Dear valued customer, please note our return policy below:
Online store exchange and returns:
The return policy outlined here is restricted to online purchases and does not apply to merchandise bought in-store.
We understand that when buying online you cannot try on the products and we are happy to refund your purchase if you are not completely satisfied with it. Our policy is described below:
All orders may be returned for exchange or refund. Returns must be requested within 15 days of the package delivery date. The items must not be worn, altered, damaged or washed and must have all their original tags.
Any shipping fees on the original order are final and will not be refunded.
All sales are final and the merchandise can only be exchanged for the same item in the different size and colour within 30 days of purchase.
- Note that we can only exchange the same items for a different colour or size. If a different item is required, you will have to place a new order.
- Return for refund shipping charge will be reimbursed by Puffin Hats.
- Refunds to your original method of payment will be processed within 5 business days of the reception of the item.
All exchanges/refunds must be authorized by us prior to the return; you will need to contact us prior to proceeding with an exchange/refund. Contact us by email at firstname.lastname@example.org. Provide your name, order number and a daytime phone number in all communications with us. You will be provided with return instructions along with a return authorization number. The return authorization number must be clearly written on the package for online returns.
When the return shipping charge is incurred by the customer, returned goods must be sent with an original invoice via a courier service that includes a tracking number and requires a receiving signature. Items to be returned must be in its original condition with all labels intact, including all labels sewn inside the product. The item must never have been worn, damaged, washed or altered in any way. We are not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides insurance.
We will refund shipping for any faulty items returned to us. However, we cannot accept liability for an item until it is returned and has been confirmed as faulty. We will also not refund any shipping charges unless the item(s) are confirmed as faulty.