FAQ

General enquiries

My orders are small – will they be treated as a low priority?

We pride ourselves on treating all of our clients the same, whether they are a small independent boutique or an international fashion house. All of the machinery and processes in our factory are set up to cater for small order quantities so clients can rest assured that small orders will be handled with the same level of professional and technical care as larger orders.

Why are your prices high?

Our factory is designed to produce high quality garments. We use an excellent standard of raw material (100% pure cashmere, 34-36mm fiber length) in a skilled and stringent production process that involves 16 checkpoints from the knitting stage to the packaging stage. This rigorous attention to detail means that you can be entirely confident in the luxurious level of our finished products. All of our cashmere products come with a lifetime purity guarantee and we offer a 100% refund on any products found to be less than pure cashmere. We are confident that our prices reflect our quality so, when comparing prices with other manufacturers, we strongly recommend that you compare the quality and purity of their cashmere with ours. For more information on what to look for in good quality cashmere, visit our Quality Secrets section


The factory

Where is the factory located?

The Tricot factory is located in the industrial town called Biratnagar in south east Nepal, less than 2km from the Indian border town of Jogbani. Biratnagar has great transport links with Kathmandu, with over 12 flights a day operating between the 2 cities.

How old is your factory?

The factory was built in 2001 and has grown over time, along with the company.

What is the capacity?

We can produce 20,000 units per month across all gauges.

What products can you make?

We produce high quality knitwear such as pullovers, cardigans, ponchos, dresses, tunics, scarves, hats/caps, gloves etc using cashmere, cashmere blends, merino wool, lamb’s wool, cotton, silk, linen and other mixed blends.

What gauges do you have?

We have machines with gauges from 3-gauge to 18-gauge.

How do you control your quality?

Our products go through 16 checkpoints monitored by a dedicated team of quality control experts. Our instructions on standards are simple, nothing leaves our factory unless we are certain the product is perfect and conforms to the highest standards of quality.

Do you have social compliance?

We take care of our workforce, providing good working conditions, high wages and complying with all local labour laws. We are happy to say that it is company policy not to employ anyone under the age of 18.

Do you allow external audits?

Yes. We warmly welcome our clients or prospective clients and their representatives to visit our factory for an audit.

Can I visit the factory?

If possible, we always advise our clients to head out to Nepal to visit our factory. This gives them an understanding of how our factory works and allows them to judge its capabilities at firsthand.


Technical questions

What is the meaning of gauge/GG?

Put simply, it is the number of needles-per-inch on the knitting machines. In effect, the higher the gauge is, smaller needles will be used and thinner the final garment will be.

I have a pullover from Scotland that says 21 gauge but it’s the same as your 12 gauge. Why?

Originally the needles on a knitting machine came in a block of lead that was 1.5 inches long, not individually as they do these days. The gauge on these old machines was defined as the number of needles per block, i.e per 1.5 inches. So, a 21gg on the older machines would produce a 14gg on our machines, which in turn is very similar to a 12gg garment.

Why do we have so many gauges?

Having different gauges allows us to create garments of varying thickness and weight. The finest (thinnest) gauge we produce is 18gg and this product is suited for summer or inner wear. The heaviest gauge we make is 3gg, which produces a heavy, chunky fabric specifically for winter wear.

What is the meaning of yarn count?

Yarn count describes the thickness of the yarn. There are different ways in which this can be calculated and, for our cashmere, we follow the woolen system – Nm. The count of the yarn is found by measuring the distance (in Km) of 1kg of yarn. Obviously, the higher the number of kilometers, the finer the yarn will be.

What does it mean when you say the yarn count is 1/26Nm and what is the difference between 1/26Nm and 2/26Nm?

1kg of yarn count 1/26Nm would measure 26km in length. The number before the slash represents the number of threads twisted together (1 in this case). So 1/26Nm would mean a single thread of 26Nm yarn. Similarly 2/26Nm would mean two threads of 26Nm yarn twisted together to form one yarn. This means 2/26Nm is twice as thick and twice as heavy as 1/26Nm. A 2/26Nm can also be referred to as a 2-ply or a double 26Nm yarn. For the purpose of knitting, it is always better to use yarns that are 2 ply or more. One-ply yarns are mainly suited to weaving.

What is the difference between 26Nm and 48Nm?

48Nm yarn would be finer than 26Nm yarn as 1kg of 48Nm yarn would be 48km in length, while 1kg of 26Nm yarn would be 26km in length.

Why is the stitching of cashmere different from other garments?

Cashmere is an expensive product so the garment must be flawless. Knitted products are prone to puckering, especially at the stitch joints, so to avoid this, our expert stitching team takes a lot of care and attention in making sure your product is perfect. This care is combined with our use of a precision stitching machine, ensuring the perfect end product.

Are your dyes azo-free and eco-friendly?

All dyes and chemicals used by our supply partners and us are azo-free and comply with all international standards. Also, both our supply partners and us regularly conduct tests to ensure that we continue to meet those standards.

Do you use any special chemical in the finishing process?

We use a light washing detergent and softeners to ensure our products are clean and free from impurities such as dust and other foreign particles. We use either silicon or non-silicon based softeners depending on the needs of our clients and we are the only company in Nepal to offer such a range of options at this level.

Do you offer silicon-free softeners?

Yes we do. Ask us and we will make sure your products are silicon-free.

Are they eco-friendly? Will they cause itching or irritation?

All of the chemicals that we use are eco-friendly. Since we started in 2001, we have never had any complaints of itching, irritations or allergic reactions to any of our products.

Can you supply the washing/softening chemical in small packages for retail sale?

We have stock available in our own branding but for customised branding our minimum order is 20,000 packets. Please contact us about customisation.

Will the touch of the product change after I wash the garment?

If the garment is washed properly, the hand feel will improve. If you care for your cashmere, the touch of the garment will get better over time. Please follow the wash care instructions for best results.

Will the shape of the garment change over time?

Our garments will never lose their shape unless they are really manhandled. Even then, a simple wash will get it back into shape. Please follow the wash care recommendations to best results.

I dropped something on my cashmere. How can I remove the stain?

If you stain your cashmere it is best to take it to a reputable dry cleaner that will know how best to deal with your garment. Do not try to use domestic stain removal products, they can be very strong and may damage the fabric.

I noticed a hole in my cashmere. Can I fix it?

If a hole develops in your cashmere, don’t worry. This can be fixed but requires a bit of expertise. We normally encourage our clients to either look for someone who can do it closer to you or learn this art. It takes not more than 1 day to learn it and we would be happy to help. For more details, please get in touch with us.


Our samples

Can you make up samples?

Yes. Just let us know what you are looking for and we will have a sample made up and sent over to you. Sampling charges will apply.

Why do you charge for samples?

Cashmere is very expensive and sending out lots of samples would be costly. We have over 1000 requests a year for samples. If we sent a free sample to everyone then our unit price would have to increase dramatically.

Will sample charges be refunded if I place an order?

Yes, we do offer to refund part of your sample charge on orders of over 50 pieces per style.

How can I order samples?

Please visit the stock service or made-to-order sections of the site and if you like any of our products then you can request a sample from there. If you want something more specific then please get in touch with product details including specifications and images.

Can I order the sample in a specific colour?

We have many colours in stock at our factory. You can pick any one of those colours for the cheapest and quickest options. Besides this, we offer other colours that are available with our spinners in China, Italy and Scotland. Do keep in mind that this will increase the cost and timelines considerably.

How much time does it take to make samples?

It normally takes 2-3 days to make a sample. However, this can increase if you have ordered more than one style or it is a busy time of year. Please always check with us directly for sample lead times.

What if I don’t like the samples or they are not what I expected?

We are always very careful when making samples and try to get them as close to your specifications as we can. Sometimes, if we don’t have enough information, the sample might not be exactly what you expect. We always like to send a picture of the product to the client for approval before we send out the physical sample. This way we can make any corrections to the garment whilst it is in the factory, avoiding costly delivery charges.


Ordering

What are your minimums?

For stock service we don’t have any minimums. For made to order we are fully flexible when it comes to minimums. We advise ordering at least 25 pieces per style but we are happy to discuss smaller runs as well. This is valid if you choose colours available at the factory or with our spinners. For your own colours the minimums can be higher depending on number of styles and colours you pick.

Why are your minimums higher for my own colours?

Some manufacturers can do much smaller lots in your own colours but they will be either yarn dyed or garment dyed, neither of which are good ways to achieve the desired colours. Also, you cannot pick a mélange colour in this process. Please have a look at the dyeing process under Quality Secrets for an in-depth understanding.

Can you add labels for my brand? Can you source them?

Absolutely. We can source the main label, the hangtags and the packaging, all to be customised to your brand. To ensure timely delivery we request you to advice this in advance and allow enough time to procure these items. Please write to us for more details.

How can I place an order?

You can choose to order through our online stock service or made-to-order option. Alternatively, you can send us all the details by email.

What are your delivery times?

Anything from 2 weeks to 12 weeks. This depends on your order quantity, yarn availability and time of placing order.

What if you don’t deliver?

This has never happened, but in case the goods don’t comply with our high standards and we don’t have enough time to remake them, we will refund any amounts paid against them.

What if you deliver late?

We try very hard to ensure that we deliver a fantastic product at the promised delivery times. Sometimes, things don’t go as planned and we encounter unforeseen circumstances which could cause delays. Our system is designed to anticipate such delays and take the necessary action to solve any problems. However, where a delay has become inevitable we will, of course, inform you of this. You will then have the power to either proceed with the order despite the delay, or to cancel it.

What if you deliver defective products?

Our exacting standards mean that this would be an extremely rare occurrence. In the event of it happening, our concern would always be for our client and we would ensure that any losses are covered.

Can I inspect the goods before you ship?

Certainly. You can visit the factory to check the goods or we can send you random samples from the prepared shipment for your approval.

Can I cancel my order?

If we have not already ordered yarn on your account or not begun the manufacturing process, we would be happy to consider your request.


Duty free

Will your goods qualify for GSP/duty free import into my country?

EU, Canada, Japan, Australia and New Zealand are some of the territories that offer duty free import for goods made in Nepal. For more information, it’s best to check with your local customs authorities.

How much can I save as a result of this?

The duty saved on our products can range from 12% up to 20%. Again, it is better to check with your local customs authorities for exact figures.


Cashmere

What is the difference between cashmere and pashmina?

Please have a look at our Cashmere Facts section. Click here.

What quality of cashmere do you offer?

Our clients can choose from two different qualities of Cashmere. The first one is 34-36mm in length and below 15.9 micron and the second one is 36mm+ in length and below 15.9 micron. Both are great qualities with low pilling and great hand feel. All our stock service is made with 36mm+. For Made to Order, you can choose either of the two qualities. For fine gauge products (14gg upwards), all our Cashmere is 38mm+ in length and below 15.9 micron. We DO NOT manufacture qualities lower than the ones stated above but if you are looking for something even better, we would be happy to help.

Do you offer A-grade cashmere?

Many sellers claim to sell A-grade cashmere. Unfortunately though, cashmere is not defined by grades. Its quality is defined by the combination of a few factors such as fibre length, fibre diameter, purity, the colour of the raw fibre and more. Please have a look at our Quality Secrets section to get a better idea of how cashmere quality is assessed.

What purity of cashmere do you offer? Is the purity guaranteed?

We offer 100% pure cashmere. We have a 100% refund guarantee if our cashmere is not found to be pure as per international standards.

Do you have any test reports?

Of course, please contact us and we will send them.

What is the pilling grade on your cashmere?

Our standard 12gg cashmeres will be better than 3 and will sometimes even be 4. This greatly depends on the knit structure and the softness level required.

Can I test the products before you ship them to me?

Certainly. You are paying for it and we fully respect your right to have our product tested, before or after you pay for it. No matter when you test them, we always stand behind our product.

Why don’t you offer lower qualities of Cashmere?

In our opinion anything below 34mm would be a substandard product and our principles don’t allow us to manufacture and supply anything that is not up to the mark. We understand every quality has a market, but we choose to stay away from mass produced qualities.

Delivery & Shipping

What delivery options do you offer?

Ex factory, FOB (free on board), CNF (cost and freight), CIF (cost, insurance and freight) and door-to-door delivery are all available.

Can you deliver goods to my store/warehouse?

Absolutely. Just let us know where you want it and we will ensure that it is delivered.

What if the shipment goes missing?

Although very rare, these unfortunate instances are covered by insurance. We always encourage our clients to take insurance locally. However incase of CIF of door-to-door delivery terms, we will ensure all money paid against the goods are refunded by the insurance company in quick time.

What if the freight/courier company delays the shipment?

We try very hard to ensure that all shipments reach our clients on time and so do our shipping partners. However, sometimes due to unforeseen circumstances the shipment could be delayed by a couple of days.

Can I pay for shipment in my country after I receive the goods?

This is normally possible but does require approval from our shippers. You are always welcome to choose your own shipper and discuss payment terms with them.


Payment

What are your payment terms?

We ask for 30% in advance and the balance when the goods are ready. For larger orders we can accept a letter of credit. Payment terms also depend on order value. For stock service we require 100% payment before we deliver. For orders below 10,000 USD we advice clients to send money in one transaction to reduce banking costs.

Can I pay after I receive the goods?

If you choose to pay through a letter of credit then this is possible. Other than this, Nepalese laws designed to avoid money laundering and capital flight don’t allow us to ship goods without payment. The penal costs of making shipments and not receiving payments are too high so we request that all of our clients pay before we ship their order. However, with the letter of credit we can ship goods without any pre-payments.

Do you accept payments online?

Not Yet. The monetary norms in Nepal don’t allow us to accept online payments yet. We are hoping that this will be allowed soon.

Are there any hidden costs?

All costs associated with the order will be clearly mentioned on the Pro Forma invoice and you will have complete clarity before you effect any payment. There will be NO additional costs. However when we are quoting tentative prices based on information shared on initial contact, it normally includes the cost of the ready garment, basic wash care label, basic polybag & packing. It will also include costs of any basic accessories such as buttons and zips unless stated otherwise in our offer. We normally quote FOB prices initially so freight or other logistics cost outside of Nepal won’t be a part unless specifically asked for. It will also not include any cost relating to main label, customised wash care and customised polybag. Banking charges outside of Nepal do not form part of our price and will be added when we issue a Pro Forma Invoice as this is a normal practice in International Trade.

Why does your invoice have banking charges, should this not be included in the unit cost of the product?

All charges relating to our local bank are included in the cost of our goods. The banking charges on our invoice are fixed amounts charged by intermediary banks and NOT by our local bank. It is very difficult to distribute this cost on the cost of the goods, as we are not sure what quantities will be ordered. Therefore we keep them separate. This has become standard practice in International Trade.

Why can’t you include all your costs in your offer price?

It is often not possible to get exact costs of certain components without understanding the exact requirements. Costs of items like main label, customised wash care & polybag, logistics etc largely depend on order quantities and difficult to anticipate initially. However once we have all the information including exact order quantity and customisations required, we can quote you a firm price that includes everything.


Stocks

Do you have much in stock?

Yes, plenty. Please have a look at our Stock Service section.

What if I don’t like what you have in stock?

No problem, please have a look at our Made to Order. If you still don’t like anything then please send us a picture of your design details and we will be happy to make a sample for you.

Do you have more colours?

Please click here to see all of the colours that we have in stock. Picking from the colours that we have in stock will result in the fastest delivery time. Besides this, you can pick colours from many of our stock service suppliers. Click here to see them all.

Can I pick my own colour?

Of course. You will need to order at least 50kg in each colour to have the same quality level as you would expect from us. Some manufacturers can produce much smaller lots in your own colours but they will be either yarn dyed or garment dyed, neither of which are high standard ways of achieving the desired colours. Also, you cannot pick a mélange colour in this process.