RETURNS
Returns and Refunds
At Canessa, we want you to feel confident in your purchase. Below you will find all the information you need to return an item and receive a refund.
Return Procedure
You may return any item within 30 days of receiving your order, free of charge and without providing a reason.
To initiate a return, please contact our Customer Care team at info@canessacashmere.com within this period, providing your order number and the item or items you wish to return.
Once your return request has been confirmed our team will review your request and get back to you within 24–48 business hours. Return processing may take longer during peak periods.
Then you will receive a return shipping label and detailed instructions by email. Please print the label, attach it securely to your return parcel and take the package to an authorised drop-off point for the designated courier.
Please use the original packaging and ensure that all original tags remain attached.
Return Policy
Items should be returned unused, unwashed and undamaged, with all original tags attached and the original packaging, retained. The returns of the items that do not meet these conditions will not be accepted.
In such cases, you may request to have the items sent back to you at your own expense.
Please handle each garment with care when checking its fit and characteristics. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and fit of the item.
Please ensure that your parcel is securely packaged to protect the garments during transit.
These conditions do not affect your statutory rights, including your rights in relation to faulty or non-conforming products.
Refunds
Once your return has been received and inspected, you will be notified by email when your refund has been processed.
Approved refunds will be issued to the original payment method within 14 business days of receipt of the returned items. Refund processing times may vary depending on your payment provider or bank.
The original shipping fee is non-refundable.
Faulty or Non-Conforming Items
If you believe that an item is faulty or does not conform to your order, please contact our Customer Care team at info@canessacashmere.com as soon as possible, providing your order number, a description of the issue and photographs of the item where appropriate.
Our team will review your request and provide instructions for returning the item, including the applicable return address.
Once we have received and inspected the item, we will inform you by email of the available remedies in accordance with applicable law, which may include a repair, replacement or refund.
For confirmed faulty or non-conforming items, you will not be charged return shipping costs. Any refund due will include the applicable delivery charges and the reasonable costs of returning the item, as required by law.
Contact
For any questions regarding returns or refunds, please contact our Customer Care team.
Email: info@canessacashmere.com
Opening Hours: Monday to Friday, 9:00 AM – 6:00 PM CET