Find answers fast.
Are you able to mail physical gift cards?
Yes! When you purchase a gift card through our website you will only receive a digital gift card.
If you would prefer a physical card mailed to you please reach out to email@example.com and we will send one out from the studio!
PLEASE NOTE: When sending physical gift cards, we will usually always drop these items in the mail in an envelope with a stamp. If you would prefer this items to be sent with tracking there may be a separate shipping fee.
Can I have a price adjustment if an item goes on sale after I purchase?
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.
Can you apply a gift card after a purchase?
We are able to retroactively apply gift cards to any order placed on our site after the credit has been issued. Please allow 48 hours for the refund to be processed. It may take up to 30 days for it to appear on your card.
Can you combine my gift cards into one code?
Unfortunately, we are not able to combine multiple gift cards onto one, but are able to retroactively apply more than one gift card on any order after it is placed on our site.
Do you sell gift cards?
Yes we do! 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 to you please reach out to firstname.lastname@example.org and we will send one out from the studio.
What payment methods are available?
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.
We currently offer the following for your convenience:
- Credit/Debit Card
- Shop Pay
- Apple Pay
Why didn't my discount code work?
Please check that the code has been entered exactly as it appears. Our discount codes are case sensitive, so make sure the appropriate letters & 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 to orders.
Any coupons received by email can be applied to any Basics, Layette, & past season’s product. No discounts codes can be applied to the current season’s collection unless otherwise stated.
If at this point your code is still not working, please contact us and our team will be able to advise you further.
Why haven't I received my gift card?
Your gift card should appear in your emails within 24 hours of purchasing.
If you have still not received it, please contact us!
Why won't my payment go through?
If you are having a hard time completing your 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 After Pay 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, lease try an alternative payment method or contact us and we will do our best to get everything sorted out for you.
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.
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.
Does Shop Pay Installements have 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.
I have more questions about Shop Pay Installments
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.
Can I make an exchange?
Misha & Puff does not offer exchanges.
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 our limited inventory, we can not guarantee that the item you are looking for will be in stock.
Can I return my Preorder?
All Pre-Orders are made to order especially to you. All Pre-Orders are final sale & cannot be returned.
How do I make a return?
All return requests should go through our Returns Portal.
When your return is approved by our team, we will send you a returns label.
Please include the name of the product you'd like to return, the size and color of the item and the reason for making a return.
What is your Refunds Policy?
All returns will be processed within 7-10 business days of them arriving to our studio.
There may be additional times when refunds are processed, including damages, lost packages, inventory holds, cancelations, etc. After refunds have been processed & completed, it can take up to 30 days to appear on the customer account.
What is your Return Policy?
Most domestic items are eligible for returns/store credit, with the exception of final sale items and made-to-order pieces.
Returns requested within 7 days of delivery are eligible for a refund on the original payment method, and all requests after 7 days but within 14 days are eligible for store credit only.
All return requests made AFTER 14 days of delivery are ineligible for return, and are considered final sale.
All international orders are final sale and not eligible for return or exchange.
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.
Once your return request is approved, a shipping label will be sent to you to send your item back to us. We kindly ask that packages are mailed back within 5 days of receiving the label.
Products must be returned in unused, unwashed and unworn condition with all original tags and packaging included.
Clients are responsible for return shipping charges. If there was a mistake on the part of Misha and Puff or in the case an item was faulty or damaged, client will be reimbursed for both delivery and return shipping charges.
Misha and Puff DOES NOT accept liability for shipping loss or damage of returned goods.
Only items purchased through shop.misha-and-puff.com may be returned. Items purchased through our wholesale partners must be returned to the place of purchase.
All returns are processed within 7-10 days of arriving at our studio. After refunds have been processed & completed, it can take up to 30 days to appear on your account. Customers are responsible for return shipping charges.
Please create a return request at shop.misha-and-puff.com/a/returns.
Please include the name of the product you'd like to return, the size and color of the item and the reason for making a return (we love hearing all your feedback).
Can I still order from your site? Are you still shipping orders?
Our site is open, we are still currently shipping. And we are always available from 9AM-5PM Eastern Monday through Friday at email@example.com.
Can I still request returns?
All return requests should go through our Returns Portal. When your return is approved by our team, we will send you a returns label.
I need to make a return but I cannot leave my home. What should I do?
Please reach out to us at firstname.lastname@example.org, and let us know your situation. We know this is a very difficult time for everyone, especially in cities currently shut down. We will work with you on this!
Our returns labels are almost always USPS. You may be able to request a pick up right at your house here.
Learn more about how we are dealing with COVID-19
While we all make our way through these uncharted waters, all of us at Misha & Puff want you to know that we are still here! We have closed our offices for the time being but continue to be connected remotely.
Things are shifting daily and we are learning how to shift too, as a small business, as parents and as neighbors and community members. We hope that you and your family are staying safe finding ways to enjoy your time at home.
We’ve put together a list of questions we have been seeing a lot these past few weeks with all the answers. Not seeing yours? Let us know here!
My order is stuck in customs and hasn't moved for a while. What is happening?
Unfortunately due to the current state of affairs globally & the pandemic, we have seen a lot of orders taking longer to make it to their destinations than expected.
We have spoken with our representatives from shipping carriers, who have advised us that many countries are experiencing delays in customs clearance due to COVID-19. But don't worry! Your order is on its way to you, and should be moving again very soon.
Can you cancel my order?
Misha & Puff is NOT able to alter or cancel orders after they have been placed.
If you have a concern about your order, please contact us. Once your order has been shipped, you may exchange or return for store credit (unless not applicable).
Can you change my address?
Misha & Puff is NOT able to alter orders or change an address after they have been placed.
Please double check your address prior to placing your order.
Exceptions to these rules can be made in the case of a Preorder or Made to Order item UNTIL the product has arrived at our warehouse and is in process.
Can you edit or alter details on my order?
Misha & Puff is unfortunately NOT able to alter orders after they have been placed.
Please double check your address and order prior to placing your order.
Can you gift wrap my order?
Unfortunately, we are unable to add a gift note to orders at this time, but all of our items are wrapped in tissue with M&P wrapping paper.
We treat every order as if it's a gift, with no prices appearing on the receipt within.
There's an item missing from my order, what should I do?
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 & spam folder to make sure you did not receive an "Out of Stock" notice from us. If the correct item is still in stock, we will send out a replacement as soon as possible. if you haven’t received this please contact us and one of our advisors will help you further.
When will my Pre-Order be shipping?
Whenever we do Pre-Order, the estimated shipping date will be contained in the description of the item on the product page. This will also be repeated at checkout. This date is an estimate on when we will be able to begin shipping once the items arrive from Peru. If for some reason there is a delay on this, we will reach out and keep you up to date. If you feel you have should have received your item, please contact us.
Can you change my shipping method?
We are not able to change shipping methods after an order is placed.
Can you combine shipping on multiple orders?
At this time we do not have the ability to combine orders due to technical limitations at our warehouse.
Combining orders can lead to inventory loss, and a breakdown in process we cannot support.
Can you expedite my international order?
After an order is placed on our site, we are unable to change the shipping method chosen at check out.
At this time we are unable to offer expedited international shipping.
Do you ship internationally?
Yes we do!
Shipping rates depend on your individual country.
All international orders are considered final sale once shipped and are therefore ineligible for refund or exchange.
Please be advised that we are unable to process shipping address in non-english characters at this time. If you have any issues with translation to english characters please contact us to open a support ticket.
How can I track my order?
When your order has shipped, you can follow the link included in your shipping confirmation to track your order through our site.
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!
How long will a domestic order take to arrive?
We ship from Indiana using UPS and your orders should be delivered within 10-14 business days from the time the package leaves our facility.
If you would like to receive your order faster, please choose from our expedited shipping methods at the time of check out. We are unable to upgrade to expedited shipping methods after the order has been placed.
How long will an international order take to arrive?
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 ofter a store credit for the full order, with an upgrade to a full refund after 8 weeks.
I've received the wrong order. What should I do?
If you receive the incorrect items in your package, please let us know as soon as you can at email@example.com. We can work with you to correct this issue, and we will begin a return.
Due to our limited inventory, we can not guarantee a replacement for your original order.
Is my order lost?
It's a rare occurrence, but packages are sometimes lost in transit.
If you have a domestic tracking number and it has not seemed to move, 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.
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 ofter a store credit for the full order, with an upgrade to a full refund after 8 weeks.
My Order is being held in customs. What should I do?
All customers are responsible for import duty, VAT, or other taxes outside the US, and these charges are not included in the cost of shipping.
International orders are shipped via DDU.
Unfortunately, we are unable to mark merchandise as "gift" or "no commercial value". Refusing to pay duties will not return your package to Misha & Puff and no refunds will be issued.
If your order is being held in customs, we recommend reaching out to your local customs agency for details on cost, and what additional information is needed to get your order released.
My order is marked delivered but I have not received it. What should I do?
If your tracking shows that the carrier has delivered your package, but you have not received it, please reach out and we will issue a refund.
My package arrived damaged. What should I do?
If your package has been delivered and the contents or the packaging is damaged, we want to hear from you.
We have upgraded boxes and mailers to provide sturdy, shippable packaging so this should not happen.
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.
When will my order ship?
Our usual order processing time at our warehouse is within 2 business days.
However, during times of high volume such as launch days and holidays it may take up to one week for your order to ship out. We appreciate your patience.
Why are there taxes on my order?
Misha & Puff charges taxes based on state regulations.
Taxes are calculated according to state rules, exemptions and thresholds.
Will I be responsive for import duty, VAT, or other taxes outside the US?
Yes, all customer are responsible for import duty, VAT, or other taxes outside the US.
Please note: We are unable to estimate the total amount of taxes or duties that may be due at the time of delivery. Customers with shipping addresses outside the US are responsible for all duties, import taxes, and brokerage fees. These are not included in the cost of shipping or handling of your order. Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs.
Unfortunately, we are unable to mark merchandise as "gift" or "no commercial value". Refusing to pay duties will not return your package to Misha & Puff and no refunds will be issued. Please be familiar with the duties your country levies on imports, we have no control over those amounts and will not be held liable.
Can you tell me which of your stores have a certain style?
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 stockists!
I have received an item that is damaged or defective. What should I do?
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 at firstname.lastname@example.org with information & photos of the defect you are seeing so we can work with you to resolve the issue. Our policy for damaged items is to issue a label to return the item to us and issue a refund.
Is an item in my order oversold?
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 & technical limitations.
If your order is affected by this issue, you will be contacted & refunded 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 & understanding.
What size should I buy, and how do your sizes run?
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 than the size range indicated.
Our sizing is based on a child in the 50th Percentile. This is a great gauge on whether or not you should size up, or size down:
Child Growth Percentile Calculator
Also, we are big fans of sizing up (i.e. if your baby is a big 4 month old, get the 6-12 month size) If you are unsure of what size to get, check out the size charts listed with each product or open a support ticket, we are always happy to chat with you.
You can also ask questions for specific pieces right on the website! Just click “Ask a Question” on the product page and we will answer you there.
When do you do restocks & how do they work?
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 Contact Me When Available.
Restocks typically go up on our website due to returns coming back, or additional shipments coming in from Peru! These shipments arrive at our warehouse, and are typically processed within 24 to 72 hours. Upon processing, these restocks will begin appearing on the website as the inventory is synced, which can be at any point during this time period.
We wish that this could happen a perfect time for all of our customers, but a time that is convenient for some people in one country may be the middle of the night in another country! Instead, we operate on what our warehouse feels is an appropriate time for our tech systems.
Do I need an account to make an order?
If you do not want to set up an account with us we have the option to checkout as a guest in our regular store. All you'll need is your contact and shipping information!
If you are intending to use the Preview Cart feature on our site, you WILL need to create an account. Follow this link to get started!
How can I access my wishlist?
To access your wish list, please make sure you are logged in to your account and then click this link here.
How can I delete my account?
If you would like to delete your account and have all of your information removed from our user database, please contact us at email@example.com.
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.
How do I reset my password?
If you can't remember your password, we'll need to reset that for you. Simply click here to change it.
How do I unsubscribe from your newsletter?
Click unsubscribe at the bottom of any newsletter or email your receive from us. We love hearing feedback from our customers, good and bad! Please let us know why you have decided to unsubscribe.
If you would also like to delete your account completely, contact us and we can remove your information from our database.
I'm having trouble signing in to my account, what should I do?
If you cannot remember your password, please try resetting your password using the "Forgot Password" link on the login form. If this still doesn't work please contact us and we can help you.
Is my personal information kept private?
How can I get Misha & Puff patterns?
You can purchase all available Misha & Puff patterns here.
We are unfortunately 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 M&P designs & production notes are our own & subject to copyright.
Regarding The Second Hand Market
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.
What are order limits?
Due to the limited nature of our collections and the high demand, there may be order limits put in place on our site on launch days, varying from inventory & household caps.
These limits may differ from launch to launch, and will be posted on our Launch Guidelines page ahead of time. Please visit the link below to familiarize yourself in preparation.
What is your Customer Service Policy?
We are committed to respond to your questions and issues within 48 hours, but this can vary at time 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 be addressed within 2 business days.
The best way to reach us is via email at Help@misha-and-puff.com. We are a small team and are committed to making client experience a priority.
Why don't you make more?
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.
What is your policy on bots or 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.
Can I share my login account with family and friends?
No. 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. We encourage our customers to be conscientious consumers by buying thoughtfully and by buying less.
Why was my order 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 Knitted Together account with anyone and wait at least a minute between orders. If you have any follow-up questions, please contact customer support.
Where is my order confirmation?
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, send contact us with your order number, or the last 4 digits of your credit card and we can find your order for you.
Why did someone get a Back in Stock alert, but I didn't?
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.
Why was I blocked from making a purchase?
We are sorry you are having difficulty with our site. 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 service a detailed explanation of the issue you are seeing and we will pass it onto the Shopify technology team.
I am seeing glitchy behavior from your website and broken web pages. Please fix it!
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.
When do I receive store credit?
You will receive store credit when a credit is issued to you by an M&P team member, or for any additional costs that are not eligible for a refund to your card. Store credit does not expire.
Where can I see my store credit balance?
Your store credit balance can be viewed on your 'My Account' page, and will also show when and why you received credits. To find your account page, click on the Knitted Together link in the upper right-hand corner of the site.
How do I apply my store credit?
Store credit can be applied quickly during checkout, either on your cart page or during the checkout process. Your credit balance will be applied to your total with a one time use code. Store credit can not be applied to shipping charges at cart or checkout.
Help! I forgot to apply my store credit during checkout.
No problem! Just contact us at firstname.lastname@example.org with the information and we will retroactively take care of it for you.
Can I use store credit for my shipping fees?
Unfortunately no, store credit only works on products in our store and will apply before shipping is calculated. Any shipping discounts you qualify for will still apply separately, including free shipping above a certain dollar amount.
Can I use store credit on taxes?
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.