Shipping Information 

How long does it take to receive my order? 

Both local and international delivery will be fulfilled by EasyParcel – a platform that aggregates various fulfillment companies. Delivery will take approximately 2-5 working days for domestic purchases and 5-10 working days for international purchases. Buyers will be emailed a tracking number of their parcel upon dispatch of item. The order delivery status of the parcel can be tracked here.

Delivery Time for your order starts from the date of Order Confirmation, please note that Saturdays, Sundays, and Public Holidays are not set as working days for deliveries. 

If no one is available at the delivery address to sign for the goods, organizing a re-delivery date is the responsibility of the customer. 

We do not deliver to P.O. Box or freight forwarding addresses. 

How much is shipping?

We regret to inform you that Cash on Delivery (COD) is not available.

Below are the details of the shipping fees for International and Domestic deliveries:

We offer free shipping for all orders within Malaysia.

We offer free shipping to Singapore for orders above SGD200*

We offer free International Delivery on orders over USD250.

For orders below USD250:

Note: Please note the delivery charge does not include any applicable importation charges, taxes and duties by customs in the country where the order is to be delivered. Buyer is responsible for such taxes and duties. 

Delivery will take approximately 1-5 working days for domestic purchases and 5-7 working days for international purchases. Buyers will be emailed a tracking number of their parcel upon dispatch of item. The order delivery status of the parcel can be tracked here.

We offer free International Delivery on orders over $200. Orders below $200 will have a Standard International Delivery charge of $25. Additional charges will incur for Express International Delivery. 

Will I have to pay duties/tax on receipt of goods? 

For deliveries outside Malaysia, customs duties and local taxes have to be paid by customers to our shipping partner at the time of shipment delivery. The amount of duties and taxes depend on the policies of your destination country. 

How can I track my order? 

We would send you a tracking number and link to our courier company with your shipping confirmation email so you can track your order. If you did not receive this email, please contact us at  customerservice@cashmerecreations.com.my 

Payment 

For shipping within Malaysia, we accept all major debit & credit cards (including Mastercard, Visa & American Express) and also provide Online Banking options across major banks. 

For all international transactions, we accept major Credit Cards (including Mastercard, Visa & American Express) and also provide the option to pay using PayPal. PayPal are our third party payment gateways. 

Refund Policy 

Cashmere Creations takes great pride in our customer service, and in delivering our products to you by adhering to the highest quality standards. Accordingly, we endeavor to create an ongoing seamless experience for customers on our website. 

Given the handmade nature of our products, we do not offer returns or exchanges on products which are delivered in perfect condition as per the order placed. However, if the product is wrongfully shipped by us (product doesn’t match the item in the order confirmation), quantity is less than quantity ordered or has a genuine quality/manufacturing defect then we are open to extending full or partial refund or re-fulfilling your order. 

To return or exchange a product or report damage in transit, please email us customerservice@cashmerecreations.com.my   with your order number, date of transaction, delivery address, method of payment, and image of the wrongfully delivered or defective item with original packaging within 2 days of receiving the package. Our customer care team will look into the issue and revert back within 24 working hours. 

Given the handmade nature of our products, we reserve the sole discretion to provide the resolution to any situation as we deem fit. Each return or exchange request is handled on a case by case basis, and we request you to get in touch with us within 24 hours for a prompt resolution. 

Items must be returned in its: 

1. Original and unworn condition, 
2. Original packaging must be used, 
3. The original label must be intact. 

No refunds would be given if: 

1. The customer has provided wrong or incomplete shipping address, 
2. There are 3 failed delivery attempts by our shipping agency, 
3. The package is refused by the recipient, 
4. Minor imperfections (eg: loose threads, crease marks), 
5. Customer’s subjective opinions on product quality and preference, 
6. Item has been worn/used, 
7. Original label has been removed. 

Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received them. We recommend that you send your returns using a recorded or signed for service post and that you retain proof of postage. 

If returning goods from outside of the Malaysia, please ensure the package is sent on a tracked service or with ‘proof of postage’. All returned goods remain the responsibility of the customer until they reach Cashmere Creations.