Delivery & Ordering
What are the delivery times?
Standard delivery generally takes 2 to 3 business days in mainland France. Delivery times may vary depending on the destination.
What delivery methods are available?
We offer home or collection point delivery with signature required via Colissimo. Orders in Europe can be made via Colissimo or DHL.
Is delivery free?
Delivery is free for all orders over €300.
Can I change or cancel my order?
Once your order has been validated, it is no longer possible to modify or cancel it because it is processed automatically.
You can contact our customer service at the following address: contact@koon-cachemire.com
How do I correct a mistake in my delivery address?
Once your order has been validated, it is no longer possible to modify the delivery address, modify the items, or cancel it.
You can contact our customer service at the following address: contact@koon-cachemire.com
How do I track the delivery of my order?
As soon as your order is shipped, a confirmation email will be sent to you, containing the tracking number of your package.
What should I do if my package seems lost?
If your package tracking has not changed within 72 hours, please do not hesitate to contact our customer service by email: contact@koon-cachemire.com or by telephone: 06 09 08 67 22
What happens if I am absent at the time of delivery?
All our shipments are made against signature.
If you are absent, a calling card will be left, telling you where to collect your package: either at the post office or at the relay point closest to your home.
Which country do you deliver to?
We deliver our products worldwide.
Returns & Exchanges
What is your return policy?
You have 30 days from receipt of your order to make a return or exchange.
What condition must items be in to be returned?
Returned items must be unused, unworn, and with their original tags intact.
Are return shipping costs free?
Return costs are the responsibility of the customer.
What is the return procedure?
You can reuse the original packaging and drop off your package directly at the post office, to be sent to the following address:
KOON
2 Rue Mabillon
75006 PARIS
How long will it take to receive my refund?
You will be refunded within 48 hours of receiving your package.
Cashmere Care
How to care for a cashmere garment?
You can hand wash your cashmere in cold water with a special wool detergent, without soaking it. To wring out the excess water, use a terry towel and let it dry flat.
Machine wash on the wool cycle (20°C max), inside out in a washing bag. Spin at 500 rpm max.
Air dry flat on a towel to maintain softness and shape.
Origin & Ethics
Are your products made of 100% cashmere?
Our creations are made from 100% cashmere, carefully selected for their quality, softness and durability.
Where do your products come from?
Our creations are designed in Paris and made in Inner Mongolia.
Some pieces are hand-knitted in Nepal and hand-dyed.
Do you have any quality or ethics certifications?
Our pieces are Oeko-Tex 100 certified – to guarantee the absence of harmful substances and Good Cashmere Standard , a label attesting to respect for animal welfare, the environment, and the living conditions of breeders.
Payment & Security
What payment methods do you accept?
We accept payments via Credit Card (VISA, MASTERCARD, AMERICAN EXPRESS…), PayPal, and Apple Pay & Alma payment 3X.
Is payment secure?
In accordance with the European PSD2 directive, your credit card payments are secured thanks to 3D Secure authentication. All transactions are protected by SSL encryption to ensure the security of your banking information. You can therefore make your purchases with complete confidence.
Do you offer payment in installments?
You can pay for your order in 3 installments free of charge via Alma.
Get in touch
Do you have questions about your order or a general inquiry?
