Question 1

Tracking Your Order

Accepted Answer

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!

Question 2

Shipping Expectations

Accepted Answer

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.

Question 3

Orders Lost After Delivery

Accepted Answer

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

Please submit a safe address and communicate with carriers about deliveries. Once the package shows as delivered we are unable to obtain additional information from our carriers or process claims. If you live in the US or Canada, we recommend using the free FedEx Delivery Manager tool to redirect packages to a secure FedEx location or put a temporary hold on deliveries if you’re unable to be home to receive packages.

If your tracking shows that the carrier has delivered your package, but you have not received it, you should contact FedEx immediately as they may be able to assist in the recovery of your package.

Question 4

Damaged Orders

Accepted Answer

If your package has been delivered and the contents or the packaging is damaged, we want to hear from you.

Please send us a photo of the damage and we'll work with you to resolve this in the form of a refund or credit.

Question 5

Expedited Shipping

Accepted Answer

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.

Question 6

Orders Lost in Transit

Accepted Answer

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.

Question 7

Customs

Accepted Answer

The majority of international orders will not contain import duties, VAT or taxes outside the US, however, we are testing collecting import duties and taxes on some orders.

If import duty, VAT, or other taxes are not collected at checkout, customers are responsible for these charges.

If your order contains import duties, VAT, or other taxes, charges are applied at the rate of the destination country. No further costs are incurred at the customs border.

If your order is being held in customs, we recommend reaching out to your local customs agency. Rejected packages will not be accepted or refunded.

Question 8

Managing Your FedEx Shipment (US and Canada Customers Only)

Accepted Answer

If you live in the US or Canada, with a free FedEx Delivery Manager account you can redirect your package to a FedEx pick-up location or place a package on temporary hold at no cost. You can redirect your package to a different address for a fee paid to FedEx. Click the above link for a full list of services available.

Question 9

Order Fulfillment

Accepted Answer

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.

Question 10

Orders Returned to Sender

Accepted Answer

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.

Question 11

Combined Shipping

Accepted Answer

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.

Question 12

Shipping Refunds

Accepted Answer

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

Question 13

Holiday Shipping Times

Accepted Answer

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

Domestic Ground/Home Delivery - Monday 12/16, 2pm
Domestic 2day - Thursday 12/19, 2pm
Domestic Overnight - Monday 12/23, 12pm
All International - Monday 12/16, 3pm

Question 14

Return Policy

Accepted Answer

Most orders are eligible for returns/store credit, with the exception of final sale items and made-to-order pieces.

The returns eligibility window is 10 days from the order delivery date. Customers may receive a refund on the original payment method if the request has been made up to the end of the 5th day. Any return requested on days 6 through 10 will receive store credit. All return requests made after 10 days of the order delivery date are ineligible for return and are considered final sale.

Start a return here.

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.

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 have 7 days to place a return in the mail after the return has been approved. After 7 days, the return will be canceled.

Misha & Puff is not responsible for items that are not approved for return.

If there was a mistake on the part of Misha & Puff or in the case an item was faulty or damaged, please contact us immediately. Customers may be reimbursed for the original delivery and provided a free return label.

Products must be returned in unwashed and unworn condition with all original tags and packaging included.

Only items purchased through shop.misha-and-puff.com may be returned.

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:

brooklyn@misha-and-puff.com
newburyport@misha-and-puff.com

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

All sale items are final sale and therefore not eligible for return, exchange or store credit. Please use our fit guide or the measurement charts listed on the products to determine your size, as sale items can not be returned. If you are unsure of what size to get, check out the size charts listed with each product or send us an email. We are always happy to chat with you.

We reserve the right to refuse returns, exchanges, and refunds at our sole discretion, including but not limited to the following circumstances:

Orders placed by bots or automated systems.
Orders suspected to be placed by resellers or for resale purposes.
Orders where freight forwarding services are used for shipping.

Refunds

Returns are typically inspected and processed within 14 days after receipt. This may take longer during times of higher volume.

Refunds may be processed for other reasons, including damages, lost packages, unavailable items, cancelations, etc.

After refunds have been processed and completed, it can take up to 30 days to reflect in your account.

Question 15

Exchanges

Accepted Answer

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.

Question 16

Combining Returns

Accepted Answer

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.

Question 17

Made to Order Returns

Accepted Answer

All Pre-Orders are made to order especially for you! Made to Order purchases are final sale and cannot be returned.

Question 18

Damaged or Defective Product

Accepted Answer

Every product is made with care and we have a rigorous quality assurance process. However, there are occasions when a damaged or defective item is received. Please reach out to us within the 10 day return window with information and photos of the defect you are seeing so we can work with you to resolve the issue.

Our damages policy for domestic orders is to issue a label to return the item to us and either issue a refund, send a replacement if available, or if possible, repair the item in-house for free.

Our damages policy for international orders is to issue a refund. At this time we are unable to offer replacements or in-house repairs to international customers.

We offer support for defects that appear after reasonable wear or washing following care instructions up to 2 months after delivery. Please note that all orders are considered final sale 2 months after the delivery date.

Question 19

Sizing

Accepted Answer

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!

Question 20

Restocks

Accepted Answer

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.

Question 21

Oversold Items

Accepted Answer

Due to a high volume of customers on the site at the same time, overselling of inventory can occur.

This issue is unfortunately unavoidable due to inventory and technical limitations.

If your order is affected by this issue, you will be contacted by our customer support team as soon as we are able to confirm it was oversold. We are committed to addressing any oversolds within one week of our launch. This may seem like a long time, but it takes some time to process all of our launch orders and an oversold item may not be discovered until most of our orders are processed. We thank you for your patience!

Question 22

Cotton vs Wool Fit

Accepted Answer

At Misha & Puff, all of our pieces are made out of the highest quality natural materials. You may notice fit differences between the same style depending on the season and collection. This reason for this is the material. In general, we use wool for our Fall/Winter knits and cotton for our Spring/Summer knits.

Cotton has much more of a rigid fit, that may stretch out over time, but returns to its original shape after washing. Wool has a lot more stretch, but as long as you do not leave it hanging, it will keep its original shape. We find these natural variations and qualities to be part of the beauty of our garments.

Question 23

Confetti and Space Dye Variation

Accepted Answer

All of our confetti and space dye garments are made with hand dyed yarns that create a one of a kind pattern through the knitting process. The result is a wide range of color and pattern variation. Each piece made with these special yarns are is truly unique, and that is why we love it!

Question 24

Retailers' Product Availability

Accepted Answer

We have a number of stores domestically and internationally that carry our styles. We do not have up to date information on what they have available but you can reach them out directly. Here is the link to our Child stockists and here is the link to our Adult Stockists!

Question 25

Caring for your Misha & Puff

Accepted Answer

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.

Question 26

When is the next Misha & Puff launch?

Accepted Answer

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! 💛

Question 27

Logging into Your Account

Accepted Answer

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.

Question 28

Privacy

Accepted Answer

In accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please see here.

Question 29

Deleting Your Account

Accepted Answer

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.

Question 30

Shopping Without an Account

Accepted Answer

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.

Question 31

Wish Lists

Accepted Answer

To access your wish list, please make sure you are logged in to your account and then click this link here.

Question 32

Sharing Customer Account Access

Accepted Answer

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.

Question 33

Taxes

Accepted Answer

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.

Question 34

Payment Methods

Accepted Answer

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.

Question 35

Discount Codes

Accepted Answer

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.

Question 36

Gift Cards

Accepted Answer

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.

Question 37

Price Adjustments

Accepted Answer

Price adjustments can be made on items that go to final sale (not a promo code sale) within 7 days of your full-priced order.

At the time of the request, the exact style, color, and size of an item must be available for purchase.

We are unable to offer price adjustments on items originally purchased on sale or on any special promotion items that are temporarily reduced in price.

Price adjustments will be given in the form of store credit only.

Question 38

Introducing Buy Now, Pay Later with Shop Pay

Accepted Answer

Split your purchase into 4 easy payments—with no hidden fees, no surprises!*

How it works

1. Add items to your cart.

2. Check out with Shop Pay.

3. Choose to pay in 4 installments.

Your first payment will either be due at checkout or 2 weeks after your purchase. The next 3 remaining installments will be automatically charged to your card saved on Shop Pay every 2 weeks. And don't worry, you'll get an email reminder before each payment to keep you in the know.

Quick approval

Get a real-time decision

Easy payments

Split your purchase into 4 easy payments.

No hidden fees

0% interest payments with no surprises.

What’s more—when you check out with Shop Pay, the delivery emissions from your order are automatically offset for free.

Shop Pay Installments FAQ

What is the option to pay in installments on Shop Pay?

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

Will using the installments feature on Shop Pay impact my credit score?

No, if you choose to pay in installments through Shop Pay, there will be no impact to your credit score. For Shop Pay installments, Affirm will not report to credit bureaus.

Which payment methods are accepted if I use the option to pay in installments on Shop Pay?

The installments option on Shop Pay is available on debit and credit cards.

Are there late fees?

No, there are no late fees if you miss a scheduled payment.

What if I make a return on a purchase made through installments with Shop Pay?

If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.

If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.

If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.

How can I manage my Shop Pay account or change payment methods and addresses?

You can manage all of these settings through the Shop portal here.

If you have more questions about how Shop Pay works, they have a great article about it here.

I have more questions!

For questions about installment payments on Shop Pay, visit shop.affirm.com/help. For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.

*Payment options are offered by Affirm and are subject to eligibility check and may not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license 60DBO-111681.

Question 39

Using Store Credit

Accepted Answer

If you have a Misha & Puff store credit balance in the form of an eGift Card, at CHECKOUT there is a field where you can apply a gift card or discount code. Multiple gift cards and discount codes may be applied.

Store credit cannot be applied to shipping charges at cart or checkout. 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.

Question 40

Finding Your Store Credit Balance

Accepted Answer

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.

Question 41

Gift Notes & Wrapping

Accepted Answer

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.

Question 42

Order with Missing or Incorrect Items

Accepted Answer

If you are missing an item from your order, please reach out to us so we can go over your options. Our missing items policy for domestic orders is to offer a replacement if available or issue a refund. Our missing items policy for international orders is to issue a refund. At this time we are unable to offer reshipments to international customers.

You should also check your email and spam folder to make sure you did not receive an "Out of Stock" notice from us. If you haven’t received this notice, please contact us and someone from our team will be happy to help.

If you use a package forwarding service for deliveries, your items may have been misplaced at the forwarding location. Please contact this service directly regarding your package. Misha & Puff is not responsible for items not received if a third-party freight forwarding or mail redirection was used.

Question 43

Oversold Orders

Accepted Answer

Due to a high volume of customers on the site at the same time, overselling of inventory can occur.

This issue is unfortunately unavoidable due to inventory and technical limitations.

If your order is affected by this issue, you will be contacted by our customer support team as soon as we are able to confirm it was oversold. We are committed to addressing any oversold orders within one week of our launch. This may seem like a long time, but it takes some time to process all of our launch orders and an oversold item may not be discovered until most of our orders are processed. We thank you for your patience!

Question 44

Order Edits, Address Changes and Cancelations

Accepted Answer

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.

Question 45

Checking Order Status

Accepted Answer

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.

Question 46

Made to Order Returns, Exchanges, and Cancellations

Accepted Answer

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.

Question 47

Made to Order Address Changes

Accepted Answer

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

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.
Enter the new delivery address details and click “Update Address.”
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.

Question 48

Made to Order Capacity

Accepted Answer

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.

Question 49

Paying for Made to Order

Accepted Answer

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

Question 50

Made to Order Status

Accepted Answer

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

Question 51

Glitchy Behavior

Accepted Answer

Misha & Puff is on Shopify Plus, the premier enterprise e-commerce platform built for massive scale. If necessary, our website is set up to handle millions of simultaneous customers. The platform is also designed to slow down bot activity and any other automated shopping tools that give customers an unfair advantage. During times of high web traffic, customers can sometimes refresh our site at such high frequency that Shopify mistakes the activity for a bot. When you are seeing this kind of behavior, please wait a bit before clicking again. If this issue persists, please clear your cookies.

Question 52

Order Confirmation

Accepted Answer

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.

Question 53

How Back in Stock Alerts Work

Accepted Answer

Our Back In Stock program notifies people who signed up earliest first.

Those who have been waiting the longest for an item are notified first as one batch of notifications. If the product is still in stock after the first batch, another batch goes out to those who were waiting next longest and that continues until no inventory is left for that specific item. Once someone has been notified, they are removed from the line and will have to sign up again for alert for that item, being placed at the back of the line again.

Why don't you notify all people that are waiting in one batch?

There are a couple reasons we don't do this.

People who have wanted this item for a long time will have priority.
Theoretically if we got 5 sweaters back in stock, to email 1,000 people at the same time would not make a lot of sense. 995 of those people would get emails and then open the product page to see that it's not in stock.

Question 54

Blocked Orders

Accepted Answer

We do not and have never blocked customers. In reality, with all the privacy settings built into today's modern web browsers, we don't have the ability to block anyone in any reliable way. We do cancel orders if we suspect that they were placed by a bot, but that is only after the order transaction has been completed. If you are experiencing difficulty with our site, please provide customer support with a detailed explanation of the issue you are seeing and we will pass it onto the Shopify technology team.

Question 55

Making More to Suit Demand

Accepted Answer

Due to the hand-made nature of our fibers, dying and hand-knitting processes, we are limited on what we can make for every collection. Lead times are quite long and we plan our seasonal purchases significantly in advance because of this. In most cases, we are not able to restock inventory within the same season.

As a growing company, we are incredibly fortunate to have great demand for our products. But due to this same reason, we are not able to guarantee that every person will be able to get the item they are coveting.

Question 56

Second Hand Market

Accepted Answer

We are sincerely amazed by the response Misha & Puff has received in the second hand market.

We’ve watched the resale market grow alongside our business, and we love the enthusiasm our community has for our work! We continue to scale our production, but the demand outweighs the inventory available. We are glad to see the products maintain their value year after year, but we do not support the flipping of our products for extremely high prices.

Our team is small, and we are unable to accommodate the policing of reselling, flipping, or fake product. Because of this, we ask our community to be considerate and thoughtful around secondary marketplace, buying, and selling. The best way to combat this culture is to not engage with resellers listing product at these prices.

Question 57

Knitting Patterns

Accepted Answer

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.

Question 58

Bots and Automated Shopping Tools

Accepted Answer

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.

Question 59

Customer Service Policy

Accepted Answer

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. :)