Support
Frequently Asked Questions
Ordering, shipping, sizing, care, authenticity, the questions we actually get, answered without the runaround.
Buying for a business, boutique, or design house instead? See the trade & wholesale FAQ →
Pashmina, explained
What is pashmina?
Pashmina is the fine winter undercoat of the Changthangi goat, which lives above about 4,000 metres on the Changthang plateau in Ladakh. The fibre is combed out by hand each spring, then hand-spun and handwoven in Kashmir. The word comes from the Persian pashm, meaning wool.
Is pashmina the same as cashmere?
Pashmina is cashmere, at the finest end of the range. All cashmere is goat undercoat; pashmina is the Changthangi goat's, typically around 12 to 15.5 microns, hand-processed in Kashmir. Much commercial cashmere is coarser, from other breeds, and machine-spun. US and EU labelling law treats both as cashmere, which is why our labels read "Cashmere".
Why do your labels say "cashmere" and not "pashmina"?
Textile labelling law names fibres, not origins. The US Federal Trade Commission says a label may not read "100% Pashmina", because pashmina is not a separate fibre in the Wool Products Labeling Act; a pure piece must read "100% Cashmere". EU Regulation 1007/2011 works the same way. So our labels state the fibre, and the word pashmina tells you where and how the cloth was made.
What does "Kashmir Pashmina" mean legally?
Kashmir Pashmina is a registered Geographical Indication in India. The name covers pashmina that is hand-spun and handwoven in Kashmir to the registered method. Only registered Authorised Users may use the GI name and logo, and labelled pieces are tested before certification.
What is a GI Authorised User?
A producer registered with the Government of Jammu and Kashmir as entitled to use the Kashmir Pashmina GI. Our pieces come from Authorised User workshops. For any piece, we give you the registration number on request, so you can check it.
What does micron mean, and why does it matter?
A micron is one thousandth of a millimetre and measures fibre diameter. The finer the fibre, the softer and warmer for its weight the cloth. Human hair is around 50 to 70 microns; Changthangi pashmina is roughly 12 to 15.5.
Is pashmina the same as shahtoosh?
No. Shahtoosh comes from the chiru, a wild Tibetan antelope that must be killed for its fibre. Its trade is banned under CITES and under Indian and US law. We never source, stock or handle shahtoosh. Pashmina comes from domesticated goats combed while alive.
Is pashmina the same as a "pashmina-style" scarf?
No. "Pashmina-style" and "pashmina feel" usually describe viscose, acrylic or a blend. If a listing does not state fibre content in percentages, assume it is not pashmina.
Are the goats harmed?
No. The undercoat is combed out during the natural spring moult, once a year. The animal is not shorn or slaughtered for it. A lean year means less fibre from that goat, not a second combing.
Why is pashmina so expensive?
Because almost every step is done by hand. Combing gives very little fibre per goat; hand-spinning takes days per shawl; weaving takes weeks; embroidery can add hundreds of hours. Labour is most of the price. See How Much Should Real Pashmina Cost for the arithmetic.
What is the difference between sozni, tilla, ari and kani?
Sozni is fine needle embroidery worked from the back of the cloth. Tilla is metallic thread couched on the surface. Ari is chain stitch drawn with a hook from the front, bolder and faster. Kani is not embroidery at all: the pattern is woven into the cloth with small wooden spools called tojis.
How long does a kani shawl take?
A complex kani shawl takes one weaver many months; ours runs close to five. We carry one kani piece a season for that reason.
Why are pieces numbered?
Many pieces are woven in small runs from one combing season. "No. 14 of 40" means the fourteenth of forty pieces from that run. The number matches your certificate.
Authenticity & certificates
How do I know a Lucr piece is real pashmina?
Every product page states exact fibre content. Every piece ships with a numbered certificate matched to its lot, and we give the GI Authorised User and artisan registration details on request. You can also run the checks in our guide yourself.
What is on the certificate of authenticity?
The piece name and number, fibre content, technique, atelier, combing season and lot, and the registration references that let you check it independently.
Can I verify a certificate after I buy?
Yes. Send us the certificate number and we confirm it against our lot records. If you lose it, we reissue it from those records.
Does the ring test prove a shawl is pashmina?
No. A fine, plain-woven shawl often passes through a ring, but so do some fine synthetics, and heavy or embroidered pashmina fails. Treat it as a hint, not proof.
How does the burn test work?
Burn a single loose thread from the fringe, never the cloth. Animal fibre singes, smells like burnt hair and leaves soft ash. Synthetics melt into a hard bead and smell of plastic. It shows whether a thread is animal fibre, not whether it is pashmina.
Can a lab test my pashmina?
Yes. Accredited textile testing labs measure fibre diameter and identify fibre types by microscopy, which gives an independent report.
I bought "pashmina" elsewhere. Can you check it?
We can't certify another seller's piece, but our Pashmina Guide walks you through the checks, and we're glad to tell you what to look for in photos.
Is a Lucr piece ever sold on marketplaces?
No. We sell direct, on this site, and through named trade partners. A "Lucr" listing elsewhere is not ours; please tell us about it.
Ordering & payment
How do I place an order?
Add ready-to-ship shawls and stoles to your bag and send it as a purchase request. We confirm availability by email, usually within one business day, and send a secure payment link.
Why is there no instant checkout?
Every order is confirmed by a person before it is placed with the atelier, so we can check the exact piece, its number and your delivery date. Payment follows by secure link once you're happy.
What payment methods do you accept?
Major credit and debit cards and the usual regional methods offered on our payment provider's page. We never ask for card details by email, phone or chat.
In which currency am I charged?
US dollars. Other currencies on the site are approximate conversions for reference. Your bank or card sets the exchange rate it applies.
Is paying by link safe?
Yes. The link opens our payment provider's hosted page; card details never pass through this site or our inbox. Check the link comes from the same email thread as our order confirmation.
Can I change or cancel an order?
Before it ships, yes: reply to your confirmation email. Made-to-order pieces can be changed until production starts; after that, changes may affect timing and price.
Do you offer discounts or sales?
No. We don't mark down hand-made pieces. Our mailing list gets early access to new runs.
Do you offer payment in instalments?
Not yet. For bespoke commissions, payment is staged: a deposit to start, the balance before dispatch.
Will I receive an invoice?
Yes, with every order. Gift orders ship without a price inside; the invoice goes to you by email.
Shipping
Where do you ship?
Worldwide, with a tracked courier, from Kashmir.
How long does delivery take?
Ready-to-ship pieces leave within 2 business days and usually arrive in 7 to 12 business days. Made-to-order pieces ship when finished, per the time on each product page.
How much is shipping?
We quote shipping with your order confirmation, by destination and weight, before you pay.
How do I track my order?
You get a tracking link by email when the piece ships. Use the carrier's own site; we never send tracking by text-message link.
Do you ship to PO boxes?
Couriers need a street address and a phone number, so please give us both.
Can I send a piece straight to someone else?
Yes. Add their address at checkout and tick gift wrap. No price goes in the parcel.
What if my parcel is lost or marked delivered but missing?
Tell us within 7 days. We open a trace with the carrier and replace or refund once it's resolved.
Is my parcel covered until it arrives?
Yes. Until the courier delivers it, a lost or damaged parcel is our problem to solve, not yours.
Customs duties & taxes
Will I pay customs duty?
Possibly. International orders ship duties unpaid: your country's customs or the courier bills import duty and taxes on delivery. They are not part of our price or shipping.
United States: is there duty on small parcels?
Yes. Since 29 August 2025 the US no longer exempts parcels under $800, so duty applies whatever the value. The courier collects it, based on the declared value and country of origin, India.
United Kingdom: what will I pay?
Import VAT at 20% and any duty due, usually collected by the courier with a handling fee before delivery.
European Union: what will I pay?
Import VAT at your country's rate plus any customs duty, collected by the courier on delivery.
UAE and the Gulf: what will I pay?
Customs duty and VAT at local rates, collected by the courier. Rates vary by country.
India: is GST included?
For orders delivered in India, the price confirmed with your order includes applicable GST, shown on the invoice.
Do you mark parcels as gifts to avoid duty?
No. We declare the full value and correct description on every shipment. Under-declaring is illegal and can lose you the insurance.
Can I prepay duties?
Not yet. We're working on a prepaid-duty option so the total is known upfront.
Returns, exchanges & refunds
What is your return policy?
Ready-to-ship pieces can be returned within 14 days of delivery, unworn, unwashed, with tags and certificate. Made-to-order and bespoke pieces are final sale once production starts.
How do I start a return?
Email us your order number within 14 days of delivery. We confirm and send the return address.
Who pays return shipping?
You do for a change of mind. We do if the piece arrived damaged, faulty or wrong.
When will I get my refund?
Within 10 business days of the return reaching us and passing inspection, to your original payment method.
Are duties refunded on a return?
We refund the price we charged. Import duties are paid to your customs authority; some countries let you reclaim them on export, and we'll give you the paperwork.
Can I exchange for another colour?
Yes, for ready-to-ship pieces, subject to availability. We send the new piece once the first one reaches us.
What if the piece is damaged on arrival?
Tell us within 7 days with photos of the piece and packaging. We replace, repair or refund at no cost to you.
Sizing & made-to-order
Are shawls and stoles one size?
Yes. Each style is woven to one size, listed on its product page, and worn draped.
What is the difference between a shawl and a stole?
Size. Our shawls are about 200 × 100 cm, warm enough as a wrap or throw. Stoles are about 180 × 70 cm, light enough for every day.
How does made-to-order sizing work?
Dresses and suits come in XS to XL, cut individually to your confirmed size. See the Size & Fit Guide.
Can I have a piece made to my measurements?
Yes, through Bespoke Commissions, or on request for any made-to-order piece.
I'm between sizes. Which should I choose?
Size down for a closer fit, up for ease. Send us your measurements and we'll tell you which.
Do you make menswear?
Yes: shirts, kurtas, a waistcoat and the Harwan Bandhgala Jacket are cut in S to XXL, shawls, stoles and throws work for anyone, and anything else can be commissioned.
Virtual try-on
How does the virtual try-on work?
Open Try It On on any product page. On a camera-enabled browser it tracks your shoulders live, and the piece hangs from them and moves as you move. You can also add a photo instead.
Is my camera feed or photo uploaded?
No. Everything runs on your device. Nothing from the camera or your photo is sent to us or anyone else.
Why can't I use my camera?
Your browser must allow camera access for this site. Some embedded previews block cameras entirely; the photo option works everywhere.
How accurate is it?
It shows colour, scale and how the cloth falls on you. It is not a fitted 3D scan, and screens show colours slightly brighter than dyed cloth.
Can I save the image?
Yes. Use Save image to keep a copy, for example to ask a friend.
Gifting
Do you gift wrap?
Yes, on request, with no price or invoice inside.
Can I add a handwritten note?
Yes. Write it in the bag or on the product page; we write it by hand on a card.
Which piece makes the safest gift?
A stole in a neutral colour: one size, light, worn every day. The Almond Blossom and Winter Vale are popular choices.
Can the recipient exchange a gift?
Yes, within 14 days of delivery for ready-to-ship pieces, without you being told the price.
Do you do corporate gifts?
Yes, through For Designers & Brands: volume, personalised cards and branded packaging on request.
Bespoke commissions
What can I commission?
Bridal veils, dupattas and shawls; editorial and exhibition pieces; heirloom pieces carrying a family motif, initials or a date.
How much does a commission cost?
It depends on size, technique and embroidery density. You get a written quote after the design call. Budget bands on the request form help us scope.
How long does a commission take?
From a few weeks for a plain piece to many months, sometimes longer, for full embroidery. We plan back from your date and tell you plainly if it can't be met.
Is there a deposit?
Yes, set at the design call and adjusted once the design is confirmed. It becomes non-refundable once your fibre and the artisans' time are committed.
Can I see samples before committing?
Yes. We send physical swatches of fibre, colour and embroidery so you choose from real cloth.
Care & repair
How do I wash pashmina?
Dry clean, or hand wash cold with a wool or cashmere detergent. Press water out between towels, reshape and dry flat in the shade.
Can I machine wash or tumble dry it?
No. Either will felt or distort it, and it can't be undone.
How often should I wash it?
Rarely. Air it between wears instead. Wash only when it is actually soiled.
How do I store it?
Folded, in a breathable cotton bag, with cedar or lavender against moths. Never in plastic, never hung for long.
Is shedding normal?
A little, in the first few wears, then it settles. Heavy shedding or pilling after that is worth telling us about.
How do I remove pilling?
With a cashmere comb, gently. Never a razor or fabric shaver.
How do I get rid of a crease?
Hang it in a steamy bathroom, or steam lightly from a distance. Never iron directly; if you must, use a cool iron through a cotton cloth.
Do you repair pieces?
Yes, for any Lucr piece, whatever its age: snags, fringe, worn patches and loosened embroidery, through the atelier that made it where possible.
What about moths?
Store clean, folded, with cedar or lavender, and air pieces regularly. Moths go for worn, stored cloth in the dark.
Sourcing & ethics
Who makes Lucr pieces?
Registered artisans in three Kashmir ateliers that work as GI Authorised User workshops. Registration details for any piece are available on request.
How are artisans paid?
By the hours and skill a piece takes, at a rate agreed with each atelier before work starts, never cut for speed. Sampling and development work is paid too.
Do you use natural dyes?
For most of our own range, yes: madder, indigo, walnut husk, marigold and saffron, fixed with alum. Exact colour-matched trade yardage uses acid dyes, since natural lots can't repeat exactly.
Is child or forced labour ever involved?
No. We work only with workshops that can account for who does the work and on what terms.
Privacy & security
What do you do with my details?
We use them to answer you and fulfil your order. They go to a private sheet and inbox our team uses, our payment provider and the courier. We never sell them.
Do you use tracking cookies?
No. The site remembers language, currency and your bag in your browser only.
How do I ask you to delete my data?
Write to us. We acknowledge within 48 hours and act within 30 days.
I got a message about my order asking for payment. Is it real?
Check before you click. We only send payment links in the same email thread as your order confirmation, never by text message, and never ask for card details by email or phone.
About Lucr
Where is Lucr based?
In Kashmir, India, where every piece is spun, woven and finished.
Is Lucr legit? I hadn't heard of you.
Fair question. We name the atelier behind each piece, give registration details on request, state exact fibre content, and ship every piece with a numbered certificate. See About and Sourcing & Ethics.
Do you have a shop I can visit?
Not at the moment. We sell direct through this site and through named trade partners.
How do I contact you?
Through the Contact page. A person replies within one business day.