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Shipping & Return

Domestic Shipping Policy 

Ground Shipping:  We offers FREE ground shipping via UPS on all orders going to continental United States. Please allow 3-8 business days for arrival. Orders are shipped from Los Angeles County in California.  

Alaska, Hawaii and U.S. Territories: We ship to these destination via UPS for free.

* Please allow 1-3 business to dispatch orders. Once your order has been shipped you will be notified via email with a tracking link.  

International Shipping Policy

International shipping is FREE . We ship to over 120 countries around the world. 

Duties and Taxes: Please note international orders are shipped DDU “Delivered Duties Unpaid”. International customers are responsible for all import duties, taxes and brokerage fees that may be required by your local government. W.Cashmere has no control over these charges and cannot predict what the cost would be. You may check with your country’s customs office to determine current charge. All additional cost will be collected upon delivery from the carriers for certain packages. 

Delivery Time: It takes an estimate 5-7 business days for international orders and may be subject to additional transit time and customs clearance delays.

Exchange Rates: Orders are paid in USD and the exchange rate will be calculated at time of purchase by the customer’s credit card processor. We are unable to offer adjustments for exchange rate changes. The exchange rate and international credit card fees will be dependent on the credit card that the customer is using.

Refused  Packages: If you decides to reject delivery of a package based on duties or taxes levied by their country's customs, you are responsible for the original shipping charges as well as the import fees that may be incurred upon delivery back to us. These charges are not refunded to you.

* Please allow 1-3 business to dispatch orders. Once your order has been shipped you will be notified via email with a tracking link. 

 

Invalid shipping address:We are unable to ship toP.O./APO/FPO BOXES at the moment.

Delivery time: Delivery time is indicated from the day when the shipment of your order has been confirmed by W.Cashmere. We are not responsible for the delays due to circumstance out of our control. However, we are always happy to answer questions about your orders, so please feel free to contact our customer service team with your enquiries to hello@w-awake.com

Risk of loss: All products purchased from the website are transported and delivered to you by an independent carrier not affiliated with, or controlled by, W.Cashmere. Title to the products purchased on the website, as well as the risk of loss for such products, passes to you when w.awake delivers these items to the carrier. 

Cancellation Policy: We cannot cancel orders after they have been placed.  Our system automatically transmits orders to our warehouse for processing immediately after receiving them. 

Sales tax: Customers outside of California do not have to pay sales tax. Since our company is based in and operates in Los Angeles, CA, we pay tax for sales generated in CA. 

Damaged/wrong items:  If you've received damaged/wrong items, please take a picture as record and reach us out at hello@w-awake.com with order number and photos within 3 days of receipt. We'll take care of it :) Damaged/wrong items may be returned to w.awake with all such returns subject to these Terms of Use. 

Pre-Order Items: If your order includes one or more pre-order items, we will hold your order and send it to you when all items are in stock.  

Payment method: We acceptPaypal, VISA, MasterCard, American Express, Alipay, Discover, JCB and Diners Club. We do not acceptpersonal checks, money orders or direct bank transfers.

 

Returns Policy

You may return any items within 14 days of delivery of your items. The item must be placed in the original package to send back to us within this return period. The items must be unworn, unwashed, and undamaged and must have all tags attached. Any items with stains, marks, smears or tears in the fabric or tag cannot be returned.

Return Process 

  • To request a return, simply navigate to Return Center (at the bottom of website) and have your order number and email address associated with your order ready.
  • From here, please select the item(s) that you would like to return, as well as the reason for return.
  • Once your request has been received and processed, you will receive an email about your return confirmation as well as a return label.
  • Affix the return label to the outside of the box and drop off at your nearest FedEx location.

For returns with shipping addresses outside the continental U.S., please contact us at hello@w-awake.com. Pack your order in original package and send it to us via any trackable service of your choice, at your expense. We recommend purchasing insurance since we cannot be responsible for lost/damaged packages. Be sure to package returns well, as items damaged from improper packaging will not be accepted.

 

Exchange:  We don't accept exchanges except for damaged/wrong items. Customers will follow return process (stated above) for their unwanted product and will need to place a new order for the desired product.

Refund: Refunds may only be issued to the credit card used to make the original purchase. Please allow 3-5 business days to process the refund and then  7-10 business days to have your refund reflected in your account. We will send an email once your refund has been processed. Please note your bank might take extra time to process the transaction once they've received the information from us.

Non-refundable items: Sales items, gloves, beanies, scarves, shawls, blankets, and gift cards.

Late or missing refunds: If you haven’t received a refund yet, please contact your card issuing bank first. There is often some processing time before a refund is posted. If you’ve done this and you still have not received your refund yet, please contact us at hello@w-awake.com. We will do our part to help you out.