Common queries answered

Frequently asked Questions

We'd Love To Hear From You!

Tell us how we can help and we will get back to you shortly.

Reach us via mailing address below if you have questions or need assistance.
Our goal is to respond to all emails within 24 hours.

Customer Care
For any shopping advice, please contact us below.
e: hello@fluffouterwear.com

Returns
For any returns advice or inquiries, please contact us below.
e: hello@fluffouterwear.com

Press Office
For press enquiries and private events, please contact us below.
e: press@fluff.pl

Delivery

The delivery time is up to 10 days from the time the payment is posted.
Each product purchased in our shop is carefully packed in carton box and covered with foil.

There are the following delivery possibilities abroad:

  • EU countries courier delivery DHL or UPS– 6,5€ (delivery up to 2-5 days)
  • EU countries courier delivery DHL express – 17€ (delivery up to 1-2 days)
  • North America courier delivery DHL or UPS – 15€ (DHL delivery up to 1-3 days)
  • North America Polish Post pack delivery – 9€ (DHL delivery up to 7-15 days)
  • Asia courier delivery DHL – 17€ (DHL delivery up to 1-3 days)
  • Asia Polish Post pack delivery – 9€ (DHL delivery up to 7-15 days)
  • Other countries – 8€ (Polish Post pack delivery up to 8-18 days)

Above the order value of 1000€ shipping in the EU and other countries is free.

Payment

Currently in our store we offer the possibility of payment as follows:

  • PayPal payments
  • Dotpay payments
  • Credit card transactions process through Stripe
  • Bank transfer- transfer directly to Fluff`s mBank bank account.

FLUFF
Ul.Szwejka 36, 20-713 Lublin
Taxpayer Identification Number: 712-274-70-63
Bank account number: PL 81 1140 2004 0000 3702 7689 6217
Bank SWIFT code: BREXPLPWMBK
Please indicate the order number in the transfer order.

We issue invoice at Customer’s request.

payments logos

payment2

Returns and Complaints

RETURNS

It is possible to return the order within 14 days of receiving the shipment, without giving any reason.
Please contact hello@fluffouterwear.com and fill in the return form and attach it in the package.
The product must not be labelled and must have original tags.
The cost of shipping is on the returning side.
We do not receive cash-on-delivery shipments.

More information in the Regulations

COMPLAINTS

In case of detecting any defects of the purchased goods, the fluffkidswear.com Shop respects the statutory rights of the Customer.
Please contact hello@fluffouterwear.com and fill out the complaint form and attach it to the package.
The cost of shipping is on the complaining side.
We do not receive cash-on-delivery shipments.
More information in the Regulations.

Care policies

PRINCIPLES OF PIELEGNATION

Please remember to take  good care of your product!
This will allow you to enjoy it for a long time.

General recommendations:
1. Wash separately.
2. Do not wash manually.
3. Do not use impregnates.
4. Do not clean and do not bleach.
5. Do not soak the jacket before washing.
6. Do not add softening fluids.

Washing machine:
1. Wash at low temperature (30 °) with a small amount of powder (or laundry lotion), but use a special downwash (recommended Granger’s 30 ° c down cleaner).
2. Remember to add 2-3 tennis balls to the drum. This will help you avoid fluffing.

Drying:
1. Do not dry on the radiator.
2. Wipe the jacket dry in a drafty place, occasionally turning it, fluffing the fluff. 

STORAGE
1. Store your down comfortably loose items or hang them in a dry place.
2. The bags and compressed bags sold with the products are intended solely for their transport and not for storage.

Do you have any questions or concers? Write us on hello@fluffouterwear.com.

We will be happy to help you!

Still need help?

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