FAQ

FREQUENTLY ASKED QUESTIONS

Everything you need to know.

RETURNS & EXCHANGES

How do I start a return?

We hope that you adore what you ordered from NAKEDCASHMERE but, in the event that you don't, we've made it quick and easy to return items to us. For US orders, please click the button below and follow the instructions there to start your return. For International orders, contact us at stylist@nakedcashmere.com to request a return authorization.

What is your return policy?

Domestic Returns:


Returns/exchanges are accepted within 14 days of receiving your order.

  • Merchandise must be unworn, unwashed, and placed back into the original bag.
  • After we have received your return, please allow 7-10 business days for processing. Refunds will be issued in the form of which payment was received.
  • Shipping charges, if applicable, are non-refundable.
  • If you receive an item that is damaged, please contact customer service immediately.
  • Gift cards are final sale.

    International Returns:

    Returns/exchanges are accepted within 14 days of receiving your order.

Return labels are not provided for international returns, but please contact us at stylist@nakedcashmere.com to request a return authorization.

  • Shipping charges are non-refundable.
  • Taxes and Duties are not reimbursed by NAKEDCASHMERE. Please contact your local customs department for reimbursement.

NOTE: We strongly recommend that you save your return tracking number until you have been notified that we have completed your refund.

What is your holiday return policy?

Items ordered between 11/01/19 and 12/23/19 may be returned until 1/10/20, for a full refund, subject to our other return guidelines.

I received an instant credit for my return. What does this mean?

Congrats! If you received an Instant Credit code, this means you are eligible to make another purchase with an instant store credit voucher, rather than waiting for your item(s) to be received, and refunded.

The Instant Credit is an optional store-credit in the amount of your returning merchandise that you can choose to use at checkout. Why would we do this? Because life's too short to wait for a refund! xx

If you choose not to use this credit, or have a balance leftover, you will be refunded to the original method of payment once the item(s) are received back to our warehouse. Easy.

I received a gift. How do I return or exchange it?

To return a gift, please visit our return portal here. Under the email input field you will see a link titled "Gift return?". Once you click on that, you will be prompted to input the order number and your email so that we can send you a gift card for the total value of the return that you can use on a new purchase.

When can I expect my refund?

After we have received your return, please allow 7-10 business days for processing. Refunds will be issued in the form of which payment was received.

Do you refund the shipping charges?

Shipping charges are non-refundable for both domestic and international orders.

ORDERING

What is Afterpay and how do I use it?

Afterpay is offered as a payment method in the checkout section.

Afterpay allows you to break your order total into 4 interest-free payments. Pay for your purchase over 4 equal installments, due every two weeks!

Can I change or cancel my order after it has been placed?

To keep our shipping process as efficient as possible for everyone, we are unable to edit or cancel orders once they have been placed.

How do I apply a promotional code to my order?

If you have a promotional code or gift card to use, you can input that once you have reached checkout, in the box labeled "Gift code or discount code". If you receive an error message and the discount it not applied to the order, please feel free to reach out to us for assistance.

Why have I received an email that the item I ordered is out of stock?

Unfortunately, we sometimes oversell an item and will need to cancel and refund your order. We never want to do this but with popular items, it can happen. You will always be notified and refunded promptly if this happens and we can always suggest a similar item.

I’m ordering a Christmas gift. Will my package arrive on time?

Christmas 2019 Delivery Schedule

Shipping Method Last Order Date

UPS GROUND

12/11

UPS 2-DAY AIR

12/17

UPS NEXT DAY AIR

12/18

INTERNATIONAL

12/10

Personalized Monogram Schedule

Shipping Method Last Order Date

UPS GROUND

12/3

UPS 2-DAY AIR

12/9

UPS NEXT DAY AIR

12/10

PRODUCT

What is traditional retail price?

We have committed to sell our products exclusively direct to our customers instead of relying on retailers or distributors to sell our product at a markup. We sell our products for ‘wholesale’ prices directly to you, which means you get top-quality products for half the traditional retail price!

Do you have a size chart?

Yes! You can view our size chart here and if you still have questions, feel free to reach out to one of our stylists.

What ply is your cashmere?

To get info on ply and much more, visit our Cashmere 101 page here.

What is gauge and knit?

To get info on gauge and knit and much more, visit our Cashmere 101 page here.

Is your product fair trade, are the animals treated well?

For more info how our products are sustainable, traceable and fair trade, check out our Cashmere 101 page here.

How should I care for my cashmere?

For more info on how to care for your cashmere and keep it in the best condition possible, please visit our cashmere care page here.

SHIPPING & DELIVERY

When will my package arrive?

All orders ship out within 1-2 business days of ordering, unless otherwise noted on the order confirmation. If your order is placed over the weekend or on a holiday, it will not be processed until the following business day. Once your order has been shipped you will be notified via email with a tracking link.

Expedited Shipping: Orders received after 10am PST will ship following business day.

I’m ordering a Christmas gift. Will my package arrive on time?

Christmas 2019 Delivery Schedule

Shipping Method Last Order Date

UPS GROUND

12/11

UPS 2-DAY AIR

12/17

UPS NEXT DAY AIR

12/18

INTERNATIONAL

12/10

Personalized Monogram Schedule

Shipping Method Last Order Date

UPS GROUND

12/3

UPS 2-DAY AIR

12/9

UPS NEXT DAY AIR

12/10

My tracking says delivered but my order is not here, what do I do?

Sometimes the delivery driver will mark the package as delivered before actually releasing the package. For these scenarios, we ask that you wait 24-48 hours to see if the package ends up getting delivered. We also ask that you check with your neighbors or check around the outside of your house or apartment building. If you are still unable to locate the package, please contact one of our stylists so that we can assist you.

How much is shipping?

We offer free ground shipping on all US orders!

For orders over $250, we offer free 2-Day shipping or you have the option of our flat rate overnight shipping for $20.

If your order is under $250 and you want a faster delivery method, you will see the valid UPS rates at checkout.

Will tax and duty be applied to my international order?

Import duties and taxes are included at the time of checkout for your convenience. Duties on goods vary widely depending on the product and the country it was manufactured in, but normally total 18-20% of the item price.

Taxes and Duties are not reimbursed by NakedCashmere. Please contact your local customs department for reimbursement.

If you refuse a shipment from NakedCashmere, you are responsible for the original shipping charges as well as the import fees that may be incurred upon delivery back to us. These charges are not refunded to you.

All prices are listed in US Dollars, and charged to your credit card in US Dollars. The bank that has issued your credit card determines the exact exchange rate that you will be charged. To get an estimate of the current rate, check out the link below:

https://www.xe.com/.

GENERAL

How do I create an account?

To create an account with us, you can either reach out to one of our stylists and we can send you an account invite OR you can go here and input your name and email address.

Do you sell to wholesale accounts?

Unfortunately, Naked Cashmere is a direct to consumer line only and not offered for wholesale for resale purposes.

Do you ever have any sales?

Never. We want our customers to Shop With Confidence, so we offer our sweaters and accessories at half the traditional price all year round. To stay in the know, subscribe to our email list and you'll be the first to hear about private shopping events, VIP perks and new arrivals.

STILL HAVE QUESTIONS?

EMAIL US


Mon - Fri
8am - 5pm PST

Or give us a call.

424.387.2900

RETURNS & EXCHANGES

How do I start a return?

We hope that you adore what you ordered from NAKEDCASHMERE but, in the event that you don't, we've made it quick and easy to return items to us. For US orders, please click the button below and follow the instructions there to start your return. For International orders, contact us at stylist@nakedcashmere.com to request a return authorization.

What is your return policy?

Domestic Returns:


Returns/exchanges are accepted within 14 days of receiving your order.

  • Merchandise must be unworn, unwashed, and placed back into the original bag.
  • After we have received your return, please allow 7-10 business days for processing. Refunds will be issued in the form of which payment was received.
  • Shipping charges, if applicable, are non-refundable.
  • If you receive an item that is damaged, please contact customer service immediately.
  • Gift cards are final sale.

    International Returns:

    Returns/exchanges are accepted within 14 days of receiving your order.

Return labels are not provided for international returns, but please contact us at stylist@nakedcashmere.com to request a return authorization.

  • Shipping charges are non-refundable.
  • Taxes and Duties are not reimbursed by NAKEDCASHMERE. Please contact your local customs department for reimbursement.

NOTE: We strongly recommend that you save your return tracking number until you have been notified that we have completed your refund.

What is your holiday return policy?

Items ordered between 11/01/19 and 12/23/19 may be returned until 1/10/20, for a full refund, subject to our other return guidelines.

I received an instant credit for my return. What does this mean?

Congrats! If you received an Instant Credit code, this means you are eligible to make another purchase with an instant store credit voucher, rather than waiting for your item(s) to be received, and refunded.

The Instant Credit is an optional store-credit in the amount of your returning merchandise that you can choose to use at checkout. Why would we do this? Because life's too short to wait for a refund! xx

If you choose not to use this credit, or have a balance leftover, you will be refunded to the original method of payment once the item(s) are received back to our warehouse. Easy.

I received a gift. How do I return or exchange it?

To return a gift, please visit our return portal here. Under the email input field you will see a link titled "Gift return?". Once you click on that, you will be prompted to input the order number and your email so that we can send you a gift card for the total value of the return that you can use on a new purchase.

When can I expect my refund?

After we have received your return, please allow 7-10 business days for processing. Refunds will be issued in the form of which payment was received.

Do you refund the shipping charges?

Shipping charges are non-refundable for both domestic and international orders.

ORDERING

What is Afterpay and how do I use it?

Afterpay is offered as a payment method in the checkout section.

Afterpay allows you to break your order total into 4 interest-free payments. Pay for your purchase over 4 equal installments, due every two weeks!

Can I change or cancel my order after it has been placed?

To keep our shipping process as efficient as possible for everyone, we are unable to edit or cancel orders once they have been placed.

How do I apply a promotional code to my order?

If you have a promotional code or gift card to use, you can input that once you have reached checkout, in the box labeled "Gift code or discount code". If you receive an error message and the discount it not applied to the order, please feel free to reach out to us for assistance.

Why have I received an email that the item I ordered is out of stock?

Unfortunately, we sometimes oversell an item and will need to cancel and refund your order. We never want to do this but with popular items, it can happen. You will always be notified and refunded promptly if this happens and we can always suggest a similar item.

I’m ordering a Christmas gift. Will my package arrive on time?

Christmas 2019 Delivery Schedule

Shipping Method Last Order Date

UPS GROUND

12/11

UPS 2-DAY AIR

12/17

UPS NEXT DAY AIR

12/18

INTERNATIONAL

12/10

Personalized Monogram Schedule

Shipping Method Last Order Date

UPS GROUND

12/3

UPS 2-DAY AIR

12/9

UPS NEXT DAY AIR

12/10

PRODUCT

What is traditional retail price?

We have committed to sell our products exclusively direct to our customers instead of relying on retailers or distributors to sell our product at a markup. We sell our products for ‘wholesale’ prices directly to you, which means you get top-quality products for half the traditional retail price!

Do you have a size chart?

Yes! You can view our size chart here and if you still have questions, feel free to reach out to one of our stylists.

What ply is your cashmere?

To get info on ply and much more, visit our Cashmere 101 page here.

What is gauge and knit?

To get info on gauge and knit and much more, visit our Cashmere 101 page here.

Is your product fair trade, are the animals treated well?

For more info how our products are sustainable, traceable and fair trade, check out our Cashmere 101 page here.

How should I care for my cashmere?

For more info on how to care for your cashmere and keep it in the best condition possible, please visit our cashmere care page here.

SHIPPING & DELIVERY

When will my package arrive?

All orders ship out within 1-2 business days of ordering, unless otherwise noted on the order confirmation. If your order is placed over the weekend or on a holiday, it will not be processed until the following business day. Once your order has been shipped you will be notified via email with a tracking link.

Expedited Shipping: Orders received after 10am PST will ship following business day.

I’m ordering a Christmas gift. Will my package arrive on time?

Christmas 2019 Delivery Schedule

Shipping Method Last Order Date

UPS GROUND

12/11

UPS 2-DAY AIR

12/17

UPS NEXT DAY AIR

12/18

INTERNATIONAL

12/10

Personalized Monogram Schedule

Shipping Method Last Order Date

UPS GROUND

12/3

UPS 2-DAY AIR

12/9

UPS NEXT DAY AIR

12/10

My tracking says delivered but my order is not here, what do I do?

Sometimes the delivery driver will mark the package as delivered before actually releasing the package. For these scenarios, we ask that you wait 24-48 hours to see if the package ends up getting delivered. We also ask that you check with your neighbors or check around the outside of your house or apartment building. If you are still unable to locate the package, please contact one of our stylists so that we can assist you.

How much is shipping?

We offer free ground shipping on all US orders!

For orders over $250, we offer free 2-Day shipping or you have the option of our flat rate overnight shipping for $20.

If your order is under $250 and you want a faster delivery method, you will see the valid UPS rates at checkout.

Will tax and duty be applied to my international order?

Import duties and taxes are included at the time of checkout for your convenience. Duties on goods vary widely depending on the product and the country it was manufactured in, but normally total 18-20% of the item price.

Taxes and Duties are not reimbursed by NakedCashmere. Please contact your local customs department for reimbursement.

If you refuse a shipment from NakedCashmere, you are responsible for the original shipping charges as well as the import fees that may be incurred upon delivery back to us. These charges are not refunded to you.

All prices are listed in US Dollars, and charged to your credit card in US Dollars. The bank that has issued your credit card determines the exact exchange rate that you will be charged. To get an estimate of the current rate, check out the link below:

https://www.xe.com/.

Holiday 2019 Delivery Schedule

GENERAL

How do I create an account?

To create an account with us, you can either reach out to one of our stylists and we can send you an account invite OR you can go here and input your name and email address.

Do you sell to wholesale accounts?

Unfortunately, Naked Cashmere is a direct to consumer line only and not offered for wholesale for resale purposes.

Do you ever have any sales?

Never. We want our customers to Shop With Confidence, so we offer our sweaters and accessories at half the traditional price all year round. To stay in the know, subscribe to our email list and you'll be the first to hear about private shopping events, VIP perks and new arrivals.

STILL HAVE QUESTIONS?


Mon - Fri
7am - 4pm PST

Or give us a call.

424.387.2900