Refund & Exchange? We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us through the chat feature on the site. If your return is accepted, instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Additionally, due to the delicate nature of the fleece, wool, alpaca material, exchange and returns are fundamentally not possible for these garments. And unfortunately, we cannot accept returns on sale items or gift cards.
Products purchased during discount events and pre-order items are not eligible for returns or exchanges.
Items damaged or devalued due to customer negligence (e.g., used products).
Products that have been worn, as even a single wear can diminish their value.
Items with removed tags, washed, sprayed with perfume, or contaminated with hair, dust, or other particles.
Cases where multiple sizes or colors were purchased to compare, and only a portion of the items are returned.
Cases where customers repeatedly request exchanges or refunds.
Items that are difficult to resell due to the passage of time after receipt.
Items with damaged or altered packaging.
Natural wool and fleece products that are sensitive to external conditions (e.g., temperature, humidity).
Cases of simple change of mind after opening the product's packaging.
Items where the plastic packaging has been opened or damaged.
Items with fleece lining that have been worn even once.
Items returned without prior notification to customer service.
Items lost due to shipping errors during the return/exchange process.
Used products are not eligible for exchange or refund, and no repair or alterations services are provided.
Items that are altered or damaged due to customer responsibility.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. All exchanges and returns are processed individually, and a separate request is required for each order number. Shipping fees from additional orders during the processing period will not be combined, and linked exchanges/returns or duplicate purchases to waive shipping fees are not allowed. In such cases, exchanges, returns, and purchases may be strictly restricted.
Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us through the chat feature on the website.
Please note that once an item of clothing has been worn, the presence of skin flakes and fur can significantly reduce its value, making it impossible for us to accept returns or exchanges. If you are uncertain about size selection, we strongly encourage you to reach out to us for assistance before making your purchase.
Pre-order Pre-order products are produced in limited quantities according to the number of orders, and production begins immediately upon ordering in a made-to-order manner. Shipping will take approximately 1-2 months, depending on the number of pre-order participants, and we ask for your understanding as there may be instances of early shipping or slight delays. Once payment is made, production will commence immediately; therefore, if there is no cancellation request on the day of payment, it will be difficult to cancel the order. Given the nature of limited production, we kindly ask for your careful consideration when purchasing. Once the production of the pre-order products is completed and shipping preparations are finalized, an email with shipping information will be sent, followed by immediate processing of the shipment. We will do our best to ensure a successful and prompt shipping process.
Customs Procedures and Taxes Customers are responsible for any customs duties incurred during the return process of an exchange or refund request. Refusal to fulfill this obligation may result in the goods being held at customs for a temporary period. If this period exceeds 15 days, the items will be disposed of. Therefore, please note that in such cases, exchanges or refunds will be denied. We kindly ask for your understanding in this matter.
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