FAQs

What countries do you deliver to?
We deliver worldwide.

How much does shipping cost?
Shipping costs £10 for international deliveries, £5 for UK standard deliveries (Royal Mail) and £6.35 for UK special deliveries (Next day Royal Mail).

Can I have my order delivered somewhere else?
Yes, of course. You can give another delivery address when you register, such as your work address or family or friends. We will then deliver your order to that address.

Do I have to pay in advance?
Yes, we deliver each shipment after payment has been received.

May I return my order?
Yes. In the very rare event of returning an item, please return the item in its original packaging and in the same condition as you received it. If the reason for the return is due to poor condition of the goods we will refund your carriage. If the reason for return is due to unsuitability we will not refund your carriage or ours for that item, but will refund the item cost -10% restocking fee. Bespoke and custom orders manufactured or altered to customer specifications are non- refundable.

Please notify us of a return order by calling +44 (0) 7989 539 010 so we know to expect it.

When can I expect my refund for returning my order?
We will return the invoice amount as quickly as possible, but no later than 30 days. We will credit it to the bank account from which you made the original payment.

Can I exchange my goods for another item?
Yes, that is possible within 14 days. You can exchange the goods you ordered for another pattern and/or colour if it is in stock and when we have received the goods you returned. If the article concerned is not in stock, your exchange order will automatically become a return order. We will then return the price of your purchase less the shipping charges within 30 days.

Why do you need my personal details?
To process your orders properly, we need your personal details. This is why we request you to register as a customer. Once you receive a personal log-in name and password during the registration process, you can be assured that your personal details are inaccessible to third parties.

Why do I have to log in if I am a customer?
You can only place an order if you are logged in. This way, we always have your personal details, which allows us to process your order and you are able to make your purchase in a secure environment.

How do I log in?
You can log in by pressing the “Log in” button in the e-Shop. You will find this button on the right of the page in the horizontal navigation bar.

How do I change my personal details?
You can change your personal details by using the “Change” button next to your details.

How do I place an order?
You can place an order by selecting a product. When you are on the products page, select first the right colour and then the size. Then click the button “Add to shopping bag”. The shopping bag takes you to the checkout. After you have checked your entry and completed the payment process, your order will be accepted.

Is the colour shown the exact colour of the article I order?
The colour of the product you order may vary slightly from that of the article displayed on the website. This is due to the colour reproduction capability of your monitor. The manner in which a monitor reproduces colours depends on the brand and the quality of the monitor. We cannot reproduce the colour exactly.

Can I cancel my order?
We normally deliver within three working days, so it is not possible to cancel an order. You can return it once you receive it if you wish to do so.

What methods of payment can I use?
In Steve Wilson Weaving’s e-Shop you can pay using the following methods: Visa/Delta/Electron, Mastercard/Eurocard, Discover, American Express, Maestro and Paypal. As soon as your payment has been accepted by our Payment Service Provider, your order is confirmed. You then receive a confirmation of your order via email.

Is payment by internet secure?
Payment via internet is as secure as internet banking. Steve Wilson Weaving uses the same protocols and security measures that banks do.

Will my order come gift-wrapped?
All scarves come wrapped in tissue paper and boxed in a luxury branded box. Extra gift wrapping is not available.

Can I wash cashmere goods myself?
Yes, you can was cashmere yourself by hand.

How should I wash my cashmere product?
Use a special cashmere shampoo or a small piece of curd soap. Rinse the item of clothing with cold-to-lukewarm water and wring it out carefully. Always lie it on a flat surface to dry out.