Frequently asked questions
You have questions about your order, products or
Sustainability criteria? Here we give you the most important ones
Basically yes. Please send us the item you would like to exchange, if possible in the original package, together with the returns form that you received with the package. Please inform us immediately by email ( firstname.lastname@example.org ) or by phone at 0160-97761317 which new item it is. Once the returned item has been received, the new item will be sent. TASHAY covers the shipping costs.
We send our packages as DHL standard shipping through our shipping partner DHL Paket GmbH. Our experience shows that the package is usually delivered within 3-5 days. If you would like express shipping, please let us know.
Within Germany, TASHAY bears the shipping costs.
For all other countries within Europe, the following shipping costs currently apply: see table in the “Shipping” section at the bottom of the footer.
You can return the ordered goods at any time within the fourteen-day cancellation period without giving reasons. Nevertheless, we are happy to find out what reasons there are for the return, as we want to constantly improve.
Yes, the customer bears the postage for defect-free returns. To avoid damage, we ask that you return the items in the original packaging if possible.
Most products are produced in small batches. This often means that popular products can sell out quickly. It is up to the respective manufacturer whether and to what extent reproduction is carried out.
The sensation on the skin of products made from natural fibers varies from person to person. We recommend that you try on the product, even if this involves the risk of a possible return. We don't want you to be unhappy with the product. These are natural products, we always ask you to take this into account.
Yes, there are some products made from llama wool that can initially shed hair. However, this is also a sign of quality as it is a 100% natural product. However, our experience also shows that this only happens at the beginning and goes away after a while. A care tip is to initially put the product in the freezer for 2-3 hours.
For our woven items made from Lama wool that have been dyed with elements of nature (e.g. woods, seeds, plants and herbs), some factors can influence the dyeing power of the fibers. In order to achieve the desired variety and depth of color, several dyeing sessions are sometimes necessary. Even if the color recipes are given, the results can vary depending on the dyer, the region and even the season, humidity and intensity of the sun during drying. In addition, weather and soil conditions and the time of harvest can change the coloring power of the plant extracts.
There are neither imperfections nor mistakes. All our products are handmade, using natural materials and artisan techniques that make each product unique. Therefore, we cannot assure you that it will be the same size and image as the one in the photo. However, we make every effort to present our products as they really are.
It's better to air it out more than to wash it. Our products made from natural fibers are naturally dirt-repellent and self-cleaning to a certain extent. Simply leave this product outside in the fresh air overnight. This allows the fibers to regain their natural moisture.
Since each product has specific care instructions, we recommend that you look at the product page for exactly the right care instructions and tips. The specific care instructions may also be attached to the garment label.
We use the most valuable natural fibers in the world: alpaca and llama fibers, merino wool, silk and cotton.
The positive characteristics of these noble natural materials as well as the use of natural colors and natural dyes from the region such as woods, seeds, plants and herbs as the basis of our collection not only means giving our products added value, but also increases the quality of our products by last even longer and are particularly skin-friendly.
Yes, we are committed to fair working conditions and fair pay for people. Some of our products are Fair Trade certified. We have been working with other suppliers for a long time and guarantee fair payment.
We are proud to have worked with great weavers since our beginning and value the personal relationship with each and every one of them.
We adhere to FAIR TRADE STANDARDS and join cooperatives that look after the interests of their weavers by, among other things, setting prices, promoting gender equality and decent work.
By purchasing our products, you help ensure that hundreds of families involved in this process can live from their hands without having to emigrate to find work and feel the pride of keeping their traditions alive.
Our llamas and alpacas are kept in a species-appropriate manner in the wild. This has been the animals' natural habitat for many generations. The freedom of animals is part of the culture in these Andean regions.
Generally, shearing is done manually using special scissors, although there are still places in South America where more primitive elements are used for shearing. The animals are only sheared by specialists in their area who enable these traditional techniques. Shearing typically takes about 2 minutes per animal and animals are typically sheared every two years. The llamas, for example, are cared for by small families and farmers. In contrast to mechanical shearing, the animal is sheared gently, also because the hair does not remain too short and would otherwise no longer provide sufficient protection for the animal against temperature fluctuations, precipitation, etc. at this altitude in the Andes. In this way we ensure the animal's welfare.
Another example is our merino wool, which comes from Patagonia on the Valdés Peninsula. Ranchers there are committed to coexistence between sheep farming for wool production and healthy wild animal populations. This means that responsible standards are set that take into account the sustainable use of grasslands in coexistence with native herbivores. Certified Wildlife Friendly™ wool from Patagonia is fully traceable and processed according to responsible standards and certified protocols.
Yes. In the wild, cold and uninhabited region of Patagonia, herds of Merino sheep graze freely and undisturbed and have a healthy and natural diet. Finally, they are sheared regularly (between October and November) and better wool is obtained when they reach adulthood.
As a result, they are regarded for their fiber, which is considered to be one of the finest and noblest in the world. Out of love for animals, our merino wool is mulesing-free wool.
Our mission is to promote sustainable production in small businesses and small producers in the Andes, from Peru to southern Argentina. In this way, we support thousands of families and businesses and promote fair trade in a sustainable way. Every TASHAY product has a positive social impact on the lives of many artisans and producers in the Andes with continuous creation and protection of local jobs, while at the same time paying attention to the quality of each garment and to the environment.
Yes. All of our orders are shipped CO₂-neutrally (Go Green).
We send our cardboard packages with a real lavender sachet. The product is lovingly wrapped with tissue paper.
Is your request not listed here?
Didn't find your request in our FAQs? Please feel free to contact us using the contact form.