FAQs

What is cashmere?

Cashmere is a fabric combed from the pelt of a mountain goat. We use only post-consumer waste cashmere.

How do I care for my cashmere?

All our cashmere products are machine washable on a cold setting. Alternatively, you can hand wash them in lukewarm water with a little detergent, gently squeeze your cashmere until clean, rinse well.

We recommend not to use fabric conditioner Dry naturally and lay flat. Do not tumble dry!

How do we recycle cashmere?

We turn pre-loved cashmere jumpers into beautiful new accessories.

• We wash pre-loved cashmere clothing, and air dry it.
• We cut the cashmere into strips of fabric.
• The cashmere strips are then expertly matched into colourways and various products.
• These are sewn by our skilled seamstresses in our studio.
• The new garments and accessories then reach our Quality Control team before they reach stock.

We have prevented 450,000 cashmere jumpers from going to landfill. The equivalent of 140 tonnes of jumpers or 20 Olympic sized swimming pools.

How do I redeem a special offer or promotion code?

Special offers such as promotional discounts rely on a code. Just type your code into the voucher box and click ‘Apply’.

Sign up as a Friend of Turtle Doves to qualify for exclusive promotions.

How do I recycle my cashmere jumper with you?

You can donate your cashmere jumpers by posting them to our studio.

Alternatively, we offer an exchange scheme, where you will receive a pair of our fingerless gloves in return for your cashmere jumper for a small processing fee. You can find out more here.

Are Turtle Doves products made in a variety of sizes?

Our fingerless gloves are flexible in their fit due to the natural stretch of cashmere but should you have a slim or a broad hand please let us know in your order notes and we will endeavour to find a glove for you that provides a good fit.

Will my goods be exactly the same as the product I have seen on the website?

Due to the recycled nature of our products, there is always a degree of variability in the shade within the defined limits of a single colourway. In the case of our fingerless gloves, on our website, we provide several examples of the shade spectrum of a named colour.

Can I order over the telephone?

Yes. Please feel free to call us on the number at the top of the website. If we aren’t able to answer please leave a message and we’ll call you back.

How do I return an item?

Please return your goods using the returns label on the top left of the despatch note; This sticker is a 'Freepost' label and you don't need to pay for the return. Please get a receipt from the post office as proof of return postage.

Please send the original despatch note within your returns package and mark on it the reason for the return. It is important that you quote your order number prefixed with #S and a telephone contact number in any communication regarding the return so that we can deal with it as quickly and effectively as possible.

How do I exchange an item?

If you wish to exchange a purchase the quickest way is to send it to us for a refund and to order the item you prefer in the meantime. We advise this because our products are quite fast moving so you are less likely to miss out this way.

Can I amend an existing order?

Unfortunately, we are unable to amend orders once they have been placed. If you wish to add an item then please make a separate order. Please do not hesitate to contact us and we will do our best to help.

Can I cancel an order once it has been placed?

If the order hasn’t yet been despatched, we can cancel it and make a full refund. We cannot cancel an order once it has been despatched so if you wish to return it please do so and we'll refund you promptly. We supply a returns Freepost label and you will not need to cover the postal cost.

What should I do if my order hasn’t arrived?

Firstly, please check with Royal Mail as parcels are often waiting at a local sorting office even if a collection card has not been left at the delivery address. If it has been more than 10 working days since your order was despatched please contact us.

What do I do if there's something wrong with my order?

Please contact us by email or telephone and we will sort out the problem with you directly.

How do I know you've received my returns?

We go through our post daily and make refunds as soon as a parcel arrives back with us. We will send you an e-mail confirming that your item has been refunded.

The cost of the products will be refunded directly to the card, Paypal or ApplePay account used for the original order. If a payment has been made over the phone the refund will also need to be made this way.