ORDERS
How does it work?
We offer over 4,000 combinations of colors and sizes, with the majority of our pieces crafted to order. Selected colors and sizes are also available for immediate shipment. Custom products can be developed on request, including personalized specifications and bespoke details. All made-to-order items are produced in daily batches, following a dedicated production cycle based on the product type.
How do I place an order?
Placing an order online is simple: select your desired product, choose your preferred size and color, and add it to your cart. Once ready, proceed to checkout, enter your shipping details, and complete the payment securely. You will receive a confirmation email with all order details. If you need any assistance at any stage, our Customer Service team is available to support you.
Can I remove or change the size/color of an item in my order?
If you need to change the size or color of an item, or correct an error made during purchase, please contact our Customer Service team promptly. All requests must be made prior to shipment; size or color updates can be accommodated, and individual items can be removed from your order upon request.
Can I add items to my order?
Once an order has been placed, it is no longer possible to add items to it. You may, however, place a separate order for any additional items you wish to purchase.
Can I cancel my order?
Orders may be canceled as long as they have not yet been prepared for shipment. Once the shipping process has begun, cancellation is no longer possible. If you decide not to keep the item after delivery, you can return it by following the instructions provided on our “Returns” page.
Where can I check my order status?
During the production stage, you can check your order status at any time through our real-time production tracker. Once your order has been shipped, you will receive a tracking link to follow its progress.
How can I use a promo code?
At checkout, enter your discount code in the “Promo Code” field and apply it before proceeding. Please note that only one promo code can be used per order.
When will I receive my order confirmation?
You will receive an automatic order confirmation within 5 minutes of completing your purchase. Please check your spam or junk folder and mark our email as safe if needed. If it is not there, contact Customer Service, as there may be an error in the email provided. We will update it and resend your confirmation.
Do you offer wholesale pricing?
Yes, we provide dedicated pricing for business clients based on quantities (typically min 10 units) and level of customization (such as embroidery, intarsia, or private labeling). Our team will evaluate your request and share a tailored quotation aligned with your specific needs. To receive a personalized offer, you may visit our Partnership page or contact us directly at business@maisoncashmere.com, including details about quantities, models, and any customization requirements.
SIZING AND STOCK
How can I check the size and fit details of an item?
Size and fit details are available on each product page. Select “Find My Size” to access our advanced fit recommendation tool, which suggests the most suitable size based on your body measurements and preferences.
Can an out-of-stock item become available again?
Yes, an out-of-stock item may become available again. Select “Notify Me” on the product page and enter your contact details to receive an email as soon as it is back in stock.
PAYMENTS
Which payment methods do you offer?
We accept all major credit cards (Visa, Mastercard, American Express) as well as leading payment providers, including Shop Pay, PayPal, Scalapay, and Klarna (availability may vary by country). We also accept USDC. The payment methods available in your region will be displayed at checkout once you enter your shipping address.
Can I pay in installments?
Yes, you can pay in monthly installments using Klarna, Scalapay, or PayPal. The first payment is charged at checkout, with the remaining balance charged in the following months.
Is my payment safe?
We take online security seriously and implement strict technical safeguards to protect your personal data from unauthorized access. All transactions are processed through secure, encrypted connections (HTTPS). Orders may be subject to routine anti-fraud checks, and our Customer Care team may contact you if additional verification is required.
TAXES AND DUTIES
Are taxes and duties included in the product prices?
Duties and taxes are included in the price for shipments to the United States, Canada, Australia, the United Kingdom, and countries within the European Union. For more details, consult our Shipping page.
SALE
Do you offer seasonal sales?
Yes, we offer seasonal sales twice per year. We recommend signing up for our newsletter to stay up to date and receive early access.
Can I receive a price adjustment if an item I recently purchased is now on sale?
At this time, we do not offer price adjustments on previous purchases.
Can I return sale items?
Yes, sale items can be returned within 30 days of delivery. Items must be unused, in their original condition, with tags attached and packaging intact. For more details, visit our Returns page.
What does Archive sale mean?
The Archive Sale includes items from previous seasons, whether in style or color. They maintain the same level of quality and craftsmanship as the current collection.
SHIPPING
Where is my order shipped from?
All of our orders are shipped from our logistics center located in Tuscany, Italy, close to our production facilities, ensuring full control over quality, handling, and dispatch at every stage.
Where is my order?
Your order may include items ready for immediate dispatch or items produced upon request. Ready items are shipped on business days, while made-to-order pieces are completed within the timeframe indicated on the product page. Orders are shipped once complete and are not split. You can monitor production progress through our real-time production tracker, and once your order is shipped, you will receive a tracking link to follow its delivery.
What are my shipping options?
We offer standard and express shipping for every order (availability may vary by country). For more details, visit our Shipping page.
RETURNS AND REFUNDS
How do I return my order?
To return your order, simply complete our dedicated return form. You will receive all instructions by email. For further details, please visit our Returns page.
Can I return items from different orders in the same box?
Yes, you can return items from different orders in the same box. Please complete a return form for each order and include all corresponding order and return numbers inside the package.
Can I exchange my order?
Yes, you can exchange your order for a different size and/or color of the same item. Exchanges for different products are not available; in this case, you can request store credit and place a new order for your preferred item.
Can you issue my refund to a different payment method?
Refunds can only be issued to the original payment method used for the purchase. If you require assistance, please contact our Customer Service team.