Customer service

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Frequently asked questions

1. Products
1.1 Where can I buy SuperCashmere?

SuperCashmere clothes are only available online via our webshop.

1.2 What type of material do SuperCashmere consist of?

SuperCashmere clothes are made from the finest 100% cashmere, spun in Scotland by the leading spinner in the world Todd & Duncan(since 1867).

1.3 Where are the clothes produced?

The design of our clothes are made in Amsterdam. The yarn is from Inner Mongolian and spun in Scotland. Our clothes are Made in Italy in the heart of the cashmere artisan area Perugia.

1.4 What is the best way to clean my SuperCashmere clothes?

Please see our Washing advice and maintenance page.

1.5 When does SuperCashmere release new colours and new styles?

Sign up in the footer below for our email list to receive priority updates on launch timing of new colours and styles.

2. Shipping, exchanges & returns
2.1 Which countries do you ship to?

SuperCashmere does ship to all countries within the EU.

2.2 What are the shipping costs?

SuperCashmere doesn't charge for shipping within the EU. Even returns are free.

2.3 Can I track my order?

Yes, as soon as we ship your order, you will receive an email with a Track & Trace code, so that you can track the shipment of your purchase.

2.4 Has my order been shipped?

When we ship your order you'll receive a shipping confirmation via e-mail which includes a track & trace number. This can be used to track delivery of your item(s). 

2.5 What is the delivery time of your purchase?

Unless mentioned otherwise, your purchase will be delivered to the Netherlands and Belgium the next day if ordered before 11.59 p.m and Germany if ordered before 2.00 p.m the next day. For other countries within the EU it will be delivered within 2-3 business days. 

2.6 What is your returns policy?

If you are not 100% satisfied with your purchase, you can return within 30 days. Within the EU we offer free returns.

2.7 How can I return my purchase?

Please see our Returns page.

2.8 I've returned my purchase to SuperCashmere. What happens next?

Once we have received your package, we will send you a confirmation email. You will have your purchase amount back in your account within about 5 business days. Credit card refunds will take 10 to 14 business days depending on the credit card company.

3. Orders
3.1 What is the current status of my order?

You can check the status of your order by logging into your SuperCashmere account on our website. Once the order is fulfilled, you will receive an email containing a Track & Trace number, through which you can track when your purchase will arrive.

3.2 Can I still change my order?

Once your order is placed, we will immediately start with fulfilling it in order to provide you with the fastest delivery time possible. Therefore, your order cannot be changed once it is placed.

4. Payments
4.1 Which payment methods do you accept?

Supercashmere accepts iDEAL, PayPal, Visa, MasterCard and American Express, MisterCash, Sofort, KBC and Giropay.

4.2 How long does it take to obtain a refund?

Once we have received your package, we will send you a confirmation email. You will have your purchase amount back in your account within about 5 business days. Credit card refunds will take 10 to 14 business days depending on the credit card company.