Shipping & Return Policy

Shipping

We ship Monday–Friday. Most orders are fulfilled within 24–48 hours on business days. Orders placed before 12:00 PM ET may ship the same day (not guaranteed). Delivery timelines begin once the carrier scans your package.

U.S. Shipping Methods

Standard: UPS SurePost® or UPS Ground®
Expedited: 2-Day Air and Next Day Air (select at checkout)
Alaska & Hawaii: USPS Priority Mail
PO Boxes & APO/FPO: Yes (services may be limited to USPS)
Not offered: FedEx

Time-sensitive deliveries: We do not recommend USPS Priority Mail for urgent timelines. During peak seasons, USPS reliability may vary and no delivery guarantees are available if USPS is selected.

Free Shipping & Express Upgrade (U.S.)

Free Standard Shipping: $150+ USD orders (including AK & HI)
Complimentary 2-Day Air Upgrade: $375+ USD orders (U.S. only; excludes AK & HI)

If returns reduce your kept value below $375, the 2-Day Air cost is deducted from the refund (see Returns).

Canada

Free Standard Shipping: $150 CAD equivalent+
Duties & Taxes: DDP (Delivered Duties Paid) where applicable; estimated duties/taxes shown at checkout
Returns: Self-ship (labels not provided/sold). See Returns.

International (outside U.S. & Canada)

Carriers/Services: DHL eCommerce, DHL Express, UPS Worldwide Expedited, or UPS Standard (as available)
Flat rates: Where available, a flat rate will appear as a selectable option at checkout (e.g., many EU countries €15; New Zealand $33 NZD; Australia $35/$40/$45 by weight)
Rest of world: Shipping calculated at checkout
Duties & Taxes (DDP): Itemized at checkout in many destinations (incl. Canada, Australia, New Zealand, EU, United Kingdom, and others)
Not offered: FedEx

Processing, Split Shipments & Pre-Orders

We generally ship orders complete. However, we may split shipments so in-stock items can arrive sooner; pre-order/backordered items ship when available.

Tracking

You’ll receive a tracking email when your order ships. You can also track via our Order Tracking page.

Signature Requirement (High-Value Orders)

For high-value orders, we may require a signature upon delivery at our discretion to protect your purchase.

Carrier Delays & Responsibility

Weather, customs inspections, and carrier issues can extend delivery times and are outside our control. Once an order leaves our warehouse and is scanned by the carrier, responsibility for delivery rests with the carrier. We’ll help you troubleshoot with the carrier as needed. If a U.S. shipment is refused, returned to sender, or undeliverable due to address issues, the refund may be reduced by outbound shipping and any applicable Restocking Fee.

Returns & Exchanges

If you’d like a refund, please initiate your return and ship it back within 21 days of delivery. If you prefer an exchange or store credit, you have 30 days from delivery to start the process. Canada is store credit only within 30 days; exchanges are not available in Canada.

Return Windows

Refunds: request and ship back within 21 days of delivery
Exchanges / Store Credit: available for 30 days from delivery
Canada: store credit only (no exchanges) within 30 days

Checkout+ Free Returns (U.S. only)

Checkout+ (“Free Returns”) is an optional nominal upcharge at checkout for U.S. orders that gives extra flexibility on refunds and exchanges.

With Checkout+: no $14.50 refund Restocking Fee; refund window extends to 30 days; unlimited exchanges within 30 days with no-charge labels
Without Checkout+: refunds have a $14.50 Restocking Fee; you still have 30-day exchanges/store credit with up to two no-charge labels per order, then you pay for return shipping starting with the third

U.S. Returns — Quick Compare

Return Type	With Checkout+	Without Checkout+
Refund	30d · $0 fee · prepaid label	21d · $14.50 fee/label · prepaid
Exchange	30d · unlimited · no-charge labels	30d · 2 no-charge labels/order → then you pay
Store Credit	30d · unlimited · no-charge labels	30d · 2 no-charge labels/order → then you pay

Eligibility

Items must be unused, unwashed, and damage-free (no makeup, perfume, deodorant marks, or pet hair), with original tags and the original storage bag included. Pack your return to prevent transit damage. You are responsible for the return until the carrier shows it delivered to our warehouse.

How to Start

Open the Returns Portal and enter your order number plus the email/phone/ZIP used at checkout.
Choose your outcome: refund, exchange, or store credit (Canada: store credit only).
Follow the prompts to complete your request.

Returns sent outside the portal process will be refused and returned to sender.

Labels & Shipping

U.S.: the return portal provides a prepaid label
With Checkout+: refund Restocking Fee waived; refund window extends to 30 days; exchanges are unlimited within 30 days with no-charge labels
Without Checkout+: for exchanges/store credit, two no-charge labels per order; starting with the third, you pay for return shipping
Canada: self-ship with a tracked/insured carrier (labels not provided/sold; store credit only)
International: self-ship with tracking and insurance

Fees & Deductions

Refund Restocking Fee (U.S./Intl): $14.50 for refunds (waived with Checkout+)
Multiple refund returns (no Checkout+): if you create separate labels for separate refund returns from the same order, the $14.50 fee applies to each refund return
Free Express (2-Day Air) claw-back (U.S.): if kept value falls below $375 after returns, we deduct the 2-Day cost from the refund
Exception expedites: if we expedite a stuck/replacement as an exception and it’s returned, the expedited cost is deducted
DDP refusals (intl where applicable): if a DDP shipment is refused and returned, the customer is responsible for carrier return/brokerage costs (deducted from refund)
DDP duties/taxes non-refundable: where shipped DDP, duties and taxes collected at checkout are not refundable on returns

Damaged or Incorrect Items

Please contact us within 7 days of delivery if your order arrives damaged or incorrect. We’re unable to accept claims after 7 days.

Refund Timing

Refunds are typically processed within 15 business days from the date your return arrives at our warehouse. We’ll email you when complete. Refunds go to the original payment method; store credit is issued as a digital gift card.

Final Sale

Items marked “Final Sale” on the product page (within the description), items tagged “Final Sale,” and all items in the Clearance collection are not eligible for return, exchange, or store credit. Gift cards are also Final Sale. Final Sale status appears on the product page and does not appear at checkout.

Custom Orders

Custom orders—including custom dyeing or garments with imagery/logos—are Final Sale once the final sample is approved.

Questions? Email support@puracashmere.com or click the chat bubble at the bottom of the page.

Shipping Rates

We offer free ground shipping on all orders over $105 within the continental U.S.

For orders over $425.00 within the continental U.S., we offer complimentary two-day expedited.

All orders above $150 to Alaska, Hawaii, and U.S. Territories qualify for free shipping.

If your order is under $425 and you want a faster delivery method, you may choose an alternate means at checkout.

All International Orders charge a $25 flat rate with the exception of New Zealand (You are required to pay for your own shipping)

International orders are shipped DDU "Delivered Duties Unpaid," and International Customers will be responsible for the payment of any additional associated duties and taxes. Pura Cashmere has no control over these charges and cannot predict the cost, as customs policies and import duties vary widely from country to country. Please contact your local customs office for current fees.

IMPORTANT: If the shipment is returned due to taxes and duties not being or refusal to pay Pura Cashmere will charge a $35 restocking fee once the items arrive back at our warehouse and pass on any shipping charges from the carrier.

For Domestic shipments that are refused and sent back to our warehouse we charge a $25 processing fee AND we pass on any shipping charges from the carrier.

Delivery Time

All orders are typically processed within 24 to 48 hours.

Fulfillment times may take slightly longer during the holiday season.

Same-day fulfillment is possible if the order is placed before 4 PM Eastern Standard Time (New York, EST)

Shipping Time

Orders shipped within the continental United States using standard free shipping arrive within 3 to 5 days after processing.

Orders over $425.00 are shipped complimentary two-day expedited.

Express shipping is available at checkout at our discounted rates.

International Shipments are dependent on location and services available.

Shipping & Warranties

We cannot ship domestically and/or internationally to P.O./APO/FPO boxes.

Risk of Loss: All products purchased from the website are transported and delivered to you by an independent carrier not affiliated with, or controlled by, Pura Cashmere. Title to the products purchased on the site, as well as the risk of loss for such products, passes to you when Pura Cashmere delivers these items to the carrier.

Tracking Your Order

Pura Cashmere sends orders using either USPS or UPS (domestic) or DHL (internationally). We insure and track all packages that we ship.

As soon as your order ships, we will send you a shipping confirmation email with the tracking number, which you can click to see the shipments progress.

There are also two other methods you can use to track your order.

Login in to your account on the website and view the order. It will have a linkable tracking # you may click to see its progress.
You may also track your order using the customer service chat. Just enter your email and order #, and it will give you a link on the status of your order

If you need further assistance, please email support@puracashmere.com with your order number and any issues you might have.

Return & Exchange Policy

Pura Cashmere accepts returns and exchanges of unworn, unwashed, make-up free or incorrect items within 30 days of the original purchase date. Items must be returned with Pura Cashmere tags attached and storage bags. It must also be in the original packaging and be free of odors like smoke or perfume AND make-up stains (especially our white items).

Return labels will be provided free of charge for customers within the continental U.S.
Exchanges, damaged or incorrect items, and returns requesting store credit are NOT subject to a restocking fee (USA).
All refunds other than store credit are subject to a restocking fee of $14.50 USD.
Expedited fees equal to the 2 day air shipping will be charged for returns on orders above $425 if the returned items brings the total value below $425.
Expedited shipping cost will be deducted from a return if customer requested expedited for a stuck or replacement package if returned.

Final Sale Items: All items noted as final sale, including gift cards, discounted merchandise, Clearance or otherwise marked final sale cannot be returned or exchanged.

Damaged or Incorrect Items: Please contact customer service within 48 hours of delivery for assistance. Damaged or incorrect items will not be accepted after 30 days of the original order date. Waiving of any restocking fee due to damage or an incorrect item requires notification within the initial 48 hours. Please note, you are responsible for the product until it reaches us.

Customers with Shipping Addresses Outside the United States (NOT Canada): International customers are responsible for arranging your return shipment and will be charged an additional restocking fee of USD $14.50 for all refunds.

Orders returned due to a customer's refusal to pay any associated duties and taxes will be subject to an additional restocking fee of $35 plus any shipping costs incurred to return the item to us.
The outbound international shipping fee of $25 is not refundable.
New Zealand Customers are required to pay their own shipping since USPS does not ship to NZ.

All fees will be deducted from the amount of your refund.

Canadian Customers: Customers from Canada can use the Return Portal to get a label for an Exchange/Return. A Handling and Restocking Fee is a percentage charged based on the cost of the return label instead of the $14.50 USD

How To Return or Exchange

For qualifying orders, please go to our return portal to submit your request.

The only information that is required to process a return is

Your order number can be found on your order confirmation email and the packing slip included with your shipment.
Either the Phone #, Email or Zip Code used on the order

Select the item or items you wish to return. And select why you want to replace/return them. For exchanges, please select the correct color/size you wish to exchange your item and hit submit. The return request will then be submitted and reviewed. Once approved, an email will be sent to you with a link to a downloadable shipping label that you can use to ship the item(s) back.

Exchanges/Store Credit

If you are doing an Exchange or asking for Store Credit the Restocking Fee is waived AND the exchange order is initiated upon the shipment of the return item. Store Credit will be issued upon reciept of the returned item.

For returns with shipping addresses outside the continental U.S & Canada., please be aware that Pura Cashmere does not provide return shipping labels. Returns must be sent to the following Address:

Returns - Pura Cashmere

25571 Fort Meigs Rd

Suite D

Perrysburg, OH 43551

We advise that if you are shipping your own return that you get insurance on the item.

Pura Cashmere offers exchanges at no cost for up to one exchange per order. If you wish to exchange an item you have already exchanged once the second exchange, you will be charged a $14.50 USD return fee for the second shipment returned and any subsequent return.

Exchanges of multiple store credits will also be subject to a return fee of $14.50 for each return for credit and any subsequent return.

Refunds

Refunds will be processed once your return has been received at our warehouse. It can take up to three weeks for your return to be processed. If you are returning for a refund, you will receive an email confirmation once your refund has been issued. All refunds will be made on the original purchase method used.

Customer Service

If you have any additional questions regarding our shipping and returns policy, please do not hesitate to contact our customer service team.

Email: support@puracashmere.com

Or click the Chat Bubble at the bottom left of the page

Customer Service Hours:

Monday - Friday: 9 AM - 5 PM EST