FAQs

Shopping at purekashmir.com

How do I make a purchase?

Please use the main category navigations to assist you through our online shop: Cashmere Pashmina, Merino Wool, Merino & Silk and  Men's Pashmina.

Alternatively, you can use the SEARCH box to locate a specific item.
Once you have found what you are looking for, select the quantity and click ‘ADD TO SHOPPING CART’,
Review your selected items by clicking the ‘SHOPPING CART’ icon in the top right corner of the page. You can remove items from your shopping bag at any time during your visit.
Once you have decided what you would like to purchase, click on ‘CHECKOUT’ icon to review your shopping list, then ‘PROCEED WITH PURCHASE’ to complete your order.

Do I need to set up an account to place an order?

Yes. Our account registration process is quick and easy, and is part of the check out process the first time you order. It will also enable you to save your billing and delivery addresses for future visits.
In addition to this, you will be able to customise your experience with Pure Kashmir by: updating your account details, tracking your order status, adding items to your wish list, updating your email preferences.

What should I do if I forget my password?

This isn't a problem. Simply enter your email in the ‘EXISTING CUSTOMER’ field, then click on the 'FORGOTTEN PASSWORD' link. We will request that you enter your email again and will send you a link which will enable you to enter a new password. If you continue to have difficulty, please contact our Customer Services team who will be able to assist you.

How do I contact Customer Services?

Our Customer Services team is available during the following hours: Monday - Saturday 10am-9pm and Sunday 12pm-6pm. You can contact us in the following ways:

BY TELEPHONE: +91 (0)92050 22 33 22

BY EMAIL:contact@purekashmir.com We will aim to respond to your query within 24 hours of receipt.

BY POST: Please write to: Customer Services, Pure Kashmir, 53 Gousiya Mohalla, Umar Colony A, Lal Bazar, Srinagar 190016, Jammu and Kashmir, India.

Can I place my order by telephone?

Yes, our Customer Services team can assist you with a phone order. Please contact them Monday–Saturday 10am-9pm and Sunday 12pm-6pm on: +91 (0)92050 22 33 22.

What if the item I would like is listed as ‘out of stock’?

Any item shown as “Out of Stock” online may still be available in our warehouse.
Please contact our Customer Services team to check the availability in store.

Can I add items to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order.
If you would like additional items to arrive in the same delivery as an existing order, you will need to cancel your existing order then re-place the order with the additional items included

Which payment methods do you accept?

We accept MasterCard, Visa, American Express, Delta, and Maestro credit and debit cards only.

Is it safe to use my credit card on your website?

At PURE KASHMIR, your personal online security is of the utmost importance to us. We use the latest SSL encryption technology to safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Shopify.

Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address registered with your credit card company.

For additional security and to give you more confidence when shopping online with us, we use Verified by Visa and MasterCard® SecureCode™. These services enhance security against unauthorized use of your credit or debit card when shopping with us. To find out more visit the MasterCard® SecureCode™ and Verified by Visa websites.

Once you have registered and created your own private password with your card issuer, you will be prompted automatically at the checkout to provide this password each time you make a purchase.

Please note, your Verified by Visa or MasterCard SecureCodeTM password is not your purekashmir.com account password. Pure Kashmir does not have access to your Verified by Visa and MasterCard® SecureCodeTM password.

If you prefer, you may place your order by telephone with our Customer Services team.

Delivery

Which countries do you ship to?

We ship worldwide.

Do you ship to PO Box addresses?

We are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates.

Do you ship to multiple addresses?

Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

For corporate orders, please contact Customer Services for assistance.

Will I have to pay additional duties or taxes?

All our product prices are in US Dollar, and include VAT.
If your destination is outside India, you are liable for all import duties, customs, and local sales taxes levied by the country you are shipping to; therefore payment will be required for customs to release your order. We recommend that you investigate potential charges before placing your order.

How long does delivery take and cost?

The India Standard Delivery is FREE to any city within India. All orders will be sent by DTDC and will require a signature on receipt. We aim to deliver within 5-6 working days.
Our standard delivery charge for International orders is $25. Please allow up to 5-7 working days for your order. Please note that this charge includes delivery only, therefore international customers will be responsible for import duties and local taxes.
If you or someone on your behalf is not able to sign for the delivery, the carrier will leave a card for you to arrange re-delivery at a suitable time.

Your Order

How will my order be packaged?

Each item is individually wrapped ensuring it arrives beautifully presented and meets our quality standards. You will also be given the option of adding a personalised gift message at the checkout.

Is my parcel insured?

All items are insured against theft and accidental damage whilst in transit from purekashmir.com to the shipping address. Once your items have been delivered to the specified delivery address, they are no longer covered by purekashmir.com.

If the outer packaging is damaged upon arrival, we recommend either refusing the delivery, or making a note when signing for the delivery that you are accepting a damaged parcel. Please then contact Customer Services to advise.

Do I need to sign for my order?

Yes, we require proof of delivery for all orders. We will not authorise a parcel be delivered without a signature.

How do I return or exchange an item?

If for any reason you are not completely satisfied with your online purchase and wish to return it for a full refund, please ensure that the goods are returned in perfect salable condition, in their original packaging, with invoice as proof of purchase within 14 days of receipt to:

Returns at Pure Kashmir, 53 Gousiya Mohalla, Umar Colony A, Lal Bazar, Srinagar 190016, Jammu and Kashmir, India.

We will issue a full refund to the card used when placing the order, excluding any delivery charges. Please allow up to 10-15 days for a full refund from the date we receive the goods. Please note: the cost of returning the goods and the safe return of goods is your responsibility until the order is received at our returns depot, We therefore suggest you return items using a recorded delivery service. 

 

How do I cancel my order?

If you wish to cancel an order placed at purekashmir.com please return the confirmation email to us, stating your wish to cancel the order by email: contact@purekashmir.com or phone our Customer Services team on +91 (0)92050 22 33 22. 

We are unable to cancel orders that have already been dispatched, and therefore request that you follow the return instructions included in the parcel.

How will I know if you have received my order?

After you place your order, you will be sent an email confirming that it has been received.

Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email. We will only charge you for items sent to you.

Our Services

Can we customize the shawls or stoles according to our requirement?

Your satisfaction is our utmost priority and since we design and create these pieces of art. We are able to customize according to you requirement. However, any customization must be properly discussed with our designers. Please contact Customer Services to advise.

Your Privacy

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will Pure Kashmir share this information with any third parties.

When you register at purekashmir.com we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and card expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Please note that purekashmir.com may use your contact details to inform you of the latest arrivals, services or promotions via email. If you would prefer not to receive these updates, please email: contact@purekashmir.com.