Customer Service

How to wash a cashmere garment?
Cashmere can last a lifetime if cared for in the right way. Visit our "Cashmere Care" page where you will find a detailed guide and all the products needed to keep your cashmere garments in great condition.

How do I remove pilling on cashmere garments?
Visit our "Cashmere Care" page where you will find a detailed guide and all the products needed to treat pilling.

How long does it take for an order to arrive?
Delivery time is very fast, only 24/48 hours from the time of order confirmation (for islands or areas that are difficult to reach, it may take an extra day).

How is a OneCashmere package shipped?
You can find out how we ship your cashmere garments on the "Care in shipping" page.

How can I track my order?
You will receive detailed information on the status of your order at the e-mail address you provided (so check that it is correct).

Which courier is used for shipping my order?
GLS courier for shipments to Italy and DHL for abroad.

How much does OneCashmere shipping cost?
Shipping costs in Italy are €8 for all destinations and free of charge if your order exceeds € 70. For foreign destinations there is a special field on the shopping cart page from which you can calculate shipping costs based on destination.

Can I change the shipping address after the order has been shipped?
It is not possible to change the shipping address once the package has been sent. Therefore, we ask you to ensure that you provide the correct shipping address and all the information necessary for the courier.

I need an invoice, how can I request one?
To request an invoice, write INVOICE in the "Notes on the order" section, with the billing information.
ATTENTION: It is not possible to request an invoice after the order has been shipped; request it when ordering..

What payment methods are available?
For all information on payment methods, visit the "Payment Methods" page.

How do I apply a discount code that I received through the Newsletter?
Just enter the discount code in the "Discount Code" field on the Shopping Cart page before making the payment; once the code is applied correctly you will see the figure in the total to be paid, updated with the discount.

Why doesn’t my discount code work?
If the code is not applied it could be for one of the following reasons:
  • you only have items that are discounted or on promotion in your cart: the code cannot be used on such items;
  • you have already used the code; coupon discount codes can only be used once, after which they are unusable.

I canceled the order to which I applied the discount code: how do I get it back?
Send an email to requesting the code you used; we will check if the code was really used, and send it by email again.

I signed up for the newsletter but no e-mail with a discount code arrived?
The email with the discount code is an automatic email, check that it didn’t end up in your SPAM folder. Otherwise it might not have arrived yet: wait a few minutes and reload your email page.

How do I exchange or return an item?
View our "Exchange / Return" page for all necessary information.

How long do I have to exchange or return my purchase?
You have 15 days from the time of delivery to return or exchange an item purchased online.

How do I create an account?
To create an account click on the "Login" icon on the top left> click on the "Create an Account" button> fill out the form and click the "Send" button. You will be sent an email with the "User Name" and the "Password" to enter the site whenever you want.

How do I access my account?
To access your account, click on the "Login" icon on the top left> enter the "User Name" and the "Password"> click the "Login" button.

I forgot my account password. What should I do?
If you are unable to log in to your account due to incorrect or forgotten password, you can retrieve it in the "Login" section by clicking on "Forgotten Password". You will be asked to enter the email address used for registration. A link for password recovery will be sent to you at that email address and you can create a new password by clicking on the link. Once the process is complete, log back in to the dedicated section with the new password.

What email do I receive if I sign up for the newsletter?
All subscribers to our newsletter receive only information about discounts and preview promotiona. If we happen to be in your area with the Forte dei Marmi market, you will be notified and asked if you want to come and meet us and touch our cashmere.

How do I sign up for the newsletter and receive my discount code?
Fill in the required field on this page and you will immediately receive the discount code by email.

Can I buy a gift for someone else ?
Yes, any item can be purchased and sent to other people as a gift. All our garments are shipped in packaging that is suitable for a gift.

If your order is a gift, write GIFT in the "Order notes" section of your order; we will remove the prices from the items shipped. No personalized greeting cards are available.

No order confirmation has arrived, what should I do?
  • Always check that the email address provided is correct , otherwise you will not receive the communications sent by us
  • Check if the payment transaction was successful
  • Check that the order confirmation email has not ended up in your SPAM folder

I can't find the colours I'm interested in on the site, could they still be available?
No, the colours available are those that, once the desired size is selected, are not barred and are visible.

Are the sizes the same for each model?
No, each model has its own size; we invite you to always check the sizes of each model using the size chart you find on the page of each product.

For technical problems, reporting errors / malfunctions, difficulties in concluding or placing an order, you can:

Service active from Monday to Friday from 9:00 to 13:30 UTC+1 (all messages / emails received after hours will be answered as soon as the service is active in chronological order)
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