FAQs - Frequently Asked Questions
1.1 Create a Just Cashmere account
Click Register at the top right of the page, then click Create Account . Then, all you have to do is fill in your name, first name, email address and choose a password. Finally, click Save. Your account is created!
1.2 Find my forgotten password
Click on Log in at the top right of the page, enter your email address and click on Forgot your password . We will then send you an email to reset your password.
1.3 How to receive the Just Cashmere Newsletter ?
Go to the footer of the site's home page, in the Newsletter tab , enter your email address.
1.4 How to unsubscribe from the Just Cashmere Newsletter ?
When you receive a newsletter in your mailbox, click on Unsubscribe at the bottom of the page.
1.5 Change my personal information
Click on My Account , then on Addresses . You can see your addresses, modify them and delete them.
It is not possible to change your name or email address. In case of change, we invite you to create a new account.
2.1 How to place an order?
After browsing the site, click on the product you want. Select your size then click Add to Cart . Next, click the View Cart button . Here you will find the summary of your order. You can check the Agree to Terms and Conditions checkbox, then click Proceed to Checkout . You then have to enter your information and validate your order. You will then receive an email confirming your order.
2.2 How to use a promotional code?
You can add your promotional code after validation of the basket, at the information stage, at the top right in the reduction code box . The discount will be deducted from the total amount of your order.
2.3 Can I modify or cancel an order?
Once your order has been validated, it is no longer possible to modify your order yourself. However, you can write an email to our customer service mentioning your request for modification or cancellation, at the following address: contact@justecachemire.com
3.1 Delivery areas
We send orders to all European countries except Switzerland and England.
Please note that we are not able to send deliveries to destinations located in the French DOM-TOMs.
3.2 Delivery times
Delivery times are 3 to 5 working days for deliveries in France, (excluding DOM-TOM)
Delays can be up to 7 working days for deliveries in Europe (Spain, Portugal, Italy, Germany, Netherlands)
These deadlines may be extended due to the covid-19 pandemic.
4.1 Status of my order
You will receive an order confirmation email once your purchase has been validated.
4.2 Tracking my order
An email will be sent to you with the parcel tracking number for the delivery of your order. You can then track your package on the website of the carrier you have chosen, using the links below:
Link for La Poste parcel tracking: https://www.laposte.fr/outils/suivre-vos-envois
Link for MRW package tracking: https://www.aftership.com/fr/couriers/mrw-spain
Link for Mondial Relay parcel tracking: https://www.mondialrelay.fr/suivi-de-colis/
Link for UPS parcel tracking: https://www.ups.com/fr/fr/services/tracking.page
4.3 My parcel is announced as lost
In case the tracking of your package indicates your order as "lost". Please contact our customer service by email at the following address contact@justecachemire.com
Please specify if you would like a refund or return of your order*
In case the tracking of your package indicates your order as "return to sender". Please contact our customer service by email at the following address contact@justecachemire.com
Thank you for specifying your address in order to plan the return of your order *
*( while stocks last )
5.1 What is the deadline for returning an item? When will I be reimbursed?
For any item returned within 30 days of receipt of the order, and in accordance with the conditions for product returns, we undertake to make the refund to the customer's account used during the purchase ( Paypal or CB ), corresponding to the price of the product(s) excluding postage, within a maximum period of 15 days after receipt of the return package.
5.2 Return and refund conditions
To be accepted, returns must meet the following characteristics:
- The product(s) must never have been worn outdoors. The product(s) must be in new condition,
- The returned product(s) must correspond to the delivered product(s),
- The product(s) is (are) returned in its original packaging in good condition (shoe box not taped), all in a properly closed package,
- The product(s) is (are) returned within 30 days of receipt of the order,
- Empty packaging will result in a refusal for any exchange or refund.
5.3 How do I request an exchange or refund for my order?
In order to request an exchange or refund, please complete the return form by following this link: https://justecachemire.com/pages/livraisons-retours
You will then receive the return procedure information by email.
5.4 Return rates
Return costs are the responsibility of the customer. The latter is free to choose the sender of his choice.
5.5 My item has a defect
If your item has a defect, please send photos of it by email to the following address: contact@justecachemire.com
Customer service will provide you with an appropriate response and will tell you what to do.
- PAYMENTS
6.1 Means of payment
Payment is made immediately when ordering, via the payment method chosen by the customer. He has the choice between:
- Paypal secure payment platform
- The Stripe secure payment platform for credit card payments: Visa, Mastercard and American Express.
7.1 Manufacturing
Our products are 100% cashmere. They are made in Cambodia, China and Burma (depending on the models)
7.2 Size guide
7.3 Caring for your cashmere
Instructions for washing and caring for cashmere products are as follows:
- Hand wash in cold water (or machine wash on special program)
- Wash separately
- Do not twist or wring
- Dry flat (ideally on a towel)
Cashmere loves water, the more you wash it the more beautiful it is. The optimal solution is to wear it once and then wash it.
Machine washing is the ideal method: with a cold wool program and a small amount of special wool detergent (500 rpm maximum). Do not use fabric softener.
Leave to dry flat on a towel. It is possible to iron it with steam or upside down under a tea towel.
It is important to know that cashmere is a very fragile natural fiber, it is the down of the goat (the structure of the fiber is similar to that of our hair), not respecting the washing instructions, it can destroy its fiber.
It is advisable not to wear your cashmere product 2 days in a row. It is important to let your product made of natural fibers rest.
