Getting it to you, and back to us

Shipping

Free on U.S. orders over $150, and clear flat rates the rest of the time — no surprise carrier math at checkout.

• Expedited orders placed before 12:00 pm ET on a weekday ship the same day.
• Alaska and Hawaii ship USPS Priority Mail, and still count toward free shipping.
• We ship by UPS and USPS. Tracking arrives by email the moment your order is on its way.

Canada

Flat CAD $15, free over CAD $225. Canadian orders arrive Delivery Duties Paid — duties and taxes are handled at checkout, with nothing more to pay on delivery.

International

We ship worldwide Delivery Duties Paid. Shipping, duties, and taxes are calculated at checkout, so your order arrives with nothing further owed. Duties and taxes collected at checkout are not refundable.

Returns & exchanges

Changed your mind, or need a different size? You have 21 days from delivery to start a refund, exchange, or store credit — 30 days if you added Checkout+.

• United States — refund, exchange, or store credit. Prepaid label provided in the portal.
• Canada — refund or store credit within 30 days. Ship back with your own tracked, insured carrier; labels aren’t provided and exchanges aren’t available. On the customs declaration, mark it as returned U.S.-origin merchandise, or the package may be delayed at the border.
• International — self-ship with tracking and insurance.
• Holiday window — orders placed between November 15 and December 10 have until January 6.

Every return starts in the Returns Portal. Returns sent outside it are refused and returned to sender.

Checkout+

An optional $2.98 add-on at checkout, U.S. orders only. It waives the $14.50 restocking fee on refunds, extends every window to 30 days, adds a second free exchange label, and includes package protection. It’s non-refundable once your order ships.

Either way, store credit is always free, and your first exchange is on us.

How exchanges work

How to start a return

1. Open the Returns Portal and enter your order number with the email, phone, or ZIP used at checkout.
2. Choose what you’d like — a refund, an exchange, or store credit. (In Canada: refund or store credit.)
3. Follow the prompts and print your prepaid label where one is provided.

What we can accept

Pieces should come back unworn, unwashed, and as you received them — tags on, storage bag included, and free of makeup, scent, or pet hair. Pack them in protective packaging, and keep your tracking until everything reaches us; the piece is your responsibility until the carrier shows it delivered to our warehouse.

We reserve the right to refuse a return that doesn’t meet these conditions, or in cases of excessive return activity.

Reduced items

Pieces carrying a Reduced badge on the product page are eligible for exchange or store credit — not a refund, with or without Checkout+. The standard window still applies.

Only the badge determines this. An item’s price or discount does not, and sale-priced pieces without the badge follow the standard policy.

Reduced is not the same as Final Sale: Reduced pieces can be exchanged or credited, Final Sale pieces can’t come back at all. If something is ever marked both, Final Sale applies.

Final Sale

Final Sale pieces can’t be returned, exchanged, or credited. That covers anything marked Final Sale on the product page, the entire Clearance collection, gift cards, and custom orders once the final sample is approved — including custom dyeing and garments with imagery or logos.

Regular sale items follow the standard policy. Only pieces specifically marked Final Sale are excluded. Final Sale status appears on the product page, not at checkout.

Fees & deductions

• Refund restocking fee — $14.50 per refund return, waived with Checkout+ (U.S. orders only). If you create separate refund labels from the same order, the fee applies to each.
• Partial-return shipping adjustment — if your order shipped free by reaching $150 and a partial return brings the kept portion below it, the $10 standard shipping is deducted from your refund.
• Paid shipping — 2-Day Air, Next Day Air, and any other paid method are not refundable.
• Exception expedites — if we expedite a replacement as a one-time courtesy and it later comes back, that shipping cost is deducted.
• DDP duties and taxes — not refundable. If a DDP shipment is refused and returned, carrier return and brokerage costs are deducted from the refund.

Refund timing

Refunds are usually processed within 10 business days of your return reaching our warehouse — we clean and inspect every piece before it’s restocked. We’ll email you the moment yours is done. Refunds go back to the original payment method; store credit is issued as a digital gift card or an account credit.

Damaged or incorrect

If anything arrives damaged or not what you ordered, tell us within 7 days of delivery and we’ll make it right. We’re unable to accept these claims after 7 days.

Pre-orders

• Pre-orders are charged in full at checkout.
• The estimated ship window shows on the product page, and we update it as we get news from the mill — it always reflects the current estimate.
• Cancel any time before your piece ships for a full refund. Email clientcare@puracashmere.com with your order number.
• Full pre-order terms live in our Return & Refund Policy.

General terms

This policy is offered by Windus LLC dba Pura Cashmere. We may update or modify it at any time; the version in effect at the time of your purchase governs your order. It is governed by the laws of the State of Ohio, without regard to its conflict-of-laws principles. If any provision is found unenforceable, the remaining provisions remain in full effect. This policy does not limit any non-waivable rights you may have under applicable law. The complete terms are in our Return & Refund Policy.