Returns & refunds

Last updated: September 14, 2026

The short version

You have 30 days from delivery to return an unworn item in its original condition and packaging, with tags attached. Email us, we send you the instructions, you ship it back, we refund you.

What can be returned

• Unworn, unwashed items in their original condition.
• Original tags still attached.
• Original packaging included.

What cannot be returned

• Items worn outdoors, washed, altered, or damaged after delivery.
• Items returned without tags or original packaging.
• Items marked final sale on the product page.
• Gift cards.

How to start a return

1. Email help+pufferland@thesupport.care within 30 days of delivery with your order number and the item you want to return.
2. We reply with the return address and instructions, usually within 24 business hours.
3. Pack the item securely with its tags and packaging and ship it back with a tracked service.
4. Send us the return tracking number so we can watch for it.

Do not send anything back before you have our instructions — returns received without a prior request can be delayed or refused.

Who pays for return shipping

Reason	Who pays
Changed your mind, wrong size ordered	You pay the return shipping
Wrong item sent	We pay, and we send a prepaid label
Item arrived damaged or defective	We pay, and we send a prepaid label

We recommend a tracked service. Until the parcel reaches us, it is your responsibility, and we cannot refund a return we never received.

Refunds

Once your return arrives and passes inspection, we issue the refund to the original payment method within 5 business days. Your bank or card issuer may take a further 3 to 10 business days to post it.

We refund the item price. The original shipping cost is refunded only if the return is our fault (wrong or defective item).

Exchanges

We do not run a formal exchange process, because our stock is end-of-run and a size can sell out while your parcel is in transit. The fastest route is to return the item for a refund and place a new order for the size you want, so you secure it before it goes.

Damaged or wrong item

Report it within 48 hours of delivery with photos of the item and the packaging. We cover the return and either reship or refund, your choice.

Order cancellation

You can cancel an order free of charge as long as it has not shipped. Email us as fast as possible with your order number. Once it is with the carrier, use the return process above.

Contact

help+pufferland@thesupport.care — Monday to Friday, 9am – 6pm ET. We reply within 24 business hours.