Shipping & Return Policy
Getting your order to you — and making it easy to send something back if it isn’t quite right — should feel simple. Here’s how shipping and returns work.
Shipping
We keep shipping straightforward: free on U.S. orders over $150, and clear flat rates the rest of the time — no guessing, and no surprise carrier math at checkout.
| Method | Rate |
|---|---|
| Standard | $10 (free on orders over $150) |
| 2-Day Air | $25 |
| Next Day Air | $40 |
- Orders over $150 ship free, automatically.
- Standard shipping is a flat $10 when your order is under $150.
- Need it sooner? 2-Day Air is $25 and Next Day Air is $40, flat.
- Order an expedited method before 12:00 pm ET on a weekday and we will try to get it out the same day.
- Alaska and Hawaii ship USPS Priority Mail, and still count toward free shipping.
Canada
- Standard shipping to Canada is a flat CAD $15 — free over CAD $225.
- Canadian orders arrive Delivery Duties Paid, so duties and taxes are handled at checkout with nothing more to pay on delivery.
International
We ship worldwide Delivery Duties Paid — shipping plus duties and taxes are calculated at checkout, so your order arrives with nothing further owed. (Duties and taxes collected at checkout aren’t refundable.)
Processing & tracking
We pack orders promptly and ship by UPS and USPS. You’ll get tracking by email the moment your order is on its way.
Returns & Exchanges
Changed your mind, or need a different size? No problem. You have 21 days from delivery to start a refund, exchange, or store credit — and 30 days if you added Checkout+ at checkout. (In Canada, returns are store credit only, within 30 days.)
Every return starts in our Returns Portal — it walks you through it in a couple of minutes.
Checkout+ — a little extra peace of mind
Checkout+ is an optional $2.98 add-on at checkout for U.S. orders. It waives the $14.50 restocking fee on refunds, stretches your window to 30 days, and includes package protection. Here’s how the two compare:
| Return Type | With Checkout+ | Without Checkout+ |
|---|---|---|
| Refund | 30 days · $0 fee · prepaid label | 21 days · $14.50 fee · prepaid label |
| Exchange | 30 days · first 2 labels free, then you pay | 21 days · first label free, then you pay |
| Store Credit | 30 days · always free | 21 days · always free |
Either way, store credit is always free — and your first exchange is on us.
How to start a return
- Head to the Returns Portal and enter your order number with the email, phone, or ZIP from your order.
- Pick what you’d like — a refund, an exchange, or store credit.
- Follow the prompts and print your prepaid label where one’s provided.
Returns started outside the portal can’t be processed, so please begin here.
A few things to know
To come back to us, pieces should be unworn, unwashed, and as you received them — tags on, storage bag included, and free of makeup, scent, or pet hair. Pop them back in protective packaging, and hold onto your tracking until everything reaches us.
A note on exchanges. Once you exchange something, that order moves to exchange-or-store-credit (the refund option closes for it), and an exchanged piece can come back to us for store credit. Your first exchange label is free — two with Checkout+ — and anything beyond that is a small return-shipping cost. It keeps exchanges genuinely free for everyone who needs one.
Reduced items
Some pieces — like discontinued colors or end-of-season favorites — are offered at a reduced price and marked Reduced. These are eligible for exchange or store credit (not a refund), even with Checkout+. They’re different from Final Sale, which can’t be returned at all; if something is ever marked both, Final Sale applies.
Final Sale
Final Sale pieces — anything marked Final Sale, the Clearance collection, gift cards, and approved custom orders — can’t be returned, exchanged, or credited. Regular sale items follow our standard policy — only pieces specifically marked Final Sale are excluded.
Good to know
- Refunds have a $14.50 restocking fee (waived with Checkout+).
- If a partial return drops your order back under the $150 free-shipping line, the $10 standard shipping is deducted from your refund.
- For international DDP orders, duties and taxes collected at checkout aren’t refundable.
- You’ll find the complete details in our Return & Refund Policy.
Holiday returns
Gifting? Orders placed between November 15 and December 10 have until January 6 to be returned or exchanged.
Damaged or incorrect
If anything arrives damaged or not quite right, tell us within 7 days of delivery and we’ll make it right.
Refund timing
Once your return reaches us, refunds are usually processed within 10 business days — we clean and inspect each piece before it’s restocked, and we’ll email you the moment yours is done.
Questions? Email support@puracashmere.com or use the chat bubble at the bottom of any page.
- Free shipping applies automatically to U.S. orders over $150.
- Standard shipping is a $10 flat rate on orders that don’t qualify for free shipping.
- 2-Day Air is $25 flat, and Next Day Air is $40 flat.
- Expedited orders (2-Day Air or Next Day Air) placed before 12:00 pm ET on a business day ship the same day.
- Alaska and Hawaii ship via USPS Priority Mail and count toward the free-shipping threshold.
Canada
- Standard shipping to Canada is a flat CAD $15, and is free on orders over CAD $225.
- Canadian orders ship Delivery Duties Paid (DDP) — all duties and taxes are calculated and prepaid at checkout, so there is nothing further to pay on delivery.
International
- International orders ship DDP, with shipping and prepaid duties and taxes calculated at checkout. Duties and taxes collected at checkout are non-refundable.
Processing & Tracking
Orders are processed promptly and ship via trusted carriers (UPS and USPS). You’ll receive tracking by email as soon as your order is on its way.
Returns & Refunds
Returns & Exchanges
- Refunds: request your return and ship it back within 21 days of delivery (30 days with Checkout+).
- Exchanges: start within 21 days of delivery (30 days with Checkout+).
- Store credit: request within 21 days of delivery (30 days with Checkout+).
- Canada: store credit only, within 30 days of delivery. Exchanges are not available in Canada.
All returns must be started through our Returns Portal. Returns sent outside the portal will be refused and returned to sender.
Holiday Return Window
To make gifting easier, orders placed between November 15 and December 10 qualify for an extended window: eligible returns or exchanges may be started through January 6. All other standard return and exchange conditions still apply.
Checkout+ (Free Returns) — U.S. only
Checkout+ is an optional $2.98 add-on at checkout for U.S. orders. It gives you added flexibility and includes package protection. Checkout+ is non-refundable once your order has shipped. With Checkout+:
- The $14.50 refund restocking fee is waived.
- Your refund, exchange, and store-credit windows extend to 30 days.
- You receive two free exchange labels per order (standard orders receive one).
Exchanges — Important Conditions
Our exchange program is built to make swapping a size or color simple. The following conditions apply so we can keep offering free exchanges:
- Exchanging affects refund eligibility. Once you complete an exchange on an order, the items on that order are no longer eligible for a monetary refund. Anything else you return from that same order may be made for exchange or store credit only.
- Items received as part of an exchange may be returned for store credit only, and cannot be exchanged a second time.
- Free exchange labels are limited per order. Standard orders include one free exchange label per order; from the second exchange onward, you pay return shipping. Checkout+ orders include two free exchange labels per order; from the third onward, you pay return shipping.
U.S. Returns — Quick Compare
| Return Type | With Checkout+ | Without Checkout+ |
|---|---|---|
| Refund | 30 days · $0 fee · prepaid label | 21 days · $14.50 fee · prepaid label |
| Exchange | 30 days · 2 free labels per order, then you pay | 21 days · 1 free label per order, then you pay |
| Store Credit | 30 days · always free | 21 days · always free |
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 item until the carrier shows it delivered to our warehouse. We reserve the right to refuse a return that does not meet these conditions, or in cases of excessive return activity.
How to Start a Return
- Open the Returns Portal and enter your order number plus the email, phone, or ZIP used at checkout.
- Choose your outcome: refund, exchange, or store credit (Canada: store credit only).
- Follow the prompts to complete your request and print your label where one is provided.
Returns sent outside the portal will be refused and returned to sender.
Reduced Items
Items shown at a reduced price and marked with a Reduced label (for example, discontinued colors and end-of-season markdowns) are eligible for exchange or store credit only — they are not eligible for a monetary refund. This applies whether or not you have Checkout+, and the standard return window applies.
Reduced items are not the same as Final Sale items: Reduced items may be exchanged or returned for store credit, while Final Sale items cannot be returned at all. If an item is marked both Reduced and Final Sale, Final Sale terms apply.
Labels & Shipping
- U.S.: the Returns Portal provides a prepaid label.
- Exchanges: the first exchange label per order is free (the first two with Checkout+); additional exchange labels are paid by the customer.
- Store credit: return labels are always free.
- Canada: self-ship with a tracked and insured carrier (labels are not provided; store credit only).
- International: self-ship with tracking and insurance.
Fees & Deductions
- Refund restocking fee (U.S. / International): $14.50 per refund return (waived with Checkout+).
- Multiple refund returns (without Checkout+): if you create separate labels for separate refund returns from the same order, the $14.50 fee applies to each refund label created.
- Partial-return shipping adjustment: if your order received free standard shipping by reaching the $150 threshold and a partial return brings the kept portion of your order below $150, the $10 standard shipping charge that would otherwise have applied is deducted from your refund.
- Exception expedites: if we expedite a replacement as a one-time exception and it is later returned, the expedited shipping cost is deducted.
- DDP refusals (International, where applicable): if a DDP shipment is refused and returned, the customer is responsible for carrier return and brokerage costs, deducted from the refund.
- DDP duties and taxes: where an order ships 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 are unable to accept these claims after 7 days.
Refund Timing
Refunds are typically processed within 10 business days from the date your return arrives at our warehouse. We inspect and clean each item before it is restocked. We’ll email you when your refund is complete. Refunds are issued to the original payment method; store credit is issued as a digital gift card or a credit to your account.
Final Sale
Items marked “Final Sale” on the product page, 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.
Regular sale items follow our standard return policy — only items specifically marked Final Sale are excluded.
Shipping Charges
Paid shipping charges — including 2-Day Air, Next Day Air, and any other non-free shipping option — are not refundable and are excluded from any refunded amount.
Custom Orders
Custom orders — including custom dyeing or garments with imagery or logos — are Final Sale once the final sample is approved.
General Terms
This policy is offered by Windus LLC dba Pura Cashmere. We may update or modify this policy at any time; the version in effect at the time of your purchase governs your order. This policy 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.
Questions? Email support@puracashmere.com or use the chat bubble at the bottom of any page.