Refund policy

To start a return or exchange, visit returns.nearlynewcashmere.co.uk.

Returns & Exchanges

Part of building a more sustainable wardrobe is keeping and wearing clothes you love, so if you’ve changed your mind or your cashmere doesn’t fit, we will gladly accept a return or exchange within 28 days of your original order’s delivery. Our returns period will be extended for Christmas gift returns.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with swing tag attached.

 

Gift Returns

We have extended our returns period for Christmas gifts. Gift orders placed from the 1st October - 24th December can be returned for a refund up until the 12th January 2027. We can accept exchanges or refunds to gift card until the 31st January 2027. 

To return a gift, please use our returns portal and select 'return a gift'. Please provide as much information as you can, your gift receipt will include the invoice number which is very helpful for us.

 

For UK Returns:

Returns cost £4.85 which includes the cost of your tracked and insured label. If your return is submitted through our returns portal but lost on its way back to us, we will still process your refund. This £4.85 is waived for those who opt to be refunded to a gift card, rather than to the original payment method. You can opt for a label to print yourself or a QR code. Both can be taken to your local Royal Mail post office.

For exchanges, we charge postage (£3.85) for the returned order, but not for the new order. When processing an exchange you may see a hold on your card for the amount of the original item. You have 28 days to return your exchanged item to us. If we do not receive it within 28 days of when you initiated your return we will charge your original payment method for the full amount. You can opt for a label to print yourself or a QR code. Both can be taken to your local Royal Mail post office.

A postage label or QR code will be generated through our online portal when you confirm your return or exchange and emailed to you.

Any returns not submitted through our returns portal may be subject to delays and are not insured.

 

For Non-UK Returns:

If you are returning from outside the UK, please process the return or exchange through our returns portal.

Returns from the United States:

Return labels will be created for US returns using USPS or DHL. Please note, labels will be generated through our returns portal but the cost of the label will be deducted from your refund amount.

Other countries:

Unfortunately, we are unable to create labels for non-UK and non-US returns at this stage. Please purchase your own label and ensure the shipment is marked as 'Returned Goods' or you may be subject to additional charges. Address your return to: Nearly New Cashmere Co, Unit 5, Masham Business Park, Fearby Road, Masham, Ripon, North Yorkshire, United Kingdom, HG4 4FA.

Any returns not submitted through our returns portal may be subject to delays and are not insured.

 

Discounts

Discounts cannot be applied or carried through the returns or exchanges process. New customer 10% discount codes are applicable only to the first order and not to any subsequent exchange orders.

 

Refunds

We aim to process refunds on the day we receive them but please allow 3 working days. 

We reserve the right to charge £5 to wash and reprocess items that don't come back to us fit for resale. 

In the event that your order arrives damaged in any way, please email us as soon as possible (within 7 days) at info@nearlynewcashmere.co.uk with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

 

Late or missing refund

Expect to receive funds into your account within four working days, this depends on the method of payment you used to place your order.

 

Issue with item

If you have an issue with an item in your order, such as damage or the wrong item was received, please email us with your order number and a clear photo within 7 days of receiving your order.

 

If you have any further questions, please don't hesitate to contact us at info@nearlynewcashmere.co.uk.