Frequently Asked Questions

Cashmere is the fine undercoat fibre from Cashmere goats, prized for its exceptional softness and warmth. Our cashmere is sourced from our partner mill in Ludhiana, Punjab — one of India's most renowned centres for cashmere weaving, with generations of craft expertise.

The grade refers to the fineness of the cashmere fibre, measured in microns. Grade A is 16µm (soft and durable), Grade AA is 15µm (noticeably silkier), and Grade AAA is 14µm (cloud-like, the finest available). Lower micron = finer fibre = softer feel.

Yes. Every piece carries Grade A, AA or AAA certification. We work exclusively with mills that adhere to documented fibre sourcing and quality standards. Certification accompanies every wholesale batch.

Pilling is completely normal during the first few wears, as loose fibres work their way out. It is not a defect — it's a natural process. Use a cashmere comb or fabric shaver to gently remove pills. The fabric will actually improve and settle with careful use.

We offer three types: (1) Embroidery text — initials, a name, date, or short phrase in your choice of font and placement. (2) Pet portrait — a hand-embroidered portrait of your dog, cat, horse or other pet, based on a photo you supply. (3) Custom colour — available on request for larger quantities.

Personalised pieces are ready in 10–14 working days from order confirmation. Pet portraits may take up to 14 working days depending on complexity. We'll notify you by email when your piece is dispatched.

During checkout, you'll be prompted to upload your photo. We accept JPG and PNG files up to 10MB. For best results, use a clear, well-lit photo with your pet's face clearly visible against a plain or simple background.

We don't currently offer digital previews before production, but our artisans follow precise placement guidelines. You can view example portraits on our Personalise page. If you're not happy with the finished piece, we'll work with you to make it right.

Personalised items are non-returnable unless they arrive damaged or with an error on our part. Please double-check your embroidery text and photo carefully before placing your order.

UK: 3–5 working days. Europe: 5–8 working days. USA & Canada: 7–12 working days. India: 5–7 working days. Rest of world: 10–14 working days. Personalised pieces add 10–14 working days to these estimates.

Yes — free UK standard shipping on all orders over £200. For orders below £200 and for international orders, shipping costs are calculated at checkout based on your location and order weight.

Yes, absolutely. We ship to India via tracked courier. Delivery typically takes 5–7 working days. Customs duties and import taxes may apply and are the responsibility of the recipient.

Yes. Once your order is dispatched, you'll receive an email with your tracking number and a link to the courier's tracking page. You can also check your order status from your account dashboard.

First check your tracking link — most delays are customs-related for international orders. If your package is significantly overdue, contact us at hello@cloudspuncashmere.com and we'll investigate with the courier.

We offer free returns within 30 days of delivery for all non-personalised items. Items must be unworn, unwashed, with tags attached and in their original packaging. We'll email you a prepaid return label (UK customers) or a returns authorisation number (international).

Log in to your account, go to Orders, and select the item you wish to return. Follow the prompts to generate a return label. If you checked out as a guest, email us with your order number and we'll help you.

Once we receive and inspect your return (usually 2–3 working days from receipt), we'll process your refund within 5 working days. Depending on your bank, funds typically appear within 3–7 business days after that.

Yes — exchanges are treated as a new order. Return your original item for a refund, then place a new order. This is the fastest way to get the exact piece you want, as we can't guarantee stock levels will match across a back-and-forth exchange process.

Hand wash in cool water (max 30°C) with a dedicated wool or cashmere wash — never regular detergent or fabric softener. Gently squeeze (never wring), rinse in cool water, then press out excess water by rolling in a clean towel. Never put cashmere in a washing machine.

Dry flat on a clean, dry towel in a well-ventilated area, away from direct sunlight or heat sources. Never hang cashmere to dry — it will stretch. Never tumble dry. Reshape gently while damp.

Use a steam iron on the lowest setting, held an inch above the fabric — never press directly onto the cashmere. Alternatively, use a clothes steamer. Ironing from the reverse side with a pressing cloth is the safest method.

Fold neatly — never hang, as hanging stretches the fibres. Store in a breathable fabric bag (not plastic). Add a cedar ball or lavender sachet to deter moths. If storing long-term, ensure the piece is clean first, as moths are attracted to body oils and food residue.

Pilling is natural. Use a cashmere comb or a dedicated fabric shaver on the lowest setting. Comb gently in one direction. Avoid using scissors or regular lint rollers, which can catch and pull fibres.