# misha-and-puff

> Public Help Center articles for misha-and-puff.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

This Help Center uses a one-page layout for browsers; the links below are dedicated Markdown article representations for LLM readers.

## Articles

- [Tracking Your Order](https://help.misha-and-puff.com/en-US/tracking-your-order-62384.md): Once your order has shipped, you can follow the link included in your shipping confirmation to track your order. You can also look up an order status or find order tracking here or find your order tracking on your account page.
- [Shipping Expectations](https://help.misha-and-puff.com/en-US/shipping-expectations-62385.md): Every year we have been surprised by the amount of interest in Misha & Puff. We have customers who have been with us since day one. And, we have bursts of new folks with each new season. Everyone is welcome. Sustainable growth has
- [Combined Shipping](https://help.misha-and-puff.com/en-US/combined-shipping-62428.md): 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
- [Expedited Shipping](https://help.misha-and-puff.com/en-US/expedited-shipping-62404.md): 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 additio
- [Customs](https://help.misha-and-puff.com/en-US/customs-62411.md): We now ship international orders Delivered At Place. (DAP). This means M&P will handle:. Customers will be responsible for:
- [Orders Lost in Transit](https://help.misha-and-puff.com/en-US/orders-lost-in-transit-62405.md): It's a rare occurrence, but packages are sometimes lost in transit. 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
- [Orders Lost After Delivery](https://help.misha-and-puff.com/en-US/orders-lost-after-delivery-62399.md): 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,
- [Orders Returned to Sender](https://help.misha-and-puff.com/en-US/orders-returned-to-sender-62427.md): 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
- [Shipping Refunds](https://help.misha-and-puff.com/en-US/shipping-refunds-372012.md): Shipping charges are non-refundable under any circumstances except cancellations.
- [Holiday Shipping Times](https://help.misha-and-puff.com/en-US/holiday-shipping-times-969421.md): Holiday Shipping Cut-off TimesGuaranteed 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 P
- [Return Policy](https://help.misha-and-puff.com/en-US/return-policy-62371.md): 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 sto
- [Store Purchases & Third-Party Retailers](https://help.misha-and-puff.com/en-US/store-purchases-and-third-party-retailers-4315743.md): 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, sec
- [Starting a Return](https://help.misha-and-puff.com/en-US/starting-a-return-62406.md): All return requests should go through our Returns Portal. When your return is approved by our team, we will send you a return label. Please include the name of the product you'd like to return, the size and color of the item, and the reason for
- [Exchanges](https://help.misha-and-puff.com/en-US/exchanges-62379.md): 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
- [Return Condition Requirements](https://help.misha-and-puff.com/en-US/return-condition-requirements-4315099.md): All returned items must be:. 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
- [Return Labels](https://help.misha-and-puff.com/en-US/return-labels-62375.md): 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 shipp
- [International Orders](https://help.misha-and-puff.com/en-US/international-orders-4315170.md): 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 packa
- [Gift Returns](https://help.misha-and-puff.com/en-US/gift-returns-4315742.md): 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:. This information allows us to:
- [Combining Returns](https://help.misha-and-puff.com/en-US/combining-returns-62382.md): Customers may initiate a return for items across different orders through our Returns Portal. When initiating a return, instead of entering an order number, you would enter your email address instead. This will pull up all of your orders. Please
- [Damaged or Defective Product](https://help.misha-and-puff.com/en-US/damaged-or-defective-product-62368.md): 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 wi
- [Sizing](https://help.misha-and-puff.com/en-US/sizing-62374.md): The age range in our sizing should be used as a guideline. Babies come in all shapes and sizes and there is no universal sizing to fit all. But luckily, knits are very stretchy! You will find that for most styles your pieces will last longer
- [Restocks](https://help.misha-and-puff.com/en-US/restocks-62378.md): 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
- [Caring for your Misha & Puff](https://help.misha-and-puff.com/en-US/caring-for-your-misha-and-puff-107431.md): 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 yo
- [When is the next Misha & Puff launch?](https://help.misha-and-puff.com/en-US/when-is-the-next-misha-and-puff-launch-381430.md): 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! 💛
- [Logging into Your Account](https://help.misha-and-puff.com/en-US/logging-into-your-account-62365.md): 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.
- [Deleting Your Account](https://help.misha-and-puff.com/en-US/deleting-your-account-62377.md): If you would like to delete your account and have all of your information removed from our user database, please contact us at help@misha-and-puff.com. We want feedback from our customers, good or bad! Please let us know why you have decided to
- [Shopping Without an Account](https://help.misha-and-puff.com/en-US/shopping-without-an-account-62383.md): 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 cre
- [Sharing Customer Account Access](https://help.misha-and-puff.com/en-US/sharing-customer-account-access-62407.md): 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.
- [How does Early Access work and what is the loyalty program?](https://help.misha-and-puff.com/en-US/how-does-early-access-work-and-what-is-the-loyalty-program-4689065.md): 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
- [Taxes](https://help.misha-and-puff.com/en-US/taxes-62369.md): Taxes are calculated according to state rules, exemptions and thresholds. Taxes are non-refundable under any circumstances except cancellations. Change of
- [Payment Methods](https://help.misha-and-puff.com/en-US/payment-methods-62391.md): All quick pay options will no longer be available on children's product pages, but can be found on our adult product pages. All payment methods and quick pay options can be found on the checkout page.
- [Discount Codes](https://help.misha-and-puff.com/en-US/discount-codes-62393.md): 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
- [Gift Cards](https://help.misha-and-puff.com/en-US/gift-cards-62409.md): 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 and will be sent to you electronically via email. If you would prefer a physical card mailed
- [Using Store Credit](https://help.misha-and-puff.com/en-US/using-store-credit-238252.md): 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
- [Finding Your Store Credit Balance](https://help.misha-and-puff.com/en-US/finding-your-store-credit-balance-238301.md): 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.
- [Gift Notes & Wrapping](https://help.misha-and-puff.com/en-US/gift-notes-&-wrapping-62372.md): 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 ord
- [Order with Missing or Incorrect Items](https://help.misha-and-puff.com/en-US/order-with-missing-or-incorrect-items-62390.md): If you are missing an item from your order, please reach out to us so we can go over your options. 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
- [Order Edits, Address Changes and Cancelations](https://help.misha-and-puff.com/en-US/order-edits-address-changes-and-cancelations-62425.md): 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 order
- [Checking Order Status](https://help.misha-and-puff.com/en-US/checking-order-status-381429.md): 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.
- [Made to Order Returns, Exchanges, and Cancellations](https://help.misha-and-puff.com/en-US/made-to-order-returns-exchanges-and-cancellations-62403.md): 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
- [Made to Order Address Changes](https://help.misha-and-puff.com/en-US/made-to-order-address-changes-62381.md): While we do not typically allow address changes, if you need to make an adjustment before your order is scheduled to ship, you can edit your Made to Order shipping address directly on our site.
- [Made to Order Capacity](https://help.misha-and-puff.com/en-US/made-to-order-capacity-62373.md): 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
- [Paying for Made to Order](https://help.misha-and-puff.com/en-US/paying-for-made-to-order-62396.md): 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 S
- [Made to Order Status](https://help.misha-and-puff.com/en-US/made-to-order-status-708540.md): To check on the status of a Made to Order pre-order, please visit our MTO Status Updates Page.
- [Order Confirmation](https://help.misha-and-puff.com/en-US/order-confirmation-62392.md): 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
- [Knitting Patterns](https://help.misha-and-puff.com/en-US/knitting-patterns-62418.md): 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
- [Bots and Automated Shopping Tools](https://help.misha-and-puff.com/en-US/bots-and-automated-shopping-tools-62422.md): 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
- [Customer Service Policy](https://help.misha-and-puff.com/en-US/customer-service-policy-62423.md): We are committed to respond to your questions and issues within 48 hours, but this can vary at times of extremely high volumes. Please note our business hours are 9-5 EDT Mondays through Fridays. Emails received on Fridays and over the weekend will