Returns
*ONLINE RETURNS PLEASE FILL IN FORM AT BOTTOM OF THIS PAGE* –
Issues completing the form? Please email us at info@fluffalpaca.com with your order number and letting us know which items you'd like to return or exchange – we'll follow up with instructions.
Online Return Policy
To submit an online return request, please submit the form at the bottom of this page. Responses from our team are typically issued within two business days.
Online orders must be returned within 30 days of the order delivery date, or by January 15, 2025 if purchased during the period between November 15th and December 15th, 2024. Items must be in new condition (free of wear, odor, etc.) with original tags attached and/or original packaging fully intact in order to receive a full refund to the original form of payment. Socks that have been worn or tried on are not eligible for return or exchange due to hygienic reasons.
Refunds or store credit cannot be issued to the customer until the items have been received back at Fluff in new condition. Return shipping charges are the responsibility of the customer. Shipping and gift wrapping fees are not eligible for refund. Returned items that are not in new condition and able to be resold will be returned to sender.
In Store Return Policy
For in-person returns, please see Visit Our Store on how to find us.
Items purchased from our store location are eligible for return up to 30 days from the date of purchase. Items must be in new condition (free of wear, odor, etc.) with original tags attached and original packaging fully intact, and accompanied by a receipt or proof of purchase in order to receive a full refund. Socks that have been worn or tried on are not eligible for return or exchange due to hygienic reasons. Refunds will be issued to the original form of payment.
Exchange Policy
Both in-store and online purchases are eligible for exchange within 30 days, although we encourage customers to exchange as soon as possible as items do sell out quickly. Items must be in new condition (free of wear, odor, etc.) with original tags attached and original packaging fully intact, and accompanied by a receipt, gift receipt, packing slip, or other form of proof of purchase in order to be eligible for exchange.
Customers may visit the store to exchange an item or can follow the steps below to make an exchange online. Please note that the cost to ship the original item back to Fluff is the responsibility of the customer. Once the item to be exchanged is received, the new item will be shipped to the customer for free. Fluff will only pay for the return exchange shipping back to customer once per order – subsequent exchange shipping fees will be the sole responsibility of the customer. Customers outside the United States are not eligible for complimentary exchange shipping. Exchanges for international orders may be subject to the same customs and duty charges associated with the original order.
Holiday Return and Exchange Policy
Items purchased between November 15 and December 15, 2024 are eligible for a return (with a refund to the original form of payment or the issuance of store credit via gift card, customer's choice) or exchange up until January 15, 2025. The items must be in new condition with their tags still on and should be accompanied by a receipt, gift receipt or packing slip. Please see our online and in-store policy for additional specifics.
Sale Items
Regular sale items are eligible for return and subject to the same policy as full-price items outlined above unless specifically marked as final-sale items.
