“I own N. Peal cashmere pullovers from previous years of the same weight, and I have noticed a remarkable deterioration in quality. The amount of pilling exceeds what would normally be expected, suggesting a decline in the fiber length and overall quality of the cashmere used. I have to remove the fabric pills after every wear, which was not the case with my older pullovers.”
“I was expecting to receive my £325 very expensive cashmere jumper to come with a nicely packaged box and a bag to store the jumper. I have been a very long standing customer of N Peal so left disappointed.”
Dear Faisal,
Thank you for your review and I am sorry to hear you were left disapointed with the way your order was packaged.
I can see it has been some time since you last ordered online with us and since then, we have introduced an Eco-Packaging option, which does not include a gift box this is becuase we have received lost of feedback from customers that a gift box is not required with every order and reduces the amount of cardboard we are using. We do also still offer the gift wrap option which includes a classic N.Peal box. I can see at checkout it appears the eco option was selected for your order, please accept my apologies for the confusion.
If you were planning on storing the garment in one of our lovely N.Peal gift boxes, please let me know and I will happily organise this for you.
Many thanks
Ben
Customer Service Manager.
Dear Jacek,
Thank you for your review and apologies, I can see you have received duplicated emails regarding leaving a review with us, we will ensure this does not happen again.
If you need anything at all, please feel free to get in touch and have a lovely day.
Many thanks
Ben
Customer Service Manager
“I was really bummed to find out that products are made in china/mongolia. For the price they should definitely be made in Europe of Mongolian cashmere.
Also the opacity surrounding the garments origin was not appealing. I had to google and rely on 3rd party sites to figure out where the sweaters were actually produced. There was no info on the product page or tag, maybe intentionally? This all felt kind of dishonest.”
Thank you for your feedback. I’m sorry to hear that the garment didn’t meet your expectations.
We are completely transparent about the sourcing of our cashmere, which comes from Inner Mongolia, and you can read more about this on our website here: https://www.npeal.com/pages/our-cashmere. Our focus is on providing the highest quality cashmere while ensuring ethical and sustainable sourcing.
We never intend to mislead our customers, and we always strive to provide clear and accurate information about our products. Your thoughts are valuable to us, and we appreciate your input. If there’s anything we can assist you with, please don’t hesitate to reach out.
“still waiting for my order that was purchased december 9th. it is stuck in NY customs and there has been no follow up. I'm not sure why it is with the animal and wildlife section of customs. I've ordered a hat before from N. Peal and it arrived timely without issues.”
Hi Ms Donovan, thank you for taking the time to leave your feedback and I am very sorry for the delay in receiving your order. Sadly on occasion customs will hold our orders for additional checks and this is something we have very little control over I am afraid. I can however now see your shipment has been delivered, and I do hope you enjoy your order!
“I love your company. You provided me with the most beautiful, warm cashmere sweaters for a trip to Rome last Christmas. It was freezing and the sweaters kept me toasty warm. Thank you for that.
Your customer service is extraordinary and I will order from you again!”
Hi Christine,
Wow, thank you for your glowing comments! I am delighted to hear despite the low star rating you have had such a positive experience with our sweaters, and I will be sure to pass your feedback to our designers.
Hannah
Customer Experience Advisor
Thank you for your kind words and I am sorry to see only 2 stars from you on this occassion.
If we do anything at all to help improve your recent experience, please feel free to get in touch with me at ben@npeal.com
Many thanks
Ben
Customer Service Manager
“I didn’t want to keep it as the colour is not the same as in the original photo(it’s cream, not white) and the quality of the cashmere is quite poor as it resembles wool rather then the silky, buttery texture of quality cashmere. Since the postcode of the return address wasn’t valid in the DHL app and I was traveling, I didn’t have enough time to email support and get the correct postcode, so I kept it. I’ll try and condition it to make it softer but I wouldn’t say it’s worth the money and effort.
The packaging however, simple and beautiful.”
