What happens if the item is sold out, how do I pre-order?
Unfortunately, if the item is sold out on our website, the item is not available for pre-order until the next round of pre-orders. You can also click “e-mail when available” to receive a notification when then item is available for pre-order/back in stock. Alternatively, please keep an eye out on our Instagram page and subscribe to our Newsletter for further updates.
Can I cancel my order?
Absolutely! As long as you contact us before your order is shipped. Please contact our Customer Service team firstname.lastname@example.org as soon as possible. You will receive a full refund, which may take up to 10 business days to go through, depending on your bank.
Why do I have to pay tax at checkout?
We include prepaid taxes at checkout to prevent any nasty surprises when your order is delivered. Some online retail companies have the tax included in the cost of the item. However we like to be transparent with what you are paying for. These taxes can vary depending on the requirements of the country the order is being shipped to. We try to minimize the cost of the taxes as much as we can by shipping directly from our factory in China.
I received a notification to pay tax upon delivery, what should I do?
Please contact our Customer Service team email@example.com to assist you further.
Can I pay in my local currency?
Our items are all priced in United States Dollars. PayPal will normally show you a conversion at the check out to your equivalent local currency. This may fluctuate depending on the currency conversion rates applied by PayPal.
I’ve placed an order but would like to change it to another item. Can I pay the difference?
We recommend cancelling your order and placing a new order for the correct item. Please contact us at firstname.lastname@example.org as soon as possible to cancel your order.
Do you offer discount codes?
The Curated is a small company that was created to provide customers with luxury, high quality items at affordable prices. To achieve this, we have minimised a lot of costs, we also absorb a proportion of the shipping costs ourselves as well as having very low profit margin on our pieces. For this reason, we are unable to provide any discount codes. For more information on our honest pricing, please click here.
What else do I need to know before I order?
Please be aware that if any items shipped are rejected and returned to The Curated (ie. If the recipient is not willing to pay the applicable local taxes/ import duties, the delivery address is wrong or there is no one to accept the package) we are unable to refund original shipping charges, custom charges or any return/rejection charges that are incurred by The Curated.
Where do you ship from?
Whilst we are a Scandinavian based brand based in Oslo, Norway our shipping and packing office is setup in China so that we can ship directly to our customers and prevent extra costs and unnecessary contributions to environmental waste.
Do you ship internationally?
Yes, we ship to most countries. If you are unsure about your location please contact our Customer Service team email@example.com
Which shipping courier do you use?
We use DHL express or UPS for our orders depending on where the receiver is based. We have found that they have the best prices and provide fast and reliable delivery. Please note for Russia we use EMS as DHL is not allowed for personal packages.
How much is shipping?
We have a standard flat rate fee of $25USD on shipping for all items.
Why hasn’t my order been shipped yet?
Please check our pre-ordering page for updated delivery timeframes. Our pre-order delivery dates are an estimate and at times we experience unfortunate delays that are beyond our control. We ensure each item meets our standards for quality assurance before sending out.
If you are still concerned, feel free to contact our Customer Service team firstname.lastname@example.org
If I pre-order today, when will I get my order?
Please refer to our pre-ordering page for shipping timeframes. Allow a further 7-10 business days on top of the shipping dates for the order to be packed and delivered to you.
I’ve received an e-mail notification that my order has been dispatched. How long will it take to get to me?
DHL express generally takes between 5-7 working days to reach most cities. You should receive an estimated delivery date when you track your order. Please note, delays may occur during busy holiday periods.
REFUNDS & EXCHANGES
How do I get a refund?
Should you wish to return your item, please contact us within 7 days of receiving the item. The item must be unworn and in its original condition. You will be issued a returns form to complete to send along with your item(please include garment bag, fabric swatches, dust bag etc). Return shipping will be at the customer’s own expense as we are unable to offer free return shipping at this stage. However if you have plan to purchase through Paypal we recommend activating free returns with your account.
*We have return points in the USA, Australia and China.
Refunds do not include original shipping, return shipping and any import taxes and duties.
Do you offer exchanges?
Should you wish to make an exchange, please contact us within 7 days of receiving the item. The item must be unworn and in its original condition. You will be issued a returns form to complete to send along with your item(please include garment bag, fabric swatches, dust bag etc). Return shipping will be at the customer’s own expense as we are unable to offer free return shipping at this stage. We have return points in the USA, Australia and China.
*We are launching free exchanges in 2020 so stay tuned!
We recommend placing a new order for the correct item and you will be provided with a code for free shipping. Once we receive your original item, we will process the refund.
How do I initiate a request for free return shipping refund via PayPal?
PayPal now offers return refunds up to 8-12 times a year (amount varies between countries) with a cap per request. The cap amount is dependent on your location(eg. Australia is $45AUD and Canada is $30CAD). All you have to do is activate return refunds on your PayPal account. You can then “request return shipping refund” on your order within 30 days of shipping the item back. You will need to provide PayPal with proof of return shipping for approval. Once approved, your return shipping refund will be in your PayPal account after 5-10 business days. For more information, please visit the PayPal website.
I want to make an exchange but the item I want is sold out, what should I do?
At this stage, we are unable to place a hold on items or provide waitlists. If the item you are after is sold out, we recommend commencing the refund process, click “e-mail when available” on the website and place the order when the item is available again.
What address do I return to?
Please contact our Customer Service team at email@example.com to initiate a return. We have a returns point in Australia, Hangzhou and United States of America.
When will I receive my refund?
Once we receive your item, we will process the refund. We will notify you by e-mail once we've processed your return. This may take up to 10 business days to go through. This does not include your bank’s processing time and reimbursement will be issued via original payment method.
Please note: Should you return an item that is worn, with signs of damage or heat applications then you are not entitled to a refund.
What else do I need to know before commencing a return?
The Curated will not accept carriage due or payment on delivery and will not pay return charges – these are at your own cost and it is your responsibility to ensure a tracked and recorded service is used. We are unable to refund any lost, missing, or damaged parcels.
My item is faulty, what should I do?
Please contact our Customer Service team firstname.lastname@example.org as soon as possible to assist you further.
Do the coats come with a belt?
Yes, all of our coats come with a belt
Are there belt loops on the coat?
No. Instead we have included an extra swatch of fabric, which you can use to have belt loops tailored on. Everyone has different body proportions so we wanted our customers to be able to customize where the belt loops are placed. If you are missing your fabric swatch please reach out to us at email@example.com
Do you customize coats?
No, unfortunately we do not offer this service. For any alterations, we recommend bringing your coat to a reputable tailor.
My coat/sweater has a strange odour to it and is itchy.
As our coats are made with organic fibres that are not treated with chemicals to alter the feel, you may get a smell of cashmere goat. Let your coat hang and air out for several days and this will disappear. As you wear your coat, it will become softer naturally over time. We do not use chemical treatments to alter fabrics and also believe they contribute to huge environmental waste.
What is the best way to take care of my cashmere?
We recommend keeping all sweaters and scarves wrapped in acid free tissue paper, stored in a clean place free of moths. When you are in ‘sweater’ season and using your sweaters we recommend hanging your sweaters up in order to allow them to breathe.
How often should I wash my sweater?
Cashmere is a natural fibre and does not hold dirt and odours like other materials. It therefore does not need to be washed often. Washing your sweaters often can cause piling and damage. We recommend hanging up your sweater and letting it breathe and only hand wash when there are stains. We hand wash or steam our sweaters once a year.
You can see our step by step wash and steam guide with a video tutorial here.
Can I dry clean my cashmere?
We highly recommend that you do not dry clean your cashmere sweaters. Dry cleaning can damage the fibres and increase the cause of piling. However, if you do not feel confident to hand wash your sweaters you can try dry cleaning but only with a trusted and professional business.
I received my coat and it’s wrinkly, what should I do?
Your coat may become wrinkly during delivery but it can be easily steamed out. Do not iron your coat as the heat can damage the fibres. Use the steamer in one direction only – from top to bottom.
How do I clean my coat?
Like cashmere we recommend not washing your coat too often unless you need to spot clean. Our coats are a wool cashmere blend (70/30%) and highly durable. We recommend hanging them air outside. DO NOT IRON YOUR COAT - this will ruin the fabric. You can either use a steamer, put in the bathroom during and after a hot shower. Alternatively, let it naturally hang and it will become smooth again.
Can’t find your answer here? Please contact us at firstname.lastname@example.org so we that can assist you further. Whilst we are a very small team, we will endeavor to respond to you within 24 hours. Thank you for your patience!