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