FAQ

FREQUENTLY ASKED QUESTIONS

Everything you need to know.

A MESSAGE FROM 360CASHMERE

We may all be working from home,
but we wanted to assure you that we are still here for you.
Our warehouses are open and are shipping everyday. We
are closely monitoring and implementing guidelines from the
CDC to make sure that our team is safe and
YOUR product is sanitized.

Our online customer support is available
Monday-Friday
8am - 5pm

Stay safe and take care of each other.  

RETURNS & EXCHANGES

How do I start a return?

We hope that you adore what you ordered from 360CASHMERE 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@360cashmere.com to request a return authorization.

What is your return policy?

Returns/exchanges are accepted within 14-21 of receiving your order.

  • Merchandise must be unworn, unwashed, and placed back into the original bag.
  • After we have received your return, please allow 14-21 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.
  • Items marked as final sale, or purchased during our warehouse sale, cannot be returned or exchanged.

Holiday Return Policy

Items received between 11/10/20 and 12/23/20 may be returned until 1/10/21, subject to our other return guidelines.

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 14-21 business days for processing. Refunds will be issued in the form of which payment was received.

*During this time, please allow a few additional days for processing. 

Do you refund the shipping charges?

Shipping charges are non-refundable.

Can I return or exchange a Final Sale item?

Final sale items are not eligible for return, exchange or store credit. No exceptions.

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.

PRODUCT

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.

How should I care for my cashmere?

          • Dry clean or hand wash only.
          • To hand wash, bathe your cashmere in cold water with gentle detergent. Do not rub the fabric against itself or pull because it can stretch and lose its shape. Lay flat. Be patient.
          • Cashmere its most delicate when fibers are wet. You want to press and gently squeeze excess water out of your garment, place it on a dry towel and carefully roll it up. Once your towel has absorbed as much moisture as possible, lay flat to dry.
          • To avoid cashmere from growing always fold, do NOT hang. Your cashmere will thank you!

We don't recommend hanging your cashmere, since pure cashmere sweaters and accessories have the tendency to grow and lose shape when left to hang. Folding your cashmere and storing in our bags prevents moths from snacking on your favorite sweater. Toss a cedar ball in for extra freshness.

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.

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!

Do you ship internationally?

Due to COVID-19 we have experienced shipping and operational delays and thus had to simplify our operations here in the U.S. and limit our shipping capabilities. We are no longer shipping internationally, as of now. We apologize for the inconvenience.

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?

We do! If you have any interest in ordering wholesale with us, please contact sales@360sweater.com.

RETURNS & EXCHANGES

How do I start a return?

We hope that you adore what you ordered from 360CASHMERE 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@360cashmere.com to request a return authorization.

What is your return policy?

Returns/exchanges are accepted within 14-21 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 14-21 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.
  • Items marked as final sale, or purchased during our warehouse sale, cannot be returned or exchanged.

Holiday Return Policy

Items received between 11/10/20 and 12/23/20 may be returned until 1/10/21, subject to our other return guidelines.

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 14-21 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.

Can I return or exchange a Final Sale item?

Final sale items are not eligible for return, exchange or store credit. No exceptions.

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.

PRODUCT

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.

How should I care for my cashmere?

          • Dry clean or hand wash only.
          • To hand wash, bathe your cashmere in cold water with gentle detergent. Do not rub the fabric against itself or pull because it can stretch and lose its shape. Lay flat. Be patient.
          • Cashmere its most delicate when fibers are wet. You want to press and gently squeeze excess water out of your garment, place it on a dry towel and carefully roll it up. Once your towel has absorbed as much moisture as possible, lay flat to dry.
          • To avoid cashmere from growing always fold, do NOT hang. Your cashmere will thank you!

We don't recommend hanging your cashmere, since pure cashmere sweaters and accessories have the tendency to grow and lose shape when left to hang. Folding your cashmere and storing in our bags prevents moths from snacking on your favorite sweater. Toss a cedar ball in for extra freshness.

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.

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! 

Do you ship internationally?

Due to COVID-19 we have experienced shipping and operational delays and thus had to simplify our operations here in the U.S. and limit our shipping capabilities. We are no longer shipping internationally as of now. We apologize for the inconvenience.

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?

We do! If you have any interest in ordering wholesale with us, please contact sales@360sweater.com.

STILL HAVE QUESTIONS?

EMAIL US


Mon - Fri
8am - 5pm PST

Or give us a call.

833.421.0365

STILL HAVE QUESTIONS?

EMAIL US


Mon - Fri
8am - 5pm PST

Or give us a call.

310.360.7987

STILL HAVE QUESTIONS?

EMAIL US


Mon - Fri
8am - 5pm PST

Or give us a call.

310.360.7987