Refund policy
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.
Holiday Return Window
To make gifting easier during the holiday season, all orders placed between November 15th and December 10th qualify for an extended return and exchange window. Eligible returns or exchanges may be initiated up until January 6th. This allows recipients ample time to return or exchange holiday gifts as needed. All other standard return and exchange conditions still apply.
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; an exchange per item within 30 days with no-charge labels
- Without Checkout+: refunds have a $14.50 Restocking Fee; you still have 30-day exchanges with a no-charge labels per order, then you pay for return shipping starting with the 2nd
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 · 1 label per item · no-charge labels | 30d · 1 no-charge label per order → then you pay |
| Store Credit | 30d · a label per item · no-charge labels | 30d · a no-charge label per order |
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. We reserve the right to refuse or reject a return request due to high volumes of returns.
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 extended to a label per item within 30 days with no-charge
- Without Checkout+: for exchanges, a no-charge labels per order; starting with the second, 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 label created
- 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.
Shipping Refunds
Shipping options with associated costs like "Next Day Air" or other non-free options are not refundable when returning an item and is excluded from any amount refunded
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.