Hong Kong

Standard Shipping (5-7 Working Days): Free

Express Shipping (1-2 Working Days): $15

United States

Standard Shipping (7-10 Working Days):

With orders over $500: Free

With orders lower than $500: $30

Rest of World

Standard Shipping (7-10 Working Days):

With orders over $500: Free

With orders lower than $500: $30

All orders can be sent to an alternative address.

Delivery times do not include the ‘making time’ of the tailor-made apparel for which customers should allow an additional 14-21 working days minimum.

Delivery times also do not include lead time on out of stock items.

During sale periods and promotions the delivery time may be longer than normal.

For backorders and out of stock items, please allow 3-5 weeks for delivery. We will notify you when your order is dispatched.

If your delivery address is outside of Hong Kong, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information. 

All orders will be shipped by EMS. Customers can track the location and status of their shipments; this can conveniently be done through the EMS delivery tracking system. Every shipment comes with delivery information and a unique reference or tracking number. The EMS delivery tracking system is accessed online so it can easily be used wherever there is a computer or mobile device and an internet connection. If something unexpected happens to the shipment, customers may apply for postage refunds for guaranteed shipments. 

RETURNS & EXCHANGES FOR CHANGE OF MIND

If your item doesn't fit or you have changed your mind, we are happy to refund you in full with store credit. We can also exchange an item bought online for a different size or colour provided it is in stock. All items must be returned within 21 days of purchase. Only items with a manufacturing defect are eligible for return for replacement or store credit.

If the size or colour you are exchanging for is unavailable/not in stock, you will be refunded in full with store credit.

For change of mind returns, it is the customers’ decision which shipping company to use and it is the customers’ responsibility to pay the cost of shipping.

Custom made or personalised products cannot be exchanged or refunded for store credit unless it is faulty or damaged.

Products purchased on sale are deemed final sale and are not eligible for return, exchange or credit without exception and merchandise is sold as is. Promotions including coupons and promo codes cannot be applied to sale purchases without express permission provided by NUAN.

REFUNDS

We accept any item bought on www.nuancashmere.com for an exchange or store credit in the case of a manufacturing defect.

We will not refund you if you have simply changed your mind about a product, however you can return the item and receive full store credit. Custom made or personalised products cannot be returned for store credit unless faulty.

If you return a faulty good on which you received a discount/offer, only the amount paid will be credited.

We will cover return shipping costs only for damaged or faulty goods.

CLAIMING RETURNS

If you'd like to arrange a return slip, please email sales@nuancashmere.com listing your full name, order number, and reason for return. A member of our friendly customer service team will assess your claim and send you further instructions. In the case of a manufacturing defect, we would also appreciate emailing photos of the defect for the purpose of our much prided quality control.

Whether returning for store credit or an exchange all returned items must be in their original condition; unworn, unaltered, unwashed and original tags must be attached. They must be returned within 21 days of purchase. We reserve the right to refuse an exchange of any item that does not meet our requirements upon return. Products purchased on final sale are not eligible for exchanges  unless part of a standard promotional offer (e.g first time subscribers 10% off discount). All sale items are final and cannot be returned. This includes any sale items purchased in the annual stock take sale which are deemed final sale items.

ITEMS BOUGHT IN STORE OR AT A TRUNK SHOW

We do not exchange or refund items that were bought in a store or at a trunk show. Products bought in store are subject to that particular store’s exchange and return policies. Nor can nuancashmere.com exchange items bought in store or at a show.