Refund policy

Returns and refunds

We hope you love your Cashmere Duck order. If something isn’t right, please contact us at info@cashmereduck.co.uk and we’ll do our best to help.

Personalised and made-to-order items

Because personalised and made-to-order products are created especially for you, they can’t normally be returned or exchanged if you change your mind. This doesn’t affect your statutory rights if an item is faulty, damaged, not as described, or different from what you ordered.

Please check all names, dates, wording, sizes and other personalisation details carefully before placing your order.

Non-personalised items

If you change your mind about an eligible non-personalised item, contact us within 14 days of receiving your order. The item must be unused, unworn and returned in its original condition and packaging.

Please contact us before sending anything back. Returns sent without contacting us first may not be accepted. Unless an item is faulty or we made an error, the customer is responsible for return postage.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, email info@cashmereduck.co.uk as soon as possible with your order number, a description of the issue and clear photographs where appropriate. We’ll review the problem and explain the next steps.

Exchanges

We don’t normally offer direct exchanges on personalised or made-to-order products. For eligible non-personalised items, contact us and we’ll confirm what options are available.

Refunds

If a refund is approved, it will be returned to your original payment method. Please allow additional time for your bank or card provider to process the payment.

Nothing in this policy affects your statutory consumer rights.