Terms of service

Welcome to our online store.

In this section you will find the terms and conditions governing the contract for the sale of the products offered on the site. The products purchased on the site are sold directly by MAISONCASHMERE SRL SOCIETÀ BENEFIT, with registered office in Italy, Via Tortona 31 Int 21, 20144 Milan, VAT number IT11285160963.

You may request any information through our customer service, in the “Contact us” section, or view the conditions for the processing of your data in the “Privacy” section.

Product information

The products on the site are available for sale for a set period, shown on each product page. Ordered products are made after the order has been transmitted to our offices and once the sales period has ended. This is the only way we know of to offer you quality products at the best price. Some products, however, are already made and available for immediate dispatch: this availability, together with the relevant shipping times, is indicated on the individual product page. Should the request to the supplier or warehouse be delayed beyond the expected times, the customer will be informed as soon as possible. If it were not possible to make the ordered products, due to an insufficient number of orders or to production issues, the customer will be informed by email, the order will be cancelled and the customer will be fully refunded the amount paid. All products are described in detail on the relevant product page, so we invite you to review the information carefully. It is our intention to provide the best images and descriptions, but we cannot guarantee that the colours and details of the images are identical to those of the purchased product. Slight differences are possible, due to the Internet browser and monitor used, or to the photographic techniques employed during the shoots.

Prices

Prices on the Site, payments and order receipts are expressed in the currency of the store for the relevant market: Euro (EUR €), Pound sterling (GBP £), Swiss franc (CHF), US dollar (USD $), Canadian dollar (CAD $) and Australian dollar (AUD $).

The taxes and any duties included in the price vary according to the market of delivery:

European Union (EUR): prices are always inclusive of Value Added Tax (VAT) applicable to the relevant product category.

United Kingdom (GBP), Switzerland (CHF), Canada (CAD) and Australia (AUD): prices are inclusive of the applicable tax and of any import duties.

United States (USD): prices are inclusive of any import duties.

Any additional local taxes, where applicable, are shown at checkout. For more accurate information, please write to us at office@maisoncashmere.com.

Definitions

a) “Site” means the website maisoncashmere.com, an e-commerce store of knitwear products.

b) “Customer” means the person (natural or legal) who makes the purchase and accepts the conditions of sale.

c) “Order” means the form the Customer completes to request the goods offered for sale through the Site.

d) “Products” means the items offered for sale on the Site, covered by the conditions of sale.

e) “Price” means the consideration payable to purchase the goods.

f) “Contract” means the distance agreement for the sale of the products.

1) Terms of sale

1.1. All Products are offered for sale on the basis of the terms and conditions set out in this contract and published on the Site at the time of purchase. By ordering the products you undertake to accept these conditions of sale without reservation; they remain applicable until amended and/or supplemented by MAISONCASHMERE SRL SOCIETÀ BENEFIT. Any amendment or variation will be published on the site and will apply to sales made from the date of publication.

1.2. The contract is deemed concluded and binding on the parties once the order confirmation is sent to the customer’s email address, as provided by the customer at the time of purchase.

1.3. The Customer may cancel the order at any time, free of charge, before the Products have been dispatched. The only exception is Products personalised or made to measure according to the Customer’s specifications (for example, items featuring initials, intarsia or personalisations requested by the Customer): for such items, once production has begun, cancellation and/or changes are not permitted. The making of a catalogue Product following the order (“made to order”) does not in itself constitute personalisation of the Product. Cancellations received once the order is already in transit must be made with the Customer bearing the shipping and/or return costs.

1.4. Prices and Products may change without prior notice. Changes do not apply to orders already confirmed.

1.5. Consumer protection and territorial scope. The protections provided by these conditions in implementation of European Union law, in particular the right of withdrawal (art. 7) and the legal guarantee of conformity (art. 9), apply on a mandatory and non-waivable basis to Customers who are consumers resident in the European Union. For Customers resident in non-EU countries (for example: United Kingdom, Switzerland, United States, Canada, Australia), such protections, where recognised here, are offered by MAISONCASHMERE SRL SOCIETÀ BENEFIT as a voluntary commercial commitment; in any event, the mandatory consumer-protection provisions under the law of the customer’s country of residence remain applicable, and these may differ from those described here. The return conditions apply according to the market of delivery, as set out in art. 8.

2) Delivery times and methods

2.1. Shipping is available worldwide. Shipping costs vary according to the country of delivery. The checkout page will display the amount, if any, of the actual costs based on the address and postcode entered.

2.2. Delivery to the address provided by the customer in the order is made by courier. Any information required for delivery must be entered accurately. MAISONCASHMERE SRL SOCIETÀ BENEFIT is not responsible for incorrect delivery due to inaccurate addresses or telephone numbers. All additional costs arising from delivery complications will, in such cases, be charged to the Customer.

2.3. Given the nature of our made-to-order production model, delivery times are indicated on each Product page and accepted by the Customer at the time of the order: on average between 3 and 15 days, up to a maximum of 6 weeks for certain items. Unless a different period is expressly agreed at the time of the order, MAISONCASHMERE SRL SOCIETÀ BENEFIT will deliver the Products without undue delay. In the event of failure to deliver within the agreed time, the Customer may invite MAISONCASHMERE to deliver within an additional reasonable period and, failing that, terminate the contract with the right to a refund, pursuant to art. 61 of the Italian Consumer Code. MaisonCashmere.com makes available to the Customer, through the account, the ability to track the progress and status of the Order.

2.4. From the moment the goods leave our warehouses, the customer may monitor their arrival at destination by tracking the waybill received by email. The risk of loss of or damage to the Products passes to the Customer consumer only at the moment the Customer takes physical possession of the goods. In the event of loss by the courier, the company will refund the customer or arrange a new shipment.

2.5. Where part or all of the order is no longer available for delivery, MAISONCASHMERE SRL SOCIETÀ BENEFIT will proceed with a partial delivery (informing the customer) and will refund the Customer for the undelivered part.

3) Customer obligations

3.1. The Customer declares and warrants:

a) to be a consumer within the meaning of art. 3 of the Italian Consumer Code;

b) to be of legal age;

c) that the data entered on the site are correct and truthful.

3.2. The Customer will pay the price of the products purchased and will keep a copy of the purchase confirmation sent by MAISONCASHMERE SRL SOCIETÀ BENEFIT to the email address indicated at the time of the order.

4) Payment

4.1. The price must be paid at the time of the order. The accepted cards and methods are CartaSi, Visa, Visa Electron, MasterCard, American Express, PostePay, PayPal, Google Pay and Apple Pay. Using a credit card or prepaid cards for online purchases is a convenient and secure method. Card payments are handled by Shopify Payments: MaisonCashmere will never come into possession of credit card information.

4.2. MaisonCashmere offers the option to pay with Scalapay. By purchasing with Scalapay, the Customer will receive the order within the times provided by the Site and will pay in 3 instalments. The Customer acknowledges that the instalments will be assigned to Incremento SPV S.r.l., to related parties and to their assignees, and authorises such assignment.

5) Force majeure

5.1. The parties shall not be liable for any delay in performing their obligations under the contract if such delay is due to circumstances of force majeure. The party in delay for causes beyond its control shall be entitled to an extension of the time necessary to perform such obligations.

6) Copyright, trademarks and images

6.1. The trademarks and logos on the site belong to MAISONCASHMERE SRL SOCIETÀ BENEFIT.

6.2. Distribution by unauthorised third parties is prohibited.

6.3. The contents of the site (texts, graphics and images) are protected by copyright.

7) Right of withdrawal

7.1. Distance sales of products are governed by art. 52 et seq. of the Italian Consumer Code (Legislative Decree 206/2005, as amended by Legislative Decree 21/2014). The Customer consumer has the right to withdraw from the contract, without having to give any reason, within fourteen (14) days of delivery of the Products. MaisonCashmere voluntarily grants all customers an extended withdrawal period of thirty (30) days from delivery; this period is further extended to 45 or 60 days for members of the MaisonRewards programme, as provided in art. 11.

7.2. The Customer may exercise the right of withdrawal through the account, by following the instructions contained in the parcel, or by completing the online form available at https://returns.maisoncashmere.com/, stating the order number shown on the order confirmation received. Where withdrawal is exercised through the online form, MAISONCASHMERE SRL SOCIETÀ BENEFIT will send the Customer an acknowledgement of receipt. The Customer remains free to withdraw by means of any other explicit statement of the decision, sent also by email to office@maisoncashmere.com.

7.3. Pursuant to art. 59 of the Italian Consumer Code, the right of withdrawal is excluded for the supply of Products made to measure or clearly personalised to the Customer’s specifications (for example, items featuring initials, intarsia or other requested personalisations). It is reiterated that the mere made-to-order production of a catalogue Product, in standard size and colour, does not constitute personalisation and does not exclude the right of withdrawal.

7.4. The Customer is responsible only for any diminished value of the Products resulting from handling other than what is necessary to establish their nature, characteristics and functioning. The removal of labels or tags, the absence of the original packaging, or excessive signs of use may result in a proportionate reduction of the refund, equal to the diminished value so determined, but do not in themselves exclude the exercise of withdrawal.

7.5. In addition to the right of withdrawal, should the Customer be dissatisfied on receipt of the product, the Customer may contact the Customer Service of MAISONCASHMERE SRL SOCIETÀ BENEFIT for replacement, refund or repair.

8) Return of products

8.1. To return the Products, the Customer has thirty (30) days from delivery (45 or 60 days for MaisonRewards members under art. 11), by contacting customer service or requesting the return through the account.

8.2. Once the return request has been opened, the Customer has 30 days to send back the items or arrange a collection with customer service. In any case, the date of dispatch of the return prevails.

8.3. Return costs. Return conditions vary according to the market of delivery:

a) Markets with always-free returns. For orders delivered to Italy, France, Switzerland, the United Kingdom, Germany, the United States, Australia and Canada, returns are always free: MaisonCashmere provides a prepaid return label, whatever the chosen refund method (size/colour exchange, partial return, voucher or refund of the entire order).

b) Other markets. For orders delivered to all other countries, returns are free in the case of a colour/size exchange, a partial return or a refund as a voucher. In the case of a return with a refund of the entire order, the return costs are borne by the Customer, who may return the Products through a courier/postal service of their choice or request a paid prepaid return label; in the latter case, the cost will be clearly indicated when opening the return and deducted from the refund.

In all markets, the exercise of the right of withdrawal under art. 7 remains governed by the applicable law: where the return is not free, the only costs borne by the Customer are those of returning the goods, communicated in advance.

8.4. Returns must be addressed to the return centre competent for the market of delivery. The Customer is invited to verify the correct address when opening the return or with Customer Service.

United States and Canada — 284 Colvin Ave., 14216 Buffalo, NY, USA.

United Kingdom — Stableway, North Street, Winkfield, Berkshire, SL4 4SY, UK.

Australia — 59 Doggett Street, Newstead, Queensland, 4006, Australia.

Italy and all other countries — Via Cassia per Siena, 40, 50026 San Casciano in Val di Pesa (FI), ITALY.

8.5. The Products must be returned in the same condition in which they were delivered, so that they can be put back on sale. In the event of visible damage caused by improper use by the Customer, MaisonCashmere reserves the right to withhold a portion of the refund proportionate to the diminished value (see art. 7.4).

8.6. In the event of a second return request for the same order, the return shipping costs are borne by the Customer, except for the markets with always-free returns under art. 8.3 letter a). The second return must be requested within the applicable return period from delivery, regardless of whether the order was placed with or without an account.

8.7. Refunds will be made within fourteen (14) days from the moment MaisonCashmere is informed of the decision to withdraw/return, using the same method used for payment; MaisonCashmere may withhold the refund until it has received the Products or proof of their dispatch. The refund includes the purchase price of the Products and the standard delivery costs paid at the time of the order; it does not include the supplementary costs arising from the choice of a delivery method other than the cheapest standard one offered.

8.8. We accept only returns originating from the same country as the delivery.

9) Legal guarantee of conformity

9.1. All Products sold on the Site are covered by the legal guarantee of conformity provided by art. 128 et seq. of the Italian Consumer Code, lasting two (2) years from delivery of the goods. The legal guarantee protects the Customer consumer in the event of a lack of conformity of the Product with the contract of sale.

9.2. Unless proven otherwise, any lack of conformity that becomes apparent within one (1) year of delivery is presumed to have existed at that date.

9.3. In the event of a lack of conformity, the Customer is entitled to have the Product brought into conformity by repair or replacement, free of charge, and, under the conditions provided by law, to a reduction in the price or to termination of the contract.

9.4. The legal guarantee of conformity is separate from and independent of any commercial warranties and of the right of withdrawal. To enforce it, the Customer may contact Customer Service at the details indicated in art. 14.

9.5. The legal guarantee covers defects of conformity existing at the time of delivery of the Product. The following do not constitute a lack of conformity and are therefore excluded:

a) normal wear and the natural deterioration of the Product resulting from use over time;

b) damage resulting from improper use, negligence, accidents, or from washing and care not in accordance with the care instructions provided with the Product;

c) the intrinsic characteristics of fine natural fibres, including pilling (the typical small bobbles) and slight felting, which are natural properties of cashmere and do not represent a defect of the Product;

d) defects resulting from alterations or repairs carried out by parties other than MaisonCashmere or its authorised centres.

9.6. The conformity of the Product is also assessed in the light of the information and care instructions made available on the product page and in the accompanying documentation. The Customer is invited to follow these instructions carefully in order to preserve the characteristics and the lifespan of the garment.

10) Gift Card

10.1. Gift Cards (both physical and virtual) are available exclusively for online purchase on MaisonCashmere.com.

10.2. Gift Cards have no expiry date, may be used for one or more orders and are also valid for purchases exceeding their value.

10.3. Purchases made with a Gift Card must take place in the same currency and the same online store in which the card was issued; it is not possible to change currency after purchase.

10.4. The Virtual Gift Card code will be sent only to the email address specified at the time of purchase. MAISONCASHMERE SRL SOCIETÀ BENEFIT is not responsible for sending to incorrect or incomplete email addresses provided by the purchaser; however, we can retrieve and resend the code on request. The Virtual Gift Card is sent immediately after the purchase is completed or, if specified, on the date chosen at the time of purchase.

10.5. The Physical Gift Card code is shipped exclusively to the address provided at the time of purchase, by express courier. MAISONCASHMERE SRL SOCIETÀ BENEFIT is not responsible for delivery to incorrect or incomplete addresses provided by the purchaser. If the Physical Gift Card is lost, customer service must be contacted promptly in order to cancel the code and generate a new one.

10.6. Gift Card codes may be combined with other credits (such as MaisonRewards points), but not with other Gift Card codes.

10.7. Gift Cards may not be used to purchase other Gift Cards and may not be converted into money or credit. The Customer may request a refund of the unused Gift Card within 30 days of purchase.

10.8. Orders paid with a Gift Card may be returned; the amount corresponding to the returned goods will be re-credited to the Gift Card and cannot be converted into money.

10.9. MAISONCASHMERE SRL SOCIETÀ BENEFIT reserves the right to refuse orders made with Gift Cards showing signs of duplication or fraudulent use.

11) “MaisonRewards” loyalty programme

11.1. Membership. MaisonRewards is MaisonCashmere’s free loyalty programme, reserved for natural persons of legal age who hold an account on the Site. Enrolment is automatic upon creation of the account on the Site.

11.2. Earning points. The Customer earns 1 point for each unit of currency spent on the Site, according to the currency of the store in which the purchase is made: 1 € = 1 £ = 1 $ = 1 CHF = 1 point. The calculation is based on the total amount paid for the order, inclusive of shipping costs and VAT. Points are not converted between different currencies and retain the same value (1 unit = 1 point) regardless of currency. In the event of a return or refund, the points corresponding to the refunded amounts are deducted from the Customer’s balance.

11.3. Tiers. Membership tier is determined by the spending accrued during the reference calendar year (1 January – 31 December).

Silver (250 – 749 points): exclusive members-only promotions; permanent 3% discount on full-price items; extended return period of 45 days.

Gold (750 – 1,499 points): exclusive members-only promotions; permanent 5% discount on full-price items; extended return period of 45 days; free shipping on all orders; annual credit for the Care and Repair Service (amounts in art. 11.3.5).

Platinum (1,500+ points): exclusive members-only promotions; permanent 10% discount on full-price items; extended return period of 60 days; free shipping on all orders; always-free returns; annual credit for the Care and Repair Service and annual Custom Studio credit (amounts in art. 11.3.5).

11.3.1. Exclusive promotions. All tiers have access to members-only promotions, communicated from time to time by MaisonCashmere.

11.3.2. Permanent discount. The tier discount applies to full-price items and is not combinable with other promotions or discount codes, unless otherwise indicated by MaisonCashmere.

11.3.3. Extended return. The return period indicated for each tier extends, for members, the periods provided in art. 7 and art. 8.

11.3.4. Free shipping. For the Gold and Platinum tiers, shipping is free on all orders, in the markets and with the couriers served by the Site.

11.3.5. Care and Repair Service / Custom Studio. The credits may be used only once per calendar year, may not be carried over to the following year, and are neither convertible into money nor refundable. The amount of the credit depends on the currency of the store in which the Customer makes purchases.

Care and Repair Service (annual credit) — Gold / Platinum: EUR 15 € / 30 €; GBP 20 £ / 40 £; USD 40 $ / 80 $; CAD 40 CAD / 80 CAD; AUD 40 AUD / 80 AUD.

Custom Studio — product personalisation (colour/measurements), annual credit, Platinum only: EUR 15 €; GBP 15 £; USD 20 $; CAD 25 CAD; AUD 25 AUD.

11.4. Validity and change of tier. The tier is determined by the spending accrued during the reference calendar year and is valid for the whole of the following calendar year. At the end of each calendar year, the tier is recalculated on the basis of the previous year’s spending; if spending falls below the threshold of the tier held, the Customer is reassigned to the tier corresponding to the spending actually accrued.

11.5. Nature of points. MaisonRewards points and benefits have no monetary value, are not transferable to third parties or convertible into money, and may be used exclusively on the Site.

11.6. Amendment and termination of the programme. MAISONCASHMERE SRL SOCIETÀ BENEFIT reserves the right to amend the benefits, thresholds and conditions of the programme, or to suspend or terminate it, giving members reasonable notice and without prejudice to rights already accrued. MaisonCashmere may exclude from the programme Customers who make fraudulent or improper use of it.

12) Discounts and promotions

12.1. During the year, promotions may be offered; they will be clearly advertised on the Site.

12.2. When announcing a price reduction, MaisonCashmere indicates, next to the reduced price, the lowest price applied during the thirty (30) days preceding the reduction, pursuant to art. 17-bis of the Italian Consumer Code.

12.3. Discounts are not combinable unless otherwise advertised. The relationship between promotional discounts and the MaisonRewards tier discount is governed by art. 11.3.2.

13) Privacy

13.1. The data provided by the Customer, necessary for the performance of the order, are processed in accordance with Regulation (EU) 2016/679 (GDPR) and the applicable legislation. For further information, see the “Privacy” section.

14) Customer service

14.1. For any technical or administrative issue, you can contact us:

a) by email at office@maisoncashmere.com

b) by telephone at +39 02 9475 8154, from 9:00 to 18:00, Monday to Friday.

15) Reviews

15.1. The reviews on MaisonCashmere are verified and collected exclusively from customers who have completed a purchase through our online store. The aim is to gather authentic and transparent opinions in order to improve our products and services. All feedback is accepted and valued regardless of its content, and we do not engage in any form of discrimination, censorship or alteration of others’ views. Every registered customer is free to express their opinion impartially and without interference, subject only to the guidelines on appropriate and respectful language. This process ensures that all published opinions and ratings reflect authentic, first-hand experiences with our products. MaisonCashmere adopts this practice to ensure transparency and reliability, allowing users to consult genuine feedback to support their purchasing decisions.

16) Governing law, dispute resolution and jurisdiction

16.1. This contract is governed by Italian law. For the Customer consumer resident in another country, the more favourable mandatory provisions under the law of their country of residence remain applicable, pursuant to art. 6 of Regulation (EC) 593/2008 (Rome I).

16.2. Amicable resolution (ADR). Before bringing proceedings before a court, the Customer may contact Customer Service for an amicable resolution of the dispute, or have recourse to the competent alternative dispute resolution (ADR) bodies. Information on the out-of-court mechanisms available to European consumers can be found at the European Consumer Centre and on the European Commission’s consumer-protection portal.

16.3. Jurisdiction. For disputes with the Customer consumer, the court of the place of residence or elected domicile of the consumer has mandatory jurisdiction, pursuant to art. 66-bis of the Italian Consumer Code. For relations with non-consumer customers, the courts of Milan have exclusive jurisdiction.