FREQUENTLY ASKED QUESTIONS
Where do you ship from?
While 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 taxes.
Our earring collection is made in Oslo, Norway and shipped directly from there. So if you order these and a coat they will come in separate packages.
How long will it take my order to reach me?
Please note that all our sweaters are made to order. We use 24-48 hours to make them. Our coats and scarves are double checked quality wise before sending. We ask that you allow 3 working days before orders are dispatched. Quality assurance is paramount to us. If have further queries please contact our Front Row Concierge service at firstname.lastname@example.org
Our earrings are sent via Norwegian National Post and can take between 7-10 working days depending on your countries postal system and how fast it is.
Please note that during the holiday season all orders are a little slower than normal.
Do you ship internationally?
Yes we ship to most countries. If you are unsure about your location please check with our team via email@example.com
What shipping courier do you use?
We use DHL express or TNT for our orders depending on where the receiver is based.
How much is shipping?
We have a standard flat fee of $25USD on shipping for all items. We picked DHL due to them having the best prices but also to provide tracking and fast delivery.
How long will it take my order to reach me once dispatched?
DHL in general takes between 5-7 working days to reach most cities.
My order hasn't arrived and I can't track it
If you have having issues with finding your order please contact us direct via firstname.lastname@example.org
Do I have to pay tax on my items?
Depending on which country you live in, you may be liable for taxes. We have set up "Deliveries Duty Paid" (DDP) which means that at the checkout you can see how much taxes and fees you will have to pay for your country. By prepaying at the checkout it means no nasty surprises. The Curated share these taxes and import fees for you.
If you are concerned about potential import taxes and custom fees please speak with us so we can help you.
What currency is your items in?
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.
Please be aware that if any items shipped are rejected and returned to The Curated (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 incurred by The Curated.
RETURNS & EXCHANGES
Do you offer refunds?
We do not offer free returns.
We ask that you take into consideration the item you are wanting to purchase. The Curated promotes sustainable slow fashion that therefore careful consumption .We price our items below industry standard in order to make them affordable.
Should you wish to return your item you must contact us within 7 days of receiving the item. You will be issued a return item and sent a form to fill out to include with your package. Please ensure that you return your item with all of its original packaging.
International returns can be sent to our return points in Australia, Hangzhou, Norway and the United States of America. Please contact us via email for the address.
*Please note that the customer is responsible for all shipping costs.
Once we receive your return your refund will be processed within 7-10 working days.
Please note you are required to return unwanted orders via post. 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.
We will notify you by email once we've processed your return. This does not include your bank’s processing time and reimbursement will be issued via original payment method.
Should you return an item that is worn, with signs of damage or heat applications then you are not entitled to a refund.
Why do I have to pay to return an item?
You can read more here on our pricing break down and why we don't offer free returns or discounts.
Do you offer exchanges?
Yes we do offer exchanges for a different size. Please contact us via email@example.com to organise an exchange. Please note that the customer is responsible for all shipping costs.
Please contact us via firstname.lastname@example.org should you have any further queries. We are here to help you :)
You can see our step by step wash and steam guide with a video tutorial here.
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 a cashmere goat. Let your coat hang and air out for some days and this will disappear fast. As you wear your coat with time it will become softer naturally. 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 are 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 to hang up your sweater and let is breathe and only hand wash when there are stains. We hand wash or steam our sweaters once a year.
Can I dry clean my cashmere?
We highly recommend that you do not dry clean your cashmeres 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.
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 letting them air outside hanging. DO NOT IRON YOUR COAT it will ruin the fabric. You can use either a steamer, put in the bathroom during and after a hot shower. Or let it naturally hang and it will become smooth again.