Refund policy

Return/Exchange & Refund Policy

At Fluffie, we want you to love your hoodie as much as we do. We offer a flexible return and exchange policy to ensure you get the right product and fit.

Return Policy

Returns for Incorrect Items:

  • If you receive an incorrect item, please contact us within 14 days of receipt.
  • We will provide a prepaid shipping label for the return and offer you the correct item or a full refund.
  • Please include photos of the item(s) received so we may verify the issue.

Defective or Damaged Items:

  • If your item arrives damaged or defective, please contact us within 14 days of receipt.
  • You must provide photos of your item(s) so that we may assess their condition.
  • We will provide a prepaid shipping label for the return, and you can choose to receive a replacement or a full refund.

How to Initiate a Return:

If you need to return an item, follow these steps:

  1. Email support@getfluffie.com within 14 days of receipt.
  2. Provide your order number, the reason for your return request, and clear photos of the item.
  3. Once approved, follow the instructions provided by our customer support team.

Exchange Policy

Eligibility for Exchange:

  • Exchanges are allowed for sizing issues only and must be requested within 14 days of receipt.
  • Items must be in as new condition: unworn (except for trying on), unwashed, and free of any damage or stains.
  • All original tags must be attached, and specialty packaging (including ribbons, swing tags, pack-ins, etc.) must not be cut or otherwise damaged.
  • You must provide photos of your item(s) so that we may assess their condition.

    Shipping Costs:

    • Customers are responsible for return shipping costs on exchanges.

    Availability:

    • Exchanges are subject to stock availability. If your desired size is unavailable, we will offer store credit or alternative options.

    How to Initiate an Exchange:

    If you need to exchange an item for a different size, follow these steps:

    1. Email support@getfluffie.com within 14 days of receipt.
    2. Provide your order number, the size you wish to exchange for, and photos of the item.
    3. Once approved, follow the instructions provided by our customer support team.

    Sizing Assistance

    We are committed to helping you find the right size. Please refer to our detailed Sizing Guide for measurements and fit information. If you need further assistance, our customer support team is here to help.

    Additional Information

    Contact Us:

    • For any questions or assistance, please contact our customer service team at support@getfluffie.com - we're here to help!