If your order has not yet been processed, we will do our best to accommodate changes or cancellations. Please contact us as quickly as possible at Support@cilvella.com.

Changes such as colour or size can often still be made even after the order is confirmed. Cancellations depend on whether the order has already entered processing — once dispatched, we are unable to cancel it.

Orders are typically processed within 1 business day. Once your order has been dispatched, you will receive a shipping confirmation with tracking information.

Yes — you will receive an order confirmation by email immediately after your purchase. Once your order has been dispatched, you will receive a second email with your tracking details.

If you have not received a confirmation email, please check your spam folder or contact us at Support@cilvella.com.

Absolutely. If you would like to send an order directly to the recipient, simply enter their address as the delivery address at checkout. For any special requests, feel free to reach out to us directly.

We offer free shipping on all orders — no minimum spend, no exceptions. The shipping cost is always included in the price you see.

Orders are processed within 1 business day. After dispatch, delivery typically takes 3–7 business days depending on your location. This applies to both EU and non-EU destinations.

Yes, we ship worldwide. Delivery times and carriers vary by country, but the estimated timeframe of 3–7 business days after dispatch applies broadly to both EU and international destinations.

The carrier depends on your country of delivery. We work with reliable local and international carriers to ensure your order arrives safely. You will receive tracking information once your order has been dispatched.

We accept returns within 30 days of delivery. Items must be returned in new, unworn condition with all original tags attached. We are unable to accept returns on items that have been worn or washed.

To initiate a return, please contact us at Support@cilvella.com with your order number and the reason for the return. We will guide you through the next steps.

Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be held responsible for returns that are lost in transit.

Yes, exchanges are possible within the 30-day return window, provided the item is unworn and in original condition. Please contact us at Support@cilvella.com to arrange an exchange and we will assist you from there.

For merino wool, we recommend hand washing as the safest option. If using a machine, use the wool cycle at a maximum of 30°C and no more than 600 rpm spin speed. Always use a wool-specific detergent.

For cashmere, hand wash only in cool water (max 30°C) with a gentle cashmere detergent. Never wring — press gently and lay flat to dry.

For full care instructions, visit our Care Guide.

Shrinkage is almost always caused by washing above 30°C or using a spin speed above 600 rpm — even on a wool cycle. If your garment has shrunk, there is a chance you can partially restore it.

Soak it for 30 minutes in lukewarm water with a small amount of hair conditioner. Gently press out the water — never wring — then carefully stretch it back into shape while still wet and lay it flat to dry.

Yes — pilling is completely normal in natural wool and cashmere, especially during the first few wears. It is a sign of natural fibres, not poor quality. Use a fabric comb or cashmere brush to gently remove the pills and the garment will look as good as new.

Much less often than you might think. Wool naturally resists odour and bacteria. After each wear, simply air the garment outside for a few hours. Most people wash their wool pieces 3–5 times per season — over-washing weakens the fibres over time.