FAQ

RETURNS & EXCHANGES

What is your return policy?
If you are not entirely satisfied with your purchase, we are here to help you return it. Please note the below criteria for returning an item:
  • Merchandise must be returned unworn and with tags attached within 14 days from the date you received it. 
  • Personalized/monogrammed/final sale items are not eligible for return.
  • If there are missing tags, your return may not be approved and the item will be sent back to you.
How do I start a return?
US Orders:
- Returns couldn’t be easier for US customers within 14 days of receipt. 
- Please be sure all items are neatly packed in their original packaging with all tags still intact. Also please be sure to include your packing slip with your reason for return in order for the return to be processed.
- Send in your item(s) using the prepaid return label included in your shipment (at the bottom of the packing slip). Your return & refund will be processed within 7-14 business days.
    International Orders:
    - Please contact our customer service team (support@filoro.com) to arrange return shipping at your expense for qualifying merchandise.
    - In the event that a shipment is returned to our warehouse due to a customer's refusal to pay any associated duties and taxes, the order will be subject to an additional return fee of $15 and a restocking fee of $25. These fees will be deducted from the amount of your refund.
    - The original outbound shipping fee of $40 is not refundable. 
    When can I expect my refund?

    Refunds will be processed once your return has been received at our shipping facility. It can take up to two weeks for your return to be processed. Once the return is processed, you will receive a confirmation email that you have been refunded. Depending upon your payment method it may take a few business days for your credit to appear on your billing statement. Please contact the payment provider with any additional questions.

    Do you refund shipping charges?

    We do not refund any initial shipping charges if you have paid for Next Day or International Shipping.

    How do I exchange a purchase?

    Unfortunately, at this time, we do not accept exchanges at our shipping facility. If you’re interested in a different color or size of an item, we suggest placing a new order for the desired item (before the chance of it selling out!) and simultaneously returning your existing item.

     

    SHIPPING & DELIVERIES

    How much is shipping?

    For US orders, we offer complimentary USPS Ground shipping on ALL orders! We also offer a Next Day shipping option for $30. International Shipping is $40.

    When will my order arrive?

    Orders typically ship within 1 - 2 business days. Once your order ships you can expect the below estimated delivery windows.

    US: USPS Ground - 3 - 5 business days

    US: Next Day - Order will arrive the following business day if your order is placed Monday - Thursday before 1PM EST. If your order is placed outside of this window, it will ship the next business day and arrive the following day.

    International - 7 - 15 business days

    My tracking says delivered but my item is not here. What do I do?

    Occasionally the delivery driver will mark the package as delivered before actually releasing the package. In this scenario, we ask that you wait 24-48 hours to see if the package ends up getting delivered. We also ask that you check with your neighbors and/or outside of your house or apartment building. If you are still unable to locate the package, please contact our support team so that we can assist you.

    Are taxes & duties included in my International order?

    International orders are shipped DDU “Delivered Duties Unpaid” and International Customers are responsible for payment of any additional associated duties & taxes. FILORO has no control over these fees and cannot quote estimates of what these costs will be as custom policies along with import duties vary greatly based on delivery location. We suggest to contact your local customs office for current charges.

      

    ORDERING ONLINE

    Help! I placed an order and need to cancel or modify it. How do I do this?

    Due to our automated order fulfillment process, we are unable to edit or cancel orders once they have been placed.

    What is Afterpay?

    Afterpay is offered as a payment method in the checkout section. Afterpay allows you to break your order total into 4 interest-free payments. Pay for your purchase over 4 equal installments, due every two weeks.

    I want to send a gift. How can I do this?

    Prices are never printed on shipping invoices. We offer the option to add a complimentary gift note at checkout. We do not offer gift-wrapping for online orders at this time.

     

    ABOUT FILORO CASHMERE

    What makes FILORO Cashmere different?

    FILORO is a new brand launched in August 2018. However, we have been in the cashmere business for 20+ years. We are completely vertically integrated, meaning we control every step of the process from raw materials to finished product and own our factories. This allows us to provide extremely high quality products directly to you at lower prices. We continue to also manufacture cashmere knitwear for other brands & department stores.

    How do your items fit?

    Our general size chart is available here. However, each style fits differently per the design so we recommend reading the product description for more info.  

    How do I clean my cashmere?

    Most styles can be sent to a reputable Dry Cleaner or you can hand wash. For the 411 on how to care for your cashmere, find more info here.  

    What is your policy on sustainability?
    More information on our policies & procedures surrounding sustainability are available here.
     
    What ply is your cashmere?
    Our cashmere is 2-ply. Each sweater may vary in gauge & weight depending upon the design.