FAQ

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How can I place an order?

What methods of payment can I use?

Do I have to pay Sales Tax?

Having problems entertaining the Checkout?

Can I add to my order placed earlier today?

Can I use a discount codes  on  sale items?

When  my order will be  shipped?

When will my order be delivered?

What does it cost to ship my order?

Do you ship outside the continental United States?

By which carrier will my order be shipped?

Who is responsible for my order while it's on it's way?

Can I have my order delivered somewhere else?

What if I change my mind after my order has been  placed? How do I cancel an order?

What if I am not pleased with my selection? Can I return the purchase? 

How do I exchange or return an item?

Who is responsible for shipping costs  for returning products?

Where should I send a return?

What should  I do if my item arrives damaged?

How long does it take to process my return?

What kind of packaging options Lucky Bird Cashmere has?

How do I redeem a Gift Certificate or coupon online?

What are the benefits of registering?

Can I change my registration information, including my email address?

Is my personal information private?

I have forgotten my password – what should I do?

How do I sign up to receive promotions or special offers?

Do you offer gift packaging?

How do I report technical problems?

What is cashmere?

What does  the different grades of cashmere mean?

What is “a ply” and How many Ply's are in  your cashmere products?

What is so special about your cashmere?

Can I wash cashmere items myself?

 

 

 

 

 

How can I place an order?

You can place an order by selecting a product from our category page. When you arrive on the product page, just select  the "ADD TO SHOPPING BAG" button (note that sold out items  can not be selected). After placing all your items in the shopping bag you will proceed to our checkout where you're required to enter your personal details in order for us to ship your order. The final step involves entering your payment information.

 

What methods of payment can I use?

LUCKY BIRD CASHMERE  accepts the following methods of payment for purchases:

Visa, MasterCard, Discover,  American Express, Apple Pay, and Paypal.

 

Is payment by Internet at your website secure?

Payment via internet is as secure as internet banking. LUCKY BIRD CASHMERE uses the same protocols and security measures that banks do.

 

Having problems entertaining the Checkout?

Most websites need JavaScript enabled to work properly. If your security settings are set at high, or JavaScript is not enabled, it will not allow the use of JavaScript and so you will not be able to use our site. Instructions to check your settings are below:

Internet Explorer (IE):Click on 'tools' in the toolbar, then 'internet options' and then the 'Security tab'. Ensure security level is not set at 'high'. Alternatively, click on 'custom level' and ensure 'Active Scripting' is enabled.

Firefox: From toolbar click on 'tools', click on 'content' tab and ensure 'Enable JavaScript' is ticked.

Safari: From toolbar click on 'preferences', click on 'security' tab and ensure 'Enable JavaScript' is ticked.

 

Can I add to my order placed earlier today?

Unfortunately, we are unable to add to orders once they are placed. However, we can amend any other details before dispatch, such as delivery method or address. Please contact us as soon as possible if you need to make some changes to your order.

 

Can I use a discount codes  on  sale items?

No, offer codes can only be used on full price items.

 

When  my order will be  shipped?

LUCKY BIRD CASHMERE endeavors to ship purchases within 48 hours of receiving your order. Usually it takes 24 hours.

 

When will my order be delivered?

Pending order verification and credit approval, orders placed prior to noon Pacific time and shipping to the address listed with your credit card company as your official billing address will arrive  within 3 to 8 business days,   if you choose Standard Ground Delivery. Saturday and Sunday are not considered business days.

 

What does it cost to ship my order?

We provide everyday FREE shipping option and other faster shipping options available at the time of checkout. Shipping rates are calculated and provided to you at the checkout page, but Standard ground shipping for all orders  to United States is free (excluding Alaska, Hawaii and US territories). Express Delivery orders cannot ship on Saturdays or Sundays, so orders placed after 3:30 p.m. on Friday will ship on the following Monday. We recommend an express service when shipping to Alaska or Hawaii, as ground service may take up to three weeks.

 

Do you ship outside the continental United States?

Yes, we do. Our online store can process orders placed from or shipped to various locations around the world. Please contact us at help@luckybirdcashmere.com and will be happy to assist you with any questions relating to your international order.

 

By which carrier will my order be shipped? 

We ship via FedEx, UPS and USPS.

 

Who is responsible for my order while it's on it's way?

By placing an order on this site you agree to the fact that items shipped under Free shipping would be sent via UPS Ground with the tracking info. You will request and pay for Insurance if you decide to further protect your purchase.

 

Can I have my order delivered somewhere else?

It's possible to deliver your shipment to a location other than your home address: just fill in your preferred delivery address during the checkout process and we’ll send your order to the address you provided (unfortunately, it's currently not possible to have your order delivered to a P.O. Box).

 

What if I change my mind after my order has been  placed? How do I cancel an order?

You may cancel your order at any time prior to pressing the "Submit Order" button at the end of the checkout process. Once an order is placed and confirmed at, you cannot make changes online If you want to cancel your order after you have pressed the Submit Order button, you should contact our Customer Service Department by email: sales@luckybirdcashmere.com as soon as possible.

 

What if I am not pleased with my selection? Can I return the purchase? 

As long as the purchase was made within the time frame specified below and the item has not been used or worn, you may return your order. Please use original Lucky Bird Cashmere  packaging for all returns. Merchandise purchased and returned within 15  days will be credited in the original tender or merchandise credit, if accompanied by original sales receipt . After 15 days, sale product is not eligible for return credit.

 

How do I exchange or return an item?

If you are not happy with your purchase, we'll take it back for exchange or refund. (Excludes Final Sale merchandise.)  The purchased item and packaging  has to be in original condition of purchase to be eligible for a full refund  or an exchange. The shipping is Non refundable. Orders shipped under free shipping would be charged actual shipping if the products are returned.

If you are making an exchange, there is no charge to return the item(s) and the new merchandise will be shipped to you at no additional shipping charge.  If  you have any questions,  please contact our Customer Service: sales@luckybirdcashmere.com 

 

Who is responsible for shipping costs  for returning products?

If  your return is NOT a result of error on our part, you will be responsible for all shipping and handling costs. We will issue your refund only after the returned merchandise reaches us in the condition stated above. You should insure the parcel when sending back to us. All returns should reach us within 15  days of purchase. You will receive an e-mail notification upon the completion of return processing.

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

- If we sent you the wrong ite

- If the item is damaged or faulty

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods. 

 

Where should I send a return?

You may exchange or return items by shipping them to:

Returns&Exchanges

3002 Harvest Knoll, Highland Village, TX, 75077

 

Full RETURN POLICY you can find here.

 

What should  I do if my item arrives damaged? 

We take great care to ensure all  our  products reach you in perfect condition. If however, the product you order is faulty, please contact us  (sales@Luckybirdcashmere.com) immediately, quoting your order number and describing the fault. We will then advise you on the best course of action. Customer satisfaction is always our priority.

 

How long does it take to process my return?

Please allow us from  10 to 12 business days to receive and process your return. You will receive an e-mail notification upon the completion of return processing. We are not able to issue credit until your return package has been received and processed.

 

What kind of packaging options Lucky Bird Cashmere has? 

All Our  products are delivered in signature  custom made LUCKY BIRD CASHMERE  packaging – ready for gift giving.

 

How do I redeem a Gift Certificate or coupon online?

To redeem a Gift Certificate or coupon, type the number in the space provided on the Payment Information page during the checkout process.

 

What are the benefits of registering?

As a registered customer, you can track your order, store your personal billing information, save an address book of shipping addresses for your friends and family.

 

Can I change my registration information, including my email address?

As a registered user you can update and change your profile at any time. Simply sign in and then go to the "My Account" section of the website and make the appropriate changes.

 

Is my personal information private?

To process and deliver your orders properly, we need some personal details, like your name, address and phone number.  LUCKY BIRD CASHMERE  takes privacy seriously; we treat your personal details confidentially and ensure that our customers can make their purchases in a secure buying and payment environment.

 

For more information, please read our Privacy Policy in full.

 

I have forgotten my password – what should I do?

To reset your password, just click the "Forgot password" link in the login page and enter the email address which is associated with your account. After clicking on "SUBMIT", we'll send you an email with a link to reset your password. We will not include the password in the email which we send to you.

 

How do I sign up to receive promotions or special offers?

To receive promotions or special offers from Luckybirdcashmere.com, please enter your email address here.

 

Do you offer gift packaging?

Each our product will arrive in our signature box. It’s a compliment from the company. If you want, you can add a Lucky Bird card personalized with your message.

 

How do I report technical problems?

If you experience a technical problem when using our site, please contact us immediately  at sales@luckybirdcashmere.com. Please provide a description of the problem, the browser, including the version that you were using, and the date and time you encountered the problem. This will help us to pinpoint and resolve the issue.

 

What is cashmere?

Cashmere is a yarn of the finest quality. The downy undercoat of cashmere goats is carefully combed out in order to obtain fine hair, which is ultimately processed into cashmere yarn. Fibers from the undercoat have a unique structure, providing cashmere with its incomparable softness and delicate sheen. In addition, wool from cashmere goats is significantly finer than sheep's wool, making it one of the world's most valuable natural fibers.

 

What does  the different grades of cashmere mean?

Not all cashmere is equal. Cashmere is available in several grades, including "Grade-A", "Grade-B" and so on. Quality grades of cashmere are determined by the thickness and length of the selected fleece, as well as how much hair came from the outer coat. Finer and longer hair, primarily obtained from the undercoat, produces yarn with the best overall quality. Our products made  only from the highest quality cashmere yarn marked with "Grade-A".

 

What is “a ply” and How many Ply's are in  your cashmere products?

Ply's are strands of yarn twisted together to make one piece of yarn. . Two-ply yarns are  higher quality than one-ply yarns because they are more flexible and resilient.

 

What is so special about your cashmere?

We are often asked  this question about our cashmere. The answer is simple: our cashmere is of a superior quality and made to last. We only use the longer, more costly fibres. We also believe that color is  as much important as a softness of a product. Our vivid color palette is unique. You won’t find our colors  anywhere else. Our cashmere combines luxurious quality with a unique blend of colour. We’re very proud of it.

 

Can I wash cashmere items myself?

Yes, you can wash cashmere yourself by hand though we strongly recommend dry cleaning. In case you’ve  decided  to wash your item, we  recommend to use a special cashmere shampoo. Rinse the item of clothing with cold-to-lukewarm water and wring it out carefully (Please make sure that you will not soak the garments for extended periods). Always place it on a flat surface to allow the garment to dry.