment is confirmed, your order is sent in preparation in our warehouse in order to ship it in the shortest possible time.

If your post address is incorrect and the carrier cannot deliver your parcel, this one will be returned to our warehouse and will be automatically refunded.
 
returns & refund

What are the conditions for returning an item?

If you wish to return an item to us, here are the conditions to be met in order to obtain a refund: 

- Returns must be made within 30 days of the delivery date
- The item must be in its original condition and show no sign of having been used: it must be clean, unwashed and undamaged
- The item must be returned in its original packaging
- The label must be intact and attached to the product

How do I make a return?

You have ordered online and would like to return one or more items?

You have 30 days from the date of delivery of your order to change your mind. For your return to be accepted, please make sure you comply with our return conditions listed in the answer to the previous question “What are the conditions for returning an item?” in our FAQ.

To make your return request, follow the steps below:

1. Go to your customer account in the “Orders” section.
If you placed your order as a guest, you will need to create an account to retrieve your orders and make your return request.

2. Identify the order you wish to return and access the details by clicking on “View order”.

3. On the order details page, click on the “Return” button.

4. Follow the steps, indicating the items you wish to return and the reason for the return, then “Confirm”.

5. Print out the return slip* (automatically generated in pdf format) and insert it into the parcel along with the items you wish to return.
Return costs are borne by the customer, who acknowledges and accepts this by adhering to these General Terms and Conditions of Sale.

You will need to send the parcel to the address below using the method of your choice (please make sure you write the address of our warehouse exactly as it appears):

MCC - ABSOLUT CASHMERE
11 RUE DE LA MARNE
77400 ST THIBAULT DES VIGNES
FRANCE


We recommend that you keep your proof of submission. Proof of submission certifies that your parcel has been received by the national transport company and will be required for any request from our Customer Support department if your return cannot be traced.

Your return parcel will be processed by our logistics teams within 2 to 10 working days of receipt.
Once the returned products have been checked and validated, you will receive an email confirming the refund of your order.
On receipt of this email, please allow 2 to 3 working days for the amount of your refund to be credited to your bank account, and 24 hours to your Paypal account.
 
*If you are unable to print out this return slip, you can enclose the delivery slip you received with your order so that our warehouse can identify your parcel.

What are the refund deadlines and methods?

From the moment your parcel is received by our logistics teams, please allow 2 to 10 working days for your return to be processed by our teams.
 
Once the returned products have been checked and validated, you will receive an email confirming the refund of your order.
 
You will be refunded using the same method of payment you used to place your order.
 
On receipt of the refund confirmation email, please allow 2 to 3 working days for the amount of your refund to be credited to your bank account, and 24 hours to your Paypal account.
 
If you have chosen to pay in several instalments with Alma, the refund will be credited to your bank account via Alma within 2 to 3 working days. If you have returned part of your order, your payment schedule will be updated and Alma will notify you by email.


If you have not received a refund confirmation email within 10 working days of the delivery of your return parcel to our warehouse, please email us at serviceclient@absolutcashmere.com attaching a photo of your proof of post office submission, featuring the sender and recipient addresses and the tracking number.

Is it possible to return an absolut cashmere item that was not purchased on the absolutcashmere.com website?

We only accept returns on products purchased from our absolutcashmere.com e-commerce site. If you wish to return an item purchased from another outlet, please contact the store where you made the purchase. 

It is not currently possible to return items ordered online to our stores. 

Subscribe to our Newsletter if you want to be the first to know about any changes to our return procedures.

Can I exchange an item purchased online?

We are not currently in a position to offer exchanges. We therefore invite you to return the unsuitable item for a refund, and to place a new order to receive the desired item.

To find out how to make a return, please check the answer to the question “How do I make a return?” in our FAQ.

 

I have received my order but it contains one or more damaged items

We would like to thank you for your order and apologise for any inconvenience caused.
If you find that an item is defective upon receipt, please contact our customer support department so that we can find a solution.
You have 72 hours from the date of receipt of your order to inform us of any problem with the conformity of the products received.

The information below should be sent to our Customer Support department:
-    Order reference and date
-    Defective product reference (found on the product label)
-    Flat photos of the defective item and the damaged area

You can email customer support at serviceclient@absolutcashmere.com.

Upon receipt of these details, your request will be examined by the absolut cashmere quality department.
If your product is found to be defective, we will send you a return label and you will be refunded within 3 to 12 working days of our warehouse receiving your parcel.
The refund will be made using the same method of payment you used to place the order, depending on your bank’s processing time.

I have received my order but one of the items does not match my order

We would like to thank you for your order and apologise for any inconvenience caused.
If you find that an item does not comply with your order upon receipt, please contact our customer support department so that we can find a solution.

You have 72 hours from the date of receipt of your order to inform us of any problem with the conformity of the products received.

The information below should be sent to our Customer Support department:
-    Order reference and date
-    Reference of the product ordered
-    Reference of the product received (reference no. on the label) 

You can email Customer Support at serviceclient@absolutcashmere.com.

How do I contact Customer Support?

If you haven’t found what you are looking for in our FAQ, you can contact absolute cashmere customer support:

- By emailing serviceclient@absolutcashmere.com
- By calling +33 1 89 71 04 26 Monday to Friday from 7am to 9pm

 
products

ARE YOUR PRODUCTS IN STOCK AND AVAILABLE?

Please note that when you are able to place a product in your basket, that means we have it in stock. Indeed, all the products visible on the e-shop site are available for sale.
 
For products displayed as in stock but are sold out on our site, it is possible that the stock has been sold during the day. Please reconnect regularly in the following days to check if we have received a new shipment of the reference in question.


 

ARE YOUR PHOTOS CONTRACTUALLY BINDING?

all product photographs are taken by experienced professionals so that you have the most accurate view of the product possible.
 
However, if despite all our efforts, there are differences between our product photos and the article, we would be extremely grateful if you would let us know so that we can improve their presentation.
 
If an item disappoints you with regard to its photo rendering, please remember that it is possible to return certain products and to receive a refund (refer to our return procedure).

 

Will you receive more of a product that is no longer in stock?

For products displayed as in stock but are sold out on our site, it is possible that the stock has been sold during the day.
 
Please reconnect regularly in the following days to check if we have received a new shipment of the reference in question.
 
Subscribe to our newsletter if you want advance information of any product arrivals so as not to miss out on our bargains.
 

WHAT SIZE SHOULD I CHOOSE?

The clothing product sheets include a sizing guide (next to the add to basket button).
 
There are, however, products whose cut is bigger or smaller. In such a case, when choosing the size there will be an alert message, for example "note, this product is cut small / this product is cut large".
 
In the absence of an alert, you can normally choose your usual size.
 
 

SPECIFIC PRODUCT INFORMATION

If you are already a customer, please login before filling out this form. This will allow us to process your request more quickly.
 
 

My account

Order

Payment

Delivery

Returns & refund

Products

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