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 using 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 and air dry the pre-loved cashmere clothing.
• The clean cashmere is then cut into strips of fabric.
• These cashmere strips are then expertly matched into colourways and then into products.
• Our skilled seamstresses then assemble these products.
• Finally the new garments and accessories reach our Quality Control team, where they are checked before being made available for you to purchase online.

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 recycle your cashmere jumpers with us by taking part in our 'Send in a jumper' scheme. In return, we will send you a pair of our cashmere Fingerless Gloves. Just click this link to our 'Send in a jumper' product page and carefully follow the instructions within the product details:
www.turtle-doves.co.uk/offers/send-in-a-jumper

Are Turtle Doves products made in a variety of sizes?

Our fingerless gloves have plenty of stretch due to the knitted construction of the cashmere fabric. Should you require a slightly smaller or larger pair, we do offer a selection of slender and large gloves.

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 you may receive. In the case of our fingerless gloves, on our website, we provide several examples of the shades within this colourway. Unfortunately we are unable to take specific shade requests.

Can I order over the telephone?

Yes. Please feel free to call us on the following number: 01743 562202. If we are unable to answer, please leave a message with a preferred contact number and we will call you back.

How do I return an item?

To return any items, where possible, please use the original box in which they were sent. This box includes our returns address on the back and therefore does not require an additional label. If you are unable to use the original box, please package your item(s) in a suitable alternative and use the address: FREEPOST TURTLE DOVES

Our returns are free of charge using the above labelling. Please ensure the post office hands you a receipt - this is your proof of postage.

Please include the original despatch note within your package and highlight the reason for the return. If you do not have the original despatch note you must include your name, order number and contact details for us to process your return.

How do I exchange an item?

If you wish to exchange a purchase, the most efficient way is to return the item for a refund and then separately order the item you would prefer. We advise this because our stock levels change daily and therefore you are less likely to miss out on an item.

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. Do not hesitate to contact us if you require any further assistance.

Can I cancel an order once it has been placed?

If the order hasn’t yet been despatched, we can cancel it and issue a full refund. We cannot cancel an order that has already been despatched. If this is the case, please wait for you item(s) to arrive and follow our returns process for a full refund. We offer free returns using the returns address: FREEPOST TURTLE DOVES

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

Firstly, please check that the parcel is not with your local Royal Mail sorting office. A collection card is not always left at the delivery address to notify you of its attempted delivery. If it has been more than 10 working days since your order was despatched, please contact us via email ([email protected]) or telephone (01743 562202) and we will rectify the issue.

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

Please contact us by email ([email protected]) or telephone (01743 562202) and we will sort out the problem with you directly.

How do I know you've received my returns?

We will send you an email confirming that we have received your return and issued a refund.

The cost of the product(s) will be refunded directly to the card, Paypal or ApplePay account used for the original order. If the payment was made over the phone, the refund will also need to be issued this way.