Terms, Policies & Privacy

Last updated: July 2026

We pride ourselves on our customer service. This page explains the terms that apply when you shop with Love Cashmere, use our Knitwear Repair & Re-Dress Service, or use our website.


Terms and Conditions of Sale

1. About us

Love Cashmere is a trading name of Shorts of Hawick Limited, a company registered in Scotland under company number SC184859.

Registered office and trading address:
Ladylaw Mill
Bath Street
Hawick
TD9 7DP
Scotland

Telephone: 0131 376 7153
Email: sales@lovecashmere.com
VAT registration number: GB553626829
Website: www.lovecashmere.com

In these terms, “Love Cashmere”, “we”, “us” and “our” mean Shorts of Hawick Limited. “You” and “your” mean the person placing an order or using the website. A “consumer” means an individual acting wholly or mainly outside their trade, business, craft or profession.

These terms are intended for consumer orders. If you are purchasing wholly or mainly for business purposes, please contact us because separate business terms may apply.

2. Scope and priority

These terms apply to products purchased from our website and to our Knitwear Repair & Re-Dress Service. Product descriptions, delivery information and any specific terms displayed on the relevant product or service page also form part of the contract.

If there is an inconsistency, any specific term expressly agreed with you in writing will take priority, followed by the relevant product or service page and then these terms.

Nothing in these terms affects your statutory consumer rights.

3. Ordering and formation of the contract

  1. By placing an order, you make an offer to buy the products or services in your basket under these terms.
  2. Our automated order confirmation acknowledges that we have received your order. It does not necessarily mean that we have accepted it.
  3. For products, we normally accept your order when we send a dispatch confirmation. For services, we normally accept your order when we confirm it or begin making arrangements to provide it.
  4. We may decline or cancel an order before acceptance, including because a product is unavailable, information or pricing is materially incorrect, we cannot authorise payment, we cannot deliver to the address supplied, or a garment is unsuitable for our repair service.
  5. If we decline an order after taking payment, we will refund the affected amount without undue delay to the original payment method.

You must check the order confirmation and tell us promptly if any product, quantity, delivery address or other detail is incorrect.

4. Products and descriptions

We take reasonable care to describe and photograph our products accurately. Colours can vary between screens, lighting conditions and dye lots. Natural fibres may also show minor variations in shade, texture, handle and appearance. These natural or screen-related variations are not necessarily defects.

Measurements are approximate unless expressly stated otherwise. Handmade, knitted and finished products may have small tolerances consistent with their materials and method of manufacture.

We may make minor changes that do not materially affect the product, including changes needed to comply with law or improve safety. We will not make a material substitution after accepting your order without your agreement.

5. Prices and payment

Prices shown to UK consumers include VAT where applicable. Delivery charges and any other applicable charges will be displayed before you place the order. Where a charge cannot reasonably be calculated in advance, we will explain how it will be calculated.

We take payment using the methods shown at checkout. Payment must be authorised before dispatch or before we begin a paid service, unless we agree otherwise in writing.

If an obvious pricing error occurs and the price could reasonably have been recognised as incorrect, we may reject or cancel the affected order and issue a refund.

6. Delivery of products

Available delivery methods, charges and estimated times are shown at checkout. Delivery dates are estimates unless we have expressly agreed a guaranteed or essential date.

We will deliver without undue delay and, unless another period is agreed, normally within 30 days after the contract is formed. Made-to-order products and services may have a longer period where this is clearly stated before ordering.

If we cannot meet an agreed delivery date, we will contact you. Your statutory rights regarding late or failed delivery remain unaffected, including any right to set a reasonable final deadline or cancel where delivery by a particular date was essential.

Delivery address and instructions

We will deliver to the address supplied with the order. You are responsible for ensuring that it is complete and accurate and for telling us about any change before dispatch. We are not responsible for loss caused solely by an inaccurate or incomplete address supplied by you.

If you authorise delivery to a nominated neighbour, safe place, reception, mailroom or other location, delivery to that person or place in accordance with your instruction will normally complete delivery. This does not apply where the carrier fails to follow the instruction or we otherwise fail to exercise reasonable care.

Failed delivery

If delivery cannot be completed because no one is available, the address is incorrect, or the parcel is not collected or rearranged, it may be returned to us. We may charge the reasonable cost of redelivery where the failed delivery was caused by circumstances within your control.

International orders

International customers are responsible for any import duties, taxes and customs charges imposed by the destination country unless checkout expressly states that these are included. Customs clearance may cause delays outside our reasonable control. You must comply with applicable import restrictions.

7. Risk and ownership of products

Products remain at our risk until they come into the physical possession of you or a person identified by you to receive them.

If you independently commission a carrier that we did not name or offer as a delivery option, risk passes when the products are delivered to that carrier, without affecting any rights you may have against the carrier.

Ownership of products passes to you when we have received payment in full and the products have been delivered, unless the law provides otherwise.

Returns, Cancellations and Faulty Products

8. Statutory right to cancel an online product order

If you are a consumer, you normally have the right to cancel an online order without giving a reason. The cancellation period ends 14 days after the day on which you, or a person nominated by you, physically receives the products.

For an order containing multiple products delivered separately, the period normally ends 14 days after the last product is received.

To cancel, send us a clear statement by email, contact form or post before the cancellation period expires. You may use the model cancellation form at the end of this page, but you do not have to.

Returning products after statutory cancellation

You must send the products back without undue delay and no later than 14 days after telling us that you are cancelling. Unless the product is faulty or we have agreed otherwise, you are responsible for the direct cost of returning it.

Please return products securely packaged to:

Love Cashmere Returns
Ladylaw Mill
Bath Street
Hawick
TD9 7DP
Scotland

Please include your order number and contact details. We strongly recommend a tracked service and that you retain evidence of posting.

Refund following statutory cancellation

We will refund the price paid and the cost of our least expensive standard outbound delivery option. If you selected a more expensive delivery method, we do not have to refund the additional upgrade cost.

We may withhold the refund until we receive the products or you provide evidence that they have been sent back, whichever occurs first. We will then refund you without undue delay and no later than 14 days after that date, using the original payment method unless you expressly agree otherwise.

You may inspect products as you would reasonably be able to in a shop. We may make a lawful deduction for any reduction in value caused by handling beyond what is necessary to establish the products’ nature, characteristics and functioning.

9. Exceptions to the statutory cancellation right

The statutory change-of-mind cancellation right does not apply, or may cease to apply, to certain products, including:

  • products made to your specifications or clearly personalised;
  • sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed, where the legal exception applies;
  • products that become inseparably mixed with other items after delivery; and
  • other products excluded by applicable consumer law.

A product is not treated as personalised merely because it was manufactured after you ordered if it was purchased from our normal standard options.

10. Our voluntary 30-day return policy

In addition to your statutory rights, we offer a voluntary return period of 30 days from receipt for eligible products.

To qualify under this voluntary policy after the statutory cancellation period has expired, products must be returned to us in their original, new, unworn, unwashed and resaleable condition, with tags attached where supplied. This voluntary policy does not apply to products made to your specifications or clearly personalised, gift cards, or products expressly marked as non-returnable, unless they are faulty.

Returns made solely under this voluntary policy are at your cost and risk until physically received by us. You should use an adequately insured and tracked service. If your chosen carrier loses or damages the parcel, you are responsible for claiming against that carrier.

Outbound delivery charges are not refunded under the voluntary policy unless we state otherwise. This does not affect the refund of standard outbound delivery required when you exercise your statutory cancellation right in time.

11. Faulty, damaged or misdescribed products

Products must be of satisfactory quality, fit for any purpose made known to us, and match their description. Your statutory remedies may include the short-term right to reject, repair or replacement, and, where applicable, a price reduction or final right to reject.

Please contact us as soon as reasonably possible if you believe a product is faulty, damaged or misdescribed. Prompt notice helps us investigate, but failure to contact us within a short period does not remove your statutory rights.

We may ask for photographs or other reasonable information before arranging a return. Where a product is confirmed as faulty or misdescribed, we will bear the reasonable return cost and provide the remedy required by law.

Damage caused by accident, misuse, failure to follow care instructions, normal wear, moths, improper storage, or an unauthorised alteration is not a manufacturing defect.

12. Exchanges

Please contact us if you would like an exchange. Exchanges are subject to availability. We may process an exchange as a return and a new order. Any price difference or additional delivery cost will be explained before the replacement is sent.

Knitwear Repair & Re-Dress Service Terms

13. Garments we accept

We accept suitable knitwear of any brand made from approved materials, including cashmere, cashmere blends, lambswool, Geelong, merino, alpaca and camel hair.

Unless agreed in writing before you send the garment, we cannot accept other compositions or garments containing sequins, beads, feathers, delicate hand embroidery or other trims that may be adversely affected by repair, washing or finishing. Cardigans with ordinary buttons are normally acceptable.

If you are unsure, contact us before sending the garment. Acceptance of an online booking does not guarantee that a garment will be suitable once physically inspected.

14. Your authority and description of the garment

You confirm that you own the garment or have the owner’s authority to instruct us. You must give us accurate information about its fibre composition, known damage, stains, alterations, previous repairs, treatments and any particular concern that could affect the work.

We may photograph the garment when it arrives and during the work to record its condition and the service performed. We will not use identifiable customer information or publish the photographs for marketing without an appropriate lawful basis or permission.

15. Inspection and acceptance

We will inspect the garment after it arrives. We may decline all or part of the work where:

  • the garment or material is unsuitable;
  • the requested outcome is not reasonably achievable;
  • work may cause disproportionate damage;
  • the garment presents a health, safety or contamination concern;
  • the condition differs materially from the information supplied; or
  • additional work or payment is required and cannot be agreed.

If we decline the service, we will explain the position and refund any charge for work not provided. Reasonable return-postage costs may still be payable where clearly disclosed and permitted by law.

16. Nature and limitations of repair work

We will perform the service with reasonable care and skill. Knitwear repair and refinishing involve professional judgement and work on used materials whose complete history and remaining strength may be unknown.

Unless we expressly agree otherwise in writing:

  • we do not guarantee that a repair will be invisible;
  • exact yarn, colour, texture, stitch, handle or pattern matching may not be possible;
  • repairs may remain visible when viewed closely or under certain lighting;
  • cleaning and finishing may reveal previously concealed damage, staining, weakness, colour variation, shrinkage or distortion;
  • areas weakened by wear, moth activity, age, chemicals or previous treatment may deteriorate despite reasonable care; and
  • the service cannot restore an older garment to a completely new condition.

These normal and disclosed limitations are not intended to exclude responsibility where we fail to exercise reasonable care and skill.

17. Additional work and buttons

We can replace missing buttons or, where matching is not possible, replace a complete set by agreement. Additional charges may apply.

If inspection reveals additional work that was not included in the original order, we will seek your approval before carrying out chargeable work. If you decline, we may complete only the original agreed work where reasonably possible or return the garment.

18. Turnaround times

Any completion date is an estimate unless expressly agreed as a guaranteed date. Timing can be affected by the garment’s condition, the availability of suitable yarns or trims, the need for approval, and seasonal workload. We will contact you if a material delay occurs.

19. Sending your garment to us

Unless we have expressly agreed in writing to arrange collection, you are responsible for arranging and paying for delivery of your garment to our workshop.

Package it securely and use a tracked service with compensation appropriate to its current market value. Your garment remains your responsibility until it has been physically received by us at:

Love Cashmere Repairs
Ladylaw Mill
Bath Street
Hawick
TD9 7DP
Scotland

Proof of posting does not by itself establish that the garment has been received by us. If it is lost or damaged before reaching our workshop, you must make any claim against the carrier you selected.

20. Return address for repaired garments

We will return the garment to the delivery address supplied with the repair order unless a different address has subsequently been confirmed by us in writing.

You are responsible for checking that the address is complete and accurate and notifying us of any change before dispatch. Where collection was originally selected and postal return is later requested, we may require written confirmation of the address, delivery service and applicable charge before dispatch.

We are not responsible for loss resulting solely from an inaccurate or incomplete address supplied by you or from delivery instructions authorised by you, such as delivery to a nominated neighbour or safe place. This does not apply where the loss was also caused by our failure to exercise reasonable care and skill.

21. Return delivery, declared value and compensation

We will return the garment using the delivery service selected when the repair order is placed or subsequently agreed with you. The tracking, signature and compensation limits applying to available services will be displayed when the service is selected.

You are responsible for choosing a service with compensation appropriate to the garment’s current market value and for telling us before dispatch if enhanced compensation is required. Carrier compensation is normally assessed by reference to actual current market value, taking account of age and condition, rather than the original retail price or the price of an equivalent new garment.

Where we arrange the return delivery, we will retain evidence of dispatch and, where appropriate, make or assist with a carrier claim if the parcel is lost or damaged. Tell us as soon as reasonably possible if it has not arrived or arrives damaged so that carrier investigation and claim deadlines can be met. Keep all packaging and provide any photographs or information reasonably required.

To the fullest extent permitted by law, where loss or damage occurs solely while the garment is in the carrier’s possession, and we correctly packaged and addressed it, used the service selected by you and exercised reasonable care and skill, our liability will not exceed the lower of:

  • the garment’s current market value immediately before the loss or damage; and
  • the maximum compensation available under the delivery service selected.

This limitation does not apply where loss or damage was caused by our negligence, our failure to exercise reasonable care and skill, fraud, or any liability that cannot lawfully be excluded or restricted. Nothing in this section affects your statutory rights.

22. Cancelling a repair-service order

If you order the service online as a consumer, you normally have 14 days from the day after the service contract is concluded to cancel it.

We will not begin repair work during that cancellation period unless you expressly ask us to do so. If you expressly request that work begins during the cancellation period and then cancel after work has started, you must pay a proportionate amount for work properly performed up to cancellation.

If the service is fully performed during the cancellation period following your express request and acknowledgment that the cancellation right will be lost on full performance, the statutory cancellation right ends when the service is fully performed.

Postage, collection or other separate services already supplied at your request may still be chargeable to the extent permitted by law.

23. Uncollected garments

If a garment is ready for collection or cannot be returned because you have not supplied instructions, paid an agreed balance, or provided a valid address, we will make reasonable efforts to contact you.

We may charge reasonable storage costs after giving you advance written notice. We will not sell, dispose of or otherwise deal with an uncollected garment except after further written notice and in accordance with applicable law.

24. Problems with the repair service

If you believe the service was not performed with reasonable care and skill or does not match what was agreed, contact us as soon as reasonably possible. Prompt notice helps us inspect the garment and investigate, but no short complaint deadline removes your statutory rights.

Where the law requires, remedies may include repeat performance within a reasonable time and without significant inconvenience, or an appropriate price reduction where repeat performance is impossible or cannot be provided within a reasonable time.

25. Our responsibility to consumers

We are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill. A loss is foreseeable if it was an obvious consequence or was contemplated by both parties when the contract was formed.

We are not responsible for losses caused solely by information or instructions supplied by you, your failure to take reasonable precautions, or events outside our reasonable control, except where the law provides otherwise.

We supply products and services for private use. If you use them for commercial purposes, we are not responsible under these consumer terms for business losses such as loss of profit, revenue, contracts, data, opportunity or goodwill.

Nothing in these terms excludes or restricts liability for:

  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation;
  • breach of statutory consumer rights;
  • failure to perform a consumer service with reasonable care and skill;
  • loss of or damage to customer property caused by our negligence; or
  • any other liability that cannot lawfully be excluded or restricted.

26. Events outside our reasonable control

We are not responsible for delay or failure caused by an event outside our reasonable control where we have taken reasonable steps to avoid or minimise its effect. We will contact you as soon as reasonably possible and take reasonable steps to reduce the delay.

If the event creates a substantial delay or prevents performance, either party may be entitled to cancel the affected part of the contract. We will refund amounts paid for products or services not supplied. This section does not remove statutory cancellation, refund or other consumer rights.

27. Complaints and dispute resolution

Please contact us first so that we can try to resolve any problem:

Email: sales@lovecashmere.com
Telephone: 0131 376 7153
Post: Love Cashmere, Ladylaw Mill, Bath Street, Hawick, TD9 7DP, Scotland

We will acknowledge and investigate complaints fairly. We are not currently committed to using a particular alternative dispute resolution provider. If a consumer dispute cannot be resolved through our internal process, we will provide any information about an approved ADR entity that the law requires us to provide and state whether we are willing or obliged to use it.

You retain the right to pursue a claim through the courts.

28. Changes to these terms

We may update these terms from time to time. Changes apply only to orders or contracts formed after the updated terms are published, unless a change is required by law or you expressly agree otherwise.

The terms applying to an order are those made available when the order was placed. We retain dated versions for our records.

29. Transfer, waiver and severability

We may transfer our rights and obligations under a contract only where this does not reduce your rights. You may transfer your rights where the law permits or with our written agreement, which will not be unreasonably withheld.

If we delay enforcing a right, that does not waive it. If any provision is found unlawful or unenforceable, the remaining provisions continue in effect.

No person other than you and us has a right to enforce the contract, except where applicable law provides otherwise.

30. Governing law and courts

These terms and any contract between you and us are governed by Scots law.

If you are a consumer resident elsewhere, you retain the benefit of any mandatory consumer protections provided by the law of the country in which you live. You may bring proceedings in any court that has jurisdiction under applicable law, including any court in which you are legally entitled to bring a consumer claim.

Privacy Notice

31. Who controls your information

Shorts of Hawick Limited, trading as Love Cashmere, is the controller of personal information described in this notice.

Privacy enquiries can be sent to:

Email: sales@lovecashmere.com
Post: Privacy Enquiries, Love Cashmere, Ladylaw Mill, Bath Street, Hawick, TD9 7DP, Scotland

32. Information we collect

Depending on how you interact with us, we may collect:

  • identity and contact details, including name, billing and delivery addresses, email and telephone number;
  • account details and preferences;
  • order, payment, refund and transaction information, although we do not normally receive complete payment-card details;
  • delivery, tracking and customs information;
  • communications, enquiries, reviews, complaints and customer-service records;
  • repair-service information, garment descriptions, declared values and condition photographs;
  • marketing preferences and responses;
  • technical information such as IP address, browser, device, cookie identifiers and website activity; and
  • information needed to prevent fraud, protect our systems or comply with law.

33. How and why we use information

We use personal information where necessary:

  • to perform a contract or take steps at your request: processing orders, taking payment, arranging delivery, providing repairs, handling returns and providing customer service;
  • to comply with legal obligations: maintaining tax and accounting records, responding to lawful requests, product safety, consumer-law compliance and protecting legal rights;
  • for our legitimate interests: operating and improving the business and website, maintaining security, preventing fraud, managing disputes, keeping appropriate service records and understanding business performance, where those interests are not overridden by your rights; and
  • with consent where required: certain marketing, advertising, analytics cookies and other optional uses explained when consent is requested.

34. Marketing

We may send electronic marketing where you have consented or where the law permits us to contact existing customers about similar products or services. You can unsubscribe at any time using the link in an email or by contacting us.

Withdrawing marketing consent does not affect service messages needed for an existing order, repair, account, safety notice or legal obligation.

35. Sharing information

We may share relevant information with trusted organisations that help us operate, including:

  • Shopify and ecommerce hosting providers;
  • payment processors, banks and fraud-prevention providers;
  • postal operators, couriers, customs agents and fulfilment providers;
  • IT, cloud storage, website, email and customer-support providers;
  • analytics, advertising and marketing providers where permitted and, where required, consented to;
  • professional advisers, insurers, auditors and debt-recovery providers;
  • regulators, courts, law-enforcement bodies and public authorities where required; and
  • a purchaser or successor in connection with a genuine business sale or reorganisation, subject to appropriate safeguards.

We do not sell personal information.

36. International transfers

Some service providers may process information outside the UK. Where required, we use a lawful transfer mechanism, such as UK adequacy regulations, the UK International Data Transfer Agreement or Addendum, or another safeguard recognised by UK data-protection law.

37. Retention

We retain information only as long as reasonably necessary for the purpose collected, including:

  • order, payment and accounting records: normally six years after the relevant financial period or longer where legally required;
  • customer-service, repair and dispute records: normally for up to six years after completion or resolution, depending on the nature of the matter;
  • account information: while the account remains active and for an appropriate period afterwards;
  • marketing information: until you unsubscribe or it is no longer needed, while retaining a minimal suppression record where necessary to respect your choice; and
  • cookie and technical information: for the periods identified through our Cookie Preferences tool or as reasonably required for security.

We may retain information longer where a claim, investigation, legal hold or statutory requirement applies.

38. Your data-protection rights

Depending on the circumstances, you may have rights to:

  • access your personal information;
  • correct inaccurate or incomplete information;
  • request deletion;
  • restrict processing;
  • object to processing based on legitimate interests or direct marketing;
  • receive certain information in a portable format;
  • withdraw consent at any time; and
  • complain to the Information Commissioner’s Office.

These rights are subject to legal conditions and exceptions. We may need to verify your identity before acting on a request.

Information Commissioner’s Office: ico.org.uk/make-a-complaint or 0303 123 1113.

39. Security

We use appropriate technical and organisational measures designed to protect personal information. No internet service is completely secure, but we review our safeguards and restrict access to people and providers who need the information for legitimate purposes.

40. Children

Our website is intended for adults and we do not knowingly collect personal information directly from children who are not legally able to enter into the relevant transaction. A parent or guardian should place an order on a child’s behalf.

41. What cookies are

Cookies and similar technologies store or access information on your device. They can make the website function, remember choices, measure use and support advertising.

42. Categories we may use

  • Strictly necessary: needed for functions such as security, checkout, payments, basket contents, network management and privacy choices. These do not normally require consent.
  • Functional: remember optional preferences and improve features.
  • Analytics: help us understand website use and performance.
  • Advertising and social media: measure campaigns, personalise advertising or enable third-party social features.

We ask for consent before using cookies or similar technologies that are not strictly necessary, where consent is required. You can accept or reject optional categories and change your choice at any time using the Cookie Preferences link in the website footer.

Our consent tool provides current information about the optional categories and providers in use. Your browser can also block or delete cookies, but blocking strictly necessary cookies may prevent parts of the website or checkout from working.

Third-party services may set their own cookies when enabled. Their use of information is governed by their own privacy notices as well as our arrangements with them.

Website Use and Intellectual Property

44. Permitted use

You may use the website for lawful personal and non-commercial purposes. You must not attempt to damage, overload, disrupt, gain unauthorised access to, scrape, reverse engineer or misuse the website, accounts, checkout or associated systems.

You are responsible for keeping account credentials confidential and should tell us promptly if you suspect unauthorised use.

45. Website availability and information

We try to keep the website accurate and available but do not guarantee uninterrupted or error-free access. We may suspend, withdraw or change website functionality for maintenance, security, legal or operational reasons.

General website content is provided for information and is not professional advice. Nothing in this section limits obligations relating to products or services purchased from us or any rights that cannot lawfully be limited.

46. Third-party links

The website may contain links to websites operated by others. A link does not necessarily mean that we endorse the third-party website. We are not responsible for third-party content or availability, although this does not affect responsibility for a service expressly sold by us.

47. Copyright and trade marks

Unless stated otherwise, the website and its content—including text, photographs, graphics, designs, logos, software and source material—are owned by or licensed to Shorts of Hawick Limited and are protected by intellectual-property law.

You may view, download or print content for personal, non-commercial use. You must not reproduce, modify, distribute, sell, license or commercially exploit it without prior written permission or another lawful basis.

Love Cashmere and its logos are trade marks or trading identifiers of Shorts of Hawick Limited. The Shorts of Hawick name and associated registered marks are the property of Shorts of Hawick Limited. Other trade marks belong to their respective owners.

Model Cancellation Form

Complete and return this form only if you wish to cancel a contract. You may instead send any other clear statement containing the same information.

To: Love Cashmere, Shorts of Hawick Limited, Ladylaw Mill, Bath Street, Hawick, TD9 7DP, Scotland
Email: sales@lovecashmere.com

I/We give notice that I/We cancel my/our contract for the sale of the following products or supply of the following service:

____________________________________________________________

Ordered on/received on:

____________________________________________________________

Order number:

____________________________________________________________

Name of customer:

____________________________________________________________

Address of customer:

____________________________________________________________

Signature of customer (only if submitted on paper):

____________________________________________________________

Date:

____________________________________________________________