MyPashmina — store policies

Delivery

Tracked UK and international services

Shipping

Order by 1pm on a working day for same-day dispatch

United Kingdom

Tracked 48Royal Mail Free Aims to deliver in 2–3 working days. Photographed if it’s left for you. Tracked 24Royal Mail £6 Aims to deliver the next working day. Photographed if it’s left for you. Service PointRoyal Mail £6 Collect from a pick-up point you choose.

Royal Mail’s delivery aims do not apply to some postcodes, including Northern Ireland, the Channel Islands, the Isle of Man, the Isles of Scilly and parts of Scotland.

Europe & worldwide

TrackedFedEx £9.95 Europe and the rest of the world. How long it takes depends on the destination and on customs.

Import charges. For deliveries to the EU, the recipient pays import VAT, duty and any related charges on arrival. They are not part of what you pay us, and checkout shows an estimate of them. Elsewhere, local taxes or import charges may also be payable by the recipient.

Order by 1pm on a working day and it is due to leave us the same day, on the service you choose. Orders placed after 1pm, at a weekend or on a bank holiday are due to leave the next working day. Dispatch depends on the items being in stock. Every service is fully tracked.

Track your parcel

We email your tracking code as soon as your order is sent.

Exact cost shown at checkout Free UK returns within 30 days

Need help?

A question about delivery?

Ask Ellie about a service or tracking number, or read the returns instructions if the parcel is coming back to us.

Returns → If your parcel is late or hasn't arrived

1. Give it time. Royal Mail Tracked 48 aims to deliver in 2–3 working days after dispatch, and Tracked 24 the next working day. By FedEx to Europe and the rest of the world, it depends on the destination and on customs. If tracking says “Delivered” but nothing has come, wait until the next working day: a parcel is sometimes scanned as delivered during the round and brought later that day or the next morning.
2. Check the tracking. We email your tracking code as soon as your order is sent. The link in that email shows where your parcel is; you can also enter the code in the tracking box above.
3. Contact us. Call 01223 622422 (Monday to Friday, 9am–5pm UK time), email [email protected], or . Have your order number to hand.
4. We ask the carrier to trace it. For Royal Mail that means checking where the parcel was scanned and asking the local delivery office, which usually takes 2 to 5 working days. We tell you what they find.
5. If it is truly lost. We will replace it or refund you, at our discretion.

View MyPashmina’s recent delivery statistics

These are our own figures, not Royal Mail’s. We follow every parcel’s tracking and count the delivery days from the day we send it: order before 1pm on a working day and it goes the same day. Sundays and bank holidays are not counted. Each bar shows when the parcels arrived.

Royal Mail Tracked 48

Free

Royal Mail aims for 2–3 working days.

• 4 next working day
• 7 in 10 by day 2
• 8 in 10 by day 3
• almost all by day 4
• 1 took longer

Based on our last 74 Royal Mail Tracked 48 parcels.

Royal Mail Tracked 24

£6

Royal Mail aims for the next working day.

• 8 in 10 next working day
• all by day 2

Based on our last 11 Royal Mail Tracked 24 parcels.

Counted on 5 November 2026 from Royal Mail tracking of parcels sent on the day promised. A parcel we send late is our fault, so it is not counted as a Royal Mail delivery time. Tracking usually shows nothing until Royal Mail scans the parcel at the mail centre, often the next morning for Tracked 48. We will update these figures as more parcels are delivered.

Easy Returns

You can return an eligible standard item for any reason within 30 days of delivery. Returns from UK addresses are free. Tell us first and we’ll email you a prepaid Royal Mail label.

Ready to return something?
Include your order number and tell us whether you would like a refund or an exchange. Start a return in chator email [email protected]

How to return an item from the UK

Tell us

Ask Ellie within 30 days of delivery, or by 25 January for a Christmas exchange of anything delivered from 1 November. Give her your name, order number and what you would like us to do.

Choose your free label

We email a prepaid Royal Mail return label to the email on your order: a label to print, or a QR code on your phone if you don’t have a printer.

Pack it carefully

Return the item securely packaged and include your name and order number inside. Please take reasonable care of it while deciding.

Send it within 7 days

Printed label: stick it on and drop it in a parcel postbox or at a Post Office. QR code: take the parcel and your phone to a Post Office and they print the label for you. Keep your receipt.

After telling us, please send the item without unnecessary delay and normally within 14 days of telling us. The label shows a “post by” date, 7 days after we email it: if you need longer, ask us and we’ll send a fresh one.

From Jersey or Guernsey, where Royal Mail can’t issue a return label, post it with a tracked service and keep the receipt: we add the postage, up to £5, to your refund.

Returning from outside the UK

Use a suitable postal service and keep your proof of posting. We recommend tracking, particularly for higher-value items. For a change-of-mind return from outside the UK, you pay the return postage.

Standard products

Our 30-day change-of-mind policy applies to eligible standard products. Returns from UK addresses are free: we send a prepaid label. From outside the UK, you pay the return postage.

You may inspect an item as you reasonably could in a shop. If additional handling has reduced its value—for example through significant wear, damage, marking or a persistent perfume or smoke odour—we may make a deduction where the law allows.

Faulty, damaged or incorrect items

If anything is faulty, damaged, materially different from its description or not what you ordered, contact us before returning it. A photograph is often the quickest way for us to understand the problem.

We will put it right and cover reasonable return costs where required. This is separate from a change-of-mind return and does not reduce your statutory rights.

Refunds

Once the return has been received and checked, we refund the appropriate amount to the original payment method unless we agree otherwise. Where statutory cancellation rights apply, we make the refund within the time required by law and may wait until we receive the goods or evidence that they have been returned.

Your bank may take a few working days to show the refund.

We send the refund within 2 working days of receiving and checking the return.

Original delivery: if you cancel a whole eligible order within the statutory 14-day cancellation period, we also refund the cost of our least expensive standard outbound delivery service. Any premium paid for faster delivery is not normally refundable.

Exchanges

If you would prefer another colour, size or style, tell us when you start the return. We normally wait until the original item has arrived and been checked before sending the replacement. Any price difference and additional delivery cost will be confirmed with you.

Delivered from 1 November? You can exchange it until 25 January.

Received it as a present? You do not need the order number: see What if I received a gift? below.

Bespoke and made-to-order products

Bespoke pieces are made specifically for you, so different rules apply:

• You may cancel for a full refund of the affected item until production starts, which is when the batch your piece is part of closes.
• After production has started, MyPashmina voluntarily allows cancellation of qualifying bespoke orders, but the maximum refund for the affected item is the lower of 80% of the price paid or £500.
• After delivery, you may notify us of a voluntary bespoke return within 30 days. From a UK address we send a free return label; from outside the UK you pay the return postage. The same refund limit applies.
• These limits do not apply where a bespoke product is faulty, incorrectly made, materially different from what was agreed or otherwise fails to meet your statutory rights.

Return address

Please contact us before posting your return. Unless we give you different instructions, send it to:

MyPashmina Ltd
Heavenly Valley Farm
Twenty Pence Road
Wilburton
Cambridgeshire
CB6 3PU
United Kingdom

Common questions

Do I need the original packaging?

No. The item simply needs to be protected adequately for its journey back to us.

Should I use tracked postage?

For UK returns, the label we send is tracked. From outside the UK, we strongly recommend a tracked or otherwise suitable service, especially for higher-value items. Keep the proof of posting until the return is complete.

Can I return an international order?

Yes, subject to the same eligibility rules. Please mark the customs declaration as returned goods and retain proof of posting. You are responsible for change-of-mind return postage.

What if I received a gift?

A present from us can be exchanged for a different colour, size or style. You have 30 days from the day the parcel was delivered to tell us, and we can allow up to 45 days if you ask. If it was delivered from 1 November, you have until 25 January. It should be unused, and from a UK address we’ll email you a free return label; from outside the UK you pay the postage. You do not need the order number.

1. Tell us in chat with Ellie or by email to [email protected]. Give us the name of the person who ordered it, the postcode it was delivered to, what it is and what you would like instead.
2. We check that what you would like is available and confirm any price difference or extra delivery cost.
3. Post it back unused to the address above, normally within 14 days of telling us, with a note inside giving the same name and postcode and what you would like instead.
4. When it has arrived and been checked, we send the replacement.

If you would rather have a refund, it normally goes back to the payment method used for the order. Bespoke pieces follow the bespoke rules above.

Not sure what applies?
Tell us your order number and what happened. We will explain the simplest next step. Ask about a return in chator email [email protected]

This page summarises our returns process. It does not limit your statutory rights. See our Terms & Conditions for the full provisions.

Terms & Conditions

These terms and conditions apply when you use the MyPashmina website or place an order with us.

We have tried to make them as clear as possible. Nothing in these terms is intended to limit any rights you have under UK consumer law.

About MyPashmina

MyPashmina Limited
Registered in England and Wales
Company number: 05708615
VAT number: 825493707
Registered office: 5th Floor, 167–169 Great Portland Street, London, England, W1W 5PF
Email: [email protected]
Telephone: 01223 622422

These terms apply to our websites at mypashmina.co.uk and pashmina-pashminas.co.uk.

1. Using our website

1.1 You can use most areas of our website without creating an account. Some features may require you to provide additional information or create an account.

1.2 Please make sure that any information you provide to us is accurate and up to date.

1.3 We may update, change or temporarily withdraw parts of the website from time to time.

1.4 We may also update these terms. The terms applying to an order will normally be those in force when the order was placed.

2. Placing an order

2.1 You place an order with us by completing our online checkout or through another ordering method that we specifically make available.

Before completing an online order, you will have an opportunity to review your order and correct any errors.

2.2 After receiving your order, we will normally send you an order acknowledgement. This confirms that we have received the order; it does not necessarily mean that we have accepted it.

2.3 Our acceptance of your order takes place when we dispatch it and send you confirmation of dispatch.

Payment may be authorised or collected before this point. If we are unable to accept your order after taking payment, we will refund the relevant amount.

2.4 We may be unable to accept an order if, for example:

• the product is unavailable;
• we cannot obtain authorisation or confirmation of payment;
• we identify an obvious pricing or product-description error;
• we cannot deliver to the requested destination;
• an applicable order limit has been exceeded; or
• there is another reasonable legal or operational reason why the order cannot be fulfilled.

If we cannot accept an order, we will let you know and refund any payment due.

3. Prices & order value

3.1 Prices shown on our website include VAT where applicable at the current rate.

3.2 Any delivery or other additional charge will be shown before you complete your order.

3.3 Prices and promotions may change from time to time, but this will not normally affect an order we have already accepted.

3.4 Despite our best efforts, a product may occasionally be incorrectly priced. If we discover an obvious pricing error before dispatch, we may contact you to give you the option of continuing at the correct price or cancelling the affected item.

3.5 Where we refer to an “order value”, we mean the amount actually paid for the goods after discounts and promotions have been applied.

For example, if an item is priced at £100 and a discount reduces the amount paid to £90, its order value for this purpose is £90.

This may be relevant where an offer, delivery service or other benefit requires a minimum order value.

4. Delivery

4.1 We will choose an appropriate delivery service taking into account the destination, size and value of your order and the delivery option selected.

4.2 Where tracking information is available, we will normally provide it by email or through the relevant carrier.

4.3 Delivery dates and transit times shown on our website are estimates unless we expressly agree otherwise.

We will make reasonable efforts to deliver within the estimated period and will contact you where we become aware of a significant delay.

4.4 Goods remain our responsibility until they are delivered into your physical possession, or into the possession of a person you have identified to receive them, except where the law provides otherwise.

4.5 If nobody is available to receive a parcel, the carrier may make another delivery attempt, leave the parcel where authorised, or make it available for collection.

If additional charges arise because repeated delivery attempts are required as a result of circumstances within your control, we may pass on the actual reasonable additional charge made to us by the carrier.

4.6 Nothing in this section affects any statutory rights you may have if an order is not delivered, is delivered late, or is damaged before delivery.

5. Cancelling before dispatch

5.1 If you wish to cancel an ordinary stock order before it has been dispatched, please contact us as soon as possible at [email protected] or through our customer service channels.

If we are able to stop the order before dispatch, we will cancel it and refund the relevant payment.

5.2 We process some orders quickly, so we cannot guarantee that a cancellation request will reach us before dispatch.

If your order has already been dispatched, you can return it under the returns provisions below.

Bespoke and made-to-order products have different cancellation terms, which are set out in section 9.

6. Changing your mind — our 30-day returns policy

We want you to be happy with your purchase. In addition to your statutory rights, MyPashmina offers a 30-day change-of-mind return period on eligible standard products.

6.1 You may tell us that you wish to return an eligible standard item for any reason within 30 calendar days of delivery.

6.2 After notifying us, please return the item without unnecessary delay and normally within 14 days.

6.3 Change-of-mind returns from UK addresses are free: we provide a prepaid return label. For returns from outside the UK, you are responsible for the cost of returning the item.

6.4 Please take reasonable care of the item and return it securely packaged.

You may inspect and handle a product in the same way that you reasonably could in a shop. If the item’s value has been reduced because it has been handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund where the law allows us to do so.

This may include, for example, significant wear, damage, marking or persistent perfume, smoke or other odours caused after delivery.

6.5 Once the return has been received and checked, we will refund the appropriate amount using the original payment method unless otherwise agreed.

Where statutory cancellation rights apply, refunds will be made within the times required by law. We may be entitled to wait until we have received the goods back or you have provided evidence that they have been returned.

7. Your statutory right to cancel an online order

Our 30-day returns policy is additional to the cancellation rights available to consumers when purchasing online.

7.1 For most standard goods bought online, UK consumers have a statutory right to cancel the contract within 14 days beginning the day after the goods are received, without having to give a reason.

Where several items forming one order arrive on different days, the statutory cancellation period may run from receipt of the final item.

7.2 After exercising this statutory cancellation right, you normally have a further 14 days to send the goods back.

7.3 If you cancel the whole order within the statutory cancellation period, we will also refund the basic outbound delivery charge you paid, where applicable.

If you chose a more expensive delivery service than our least expensive standard service, we are not required to refund the additional premium for that service.

7.4 The statutory right to cancel does not apply to certain goods, including products that have been made to your specifications or clearly personalised.

However, MyPashmina gives customers additional rights on many bespoke and made-to-order products under section 9 below.

8. Faulty, damaged or incorrect goods

Change-of-mind returns are different from your rights where something is wrong with the product.

8.1 Goods supplied by us must be as described, fit for purpose and of satisfactory quality, as required by applicable consumer law.

8.2 If an item arrives:

• faulty;
• damaged;
• materially different from its description; or
• different from the item you ordered,

please contact us and we will work with you to put things right.

8.3 If you discover transit damage, please tell us as soon as reasonably possible.

Where possible, telling us within 24 hours is particularly helpful because delivery companies often impose short reporting periods on claims made by retailers.

However, the courier’s reporting deadline does not reduce your statutory rights against MyPashmina.

8.4 Where goods are faulty, your legal remedies may include a refund, repair or replacement depending on the circumstances and when the fault becomes apparent.

In particular, consumers generally have a short-term right to reject qualifying faulty goods within the first 30 days.

After that period, the law will normally provide an opportunity for repair or replacement before certain further remedies arise.

8.5 If a fault becomes apparent within the first six months after delivery, consumer law provides additional protections concerning whether the fault is treated as having existed when the goods were supplied.

The six-month period is not the end of your consumer rights.

8.6 Normal wear and tear, accidental damage, misuse or damage caused by failure to care for a product appropriately is not a manufacturing defect.

8.7 Where goods are being returned because they are faulty, damaged, incorrect or otherwise fail to comply with your statutory rights, we will bear the reasonable cost of the return where required by law.

Nothing in these terms limits your statutory rights.

9. Bespoke & made-to-order products

Some MyPashmina products are made or customised specifically for you. These orders require materials and production work to be committed specifically to your order, so different cancellation and return terms apply.

9.1 Cancelling before production starts
Bespoke pieces are made in batches. Production starts when the batch your piece is part of closes.

Until then, you may cancel a bespoke or made-to-order item for a full refund of the affected item.

9.2 Cancelling after production has started
The statutory change-of-mind cancellation right that normally applies to online purchases does not generally apply to goods made to your specifications or clearly personalised.

However, MyPashmina voluntarily offers an additional cancellation policy on qualifying bespoke and made-to-order pieces.

If you cancel after production has started, the maximum refund for the affected bespoke item will be the lower of:

• 80% of the price paid for that item; or
• £500.

This is a MyPashmina additional policy and does not restrict any statutory rights you may have where a product is faulty, not as described or otherwise fails to comply with consumer law.

9.3 Returning a bespoke product after delivery
Although customised products are generally excluded from the statutory change-of-mind cancellation right, MyPashmina voluntarily allows qualifying bespoke and made-to-order items to be returned where you notify us within 30 calendar days of delivery.

For a voluntary change-of-mind bespoke return from a UK address, we provide a prepaid return label. For returns from outside the UK, you are responsible for the cost of returning the item.

The maximum refund for the affected bespoke item will be the lower of:

• 80% of the price paid for that item; or
• £500.

9.4 Faulty bespoke products
The limits in sections 9.2 and 9.3 do not apply to remedies to which you are legally entitled because a bespoke product is faulty, incorrectly made, materially different from what was agreed, or otherwise fails to meet your statutory rights.

10. Exchanges & replacements

10.1 Where you request a voluntary exchange for another size, colour or style, we will normally wait until the original item has been returned and checked before sending the replacement.

10.2 Where we are remedying a faulty or incorrect item, we will deal with the replacement in accordance with your statutory rights and the circumstances of the case.

10.3 A straightforward voluntary exchange will usually take around 4–5 working days after the return process is under way, although availability, delivery times and individual circumstances may affect this.

10.4 Christmas exchanges
If a standard item is delivered to you on or after 1 November 2026, you may ask to exchange it for another size, colour or style until 25 January 2027, as long as it is unused. This extends only the time to ask for an exchange. It does not extend the period for a refund or your statutory cancellation rights, and it does not apply to bespoke or made-to-order items, which keep the terms in section 9.

11. Returning goods safely

11.1 Please package return items carefully enough to protect them during transit.

11.2 For an ordinary voluntary change-of-mind return where you arrange your own return service, we recommend using an appropriate postal or courier service and retaining proof of posting.

11.3 If a returned product is damaged because it was inadequately packaged or handled in a way that goes beyond what was reasonably necessary, this may affect the amount we are able to refund where permitted by law.

This does not affect your rights where the product was already faulty or damaged when supplied.

12. Product descriptions, colours & natural variation

12.1 We make every reasonable effort to describe and photograph our products accurately.

12.2 Colours may appear slightly different depending on lighting, photography and the screen or device on which you view the product.

12.3 Many of our products are made from natural fibres and some involve hand-finishing or traditional production methods. Small variations in texture, weave, dimensions, colour or finishing may therefore occur and are not necessarily defects.

This does not affect your rights where a product is materially different from its description or is not of satisfactory quality.

13. Promotions, vouchers & discount codes

13.1 Promotional vouchers, coupons and discount codes must be entered through our website where applicable unless we specifically say otherwise.

13.2 Unless a promotion specifically states otherwise, discount codes do not apply to delivery charges.

13.3 Promotions may have their own eligibility requirements, expiry dates, product exclusions or minimum order values. These will be shown with the relevant offer where applicable.

13.4 Promotional codes have no cash value and no cash alternative unless expressly stated otherwise.

13.5 Unless expressly permitted, promotional codes cannot be exchanged for cash, extended after expiry or combined with other offers.

14. Intellectual property & website content

14.1 The content of our website, including photographs, text, graphics, logos and designs, belongs to MyPashmina or is used by us with permission and is protected by applicable intellectual property laws.

14.2 You may use the website for personal shopping and ordinary personal use. You may not reproduce or commercially exploit substantial parts of the website without our permission.

15. Our responsibility to you

15.1 Nothing in these terms excludes or limits liability where it would be unlawful for us to do so.

This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and your statutory rights as a consumer.

15.2 We are responsible for losses that are a reasonably foreseeable consequence of our breach of these terms or failure to use reasonable care and skill.

15.3 We supply products through our consumer website for private use. If you use a product for a commercial or business purpose, different legal considerations may apply.

Separate terms may apply to trade customers and business purchases.

16. Events outside our reasonable control

Occasionally, something outside our reasonable control may delay or prevent us from fulfilling an order, such as significant carrier disruption, severe weather, customs disruption, industrial action or other exceptional events.

We will take reasonable steps to minimise the effect of any such disruption and will contact you where it materially affects your order.

This section does not remove any cancellation, refund or other rights you have under applicable law.

17. If part of these terms is invalid

If a court or other competent authority decides that part of these terms is unlawful or unenforceable, the remaining provisions will continue to apply.

18. Our contract with you

These terms, together with the details shown during checkout and any specific terms expressly applying to your order, form the agreement between you and MyPashmina for that purchase.

No other person has a right to enforce the contract between us unless the law expressly provides otherwise.

19. Governing law

These terms are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you may also be entitled to bring proceedings in the courts applicable to the part of the United Kingdom in which you live.

If you live outside the United Kingdom, you may also have mandatory consumer protections under the laws applying where you live which these terms do not remove.

20. Contact us

If you have a question about an order, return or these terms, please contact us:

MyPashmina Limited
5th Floor
167–169 Great Portland Street
London
W1W 5PF

Email: [email protected]
Telephone: 01223622422

Privacy Policy

This policy explains what personal information MyPashmina collects, why we use it, who we share it with and the choices you have.

Last updated: 29 September 2026

The short version

• We use your details to take payment, fulfil your order, provide customer service and meet our legal obligations.
• We do not sell your personal information.
• Marketing is optional and you can unsubscribe at any time.
• We do not receive or store your full card details.
• You can ask us about your information at [email protected].

1. Who we are

MyPashmina Limited is the controller responsible for personal information used through mypashmina.co.uk.

MyPashmina Limited
Registered in England and Wales, company number 05708615
VAT number 825493707
Registered office: 5th Floor, 167–169 Great Portland Street, London, England, W1W 5PF, United Kingdom
Email: [email protected]
Telephone: +44 (0)1223 622422

2. What information we collect

Depending on how you use our website and services, we may collect:

• Identity and contact details: your name, billing and delivery addresses, email address and telephone number.
• Order information: products, sizes, colours, personalisation, prices, delivery choices, returns, refunds and order history.
• Account information: login and account preferences. We do not have access to your password.
• Payment information: payment status, method, transaction reference and limited information supplied by the payment provider. Card and wallet payments are handled by payment providers; we do not receive or store your full card number or security code.
• Communications: emails, chat messages, contact-form submissions, telephone records and any photographs or documents you choose to send us. Calls may be recorded where this is stated to you.
• Trade information: business name, role, VAT or company details, buying history and agreed trade terms.
• Technical and usage information: IP address, device and browser information, pages visited, cookie choices, security logs and approximate location derived from an IP address.
• Marketing preferences: whether and how you have agreed to hear from us.

Please do not send us unnecessary sensitive personal information. If you buy for or send an order to somebody else, please make sure you are entitled to give us their details.

3. How and why we use your information

What we do	Why we are allowed to do it
Process payment, accept and fulfil orders, provide tracking, manage returns and refunds, and contact you about an order	To perform our contract with you
Answer enquiries, provide product advice, match colours, deal with complaints and maintain service records	Our legitimate interests in providing good customer service and, where relevant, steps requested before or during a contract
Create and manage customer and verified trade accounts	Contract and our legitimate interests in administering customer relationships
Prevent fraud, misuse and security incidents, protect our website and establish or defend legal claims	Our legitimate interests and, where applicable, legal obligations
Keep accounting, tax, product-safety and transaction records	Legal obligations
Send newsletters and offers	Your consent, or the limited existing-customer marketing permission allowed by law; you can opt out at any time
Measure and improve the website and advertising	Your consent where non-essential cookies or similar technologies are required

We do not use solely automated decisions that produce legal or similarly significant effects for customers.

4. Customer service and AI Ellie

If you use our chat or other AI-assisted customer-service features, we process the messages and information you provide so that we can answer you, find relevant products, help with an order and maintain a record of the service provided. Automated systems may help interpret and draft responses. Important commercial actions remain subject to our business rules and appropriate checks.

Please do not enter card details, passwords or other unnecessary sensitive information into chat. Where an action needs payment, we will direct you to a secure payment page.

5. Who we share information with

We share only what is reasonably necessary with service providers that help us operate, including:

• website, hosting, security, backup and ecommerce providers;
• payment and fraud-prevention providers;
• Royal Mail, FedEx and other delivery or fulfilment providers, and Sendcloud, the shipping software we use to book deliveries and prepare labels and customs paperwork;
• email, telephone, chat and customer-service providers;
• analytics, consent and advertising providers where you have permitted their technologies;
• professional advisers, insurers, banks, auditors and public authorities where required.

These organisations may act as our processors or as separate controllers under their own privacy notices. We may also disclose information where required by law, to protect rights or safety, or in connection with a sale or reorganisation of the business.

We do not sell your personal information.

6. International transfers

Some providers may process information outside the United Kingdom. Where the destination is not recognised as providing an adequate level of protection, we use an appropriate safeguard, such as the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another lawful transfer mechanism.

7. How long we keep information

We keep information only for as long as it is needed for the purpose collected, including customer service, accounting, tax, fraud prevention and legal claims. In practice:

• order, payment and accounting records are normally retained for the period required by UK tax and company law;
• customer-service correspondence is retained for a reasonable period after the matter is closed, and longer where it relates to an order, complaint or legal claim;
• account information is kept while the account remains active and for a reasonable period afterwards;
• marketing records are kept until you unsubscribe or we determine they are no longer useful; we may retain a minimal suppression record so that we respect an opt-out;
• technical, analytics and security data are retained according to the settings and needs of the relevant service.

We may keep anonymised information that can no longer identify you.

8. Security

We use appropriate technical and organisational measures intended to protect personal information, including access controls, authentication, encryption in transit, backups, monitoring and limiting access to people who need it. No internet service can guarantee absolute security.

9. Your data-protection rights

Depending on the circumstances, you may have the right to:

• ask for a copy of your personal information;
• correct inaccurate or incomplete information;
• ask us to delete information;
• restrict or object to particular uses;
• receive certain information in a portable format;
• withdraw consent at any time, without affecting earlier lawful processing;
• object at any time to direct marketing.

These rights are not absolute; for example, we may have to retain transaction records for legal reasons. To make a request, email [email protected]. We may need to verify your identity. We normally respond within one month.

You can complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint. We would appreciate the opportunity to resolve your concern first.

10. Cookies and similar technologies

We use necessary cookies to run the shop, remember your basket, maintain security and retain your privacy choices. With your permission, we may also use analytics or advertising technologies to understand use of the site and improve our marketing.

You can accept, reject or change non-essential cookie choices through the cookie-preferences control on the website. You can also control cookies in your browser, although blocking necessary cookies may prevent parts of checkout or account services from working.

Shopping listings. We list our products on shopping services such as Google Shopping and Microsoft Shopping (Bing). To do this we share product information with Google and Microsoft, for example product names, prices, images and availability. This does not include any personal information about you.

Advertising measurement. If you accept marketing cookies, we may use advertising tags from Google and Microsoft, including Microsoft Advertising Universal Event Tracking (UET), to understand which adverts lead to visits and purchases and to show more relevant adverts. These tags may collect information such as the pages and products you view, items added to your basket, order value and an order reference, together with device and browser information. They are not used unless you agree to marketing cookies, and you can withdraw your consent at any time through our cookie settings. For more information see the Microsoft Privacy Statement and how Google uses information from sites that use its services. You can manage personalised Microsoft advertising at account.microsoft.com/privacy/ad-settings.

Meta (Facebook and Instagram) advertising. If you accept marketing cookies, we use the Meta Pixel on our website and Meta’s Conversions API, which sends the same events from our server, to understand which adverts on Facebook and Instagram lead to visits and purchases and to show more relevant adverts. They may share with Meta the pages and products you view, items added to your basket, the start of checkout, order value and an order reference, your IP address and browser details and Meta’s cookie identifiers; and, when you place an order, your email address, telephone number, name, town, postcode and country in a scrambled (hashed) form that Meta uses to match the order to its accounts. They are not used unless you agree to marketing cookies, and you can withdraw your consent at any time through our cookie settings. For more information see Meta’s Privacy Policy.

11. Marketing

Marketing messages are optional. You can unsubscribe through the link in any marketing email or contact us. Service messages about an order are not marketing and may still be sent where necessary.

12. Children

Our website is intended for adults making purchases. We do not knowingly collect information directly from children who are not able to provide valid consent. A parent or guardian may contact us if they believe a child has provided information to us.

13. Changes to this policy

We may update this policy when our services, providers or legal obligations change. We will publish the current version here and change the “last updated” date. We will give additional notice where a change materially affects how we use personal information.

14. Contact us

For questions or requests concerning privacy, contact:

MyPashmina Limited
Email: [email protected]
Telephone: +44 (0)1223 622422
Registered office: 5th Floor, 167–169 Great Portland Street, London, England, W1W 5PF, United Kingdom

Privacy Policy

This policy explains what personal information MyPashmina collects, why we use it, who we share it with and the choices you have.

Last updated: 29 September 2026

The short version

• We use your details to take payment, fulfil your order, provide customer service and meet our legal obligations.
• We do not sell your personal information.
• Marketing is optional and you can unsubscribe at any time.
• We do not receive or store your full card details.
• You can ask us about your information at [email protected].

1. Who we are

MyPashmina Limited is the controller responsible for personal information used through mypashmina.co.uk.

MyPashmina Limited
Registered in England and Wales, company number 05708615
VAT number 825493707
Registered office: 5th Floor, 167–169 Great Portland Street, London, England, W1W 5PF, United Kingdom
Email: [email protected]
Telephone: +44 (0)1223 622422

2. What information we collect

Depending on how you use our website and services, we may collect:

• Identity and contact details: your name, billing and delivery addresses, email address and telephone number.
• Order information: products, sizes, colours, personalisation, prices, delivery choices, returns, refunds and order history.
• Account information: login and account preferences. We do not have access to your password.
• Payment information: payment status, method, transaction reference and limited information supplied by the payment provider. Card and wallet payments are handled by payment providers; we do not receive or store your full card number or security code.
• Communications: emails, chat messages, contact-form submissions, telephone records and any photographs or documents you choose to send us. Calls may be recorded where this is stated to you.
• Trade information: business name, role, VAT or company details, buying history and agreed trade terms.
• Technical and usage information: IP address, device and browser information, pages visited, cookie choices, security logs and approximate location derived from an IP address.
• Marketing preferences: whether and how you have agreed to hear from us.

Please do not send us unnecessary sensitive personal information. If you buy for or send an order to somebody else, please make sure you are entitled to give us their details.

3. How and why we use your information

What we do	Why we are allowed to do it
Process payment, accept and fulfil orders, provide tracking, manage returns and refunds, and contact you about an order	To perform our contract with you
Answer enquiries, provide product advice, match colours, deal with complaints and maintain service records	Our legitimate interests in providing good customer service and, where relevant, steps requested before or during a contract
Create and manage customer and verified trade accounts	Contract and our legitimate interests in administering customer relationships
Prevent fraud, misuse and security incidents, protect our website and establish or defend legal claims	Our legitimate interests and, where applicable, legal obligations
Keep accounting, tax, product-safety and transaction records	Legal obligations
Send newsletters and offers	Your consent, or the limited existing-customer marketing permission allowed by law; you can opt out at any time
Measure and improve the website and advertising	Your consent where non-essential cookies or similar technologies are required

We do not use solely automated decisions that produce legal or similarly significant effects for customers.

4. Customer service and AI Ellie

If you use our chat or other AI-assisted customer-service features, we process the messages and information you provide so that we can answer you, find relevant products, help with an order and maintain a record of the service provided. Automated systems may help interpret and draft responses. Important commercial actions remain subject to our business rules and appropriate checks.

Please do not enter card details, passwords or other unnecessary sensitive information into chat. Where an action needs payment, we will direct you to a secure payment page.

5. Who we share information with

We share only what is reasonably necessary with service providers that help us operate, including:

• website, hosting, security, backup and ecommerce providers;
• payment and fraud-prevention providers;
• Royal Mail, FedEx and other delivery or fulfilment providers, and Sendcloud, the shipping software we use to book deliveries and prepare labels and customs paperwork;
• email, telephone, chat and customer-service providers;
• analytics, consent and advertising providers where you have permitted their technologies;
• professional advisers, insurers, banks, auditors and public authorities where required.

These organisations may act as our processors or as separate controllers under their own privacy notices. We may also disclose information where required by law, to protect rights or safety, or in connection with a sale or reorganisation of the business.

We do not sell your personal information.

6. International transfers

Some providers may process information outside the United Kingdom. Where the destination is not recognised as providing an adequate level of protection, we use an appropriate safeguard, such as the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another lawful transfer mechanism.

7. How long we keep information

We keep information only for as long as it is needed for the purpose collected, including customer service, accounting, tax, fraud prevention and legal claims. In practice:

• order, payment and accounting records are normally retained for the period required by UK tax and company law;
• customer-service correspondence is retained for a reasonable period after the matter is closed, and longer where it relates to an order, complaint or legal claim;
• account information is kept while the account remains active and for a reasonable period afterwards;
• marketing records are kept until you unsubscribe or we determine they are no longer useful; we may retain a minimal suppression record so that we respect an opt-out;
• technical, analytics and security data are retained according to the settings and needs of the relevant service.

We may keep anonymised information that can no longer identify you.

8. Security

We use appropriate technical and organisational measures intended to protect personal information, including access controls, authentication, encryption in transit, backups, monitoring and limiting access to people who need it. No internet service can guarantee absolute security.

9. Your data-protection rights

Depending on the circumstances, you may have the right to:

• ask for a copy of your personal information;
• correct inaccurate or incomplete information;
• ask us to delete information;
• restrict or object to particular uses;
• receive certain information in a portable format;
• withdraw consent at any time, without affecting earlier lawful processing;
• object at any time to direct marketing.

These rights are not absolute; for example, we may have to retain transaction records for legal reasons. To make a request, email [email protected]. We may need to verify your identity. We normally respond within one month.

You can complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint. We would appreciate the opportunity to resolve your concern first.

10. Cookies and similar technologies

We use necessary cookies to run the shop, remember your basket, maintain security and retain your privacy choices. With your permission, we may also use analytics or advertising technologies to understand use of the site and improve our marketing.

You can accept, reject or change non-essential cookie choices through the cookie-preferences control on the website. You can also control cookies in your browser, although blocking necessary cookies may prevent parts of checkout or account services from working.

Shopping listings. We list our products on shopping services such as Google Shopping and Microsoft Shopping (Bing). To do this we share product information with Google and Microsoft, for example product names, prices, images and availability. This does not include any personal information about you.

Advertising measurement. If you accept marketing cookies, we may use advertising tags from Google and Microsoft, including Microsoft Advertising Universal Event Tracking (UET), to understand which adverts lead to visits and purchases and to show more relevant adverts. These tags may collect information such as the pages and products you view, items added to your basket, order value and an order reference, together with device and browser information. They are not used unless you agree to marketing cookies, and you can withdraw your consent at any time through our cookie settings. For more information see the Microsoft Privacy Statement and how Google uses information from sites that use its services. You can manage personalised Microsoft advertising at account.microsoft.com/privacy/ad-settings.

Meta (Facebook and Instagram) advertising. If you accept marketing cookies, we use the Meta Pixel on our website and Meta’s Conversions API, which sends the same events from our server, to understand which adverts on Facebook and Instagram lead to visits and purchases and to show more relevant adverts. They may share with Meta the pages and products you view, items added to your basket, the start of checkout, order value and an order reference, your IP address and browser details and Meta’s cookie identifiers; and, when you place an order, your email address, telephone number, name, town, postcode and country in a scrambled (hashed) form that Meta uses to match the order to its accounts. They are not used unless you agree to marketing cookies, and you can withdraw your consent at any time through our cookie settings. For more information see Meta’s Privacy Policy.

11. Marketing

Marketing messages are optional. You can unsubscribe through the link in any marketing email or contact us. Service messages about an order are not marketing and may still be sent where necessary.

12. Children

Our website is intended for adults making purchases. We do not knowingly collect information directly from children who are not able to provide valid consent. A parent or guardian may contact us if they believe a child has provided information to us.

13. Changes to this policy

We may update this policy when our services, providers or legal obligations change. We will publish the current version here and change the “last updated” date. We will give additional notice where a change materially affects how we use personal information.

14. Contact us

For questions or requests concerning privacy, contact:

MyPashmina Limited
Email: [email protected]
Telephone: +44 (0)1223 622422
Registered office: 5th Floor, 167–169 Great Portland Street, London, England, W1W 5PF, United Kingdom

MyPashmina today

Cashmere made by people we know

We are an independent family business working directly with an experienced team in Kathmandu. Together, we offer an unusually wide choice of cashmere and make individual pieces to order.

Made in KathmanduBy the team shown on this page. Stock and bespokeChoose from the range or have a piece made. Independent since 2002Run by the same family today. Kathmandu

These are the people who make our cashmere

The photograph is not a stock image. It is the team in Kathmandu who spin, dye, weave, knit, finish and check MyPashmina pieces.

Many have worked with us for years, and several are recognised as Masters of their craft. They know the colours and finishes we use, and they know the standard we expect.

We speak to the team directly. If a customer wants an unusual colour, a different size, embroidery or a particular finish, we can ask the people who will actually make it.

The MyPashmina team in Kathmandu.

What we offer

What is different about MyPashmina?

Mostly, it is the choice. We stock far more colours and styles than a normal shop could display, and we can have a piece made when the right one is not already on the shelf.

01

Far more colours than a normal shop

We stock dozens of colours, several fabrics and weaves, and sizes ranging from small scarves to full shawls. We photograph the colours carefully and can send swatches when the match needs to be exact.

02

Made to order means made to order

You can choose the colour, dimensions, fabric and finish. We can also add embroidery and other personal details. These are individual orders made by the same Kathmandu team shown above.

03

If you need help, ask

Colour and size are not always easy to judge online. Ask us before ordering, or tell us if something has gone wrong. We will give you a straight answer and do our best to sort it out.

Who runs MyPashmina?

Paul and Caroline

Paul started MyPashmina in 2002 and still works with the Kathmandu team on products, bespoke orders and anything unusual.

Caroline is Swedish and has a particularly good eye for colour and design. She helps decide how the range looks and how it is presented.

It is a family business. We have other people helping us, of course, but Paul and Caroline are still involved day to day.

Founder & product

Paul King

Paul started the business and looks after products, production and unusual customer requests.

Colour, design & presentation

Caroline King

Caroline works on colours, design and presentation, and is the person most likely to notice when something does not look quite right.

Looking for something particular?

Browse the collection, see what can be made to order, or ask us if you are unsure about a colour, size or fabric.

Shop pashminas Explore bespoke How it began · 2002

And this is how it started

I started MyPashmina after spending time in Nepal on a different project. I liked the pashminas I found there and thought people in the UK would too, so I brought back one box and put them online.

The website opened on 15 September 2002. It looks very much like a website from 2002, but it is still there in the Internet Archive. You can see the original for yourself below.

Customers came back, told their friends and asked for colours and sizes I did not have. The range grew from those requests. We began ordering more colours, trying different weaves and having individual pieces made. Our bespoke service developed in much the same way: customers asked, and we worked out how to do it.

We now carry far more than one box, but MyPashmina is still independent and still works directly with the people who make the cashmere.

Paul King, founder

See the original MyPashmina website →

Our workshop relationship in Kathmandu

MYPASHMINA has worked with the same workshop community in Kathmandu since 2002. That continuity matters: we know the people responsible for weaving and finishing, understand how the products are made and can discuss bespoke requirements directly.

After the 2015 Nepal earthquake, production had to move to a new workshop. Fortunately, the earthquake struck when the team was not at work. The photographs preserved from our original blog show the relocated workspace and the people who helped production recover.

What authenticity means at MYPASHMINA

Authenticity is not established by a label or a romantic story. It depends on knowing the fibre specification, understanding how the cloth was produced and maintaining relationships with the people who make it.

We have worked with the same workshop community in Kathmandu since 2002. That long relationship gives us practical knowledge of yarn, weaving, dyeing and finishing, and makes it possible to trace questions about individual products back through the supply chain.

Cashmere and cashmere-silk blends

Pure cashmere is exceptionally soft and warm for its weight. Adding silk creates a different fabric rather than an inferior one: cashmere-silk can be stronger, more fluid and slightly more lustrous. The right choice depends on whether the customer values maximum warmth or a lighter drape.

Craftsmanship you can see

Look at the evenness of the weave, the feel of the cloth, the consistency of the colour and the finishing at the edges. Hand-twisted tassels, open fringe and hemmed edges each require different work. Bespoke production also allows colour, dimensions and finishing to be agreed before weaving begins.

Learn more in our guide to pashmina, read how to order a bespoke pashmina, or explore the history of the shawl.

Frequently Asked Questions

Straight answers

What would you like to know?

Start with the questions below. For order-specific help, use Ellie or contact us and we will look at the details.

Delivery options, charges and available payment methods are shown at checkout. Those are the details to rely on for your particular order.

Ordering & payment

Do I need an account to order?

No. You can check out as a guest. Creating an account simply makes it easier to see past orders and saved details.

Which payment methods can I use?

We accept major debit and credit cards. Apple Pay or Google Pay may also appear when your device and browser support them. The payment choices available to you are shown at checkout.

What happens after I place an order?

We send an order confirmation first. When the parcel leaves us, you will receive a dispatch email with tracking where the service provides it.

Can I change or cancel an order?

Ask us as soon as you can. If the parcel has not left us—and a bespoke piece has not gone into production—we will do our best to help. Contact us or ask Ellie with your order number.

Is my payment and personal information secure?

Payments are handled through secure payment services; we do not store full card details. We use personal information only to process your order, provide support and meet our legal duties. Read our Privacy Policy for the full explanation.

Delivery

How much is UK delivery?

UK delivery with Royal Mail Tracked 48 is free. Royal Mail Tracked 24 costs £6, and Service Point delivery, which you collect from a pick-up point, costs £6. The options for your address are shown at checkout. See Delivery & tracking for current information.

When will my order be sent?

Orders placed by 1pm on a working day are due to be sent the same day. Orders placed after 1pm, at a weekend or on a bank holiday are due to be sent the next working day. Both depend on the items being in stock.

How do I track my parcel?

Use the tracking link in your dispatch email. If it has not arrived or the tracking looks wrong, ask Ellie or contact us with your order number.

Do you deliver outside the UK?

Yes, to many countries. We send international parcels by FedEx, with tracking, and the charge appears after you enter the delivery address. For deliveries to the EU, the recipient pays import VAT, duty and any related charges on arrival, and checkout shows an estimate of them. Elsewhere, local taxes or import charges may also be payable by the recipient.

Returns & exchanges

Can I return an item?

Yes. You can return a standard item for any reason within 30 days of delivery: tell us first, then send it back, normally within 14 days. Returns from UK addresses are free: we email you a prepaid Royal Mail label. From outside the UK, you pay the return postage. If anything is faulty, damaged or not what you ordered, we put it right and cover reasonable return costs. Start on our Returns page for the address and instructions.

Can I exchange for another colour or size?

The quickest route is normally to return the original item and place a new order for the one you want. If you would like help before doing that, ask Ellie.

Can a bespoke item be returned?Bespoke pieces are made for you, so different terms apply. You can cancel for a full refund until production starts, which is when the batch your piece is part of closes. After that, a qualifying cancellation, or a return you tell us about within 30 days of delivery, is refunded at no more than 80% of the price paid, with a maximum of £500. From a UK address we send a free return label; from outside the UK you pay the return postage. These limits do not apply if a piece is faulty, incorrectly made or not as agreed. Please read the Returns page before ordering.

Product & quality

What does “pashmina” mean?

The word is used in different ways. On this site it describes our woven cashmere scarves, stoles and shawls, including pure cashmere and cashmere-silk pieces. The fibre content is stated on every product page.

Should I choose pure cashmere or 70% cashmere / 30% silk?

Pure cashmere feels soft, warm and light, with a matt finish. The 70/30 blend is smoother, has a gentle sheen and a more fluid drape. Neither is the “better” choice—it depends on the feel and look you want.

Which pashmina size should I choose?

A scarf is 30 × 150cm; a large scarf 45 × 200cm; a medium stole 55 × 200cm; a stole 70 × 200cm; and a shawl 90 × 200cm. Check the product page because specialist weaves can vary.

Do all pashminas have tassels?

Most classic woven pashminas have hand-twisted tassels. Some designs have a plain or open-fringe finish, and bespoke pieces can often be made without tassels.

Why are your pashminas not very fluffy?

Heavy brushing makes a new shawl look fluffy but can pull fibres loose and encourage shedding. We prefer a cleaner finish that softens naturally with wear.

What is the difference between one ply and two ply?

Two-ply yarn uses two strands twisted together, giving a fuller and more robust fabric. A single-ply weave can be finer and lighter. The right choice depends on the style rather than one being universally better.

Care

How should I wash cashmere?

Follow the sewn-in care label. For hand-washable pieces, use cool water and a small amount of cashmere detergent. Do not rub or wring. Press out water gently, reshape and dry flat away from direct heat.

What should I do about pilling?

A little pilling can happen where soft fibres rub against bags, seat belts or other clothing. Remove pills gently with a cashmere comb and avoid repeated friction in the same area.

How should I store it?

Make sure it is clean and completely dry, then fold it rather than hanging it. Store it in a breathable bag or drawer with suitable moth protection.

Bespoke

What can be made to order?

Depending on the design, we can change colour, size and edge finish, remove tassels or add embroidery. Browse Bespoke pashminas or ask us about a particular idea.

How long does bespoke take?

Bespoke work is made in batches, so timing varies. The current estimate is shown with the bespoke options; we will keep you informed if anything changes.

Can I see colours before ordering?

Yes. Our swatch book is the best way to judge colour in your own light. It holds 100 colours, as swatches of about 5 × 5 cm cut from our B-grade 70% cashmere, 30% silk fabric, so the texture is rougher than a finished pashmina. We can also discuss colour matching for weddings, outfits and interiors.

Still unsure?

Ask Ellie

Ask a quick question now. For help with an existing order, include the order number but never send payment details.

Ask us

Get an answer now

Ellie, our online assistant, answers questions about our pashminas, delivery and your order at any hour, and hands you to one of us if she cannot help.

Answers in seconds. No account, no waiting.

Where is my order?

Track a parcel, check what was sent, or find out when it will arrive.

How do I return something?

Thirty days from delivery on standard items. Bespoke pieces have their own terms.

Which pashmina should I choose?

Sizes, pure cashmere against 70/30, colours in stock, and bespoke.

Reach us directly

Telephone

01223 622422

Monday to Friday, 9am–5pm UK time.

Outside those hours, or if we can’t pick up, leave a message on the same number and we’ll call you back.

Email

[email protected]

Answered the same working day. Include your order number and we will have it open before we reply.

Find us

Near Cambridge

MyPashmina Ltd
Heavenly Valley Farm
Twenty Pence Road
Wilburton
CB6 3PU

Open in Google Maps

Returns come to the same address, but start here first so we know to expect it.

Shuttles loaded with cashmere, ready for weaving.

Since 2002

Ask for something we do not stock

We have worked with the same weavers in Nepal for over twenty years. If you want a colour we do not carry, or a size we do not list, ask us whether it can be woven for you.

We will confirm the price and the timing before you order: nothing is agreed until then. The sizes, colours and finishes we list are on our bespoke pages, with the current batch dates.

Lovely, lovely as always.

I’m onto my Spring/ Autumn collection now of the smallest size cashmere and silk ones, putting the longer pure cashmere ones in the same colour away until next winter. What would I do without you?

Sue A. · April 2026