Cancellations & Refunds

How do I cancel my order?

If your order hasn't been accepted or dispatched just yet, the best thing to do is contact the Seller – the business that made or sourced your order – to let them know that you wish to cancel the order by either:

1.Signing in to your account, clicking ‘my account’ at the top of the page on desktop or at the bottom of the page on mobile, clicking ‘my orders’ within this menu, picking the order you want to cancel and then clicking on ‘contact the seller’; OR

2.Going to our 'customer contact' page and requesting kaashmira`s customer service team request this for you. Due to opening hours and volume, this could cause a delay.

When will I get my refund?

Refunds or exchanges will be made to you within 14 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in our returns guidelines.

As the Sellers payment agent, we will process the refund directly to your payment card, in no more than:

1.14 days after the day the product is received by the seller; or

2.If earlier, 14 days after the date you provide evidence that you have returned the product to the Partner; or

3.If there were no goods supplied, 14 days after the day on which you informed the Partner or us about your decision to cancel your order

My item arrived faulty, What do I do?

We hope that every purchase will reach you in a perfect condition but in the rare case it doesn't, please get in touch with the Seller to let them know. Our Sellers are the creative businesses who sell through Kaashmira.com.

To get in direct contact with the relevant Seller, visit the 'my orders' section and use the 'Contact the seller' button or just follow the link below and log in:

My orders

You can also find the option to contact the relevant Seller in the confirmation email you received when ordering.

It’s necessary to include as much information as you can about the issue and if possible also provide some pictures that show any damage to the product and where relevant, the external packaging. Please don’t destroy or throw away any product or packaging, even if it’s faulty, before you’ve spoken to the Seller and agreed that doing so won't affect any refund you may be entitled to.

Our Sellers aim to respond to all enquiries within 24 hours and will let you know how best to proceed. Should you still require assistance after contacting the Seller, please do contact us directly on sales@kaashmira.com

Can I return any item I bought from your site?

Unfortunately, some items are non-cancellable and non-refundable:

  • Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by the Seller to all customers), is personalised or otherwise can't be resold due to a bespoke element

To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.

My item is personalised, but I do not like it. Can I return it?

If an item is personalised or specifically made to order it cannot be returned or refunded unless it is faulty. See our returns policy for more information. We always try to ensure that the images of products on our website are as realistic as possible and that the product details include all the information you need to decide if the item is suitable for you.

You can always contact the Seller – the business that made your item – to ask them questions or ask for their advice on how best to proceed if you have an issue. They should respond to you directly, usually within 24 hours. To receive and respond to their messages please log into your account, visit the 'my orders' section and use the 'Contact the seller' button.

I have a complaint about my product, what do I do?

The terms in place between us and our Sellers make it clear that no product should be uploaded to the site or offered for sale or supply if it’s unlawful in any way. This includes a requirement that all items meet relevant standards in respect of their manufacture and are fairly sold.

We pride ourselves on being able to provide customers with full, complete and accurate product descriptions so that they can make informed decisions about whether or not to buy something. If the description didn’t live up to your expectations, or you felt it was misleading in any way please contact the Partner by logging into your account, visit the 'my orders' section and use the 'Contact the seller' button or just head to my orders.

You can also find the option to contact the relevant Sellers in the confirmation email you received when ordering, but of course if you still require assistance after contacting the Seller, please get in touch with us directly and we'll be more than happy to help.

How do I return my order?

Contact the Seller – the business that made or sourced your order – to let them know that you wish to return or exchange a product by either:

1.Letting the Seller know directly by signing in to your account, clicking ‘my account’ at the top of the page, clicking ‘my orders’ within this menu, picking the order you want to return and then clicking on ‘contact the seller’ where you can upload this information; OR

2.Going to our 'customer contact' page and choosing ‘cancel order’ from the drop down menu.

If already received, package the item up and send it back to the Seller within 14 days of letting them know that you want to return the product (we recommend you use a signed-for delivery service or courier with proof of postage). Please note that you’ll have to bear the direct cost of returning the product.

Please make sure not to return any products to kaashmira but confirm the address where the package needs to be returned to with the Seller.

As the Seller`s payment agent, we’ll process the refund directly to your payment card, in no more than:

1.14 days after the day the product is received by the Partner; or

2.If earlier, 14 days after the date you provide evidence that you have returned the product to the selle; or

3.If there were no goods supplied, 14 days after the day on which you informed the seller or us about your decision to cancel your order

Please don’t destroy or throw away any product and where relevant the external packaging, even if it’s faulty, before you’ve spoken to the Seller and agreed that doing so won't affect any refund you may be entitled to.

You’re liable for any diminished value of the product resulting from the handling of the product in any way other than what’s necessary to establish the nature, characteristics and functioning of the product while you’re responsible for it (this includes, in the context of a return, when the product is in transit back to the Seller).

Are return postage costs reimbursed?

The cost of return postage will be at your expense unless the goods are faulty or the Seller – the business that made or sourced your order – offers a 'free returns' service.

If you’ve any further questions regarding your return, please first look at our returns page or contact the Seller by using the 'my orders' section of the website or using the ‘Contact the seller’ button.

Track Order