Frequently Asked Questions

ORDERING

HOW CAN I ORDER?

The easiest way to order is through our website. If you have any issues at all please fill in our form here with your phone number and we can call you back as soon as possible.

WHAT HAPPENS WHEN I PLACE AN ORDER?

When you complete your payment, you will receive a confirmation e-mail to advise you that we are processing your order. We will contact you by email in the event that we need further information from you, or if there is a problem with your order.

I AM ORDERING A GIFT - WILL THE RECIPIENT SEE THE PRICE?

If the recipient is different from the billing name, we will assume your order is a gift and won't put any billing information in your box. However you will receive an email confirming your order and the price you have paid.

CAN I CHANGE AN ORDER ONCE IT’S BEEN PLACED?

If you need to make any amendments to your order, please contact us as soon as possible, and if not already shipped, we will do what we can to makes the changes. Once shipped we cannot amend your order.

WHAT CAN I DO IF I AM HAVING TROUBLE COMPLETING MY ORDER?

Please contact us if you are having any difficulties placing your order. We will be happy to help you.
MAKING A PAYMENT

HOW DO I PAY FOR MY PURCHASE?

Payment is taken when you checkout. You can pay using all major debit or credit cards including Visa, MasterCard and American Express. You can also pay by PayPal. If you experience any difficulties when making your payment, please contact us.

IS IT SAFE TO USE MY CREDIT CARD ONLINE?

Yes, all payments are processed through secure checkout system provided by Stripe.
SETTING UP AN ACCOUNT

DO I NEED TO CREATE AN ACCOUNT IN ORDER TO ORDER A GRAHAM CASHMERE PRODUCT?

You can shop at Graham Cashmere using a guest account. If you would like to save yourself time when you shop with us in the future, then we would recommend taking a couple of minutes to set up an account. An account offers you the best way to

  • track your orders
  • speed the payment process
  • keep a history of past purchases
  • stay in touch

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. When you shop on our website your payment details will remain protected before it is sent over the internet. For more information, please read our Privacy Policy in full.

HOW CAN I SUBSCRIBE/UNSUBSCRIBE TO THE NEWSLETTER?

Subscribing to our newsletter couldn't be easier. Simply enter your e-mail address in the "Email Signup" at the bottom of our website. Our newsletters will ensure you are the first to know about what’s new in, any offers or sales, event invitations and other news.

To unsubscribe is just as easy. Simply click the 'unsubscribe' link at the bottom of your latest newsletter e-mail and you will no longer be on our mailing list.

Your account will be unaffected by unsubscribing from our newsletters.
DELIVERY

CAN MY ORDER BE DELIVERED TO A DIFFERENT ADDRESS TO MY HOME ADDRESS?

Yes, we can deliver to a different address if required. There is a Delivery Address option during the checkout process. Please ensure your billing details match those that your card is registered to.

We can ship to almost any destination worldwide. As are rule we use a courier service so shipments can be tracked. Delivery will require a signature. For this reason, we are not able to shop to a PO Box address. Please provide a residential or work address for all shipments.

CAN I TRACK MY ORDER?

Once your order has been dispatched, you will receive an email containing your air waybill number to track your package. If you have registered with us, you can also follow the progress of your delivery by signing into your account and selecting ‘My Account’ followed by ‘Order Status’.

HOW LONG WILL DELIVERY TAKE?

UK delivery generally takes 3 working days. Standard worldwide delivery takes 7-10 days generally. This may take longer at busy times or for remote locations.

Please note that bespoke services require additional time prior to shipment. If you require an urgent turnaround on our bespoke/monogramming service please contact us and we will do our best to accommodate your request.

HOW MUCH DOES DELIVERY COST?

For information on other delivery and worldwide shipping charges, please look at the ‘Delivery’ section of our Terms & Conditions.

DO I NEED TO SIGN FOR MY ORDER?

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders. We are unable to leave packages without a signature.

HOW MUCH DO I PAY IN DUTIES AND TAXES?

The amount of duties and taxes due on your order depends on where you are shopping from and where your order is being shipped to. For more information please refer to the ‘Import Taxes and Duties’ section of our Terms and conditions.
RETURNS & EXCHANGES

HOW DO I RETURN OR EXCHANGE A GRAHAM CASHMERE ORDER?

Making a return or exchange is easy. You have 30 days to decide whether to keep your order. For further information please see our ‘Returns Policy’ in Terms and Conditions
CARE

WHAT IS THE BEST WAY TO STORE MY CASHMERE?

To ensure your cashmere stays in great shape, you should fold carefully and store your cashmere in a sealed cotton bag.

WHAT IS THE BEST WAY TO WASH MY CASHMERE ITEM?

See all of our cashmere care products here

All our products arrive with washing and care instructions. We recommend hand washing in warm (not hot) water with a gentle wool care detergent. Dry naturally on a flat surface and press lightly with a cool iron when dry. Please note, textured designs should not be pressed to maintain the design feature.

WHAT CAN I DO IF MY ITEM GETS DAMAGED?

We work with a reconditioning company – the UK’s only specialist in invisible cashmere repair. They restore precious pieces so beautifully, you’ll never know they were damaged. If you'd like more information please contact us.
ANY OTHER QUERIES

GET IN TOUCH

If you have a query that is not answered here, please contact us here we will be delighted to help.