Return & Refund Policy

Last updated: October 21, 2026

Everything we handle runs on one of three clocks. Canceling an order is a matter of minutes. A replacement for something that arrived damaged, defective or wrong is a matter of days. A return because you don't want the item is a matter of weeks — it travels to our returns center in the United Kingdom, is inspected there and comes back to you as a refund. This policy is organized by those three clocks, as Route 1, Route 2 and Route 3, so you can go straight to the one you need; the sections after them explain what "unused" means for blankets and loungewear, what isn't a defect, and the rules that apply on every route. Nothing is ever shipped back to us without an email first. These terms cover orders delivered in the United States.

Which route is yours?

• You placed the order less than 5 minutes ago and want to stop it → Route 1 (minutes).
• Your item arrived damaged, is missing a piece or isn't what you ordered → Route 2 (days).
• The item is fine, but you don't want it — wrong size, wrong color, not what you pictured, no longer needed → Route 3 (weeks).

Route 1 — minutes: canceling an order

Every confirmed order is sent to our fulfillment center automatically and moves into packing within minutes. That's why an order can only be canceled or changed within 5 minutes of being placed. Email support@plushridge.com right away with your order number and "CANCEL" in the subject line; the time your email reaches us is what counts, and we confirm every cancellation in writing. A canceled order is refunded in full to the original payment method, including any Shipping Protection fee.

Once the 5 minutes have passed we're unable to stop, change or cancel the order — including if you've changed your mind, found the item elsewhere or are concerned about the delivery time — and the same applies to address changes. We'll reply with our return instructions instead: accept the delivery and follow Route 3, at your own cost, to our returns center in the United Kingdom. Refusing the package at the door doesn't count as a cancellation or a return (see our Shipping Policy, "Subject: My address was wrong, or I missed the delivery").

Route 2 — days: damaged, defective, missing or wrong on arrival

This route doesn't involve shipping anything back and doesn't cost you anything, but its clock is short.

Within 3 business days of delivery: tell us. Email us within 3 business days of the delivery date recorded by the carrier, before putting the item into use, with your order number and clear photos: a close-up of the problem, the whole item laid flat, its label and — for transit damage — the outer packaging with the shipping label, taken before the box goes out for recycling. Those photos are what our claim with the carrier rests on; without them it can't be filed.

What qualifies: a hole, tear, scorch mark, broken zipper or large open seam present on arrival; a missing item, piece or accessory (the bottoms of a pajama set, a storage bag, a belt); an item that differs from your order confirmation (wrong design, size, color or variant); or damage caused in transit. Small finishing variations and the way new textiles normally behave aren't defects (see "What isn't a defect").

Within 2 business days: our assessment. We assess every claim within 2 business days of receiving your photos. When a defect or error is confirmed, we send you a replacement free of charge — the same item, or the missing piece where that solves the issue — with nothing to ship back at your own expense. These cases are resolved with a replacement, not a refund. Should the exact item be sold out, we'll agree with you on the same design in another color or a comparable item of equal value. You don't need to return the defective item unless we ask you to; if we do, we pay the shipping.

Out of time? Without photos we're unable to verify a claim, and issues reported after 3 business days, or after the item has been put into use, can't be accepted under this route. The item can then be returned under Route 3, at your cost.

Route 3 — weeks: returning something you don't want

The window: 30 days from delivery. You can request a return within 30 days of the delivery date recorded by the carrier, for any reason and without giving one; the date of your email is the date that counts, not the date the package reaches us. Past 30 days we can't accept a change-of-mind return. Your order number is all the proof of purchase we need, and sale items return on the same terms as full-price ones.

Step one: the email. Write to support@plushridge.com with your order number, which item(s) you're returning and the reason — "changed my mind" is a complete answer. There's no form and no return authorization number. Don't ship anything yet.

Within 2 business days: our approval. If your return meets the conditions below, you'll receive our written approval, the return instructions and the address of our returns center in the United Kingdom. That address is only sent in that email: it isn't published here, and it isn't our business address, which is a mailing address that can't accept packages. A package sent before approval, to any other address, or arriving more than 30 days after approval can't be matched to an order and can't be refunded.

Within 14 days of approval: the shipment. Our returns center is in the United Kingdom and we don't operate a returns address in the United States, so every return is an international shipment: you choose the carrier, pay the international tracked shipping and keep the proof. That cost isn't reimbursed, and we don't issue prepaid return labels or offer free returns; check the price before requesting a return, because blankets are light but bulky and international shipping is priced by size as well as weight. The only exception is a confirmed defect under Route 2 where we've asked for the item back.

• Pack the item in its original packaging inside an outer bag or box, with your order number on the outside and on a note inside, and include only the items we've approved.
• Fill in the customs declaration as "Returned goods – no commercial value". A package that shows up with import duties, taxes or handling fees owed is refused by the returns center, goes back to you and can't be refunded.
• Use a tracked service, email us the tracking number as soon as the package is on its way, and keep your proof of shipment until the refund has landed. The package is in your hands until it reaches our returns center: a return that goes missing, is damaged on the way or can't be traced can't be refunded, and one damaged because it was packed loosely can't be refunded in full.

Within 3 business days of arrival: the inspection. The returns center checks that the package matches our approval and that the item meets the conditions in "What 'unused' means", and you're emailed the outcome. If it doesn't — a blanket that's been slept under, loungewear that's been worn beyond a try-on, anything that's been washed — we contact you with what we're seeing before anything is decided, and either refund a reduced amount that reflects the actual loss in value or decline the return. A declined item can be sent back to you at your cost, provided you ask within 14 days.

Within 7 business days of a pass: the refund. We issue the refund within 7 business days of a successful inspection — and in any case within 14 days of the return reaching us — to the card or account you paid from. Your bank may take a further 5–10 business days to post it; if it hasn't appeared after that, email us and we'll send you the transaction reference to give your bank. The refund is the price you paid for the returned item(s), with promotional discounts applied proportionally across the items in an order. No restocking fee, no processing fee, no handling charge. Return shipping stays with you unless we asked you to send back a confirmed defective item; the Shipping Protection fee is non-refundable once the order has shipped; and a refund is only issued as store credit if you ask for that. We can't refund to a different card, account or person.

What "unused" means

For blankets and throws: you may open the box, unfold it, feel the weight and the fabric and lay it across the bed or sofa to see the color in your own light — that's how it's bought in a store, and it doesn't cost you the return. It comes back unused and unwashed, with every tag and label attached and with the storage bag, gift box or ribbon it came with.

For pajamas and loungewear: you may try it on over your own underwear, the way you would in a fitting room, and check the fit in a mirror. It comes back unworn beyond that, unwashed, free of deodorant, make-up, perfume or pet hair, with every tag and label attached and any belt or spare button included.

For everything: folded back into the packaging it came in, which goes inside an outer bag or box for shipping rather than carrying the label itself. Hold on to the packaging until you've decided the item is staying.

What isn't a defect

Our blankets, pajamas and loungewear are produced in batches, with finishing partly done by hand. The characteristics below are part of the product, not defects. An item with these characteristics can be returned under Route 3 (unused, at your cost), but doesn't qualify for a free return or a replacement:

• Fold marks and creases from the packaging — they ease out after airing or the first wash.
• Light shedding from fleece, sherpa, faux-fur and brushed fabrics in the first few uses; a shake outside or one wash according to the care label settles it.
• Pilling where fabric rubs against fabric, an occasional loose thread, and fringe, trim, cuffs or hems that aren't perfectly uniform — an open seam of up to about an inch (2 cm) in a hem, binding or cuff is a finishing matter we'll gladly advise on, not a defect.
• Slight dye transfer on the first wash (wash new items separately, especially dark colors) and shrinkage within the tolerance stated on the care label.
• A shade that differs from your screen, from photo lighting or normal batch variation, and small differences in trim, buttons or drawstrings compared with the product photo.
• Measurements that differ by up to about an inch (2–3 cm) from the product page or the size chart, or between two items of the same design — blankets measured flat and excluding fringe or tassels, garments measured flat.
• Fit that isn't what you hoped for: loungewear that runs looser or snugger than you expected, a blanket that's smaller or larger than it looked in the photo, or a size chosen without checking the size chart.
• You no longer need it, ordered the wrong size, color or variant, or found it cheaper elsewhere.
• Damage that happened after delivery: washing or drying against the care label, bleach or stain removers, snags from jewelry, zippers, hook-and-loop fasteners or pets, scorch marks, alterations, repairs or accidents.

If anything is unclear, read the product description, dimensions, size chart and care instructions before ordering, or ask us — we're happy to help you choose the right item before you buy.

On every route

Nothing ships without an email. Our written approval comes before any package is sent, and the returns center address travels only in that approval email.

Sizes and colors. Every product page lists dimensions or a size chart, materials and care instructions. Please check a blanket's size against your bed or sofa and a garment's measurements against the size chart before ordering; because this information is available before purchase, an item that's the wrong size or a shade different from your screen isn't a defect — it can be returned under Route 3.

Exchanges. We don't process exchanges, because a true exchange would mean waiting for your item to cross the Atlantic before the replacement ships. Return the unused item under Route 3 for a refund and place a new order — the new item ships right away. Tell us in your first email which size or color you'd rather have and we'll check it's in stock before you ship anything.

What can't be returned. Items that have been worn, used, washed, tumble-dried or dry-cleaned; items with tags or labels removed; custom-made, personalized, monogrammed or embroidered items; gift cards.

Fair use. We keep an eye on return patterns so the process stays fair for everyone. Repeated returns of used items, claims without supporting evidence, or returned items that aren't the ones purchased can lead us to decline a return and refuse future orders.

Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within 2 business days.
Email: support@plushridge.com