easy returns 
We want you to be completely happy with your purchase. Customer satisfaction is very important to us so we offer a 100% satisfaction guarantee on all products. If you are not completely happy with your purchase for any reason simply follow the steps below for a refund or exchange.
how do I return an item?
Merchandise may be returned up to 14 days from the date of delivery for a full refund, minus the cost of delivery. Simply contact us for a return merchandise authorization number (RMA) and mark the number on the outside of the parcel to be returned to us. After 14 days, and up to 30 days, we will gladly issue a store credit or exchange an item.
Items must be unworn/unused and in original condition with any merchandise tags still attached. Skincare items, such as soaps and bubble bath, must be unopened with any seals still intact. Wallpaper and wall stickers must be unopened, unused and in its original packaging. Please include the original packing materials and the sales invoice we sent to you with your purchase.
how do I exchange an item?
Contact us for a return merchandise authorization number (RMA) and mark the number on the outside of the parcel to be returned to us. Please note that shipping charges will apply to exchanges. Items may be exchanged up to 30 days from the date of purchase.
can I return or exchange a sale item?
All sale items or items bought using a discount coupon are final sale and cannot be returned or exchanged.
can I exchange a gift?
Yes – if you have received an unsuitable gift please contact us for a return merchandise authorization number (RMA).
can I return faulty items?
Of course. All items are inspected before they are despatched, however, if any item is found to be defective on arrival please contact us to arrange for a replacement to be sent or to arrange a refund. We will pay the postage costs for the return of any faulty item and for its replacement.
what about merchandise damaged in transit?
We take great care to package your purchases so that they reach you in perfect condition. In the unlikely event that you receive an item in less than perfect condition please contact us immediately and we will work with you to sort out the best solution on a case-by-case basis.
how long will it take to receive a refund?
You will be credited for any returned items as soon as they are received.
what else should I know?
Please note that:
- delivery costs for any returned item is your responsibility
- we cannot be held responsible for any packages lost or damaged in transit - for your peace of mind we recommend insuring your return package and using a carrier that provides tracking numbers
- sale or discounted items and items that are no longer stocked by Purl Mama cannot be returned
- we do not charge restocking fees
- custom items that are made to order or are personalized cannot be returned (unless they are faulty)
any questions?
If you aren’t sure about any of these details or have any further questions about our return and exchange policy please contact us . We'd love to help.
