FAQs

Once your order has shipped, you can follow the link included in your shipping confirmation to track your order. You can also find your order tracking on your account page.

PLEASE NOTE: There can be a delay of up 48 hours for the details to appear on your tracking link as it is transferred to the logistics partner. Please let us know if it has been longer than this!

Current shipping times

Orders typically leave our warehouse within 1 to 2 business days. We prioritize orders with expedited shipping. During times of high volume such as launch weeks and holidays there may be additional delays.

We ship from Massachusetts and our standard shipping method is via FedEx Ground. The delivery time frame depends on the type of shipping selected at check-out and your shipping zone.

While orders are typically processed in days, it may take up to two weeks for your order to be processed. Please take order processing time into account if you need your items in a hurry. Once processed, orders are then subject to the transit times listed below.

Domestic Orders

• Overnight is next business day.
• 2 Day is two business days.
• Ground is 5-7 business days depending on where you live in the US.

International Orders

• FedEx International is 3-6  Days.
• DHL International is 2-5 Days.

*Please note that shipping times may vary from country to country.

Carrier delays can and do happen. We are not responsible for any delays once the package is in the carrier's system.

We are unable to upgrade to expedited shipping methods after the order has been placed.

Unfortunately, we are unable to combine shipping on multiple orders, due to the process at our warehouse. Combining shipping can lead to loss of inventory, and confusion on the end of the order packer and is not something we cannot support at this time.

After an order is placed on our site, we are unable to change the shipping method chosen at check out.

Orders typically leave our warehouse within 1 to 2 business days. During times of high volume such as launch days and holidays there may be additional delays. Please take order processing time into account if you need your items in a hurry.

If you would like your international order shipped express, please choose international priority at check-out for a delivery time-frame of 2-4 days. If you would like your domestic order shipped express, please choose next business day or two business day delivery options at check-out. Kindly note that delivery time-frame does not include order processing time.

International Duties & Taxes (DAP)

We now ship international orders Delivered At Place. (DAP).

This means M&P will handle: 

• Export packaging: Prepping the goods for safe international transit.
• Export formalities: Securing export licenses and clearing customs at origin.
• Main carriage: Covering all freight and transportation to the agreed location (e.g., airport, buyer's warehouse, or border crossing).
• Transit risk: Bearing full financial responsibility for any loss or damage to the goods until they arrive at the specified place. 

Customers will be responsible for: 

• Import formalities: Clearing the goods through the destination country's customs.
• Duties and taxes: Paying all applicable tariffs, import taxes, and VAT.
• Please note: Sale prices do not represent full landed costs 

Customs Processing

Customs duties and taxes are calculated based on the destination country and are collected at checkout.
Once shipped, orders proceed directly through customs without requiring payment at the border.

If your shipment is delayed or held by customs, we recommend contacting your local customs authority for assistance, as customs clearance timelines vary by country.

It's a rare occurrence, but packages are sometimes lost in transit.

Lost Domestic Orders

If you have a domestic tracking number and it isn't moving, don't despair! Packages are sometimes not scanned but are often en route and will show up within a week of shipment from our facility. If a domestic package is lost or seems to be lost (after 14 days), please reach out and we will issue a refund.

Lost International Orders

Shipping times may vary from country to country, but please note that it may take up to 1 month for your international order to arrive to you. If your order has not arrived after 6 weeks, we are able to offer a store credit for the full order, with an upgrade to a full refund after 8 weeks.

Misha & Puff is not responsible for lost or stolen packages following delivery. 

Please ensure that a secure delivery address is provided and communicate directly with the carrier regarding delivery preferences. Once a package is marked as delivered, we are unable to obtain additional information from the carrier or submit claims on the customer’s behalf.

If you reside in the U.S. or Canada, we recommend using the free FedEx Delivery Manager tool  to:

• Redirect packages to a secure FedEx location
• Temporarily hold deliveries if you are unavailable to receive them

Third-Party Forwarding & Freight Services

If an order is shipped to a freight forwarding service, package forwarding company, or third-party shipping address, the customer is responsible for contacting that service directly regarding any delivery issues.

Once a package is marked as delivered to a forwarding or freight service, Misha & Puff is not responsible for loss, theft, damage, or misdelivery that occurs thereafter, and we are unable to assist with recovery or reimbursement.

Carrier-Delivered but Not Received

If tracking indicates that your package has been delivered but you have not received it, please contact FedEx directly as soon as possible, as they may be able to assist in locating or recovering the shipment.

Misha & Puff does not support re-shipment of any orders that were returned to the sender at this time.

Some reasons that a package may be returned to sender are:

• Incomplete or incorrect address.
• Package refused by the recipient.
• Package unclaimed by the recipient.
• Recipient unavailable to sign for the package.
• Customs payment refused by recipient.
• Carrier unable to reach the recipient to organize delivery.

Please double check your shipping address and contact details before checking out.

If you are living in the US or Canada, and you do not anticipate you will be home to sign for a signature required delivery we recommend you use the FedEx Delivery Manager tool to redirect your package to a secure pick up location for free.

For more info on FedEx Delivery Manager please visit the links below:

To learn more about FedEx Delivery Manager
To sign up for FedEx Delivery Manager

If an order is marked as refused by the recipient, once the package is received back, we will refund the order minus the original shipping costs and a 15% restocking fee.

Shipping charges are non-refundable under any circumstances except cancellations.

Holiday Shipping Cut-off Times
Guaranteed delivery by 12/25 (all carriers)

U.S. Ground & International: Order by Monday, December 15 at 2 PM ET

U.S. 2-Day: Order by Friday, December 19 at 1 PM ET

U.S. Next Day: Order by Tuesday, December 23 at 12 PM ET

Warehouse Closures: Thursday, December 25 - Friday, December 26, 

and Thursday, January 1- Friday, January 2

At Misha & Puff, we produce small-batch garments with great care. To help us manage inventory responsibly and fairly, all returns are subject to the guidelines below.

Return Eligibility & Timeline

Most full-price items are eligible for return or store credit, with the exception of final sale items, and made-to-order pieces.

The return window is 10 days from the delivery date, and eligibility is determined by when the return request is submitted — not when it is approved.

Refund Type by Day

• Days 1–5 from delivery: Eligible for a refund to the original payment method
• Days 6–10 from delivery: Eligible for store credit only
• After Day 10: All items are final sale and not eligible for return, refund, or credit

Final Sale Items

The following are final sale and not eligible for return, exchange, refund, or store credit:

• Sale items
• Archive items
• Made-to-order pieces
• Socks
• Gifts with purchase
• Orders shipped to freight forwarding or shipping company addresses

Shipping Address Eligibility

We do not accept returns for orders shipped to:

• Freight forwarding services
• Shipping consolidation companies
• Third-party forwarding or reshipment addresses

Returns are only accepted for orders shipped directly to a personal residential address.

Orders delivered to shipping or forwarding company addresses are final sale and not eligible for return, exchange, refund, or store credit.

Return Approval & Mailing Timeline

• All returns require manual approval
• Once approved, customers have 7 days to place the return in the mail
• Returns not shipped within 7 days of approval will be automatically canceled

Right to Refuse Returns

We reserve the right to refuse returns, exchanges, or refunds at our discretion, including but not limited to:

• Orders placed by bots or automated systems
• Orders suspected of resale activity
• Orders shipped to freight forwarding or consolidation addresses
• Returns that do not meet policy requirements

Kindly note our In-store Return Policies (different from our online store policy) here: 

Brooklyn Store

10 days for in store purchases (exchange or store credit) and 10 days from delivery date for email orders (store credit only.) Sale, samples, seconds are FINAL SALE.

Newburyport Store

All sales final.

If you wish to return a purchase from the Misha & Puff Brooklyn or Newburyport store please email the stores directly:

[email protected]

[email protected]

Items purchased through our retailers must be returned to the place of purchase.

To be eligible for a return, customers must complete both steps below within 10 days of delivery:

1. Submit a return request through the returns portal
2.  Email here to our CX team with:
   • Subject: Other
   • Subject line: Return – Order #XXXX
   • Reason for return

As long as both steps are completed within the return window, your return eligibility is protected — even if approval takes additional time.

Please do not ship items back until you receive approval and return instructions.

Start here to initiate a return.

To initiate a return, enter your email address and order number. Choose the item(s) you wish to return, reason for return and available refund options. Review refund details and click "Submit Return." Return instructions are displayed in the returns portal and emailed to you.

Misha & Puff does not support exchanges at this time. We'll gladly issue a refund/store credit within our standard return policy, and you can place a new order on our site for the preferred item. Due to limited inventory, we can not guarantee that the item you are looking for will be in stock.

All returned items must be:

• New, unworn, and unused
• Unwashed and unaltered
• Returned with original garment tags still attached
• Free of stains, odors, damage, or signs of wear

Returns are inspected upon receipt.
Items that do not meet these conditions will be declined, and the customer will be notified. Declined items will be returned to the customer.

Shoes

Shoes must be tried on indoors and on a carpeted surface only.
Returns showing wear or sole markings will not be accepted.

Returning Your Items Safely

We strongly recommend using a tracked and signed-for postal service when returning your items.

Please ensure that you:

• Use appropriate, protective packaging so items are not damaged in transit
• Obtain and keep proof of postage
• Retain your drop-off receipt from the carrier
• Use a service that provides tracking until your return is confirmed as received

Unfortunately, we are unable to issue refunds or store credit for return packages that are lost or damaged in transit.

Responsibility for Returns

Returned items remain the responsibility of the customer until they are received and accepted at our warehouse.

We are not responsible for return shipments that are:

• Lost
• Delayed
• Damaged
• Misdirected by the carrier

Adult Return Shipping

We now provide free return labels for domestic (US) Adult product purchases. A shipping label will be emailed to you upon approval of the return.

Child/Baby Return Shipping

Customers are responsible for organizing return shipping and may combine multiple returns in one box. Please be sure to keep your shipping receipt.

Customers are responsible for their own shipping label.

Customers are responsible for any customs duties, taxes, and import fees assessed by their country. Please note that refusing to pay duties or refusing delivery does not guarantee that the package will be safely returned to us.

Because international carriers and customs authorities operate independently, we cannot be held liable for refunds on refused or undeliverable international shipments.

Additional Steps for International Customers:

• Clearly label the package as “Returned Goods”
• Include HS code 9801.00.10 on the box and/or shipping label

Refused or Returned International Parcels

In the event that a refused international parcel is successfully returned to our warehouse, the following will apply:

• Any applicable re-importation taxes and customs fees will be deducted from the refund

These costs are non-refundable and will be deducted from any refund owed.

Eligible gifted items may be returned for store credit in the form of a digital gift card, provided they meet all return eligibility requirements outlined above.

To process a gift return, we require:

• The original purchaser’s name
• The original order number

This information allows us to:

• Confirm the item was purchased directly from our website
• Verify the original purchase price so the correct credit amount can be issued

Customers are responsible for organizing return shipping and may combine multiple returns in one box. Misha & Puff is not responsible for items that are not approved for return. 

Every Misha & Puff product is made with care and goes through a rigorous quality assurance process. That said, we understand that on rare occasions, an item may arrive damaged, defective, or incorrect.

If you experience an issue, please contact us within 10 days of delivery with a description of the issue and clear photos so our team can review and assist.

Defects After Wear or Washing

We offer support for defects that appear after reasonable wear or washing, provided all care instructions have been followed, for up to 2 months from the delivery date.

After 2 months from delivery, all orders are considered final sale and are no longer eligible for damage or defect claims.

Resolution for Domestic Orders (U.S.)

For approved damage or defect claims on domestic orders, we may offer the following solutions at our discretion:

• A prepaid return label to send the item back to us
• A replacement, if inventory is available
• A refund or store credit.
• An in-house repair, where feasible, at no cost to the customer

Resolution for International Orders

For approved damage or defect claims on international orders, we will issue a refund or store credit.

At this time, we are unable to offer replacements or in-house repairs for international customers.

Child

Children and babies come in all shapes and sizes! If you are unsure of what size to get, check out the measurements listed with each product.

If you still have questions about sizing or the measuring process, open a Support Ticket. We are always happy to chat with you!

Adult

Our pieces are versatile and work for a range of body types and fit preferences. We recommend reviewing the product measurements for any item you are considering. If you have any questions regarding the size charts or need specific measurements, please open a Support Ticket. We would be happy to talk through any questions!

*Remember! You can always try on at home to find what feels most comfortable for you and return any items that didn't work out with our easy returns process. Just be sure to review our Return Policy before purchasing!

If a product you were hoping to purchase is unavailable, we strongly advise that you sign up for Back in Stock Alerts!

This is the first place you will be notified if there is a size that comes back or a restock. If the item you're coveting is out of stock, select your size and choose "Sign up for in stock alerts." 

We also look at In Stock Alerts to gage interest in sold out styles which helps determine what to potentially restock and how much to order. :)

If you’d like to learn more about how Back In Stock Alerts work, please visit our related support article here.

Our thoughtfully made wool, cotton, and natural fiber knitwear is made to be lived in and loved. Gently caring for your Misha & Puff garments, shoes, and accessories is essential to help them last a lifetime.

Here’s how to care for the pieces that you will want to preserve for the next generation:

• Superwash Merino Wool

Delicate cycle or hand wash with cool water, mild soap, and reshape to dry flat. Store folded in a cool, dry environment.

For detailed instructions on washing & storing your wool, please click here.

• Alpaca, Baby Alpaca, and Silk Wool Blends

Dry clean only is recommended.

• Knit Pima Cotton

Hand wash cool and reshape to dry flat. Do not wring, bleach, or iron.

• Heavyweight and Jersey Pima Cotton 

Machine or hand wash in cold water with mild soap and dry flat.

• Clogs & Footwear

We recommend professional leather care and protecting your shoes and clogs by storing them in a cotton shoe bag.

Do not use water to clean your clogs.

Our clogs are intentionally made of natural lightweight wood soles, so chipping can occur around the heel or toe bed if they are struck or scrape hard surfaces. This is the nature of wooden bases, and not considered a material defect. Any chips can often be repaired by a professional cobbler.

In the event that your well-loved Misha & Puff worsted weight knit should need a repair, please visit our Mending Services page. Services include button reattachment, pulls, holes and more.

We announce launches through emails and on Instagram. Subscribe and follow us at @misha_and_puff, @anna_mishaandpuff and @studio_mishaandpuff to learn the latest on upcoming colors and styles! 💛

Customers no longer need a password to access their account. There will be a 6-digit code sent to your email every time you login.

If you would like to delete your account and have all of your information removed from our user database, please open a support ticket. We want feedback from our customers, good or bad! Please let us know why you have decided to delete your account, so we can learn & grow from it.

You do not need to set up an account to shop products that are ready to ship. We have the option to checkout as a guest in our regular store. All we'll need is your contact and shipping information.

To shop Made to Order products you will need to create a Misha & Puff customer account. You can do so here.

If you have multiple people login to your account simultaneously, it will create the appearance of a bot and your order runs the risk of being canceled.

After piloting Early Access and VIP perks last year, we are currently in the process of updating and refining our loyalty program. The program is designed to thoughtfully reward customers who have a meaningful connection to our work. We’ll be sharing more details soon — including clear and transparent guidance on how customers can qualify for early access and other loyalty benefits. We’re excited to continue building a more rewarding experience for our community, and we truly appreciate your interest and enthusiasm for it. Thanks for your patience.

How We Calculate Taxes

Misha & Puff charges taxes based on state regulations.

Taxes are calculated according to state rules, exemptions and thresholds.

Tax Refunds

Taxes are non-refundable under any circumstances except cancellations. Change of shipping address will still require taxes to be paid for the original shipment location.

All payment methods and quick pay options can be found on the checkout page.

We currently offer the following for your convenience:

• Credit/Debit Card
• Shop Pay
• PayPal
• G Pay

If you are having trouble using a payment method on our site, this could be due to limits on your card from your bank, or your billing method not matching your billing address. 

If you are using a third party billing method such as Afterpay or Paypal, there could be an order limit on your account that you are not aware of. We recommend checking the settings on these accounts before proceeding.

If your payment is still not going through, please try an alternative payment method.

If you are having trouble applying a discount code, please check that the code has been entered exactly as it appears. Our discount codes are case sensitive, so make sure the appropriate letters and numbers are upper or lower case. Please also check the date, and make sure the code has not expired. We are unable to apply codes that are no longer valid. If at this point your code is still not working, please open a support ticket and our team will be able to advise you further.

Gift Card Purchases

To buy one of our e-gift cards, please click here.

Please note: If you buy one of our e-gift cards, this is only valid to use online or at our Newburyport Store and will be sent to you electronically via email. If you would prefer a physical card mailed to you please contact Client Services and we will send one out from the studio.

Combining Gift Cards

Unfortunately, we are not able to combine multiple gift cards onto one.

Retroactively Applied Gift Cards

Due to the capacity of our small team we are unable to retroactively apply gift cards to an order.

Buying Gift Cards with Store Credit

Store credit is not a valid tender for gift cards.

Lost or Stolen Gift Cards

Treat your gift card as cash. If your gift card is compromised or used without your permission, it will not be replaced.

At CHECKOUT under the Payment section, you have the option to apply store credit to your order. Store credit may be applied along with gift cards and other discount codes.

Any shipping discounts you qualify for will still apply separately, including free shipping above a certain dollar amount.

Store credit will reduce the cost of your cart, so you will not pay taxes on the discounted amount. You should see your tax amount lower when you apply a credit.

Due to the capacity of our small team we are unable to retroactively apply store credit to an order.

Your store credit balance can be viewed if you open the eGift card sent to your email. If you used part of your eGift card, the remaining balance will appear just above the original gift card amount.

If you would like to add gift note to your order, at checkout, check the box that says "This order contains a gift." A field will appear below where you can write your note. The message will be copied by hand onto a flat card and enclosed in your order.

Additionally, all products are carefully wrapped with Misha & Puff wrapping paper. We treat every order as if it's a gift, with no prices appearing on the receipt within.

We’re so sorry if you’re missing an item from your order. Our team takes great care in preparing each package, and we’re happy to review your case and make it right whenever possible.

If you believe an item is missing, please contact us within 10 days of delivery so we can assist promptly.

Domestic Orders (U.S.)

• If the item is in stock, we’ll send a replacement.
• If it’s unavailable, we’ll issue a refund or store credit (based on eligibility).

International Orders

• For international orders, we’re unable to send replacements.
• Verified missing items will be refunded.

Eligibility Window

• Days 1–5: Refund or replacement (if available)
• Days 6–10: Store credit only
• After 10 days: Ineligible; considered final sale

Before reaching out, please check your inbox (and spam folder) for an “Out of Stock” notice, as your item may have already been refunded or removed.

Forwarding Services

If your order was shipped to a package forwarding or redirection service, please contact them directly. Once an order is confirmed delivered to a forwarding address, Misha & Puff is no longer responsible for the package.

For faster assistance, please include your order number, item(s) missing and delivery details, when reaching out.

Edits & Cancelations

Orders go immediately into the processing stage at our warehouse, and as such, we do not support order edits or cancelations. Once an order is placed, our return policy applies.

For Made to Order cancellations please see here.

Cancelation of Backordered Items

We can cancel a backordered item until it is in the processing stage at our warehouse. Once the backordered item is in processing our normal cancelation, order edit and return policy applies.

Address Changes

Misha & Puff is NOT able to alter orders or change a shipping address after they have been placed on our website. Please double-check your address prior to placing your order.

Address Changes for Made to Order

Exceptions to our address change policy can be made in the case of Made to Order items UNTIL the product has arrived at our warehouse and is in process. You can make address changes for MTO items via the unique link in your original Order Confirmation email.

If you would like to check on your order status or order history, please follow this link: Account History. (If you do not have an account, you can create one here) After logging in you will find all of your confirmed orders.

This collection is made to order just for you! Please take some time to review our sizing information listed with each item as all Made to Order sales are final. No cancellations, refunds or exchanges.

If there’s a defect with your Made to Order garment, we’ll gladly issue a refund and take the garment back. If we can offer a replacement, we’ll do our best to make that happen.

While we do not typically support address changes, if you need to make an adjustment before your order is scheduled to ship, you can make address changes for MTO items via the unique link in your original Order Confirmation email.

Here's how to do it

1. Open your order confirmation email and click on the "Edit Address" button. Any MTO pre-orders still available for address editing will be visible on this page.
2. Enter the new delivery address details and click “Update Address.”
3. You're all set!

Please Note

We do not support changes to the destination country on a MTO pre-order delivery address.

If an address is edited, shipping charges and taxes will not be recalculated, as shipping charges are non-refundable.

Once your order is in processing at our warehouse we are unable to make further changes to your pre-order shipping address.

Made to Order products and collections will be available for a limited time until we place an order with our artisan partners.

Once an individual product’s capacity is reached, it will show as Sold Out. Some products may be available to order longer than others.

All payment methods and quick pay options can be found on the checkout page. We are no longer offering Partial.ly as a payment method for Made to Order. 

If you're interested in paying for your Made to Order purchase in installments, both PayPal and Shop Pay offer options for qualifying purchases. You can learn more on their websites linked below:

PayPal Buy Now, Pay Later

Shop Pay Installments

To check on the status of a Made to Order pre-order, please visit our MTO Status Updates Page.

Once your order has completed processing, you should receive an email confirmation sent to the email provided at checkout. 

If for some reason you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed.

If you still cannot find your order confirmation, contact us with your order number, or the last 4 digits of your credit card and we can find your order for you.

Patterns for Sale

You can purchase all available Misha & Puff patterns here.

We are unable to provide additional commercial patterns for items on our site, and do not have plans to expand this collection in the near future. All Misha & Puff designs and production notes are our own and subject to copyright.

Our Policy on Bots and Automated Shopping Tools

Our aim is to get our heirloom products in as many hands as possible. Any automation software used to create an unfair advantage when checking out is not permitted and we reserve the right to cancel any order that we suspect was placed in this manner. If you feel your order has been erroneously flagged please contact us. We unfortunately cannot reinstate an order once it has been automatically canceled.

Orders Labeled High Risk and Canceled

We have implemented technology that detects automated bot checkouts and cancels those orders. We have done so to make sure that as many people as possible can get access to Misha & Puff and our pieces are not bought up disproportionately by a handful of customers. This technology is evolving and constantly being updated as new and more sophisticated automation tools are being brought to market. Certain behaviors such as simultaneously using the same account from multiple locations or orders placed by the same account that are seconds apart are behaviors that are indistinguishable from bots. To reduce your chance of your order being canceled, please do not share your account log in details with anyone and wait at least a minute between orders. We do not reinstate orders once they have been automatically canceled. If you have any follow-up questions, please contact customer support.

We are committed to respond to your questions and issues within 2-4 business days, but this can vary at times of extremely high volumes. Our business hours are 9-5 EDT Mondays through Fridays. Emails received on Fridays and over the weekend are usually addressed within 2 business days.

We currently do not support customers through Instagram DMs or comments or Facebook messages. 

The best way to reach us is to fill out a support ticket here. :)