Refund policy

We want you super happy with your new Pointe Puffs, so we have a 30-day return policy, for orders within the United States, which means you have 30 days after receiving your item to request an exchange or return. Wear and tear items will not apply. (Please see below for more details on wear and tear). Exchanges will be sent out once we receive your return. The fastest way to ensure you get what you want, is to return the item you have, and make a separate purchase for the new item.  Once we receive your return, we will process your refund.

Original shipping charges are non-refundable unless the return is due to our error (wrong item or defective product). Free returns include a prepaid return label.

International orders outside of the United States are not eligible for a return or refund policy. Please contact us for any issues. We suggest also contacting us before you order, so we can help you choose the best product that fits your needs.

To be eligible for return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We understand that you may have tried on the toe pads which will result in some fabric wrinkles. On the other hand, wear and tear will not be accepted. Please, also provide us with your order #.

To start a return, you can contact us at pointepuffs@gmail.com. Please note that items will need to be sent to the following address: 540 SW 113th Terr, Pembroke Pines, FL 33025

If your return is accepted, we’ll send you a free return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at pointepuffs@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. Please be aware that Pointe Puffs are handmade, therefore minor flaws may be normal. This doesn't affect their performance, in any way.

Exceptions / non-returnable items

Please keep in mind that Pointe Puffs are durable as long as they're taken care of. Worn in pointe shoes, they go through a lot of wear and tear. Please be mindful in handling them so that they last longer. Do not pull them vigorously off your toes after being worn and do not wear them directly on taped toes. Please note that if foam tears, it will still do its job. We cannot accept returns on misused Pointe Puffs.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The best way to ensure you get what you want is to contact us on what you’d like to exchange. Return the item you have, and once the return is accepted, we’ll send out the exchange with your new item. For quicker delivery, you may place a new order and do the return separately.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded the product amount on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at pointepuffs@gmail.com.