Refund policy

RETURN & REFUND POLICY

Thank you for choosing Plush by OW.

We’re a slow fashion brand dedicated to creating ethically made, made-to-order garments. Your support means the world to us. Because each item is handcrafted just for you, we encourage you to refer to our official size guide before placing your order. 

If you’re unsure about your size or need help, please reach out by email before ordering.

Order Cancellation

Orders may be canceled within 12 hours of purchase. After this period, production begins and cancellations will no longer be accepted.

Refunds

We do not offer cash refunds only STORE CREDITS.

If there is a verified studio error or manufacturing defect, we may provide store credit on a case-by-case basis.

Exchanges

Exchanges are accepted only for confirmed studio-made errors or production faults. We do not offer exchanges for sizing issues due to incorrect selection.

Returns

We do not accept general returns. Items made-to-order are final sale unless they meet our exchange criteria due to a verified defect.

Exchange Eligibility

To qualify for an exchange or store credit:

• The issue must be a studio-made error or production fault

• Items must be unworn, unwashed, and in original condition

• Tags must be intact

• Complaints must be submitted within 24 hours of receiving parcel

• Sale and custom-sized items are final sale

• Customer is responsible for ALL return shipping costs including customs and taxes 

• Photo and video proof of the issue must be submitted for review

To request an exchange or store credit, email us at info@plushbyow.com with your order number and clear visual evidence.

By placing an order, you agree to these terms.