Frequently asked questions
We would appreciate it if you could refer to this information before contacting us.
Where will my order be shipped from?
The products are shipped directly from Buuvee's headquarters in Mongolia to our Japanese distributor. After inspection, the products are delivered to customers using a delivery company in Japan. The Japanese distributor will handle customs and other procedures, so you do not need to take any import procedures.
How long will it take to deliver after I place my order?
If the item is in stock in Japan, it will be shipped within 2 business days. If it is not in stock, we will order it from our headquarters in Mongolia, so it may take approximately 1 to 2 weeks for delivery.
Can I purchase without registering as a member?
Due to the system specifications, membership registration is required. The email address you entered when placing your first order will be your login ID from your next order onwards.
When you enter your email address on the member page login screen and submit, you will receive a different login code each time, so please enter the code provided. No password is required.
Can I change or cancel my order after it has been confirmed?
We will only be able to accept cancellations if we receive your request within 12 hours of placing your order. Please contact customer support as soon as possible.
If the product is faulty, can I return it?
If an initial defect is confirmed, we will accept returns or exchanges if you contact us within 7 days of receiving the product.
Can I exchange it if the size doesn't fit?
Size exchanges are only available if the item is unused, has tags attached, and is in stock. However, please note that the shipping costs for the exchange will be borne by the customer.
Can I wash cashmere products at home?
Yes, but it is a delicate product so please take care of it gently by following the steps below.
- Dissolve a neutral detergent (such as detergent for delicates) in lukewarm water below 30°C .
- Wash your cashmere items folded by pressing them. Avoid rubbing them.
- Rinse 2-3 times with clean water.
- Wash in the washing machine's "spin cycle (within 1 minute)" or wrap in a towel to absorb moisture .
- Spread it out on a flat surface, shape it, and dry it in the shade (do not use a hanger).
Can I wash it in the washing machine?
This may be possible if you put the laundry in a laundry net and use a delicate setting such as the dry or hand wash cycle .
However, we do not recommend this.
We cannot guarantee against any defects that may occur, such as breakage, shrinkage, or color transfer.
Please proceed at your own risk.
Can I use fabric softener or bleach?
You can use fabric softener, but please use it sparingly and do not use too much. Never use bleach.
Can I iron it?
It is fine to steam the garment lightly at a low temperature with a pressing cloth on the reverse side. Avoid high temperatures, as this may cause shrinkage.
What to do if hairballs form?
Due to the nature of natural fibers, some pilling may occur. Pulling the fabric too hard may cause damage. Use a lint brush or a special electric remover to gently remove the pilling.
For inquiries by email, please contact us using the form below.
Depending on the content, it may take some time for us to respond.
Please be aware of this in advance.
