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Pura Cashmere

Our team is available for live chat Monday through Friday, 9 AM &#x2013; 5 PM Eastern Time, excluding U.S. holidays.For email, we monitor and respond seven days a week &#x2014; most inquiries are answered within 24 hours, often sooner.

Our team is available for live chat Monday through Friday, 9 AM – 5 PM Eastern Time, excluding U.S. holidays. For email, we monitor and respond seven days a...

What are your customer service hours?

General Questions

How do I get in touch with customer service?

Do you have a physical store?

Who is Pura Cashmere?

Who is the founder?

Where is Pura Cashmere based?

What does "What Really Matters" mean as a brand philosophy?

Do you still focus on cashmere, or have you moved beyond it?

How can press or media get in touch?

Are you on social media?

What's next for Pura?

How quickly will I hear back?

Do you offer live chat?

What's the best way to reach you for each type of question?

What information should I include when I reach out?

Where are you located?

Do you ship to PO Boxes, APO, or FPO addresses?

How much does shipping cost?

How do I track my order?

How long will my order take to arrive?

Are duties and taxes included on international orders?

What if my package shows as delivered but I don't have it?

Where do you ship to?

When is shipping free?

Do you offer expedited or express shipping?

Do you ship to Alaska and Hawaii?

What happens if my package is delayed?

What if a delivery is attempted but missed?

Do I have to sign for my package?

Can I change my shipping address after placing my order?

Shipping, Delivery & Duties

How do I start a return or exchange?

Are there any limits on exchanges?

How much is the Restocking Fee?

What if my item arrives damaged or defective?

When will I receive my refund?

What condition do items need to be in to be returned?

What is your return policy?

What is Checkout+ and is it worth it?

What's the difference between a refund, an exchange, and store credit?

Will I get my shipping cost back when I return something?

What items can't be returned?

What are "Reduced" items, and can I return them?

What if I missed the return window?

Do you accept returns from Canada?

Do you accept international returns (outside the U.S. and Canada)?

What happens if I refuse a shipment or it's marked undeliverable?

Returns & Exchanges

Can I modify or cancel my order after it's placed?

Do you offer pre-orders?

How do I place an order?

I didn't receive an order confirmation — what should I do?

Why was my payment declined?

Do you charge sales tax?

Can I place an order by phone?

What's the difference between "Pre-Order" and "Notify Me When Available"?

Do you price-match other retailers?

What payment methods do you accept?

Will sold-out items be restocked?

Do you offer price adjustments if an item goes on sale after I purchase?

Ordering, Changes & Cancellations

Payments & Refunds

How do I use a promo code?

Can I combine promo codes or use more than one on an order?

Do you offer a first-time customer discount?

Why didn't my promo code work?

Do you have a loyalty or rewards program?

Do you offer a wishlist?

Will I be notified if a wishlist item goes on sale or is restocked?

How do I reset my password?

How do I update my account information?

How is my personal information used?

Do I need an account to place an order?

How do I unsubscribe from emails or SMS?

Discounts & Promo Codes

Do you offer gift wrap?

How do digital gift cards work?

Do you offer gift cards?

Can I add a gift message?

Can I send a gift directly to someone else?

When is the last day I can order to receive my gift in time for the holidays?

Do you have a holiday gift guide?

What is your extended holiday return window?

Can the recipient return a gift?

Gift Cards & Gift Wrapping

What kind of cashmere do you use?

What is SUPIMA™ cotton and why do you use it?

What's the difference between 100% Cashmere, Cashmere Blends, and your other materials?

Are your pieces ethically and sustainably made?

What materials do you use?

Where is your cashmere sourced from?

What is "Royal Cashmere"?

Where are your pieces made?

SUPIMA™ vs. Egyptian cotton — what's the difference?

What linen do you use?

Do you use recycled or synthetic materials?

Why does cashmere pill? Is it a defect?

Products & Materials

What size should I order if I'm between sizes?

Where do I find your size guide?

How should I care for my Pura pieces?

How do I measure myself correctly?

How do your pieces fit — true to size, oversized, relaxed?

How tall is the model on the product photos, and what size is she wearing?

Will my piece stretch out or shrink?

Do you offer men's sizing?

Do you offer petite, tall, or extended sizing?

Why do you recommend dry cleaning over washing at home?

Can I wash my cashmere at home?

How often should I clean my cashmere?

Why does cashmere pill?

How do I remove pilling?

How do I store my knits between seasons?

How do I prevent moths?

What if my piece gets a snag or a small hole?

What if my piece shrinks, felts, or stretches?

How do I travel with cashmere?

How do I care for cotton, linen, silk, and denim pieces?

Sizing & Care Instructions

How do I become a Pura Cashmere ambassador or influencer partner?

Do you have an affiliate program?

How do I submit a press or media inquiry?

How do I submit a partnership or collaboration inquiry?

Are you hiring?

Do you offer wholesale?

Stock Availability & Wholesale

What are your customer service hours?Updated an hour ago