Refund policy

Returns & Exchanges Policy

Updated: 11/16/2025

At Mongolian Cashmere, every piece is crafted from the finest 100% Mongolian cashmere.
We want you to love your purchase, but if something isn’t perfect, we’re here to help.

Return & Exchange Eligibility

We accept returns and exchanges within 14 days of delivery for items that meet all of the following conditions:

  • Unworn, unwashed, and undamaged

  • Free of odors (perfume, smoke, etc.)

  • Free of pet hair or human hair

  • Original tags and packaging attached

  • In clean, resellable condition

All returned items undergo a quality inspection. If an item does not meet our standards, we reserve the right to deny the refund and return the product to the customer.

Online Purchases

All online orders must be returned through our Return Portal.
(Insert your portal link once ready.)

Items marked “Exchange Only” may only be exchanged for a different size or color of the same product, at equal value.

A return fee of $12.75 will be deducted from refunds for online returns, except in cases of damaged or incorrect items.

Returns for store credit or exchanges do not incur a return fee.

Orders that arrive without proper documentation or outside our policy window may be refused.

Pop-Up / In-Store Purchases

Purchases made at our physical store or pop-up locations may be returned:

  • At the same location of purchase, or

  • Through our online Return Portal.

Online purchases cannot be returned in-store.

Final Sale Items (Non-Returnable)

The following items cannot be returned or exchanged under any circumstances:

  • Final sale or clearance items

  • Discounted items

  • Gift cards

  • Personalized or monogrammed items

  • Promotional gifts or free items

Items mailed to us that fall into these categories will not be accepted or returned.

Damaged or Incorrect Items

If you received a damaged or incorrect item, please contact us within 14 days of delivery.

  • Items reported after this window cannot be accepted.

  • The customer is responsible for the item until it reaches our warehouse.

Purchases From Third-Party Retailers

If you purchased our products through authorized retail partners, please contact that retailer directly.
We cannot accept returns from third-party retailers.

International Returns

For orders shipped outside the United States:

  • Customers are responsible for return shipping.

  • A $12.75 return fee will be deducted from the refund.

  • Refused deliveries due to unpaid duties/taxes will incur a $35 restocking fee.

  • International orders are not eligible for exchanges.

  • Outbound shipping fees are non-refundable.

How to Return or Exchange

  1. Visit our Return Portal.

  2. Enter your order number and email address.

  3. If your item qualifies, you can download the prepaid return label.

  4. A $12.75 return fee will be deducted from your refund (exchanges and store credit are free).

  5. For international returns, contact our support team for instructions.

Refunds

Refunds are issued once your package is scanned by the carrier (USPS/UPS).
We recommend keeping your drop-off receipt.

  • Exchange items ship once the return is processed.

  • Refunds to gift cards will be issued directly back to the same gift card.

  • Gift card purchases cannot be refunded to a credit card.

Return Review Notice

Some returns may require manual review (high-value items, unusual activity, etc.).
Please allow up to 5 business days from warehouse delivery for processing.

If a package is marked “delivered” but not physically received, we may delay the refund while the carrier investigation is ongoing.

Customer Service

If you have any questions about returns or exchanges, our team is here to help.
Email: user18@scaledy.com