Refund policy
Custom Items
Due to the nature of the product, we unfortunately cannot cancel or offer returns for custom orders. We only offer replacements in the case of defects or damage.
NON-CUSTOM ITEMS
You may return a product for up to 30 days from the date of delivery.
Items must be unused, in the same condition you received them, and in the original packaging. Please keep your receipt or proof of purchase. Refunds will be issued to the original payment method after we receive and inspect the returned item(s).
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Sale Items: Sale items can still be returned within 30 days, but we do not offer free return shipping on discounted products.
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Hygiene Products: Returns are only accepted for hygiene items that are unused, in sealed packaging.
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Exchanges: Exchanges are accepted if requested within 30 days of delivery. We’ll issue store credit or send your replacement item upon receiving your return.
Refund Timing:
Refunds may take 3–7 business days to appear in your account, depending on your payment provider.
Easy Return and Exchange Process
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Contact us at contact@softfollybrand.com to request a return or exchange.
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We’ll send you instructions and a return label (if applicable).
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Send the item back with the completed return form.
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Once received and approved, we’ll issue your refund or ship your replacement within 24 hours.