Questions you may want to ask about our policies and product care

Q: What if the product is not suitable or does not fit?

A: Our returns policy is 14 days from you receiving so please return for a full refund as long as you have not worn it and it is in the same condition as it was when you received it.

 

Q: Do you do exchanges?

A: If you love the product but want a different size or colour, please email or call us and we will reserve the product you need and on receipt of your return, we will send you the exchange.

 

Q: How do I return my product?

A: Please return via post office or courier but please use a registered service so you know where it is on its journey back to us.

 

Q: Do you do next day delivery?

A: If you are in a hurry for your product we can arrange next day delivery so the waiting time is less (UK only).

 

Q: Do you deliver outside the UK?

A: For now, our exclusive product is available in the UK and US only.

 

Q: Do you run any special discounts or voucher codes?

A: The product is exclusive and so we will not be running any discounting, ensuring the value to our customer.

 

Q: How do I wash cashmere?

A: To keep the product special, you need to cherish it and that includes when you wash it.  Please handwash in suitable wool detergent and dry flat followed by a gentle steam or iron (if needed).  See it as an extension of self-care for your very much loved cashmere product.

 

Questions that you may want to ask about the Company and the product

 

Q: Where did the name Teacup and Tova come from?

A: The company name comes from two rescue cats that Brenda has adopted.  So sorry to Kevin and Coffee who didn’t make it into the company name.  We promise to name a collection after you when we have menswear.

 

Q: Who are the Co-Founders?

A: Brenda Readman-Bell and Carole Bookless.  Both previous company directors and now sharing our cumulative 60+ years career experience to bring a product that is sustainable, traceable and supports UK Manufacturing.  All the things we are passionate about, alongside our children and rescue pets.

 

Q: Where are you based?

A: We are based in County Durham, North East England

 

Q: Why are the goats not in the UK

A: The climate is not suitable for them in the UK and we want them to stay in their happy and safe place

Q: How many goats supply the fibre for one product?

A: Three goats (approx.) supply the fibre for one product

 

Q: Why not manufacture overseas to keep the cost down?

A: We support UK manufacturing as the best in the world for quality knitting and finishing.  We want to see the skills from generations handed down to fulfilling careers and keep the expertise alive, to support this, we use UK manufacturing.

 

Q: Your product is expensive

A: The product is classical and timeless and you will get the benefit from it for years to come (as long as you look after it properly).  We believe in buying less and cherishing what you have, its better for the environment, less wardrobe space needed and quality exceeds quantity.  Buying multiple (in overall it will cost the same) is not good for the planet and we would like you to spend your time doing happy kind things.