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Upon receipt of your return, for an exchange for the same item, we process it and dispatch the exchange within a maximum of 3 days. Please then allow for the delivery time, which is 48 to 72 hours with Colissimo for France. The delivery address will be the same as the one provided on your original order, unless you specify a different address when submitting your exchange request.

If you are making a return and would like to exchange your item for a more expensive one, we recommend enclosing a cheque for the difference in value with your parcel. Otherwise, we will contact you by telephone or email once we have received your return, and you will be able to settle the balance either by credit card over the phone, by bank transfer, or via a payment link.

If you do not receive an order confirmation by email, we invite you to check your spam folder. If you still have not received anything, please do not hesitate to contact our customer service team either by email or by telephone.

If you are paying by card, we invite you to check its expiry date, the online payment terms and the authorised limit for this type of purchase.

If you are still unable to complete your payment, we invite you to contact our customer service team either by email or by telephone (you will find the contact details in the contact section of our website).

The difference lies in the thickness of the jumper. Made with 4 plies, it will be twice as thick as a jumper made with 2 plies. Made with 8 plies, it will be twice as thick as a jumper made with 4 plies, and so on.

That said, two jumpers made with 2 plies can differ in thickness — one of them may be "gauge-reduced".

What is a gauge-reduced knit?
The "gauge reduction" technique produces an open, intentionally looser stitch.
Why? It gives the jumper a contemporary, modern look, and enhances the softness of the cashmere.
How? The yarn (whatever its composition) is knitted using intentionally larger needles.
The result? A lighter jumper, both in weight and in price.

The question one should really ask is this: what can I expect if I buy a jumper for €80? For €250? For €600?

At €80 > 2-ply jumper, light, airy (= defleeced), often close-fitting, may feel very soft, but not naturally so (thanks to chemical treatments) — a jumper that can pill quickly and sometimes deteriorate rapidly. At this price, blends are very common; we strongly encourage you to check the composition labels carefully. At Mahogany, we use only 100% pure fibres.

At €250 > A denser, 2-ply jumper that will stand the test of time, soft, which may pill slightly but can easily be remedied with proper care — the more it is washed, the more beautiful it becomes and the longer it will last.

At €600 > A generally high-quality, soft jumper, whose significant cost is either due to an exceptional characteristic (for example: an extremely fine fibre) or to the brand's image.

It is difficult to tell at first glance whether a jumper is of good quality, as quality is based on three main criteria:

- The fineness of the yarn (the finer it is, the softer it feels)

- The length of the fibre (the longer it is, the less it pills)

- The whiteness of the yarn (the whiter it is, the better the colour can be set)

The criteria to consider when purchasing a cashmere jumper in a boutique or online are:

- Who is selling it? A generalist retailer or a specialist?

- Its composition: 100% cashmere or a blend? (Check the composition label)

- Its weight / density: is the jumper lightweight? If so, has it been defleeced? To check, see whether it is transparent or not — if yes, it contains less material and is therefore less expensive

- Its provenance 

Do not hesitate to contact our customer service team or the sales assistants if you are in a boutique regarding these criteria (if you do not receive a clear answer, it is likely not a specialist retailer).

Common misconception no. 1: Softness is not a guarantee of quality! Indeed, your jumper may feel smooth to the touch, but after two or three washes, the cashmere will become increasingly fluffy and your jumper will be all the more beautiful for it. 

Common misconception no. 2: Pilling is not necessarily a sign of poor quality. Pilling occurs as a result of friction; it is therefore important to remove pills promptly using a specialist comb, and to do so two or three times if it recurs, so that the pilling disappears for good. Find all our care advice in the care section on our website.

Since our jumpers are made in Nepal, one might initially assume they would be less expensive than elsewhere. In fact, the opposite is true.

In Nepal, all our jumpers are crafted by hand and finished by highly skilled artisans capable of making the jumper you have requested in a size and colour that may not be in stock. This level of quality and flexibility comes at a cost, and we pay at least 50% more for all our jumpers than for any quality equivalent you will find on the French market, including from well-known brands.

Indeed, all our competitors have their jumpers manufactured in China, generally in Inner Mongolia, by industrial producers who work exclusively in very large quantities, with an approach very different from our own.

The appropriate comparison is with Italian jumpers, which are produced in much the same way as ours: small workshops, piece-by-piece craftsmanship, and hand-finishing.

It is also worth noting that the price of raw materials is already high and can fluctuate from year to year. Depending on temperatures and climatic conditions, harvests may vary considerably from one year to the next.

We invite you to send us a photograph of the item by email to the customer service address.

If the defect is confirmed, we will send you a prepaid return label so that we may exchange it where possible.

We are constantly on the lookout for imperfections, though it is an ongoing challenge.

At Mahogany, we strive to make your shopping experience as smooth as possible by helping you find the perfect size for each garment. Our detailed size guide and the measurement charts on each product page provide precise measurements for key aspects such as back length, sleeve length, and chest width, allowing easy comparison with jumpers you already own.

Furthermore, our team of stylists writes comprehensive product descriptions, including details such as composition, ply count, manufacturing method, and styling advice, to help you make an informed choice.

This approach aims not only to enrich your shopping experience but also to minimise returns, thereby contributing to reducing our carbon footprint. At Mahogany, we are committed to protecting the environment by reducing CO2 emissions and pollution, making your purchase as responsible as it is elegant.

Finally, our customer service team is on hand to help you choose your product — please do not hesitate to contact us with any questions.

The Mahogany collection is made up as follows: timeless styles that have been part of our range for several years, and new arrivals — models produced in limited quantities, which are sometimes in limited stock and not restocked, or sometimes available to order on request.

It is true that these end-of-line pieces cannot be ordered in the same way as our timeless pieces.
The fact is that we discontinue production of sale items, which is why you may have the impression that they can no longer be ordered.

However — and we are the only brand in France to offer this — we are able to produce virtually any item on our website individually, even those that are supposed to have been discontinued, provided we still have the yarn available in the desired colour.

To order an item that appears to no longer be available on our website, please contact us directly and we will be able to put it into production for you. Naturally, it will not be available at a sale price and we will not be able to accept returns.

Primarily the number of threads (its thickness).

The way it is knitted (standard or offset).

The type of yarn used (standard, premium, cloud).

Its uniqueness. For example, reversible cardigans. The reversible model is quite an exceptional piece: a reversible 100% cashmere cardigan, crafted from two cardigans sewn together. It is a rare and difficult creation to make, which explains the price.

Since our jumpers are made in Nepal, one might initially think they should cost less than anywhere else.

In fact, quite the opposite is true.

In Nepal, all our jumpers are crafted by hand and finished by highly skilled artisans, capable of making the jumper you requested in a size and colour that may not be in stock. This quality and flexibility come at a cost, and we pay at least 50% more for all our jumpers than all the quality equivalents you will find on the French market, including from well-known brands.

Indeed, all our peers have their products manufactured in China, generally in Inner Mongolia, by industrial manufacturers who work only in very large quantities, with a very different approach from ours.

We should be compared to Italian jumpers, which for the most part work as we do: small workshops, piece-by-piece production, and hand-finishing.

It is also worth knowing that the price of raw materials is already high and can fluctuate from year to year. Depending on temperatures and climate, harvests can vary significantly from one year to the next.

Our "affordable" jumpers are made from yarn of the same quality as the rest of the collection. They are less expensive than our other pieces because they are produced in large batches once a year, in a limited range of sizes and colours, which allows us to purchase them at a lower price than the others — which are available in a wider range of sizes and colours and can be made to order, individually, if they are no longer in stock. As cashmere is a rather seasonal material, this approach also allows our supplier to provide work for all of their artisans throughout the year, even during quieter periods (in spring, for instance).

Please note: affordable jumpers tend to run slightly smaller than our other styles. If you are unsure between two sizes, we recommend sizing up.

The premium collection is crafted from an exceptional cashmere that meets the standards of 2 or 3 globally renowned brands.

A fibre of 13 to 14 microns, taken from the first combing of young goats, yielding the finest fibre in the world. By comparison, a high-quality cashmere — such as the one primarily used on our website — measures 15.5 microns. A more standard cashmere sits at around 16.5 to 17 microns. The finer the cashmere, the softer the garment. These young goats, which are exclusively combed rather than shorn, produce only 30 grams per animal, compared with 100 to 200 grams for an adult cashmere goat. Only a few tens of tonnes of this quality are available each year worldwide. This fibre also has an average length of 36 mm, a characteristic shared by our other cashmeres. This optimal length reduces the appearance of pilling. The colour quality of the premium fibre is described as "extra white". Only the whitest fibres are selected, ensuring that colours are rendered in the purest possible way without the use of bleaching agents that could alter the qualities of the fibre. The manufacturing process meets our usual standards, which are already of the highest level: hand-knitted, hand-finished collar, individual quality control.

Comparable quality jumpers sold in boutiques are priced at around 800 to 900 euros.

If you have not received your parcel even though it is shown as "delivered as expected" by the carrier, please first contact the carrier's customer service to file a claim for the following reason: "delivery dispute". 

Please also contact our customer service team; we will be able to file this claim on the sender's side as well.

We are aware that during periods of high activity, such as Christmas, deliveries may take longer to arrive. Unfortunately, this is entirely beyond our control, and we do our best to contact the carriers when an issue arises. For this reason, as the festive season approaches, if the item you have in mind is no longer in stock, do not hesitate to order it by early November at the latest to ensure you receive it in time for Christmas.

Over the many years we have been working with carriers — and changing them — it has proven difficult to achieve 100% of deliveries on time and in perfect condition, regardless of the shipping method (standard or express).

Please be assured that our teams are highly responsive and that we make every effort to maintain this consistency: as soon as you place your order, it is prepared and handed over to the carrier on the same day or the following day at the latest by our dispatch team.

If you are a French resident purchasing an item to be shipped to a country outside the EEA, such as Switzerland, or if you are simply a Swiss resident, you will be charged for the item on our website excluding tax — meaning you will not pay French VAT (set at 20%). In order to ship to Switzerland, we are required to complete a number of export forms, which are collected by Swiss customs upon the parcel's entry into the country, as required by Swiss legislation. For example, Swiss customs will charge the recipient the VAT of the importing country, as well as generally an import duty. These procedures are unavoidable and we are unable to circumvent them or charge such fees in advance through our website. We cannot opt out of them, particularly in Switzerland, where customs are very well organised. If you or your recipient is a Swiss resident, they are likely already familiar with this requirement, as Switzerland is a country that imports a great deal. To avoid any unpleasant surprises, we invite you to consult information online regarding the customs formalities applicable to the country to which you wish to have your order delivered.

You can reach us by phone or email using the details on the contact (depending on the country).

If you have not received a payment confirmation by email, we invite you to check your spam folder. If you have received nothing, please contact our customer service team by email or by telephone.

If you have not received a security code from your bank, and have not received an order confirmation email from us, this means the payment has failed. We invite you to try again, or to contact us directly by phone or email.

If your payment failed when placing your order, we invite you to try again in the first instance, and to use a different card if possible as a second step. Should the issue persist, we are able to process your order by telephone. If the problem continues, we recommend contacting your bank.

You can find your invoice in your customer account on the Mahogany Cashmere website by logging in with your credentials and navigating to "my account" then "my orders".

If you discover a moth hole in your favourite cashmere jumper, please do not worry — we offer a lifetime repair service at cost price. We invite you to get in touch with our customer service team by email or telephone in the first instance. This will allow us to determine whether the damage is repairable and to advise you of the repair cost. You may then simply send your item to us by post. Please allow approximately two months from receipt of your parcel by our team for your item to be returned to you as good as new.