Refund & Exchange?
We have a 7-day exchange policy, allowing exchanges for size adjustments only. This means you have 7 days after receiving your item to request an exchange due to sizing. To be eligible, your item must be in the same condition as when received unworn, unused, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase. To start an exchange, please contact us through the chat feature on our site. If your exchange is approved, we will provide instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.

*For all official inquiries and consultation requests, please note that responses are only available through the official chat on our website, not via email. Additionally, consultations via social media DMs are not officially supported.

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-exchangeable and returnable items
For any questions or concerns regarding specific items, please contact us. Please note that due to the delicate nature of fleece, wool, and alpaca materials, exchanges and returns are fundamentally not possible for these garments, except in cases of size exchanges. Additionally, we cannot accept returns on sale items or gift cards.

The following items are not eligible for exchange or return:

• Products purchased during discount events or through pre-orders
• Items damaged or devalued due to customer negligence (e.g., used items)
• Products that have been worn, as even a single wear diminishes their resale value
• Items with tags removed, washed, sprayed with perfume, or contaminated with hair, dust, or particles
• Purchases made in multiple sizes or colors for comparison, where only part of the items are returned
• Cases where customers repeatedly request exchanges or refunds
• Items that have lost resale value due to time passed after receipt
• Items with damaged or altered packaging
• Wool and fleece products sensitive to external conditions (e.g., temperature, humidity)
• Products opened due to a simple change of mind
• Items where the plastic packaging has been opened or damaged
• Fleece-lined items 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, which are ineligible for exchange, refund, or any repair/alteration services
• Items that are altered or damaged due to customer responsibility

Size Exchange and Quick Reorder Guide
For a size exchange, the original item must first be collected and inspected. However, if you prefer to receive a different size sooner, you may place a new order for the desired size. Once the original item has been collected, a refund will be processed for that item. If the refund is approved, it will be automatically processed to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to complete and post the refund. If more than 15 business days have passed since your return was approved and the refund has not been completed, please contact us through the chat feature on our website. 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.

Additionally, once an item has been worn, even minimal contact with skin flakes or pet hair can significantly reduce its value, making it ineligible for exchange. If you have any concerns regarding size selection, we strongly recommend reaching 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.