Shipping and Returns
Policies and procedures
Sunrise Pashmina's Guarantee: Absolute satisfaction or your money back!*
*(Well... maybe you'd better read the small print.)
Virtually all Sunrise goods originate in Kathmandu, Nepal, and are shipped directly to the customer for whom they are made. Unless the customer requests another service, we use DHL, which takes about four days to any destination in the world. Like other private carriers, DHL sometimes passes off deliveries to national postal services or other couriers if the destination is not regularly served by DHL itself.
We charge a flat rate of $14.50 per order for shipping from Kathmandu to any single address. (For orders with multiple destinations, that fee is assessed for each address.)
Orders can be tracked on the DHL Web site
Sunrise Pashmina cannot be responsible for customs duty, V.A.T., or any other tax assessed on your order by the destination country. Fewer than 0.06% of our shipments have been held up for customs, generally (but not always!) pending payment of extremely small fees. Please let us know if you have special instructions that you wish us to follow in order to minimize the risk of customs scrutiny as the package enters your country.
Sunrise Pashmina wants you to be absolutely satisfied with your purchase. If by some horrible misfortune you are not, please contact us before returning your purchase. And above all, do not return anything to Kathmandu -- the customs duty on these goods as they enter Nepal is more than the retail value of the items! Instead, we will give you directions for returning your purchase to our New York office. If you are located in the United States, send your order to us, insured, in one of those free Priority Mail boxes you get at the post office OR some other box so as not to crease or crumple the merchandise, to:
511 W. Green St.
Ithaca, NY USA
We will pay for the return costs IF we have somehow screwed up. If you have changed your mind about the color or some other aspect of the purchase, you will have to cover the cost of return shipping. If you do not insure the merchandise and it is lost, the loss is yours. We do apologize for these unpleasant details, but they are necessary in order to keep prices down; as we have learned from sad experience, there there are a significant number of shoppers who would otherwise order multiple pieces, and then return all but the one they like best. (It got to be pretty expensive for us.)
When you send your order back to us, be sure to include your name and order number. And do let us know that your return order is on the way.
MORE on our Guarantee and on Returns
(cribbed from our FAQ page)
So what's the small print on your guarantee?
Okay, here's the thing: We know our products are tops, and we want you to be happy. Ordering over the Internet is always a bit dicey, so we try to assume most of the risk for ourselves. If you aren't happy with your piece, we will exchange it or refund the purchase price, including shipping costs from us to you, but not return shipping costs. No re-stocking fees. No quibbles. No whining.
However, we are basically guaranteeing the wrap itself, not the other imponderables that may influence your happiness in connection with it. Here are some examples of what our guarantee doesn't cover:
You get the point: the guarantee covers the possibility that the product might not be what you had it mind, or that it was somehow defective.
How long is the guarantee good for? Well, we'd like to say "for life," but we really do not want to hear about tangled fringes twenty years from now. Let's just say three months from date of receipt -- unless you can make a very good case why that period should not apply in your case.
And what am I supposed to do if I'm not "absolutely satisfied"?
First, contact us about the problem. You can return your purchase for refund or exchange. If you do want to return something, send it to us at
Even if your order was shipped from Kathmandu, please don't return it to Nepal. Carefully pack it up so it doesn't get wrinkled, and send it to us by first class mail. And insure it: if something happens and it gets lost or damaged en route to us, we can't cover that cost.
International returns should be sent as small-parcels without letters. Do not send it by courier or Express Mail. On the Customs slip, just write "Merchandise Sample" and for value please write "NCV" (no commercial value); otherwise we'll have to pay import duty on it again, and it may get hung up at a customs office somewhere.