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FAQ

Frequently Asked Questions

Below you will find frequently asked questions to our team about products, ordering, shipping, website functionality, and all the services Kuxò Cashmere offers you. Should you need further assistance, please contact our Customer Service Department at: servizioclienti@kuxocashmere.com

Products

Make made-to-order or custom garments

No, we do not make made-to-measure garments, nor do we personalize them with initials.
We can, however, reproduce in solid color a garment that is presented two-tone in the photo.

How should your clothes be washed?

Our knitwear garments being composed of natural noble fibers require special care and careful washing.
They should be washed by hand in cold water, avoiding the use of overly aggressive detergents, and should not be wrung out after washing, but patted gently.
During the drying phase they should not be hung up at all, but should be left to dry in semi-darkness lying on a flat surface or on top of a drying rack.

Do you have clothes for plus sizes?

We do not have models designed specifically for plus sizes, but we do have models with a very loose oversize fit that may be perfect for sizes 46 and up.

Do you have formal clothes?

Some of our Cashmere Silk garments may be suitable for spring/summer ceremonies.
This year you can choose from:

What does "seamless" mean?

A “Seamless” (i.e., seamless) garment is a garment produced by a machine that works in full garment: this means that at the production stage the garment in question leaves the machine already assembled and ready to be washed, without going through the making-up stage.
Aesthetically, in fact, it has a much more refined rendering and does not have any seams on the sides, sleeves, collar and bottoms.

How do your clothes fit?

Our garments have 5 different types of fits:

Regular –  Which follows the natural lines of the body

Straight – Falling straight on the hips, not highlighting the shape

Slim – Particularly tight-fitting

Maxi – Wide and soft, without exaggeration

Wide – Particularly wide

Once you click on the garment, you will find its respective fit indicated in the additional information.

Are your clothes made in Italy?

Yes, all of our garments are produced in Italy.
Our one and only manufacturing plant is located in Navacchio in the province of Pisa, Via Orosei 64.

Find out how to reach us

Where does the cashmere you use come from?

The Cashmere we use comes from Mongolia, and the spinning mills we source from are all from Tuscany.
Buying a Kuxò Cashmere garment will ensure that you are buying an authentic Made in Italy knitwear item.

Purchases

How is it purchased

To purchase one of our knitwear items, simply click on its preview and, once you have entered the product card, click on “add to cart”.
A side menu will automatically open to your right, where you can decide whether to view your cart or proceed directly with the payment.
Clicking on “Go to Checkout” you will be redirected to the payment page where you will have to enter your personal data and select your preferred payment method. Once you have completed all the fields and clicked “Buy” you will finally have completed your purchase!

How do I apply a discount code

If you have received a discount code, you can enter it at Checkout within the respective field.
Once you type in the code and press enter,  the discount will automatically be applied to your entire shopping cart.

Is there a purchase limit

No, there is no purchase limit for our products.
You can select the desired quantity while supplies last.

How can I find the product I am looking for

To search for a specific product within the shop, simply type its name into the search bar on the website.
The search results will appear automatically.

What payment methods are available

You may choose to pay for your purchase by Bank Transfer, Paypal, Klarna, Credit Card or Prepaid Card.
In case Bank Transfer is chosen, we will ship the item once we receive the amount.

Can you pay on delivery

No, we have chosen not to include cash on delivery in our payment methods.

Do you have physical outlets?

Our one and only physical store is the Kuxò Cashmere Store, the direct sales store on the second floor of our company.

Orders

Can I change my order?

Yes, you can change your order no later than 24 hours after purchase by contacting our customer service department by phone, e-mail or whatsapp.

Can I cancel my order

Yes, you can cancel your order no later than 24 hours after your purchase by contacting our customer service by phone, email or whatsapp.

How can I track my order

We will send you an automatic email when your order is put into production and when it is shipped.
Alternatively, you can monitor the status of your order directly from your user profile.

Shipping

Is the shipping free

In Italy, shipping is always free.
In Europe and Non-EU countries  shipping costs are calculated according to the country of destination of the package.

What shipping methods do you use

In Italy, delivery is to your home via SDA express courier.
Delivery time is 2 to 3 working days which also include garment production.
In foreign countries and non-EU countries, we ship with FedEX and delivery time is 3 to 5 working days which also include garment production.

How can I track the shipment

When the package is shipped you will receive a confirmation email containing the tracking code. To check the status of your shipment, simply click on the link in the email.
Alternatively, you can check the “Track Your Order” section on our website or enter the tracking code directly into the SDA website.

Changes and Returns

Is the return free?

Yes, the return is free.
If you decide to return the item because it is below your expectations or because it has a defect, you will not have to pay for shipping and will be refunded within days of the return request.

Can I change size/color?

Absolutely! Changing Idea is normal and you will be able to change the size and/or color purchased at no extra charge.

What should I do to return or exchange my purchase

To return or exchange your purchase, you will need to fill out the exchange/return form contained inside the package you received.
Behind the last page of the form you will find the return waybill that must be affixed to the outside of the shipping package before handing it to the courier or at the nearest post office location.

Where can I find the change/return form?

The return form is located inside the box you received, the one containing the clothes.
Can’t find the form to fill out? Click here and download it now!

Functionality of the Site

How does your whatsapp chat work

Our Whatsapp chat is real time customer service.
If you have any doubts about the fit of the clothes, size to order, or just want some style advice, contact us!
We are available to our customers 7 days a week.

How can I subscribe to the newsletter?

You can sign up for our newsletter by filling out the form at the bottom of the site’s homepage, or via the pop-up pop-up that appears when you land on a new page.
Subscribers to the newsletter always get an extra 10 percent off valid on all items and will enjoy customized promotions based on their purchases.

How do I create a user profile?

You can register on our site by clicking on the “user” icon in the upper right corner of the main menu.
Once you have entered all the required information, you will receive a confirmation email where you will find the credentials to access your new profile.
Through the user profile you will be able to monitor the status of your orders and save as many items as you want in your personal wishlist.

How do I add a product to Wishlist?

To add a product to your wishlist, simply click on the “add to wishlist” button found in the product details.

Can’t find the answer to your question? Contact us!

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