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Copy of Customer Care


Customer Care



Size Guides

We think everyone likes to wear their clothes a little differently, especially when it comes to outerwear. For that reason, we have chosen to size our products XSmall, Small/Medium, Medium/Large,  and XLarge. See our recommended size guidelines below. Additional sizes are possible by special order; please email us at for more information.

XSmall is recommended for USA sizes 0-2, European sizes 30-32, and UK sizes 6-8.

Small / Medium is recommended for USA sizes 4-8, European sizes 34-36, and UK sizes 10-12.

Medium / Large is recommended for USA sizes 8-12, European sizes 38-40, and UK sizes 14-16.

XLarge is recommended for USA sizes 14-18, European sizes 42-48, and UK sizes 18-20.



We try our best to ship all packages within 48 hours of receipt of the order from our fulfillment center (excluding weekends and holidays). Your order will be shipped pending item availability, so please check the delivery time noted in the product description.

We ship via UPS and all real-time rates are calculated at checkout, so please enter your shipping address to determine shipping cost. All orders placed before 12PM EST will be shipped out on the same day, unless otherwise noted in the product description. Please make sure that your order is shipping to a secure location, as once the package has been delivered to the correct location we cannot be responsible for any lost or stolen packages.

Please note that all shipping providers are experiencing delays due to the ongoing COVID-19 pandemic. Shipping times are an estimate and not a guarantee. We appreciate your patience during this time.


Customs & Duties

International Orders are shipped as DDU (Delivery Duty Unpaid) and product prices displayed are exclusive of all taxes and duties. The customer (or receiver of the shipment) is liable for all import duties, customs, and local sales taxes levied by the country to which you are shipping. This amount is determined upon the shipment's arrival to the country to which you are shipping, and payment is necessary to release your order from customs. As such, we are unable to advise on what this amount may be.


Discount Codes

Discount codes are only valid for the promotional period offered and cannot be applied to previous purchases.



We want you to love your House of Fluff purchase! If for some reason you don’t, you may return an item within 14 days of receiving your order.

Please note that any returned items must be received in new, unused, and unaltered condition with the original tags attached and accompanied by the original invoice, RMA number, and original packaging.


Submit a Return Request

To submit a Return Request, please email with your name, order number, & item you wish to return.

What items are refundable?

  • We accept returned items within 14 days of order. Item(s) must be in original condition, original packaging, unwashed, unworn, unaltered, and with tags attached. 

What items are non-refundable?

  • E-Gift Cards

Are there any charges for return?

  • For all orders shipped within the US, the shipping cost to return your item(s) is complimentary and a pre-paid shipping label will be included with your order. For all orders shipped outside of the US, you are responsible for the return shipping cost.

How soon will I get my refund?

  • Once your return is received and inspected, we will notify you when your returned item has been received and your refund is processed. Please allow 1-3 business days for processing once your item is received.
  • Refunds will be issued via the original method of payment. Credit card processing times will vary, so please contact them directly to inquire about your credit.

Can I return an item that I received as a gift?

  • We are happy to make return arrangements for any item received as a gift. Store credit will be issued to any returned gift items via e-gift card. To make arrangements to return items received as a gift, please contact us at:


  • If you want to exchange any item for any reason you must first return it to us using the simple steps above and then re-purchase the item as desired.


FAQs: Garment Care

How do I care for my faux fur?

Our faux furs are easy to care for. Upon arrival, if our fur feels flat from being packed in a shipping box, we suggest you take your fur out of its garment bag and giving it a good shake before wearing. We also suggest combing or brushing your fur with any pet brush before wearing. To re-pack your fur for shipping or travel, we suggest you turn it inside out so the lining faces the outside, and then pack it normally in a box or suitcase. Our furs do not wrinkle if cared for properly.

How do I clean my faux fur?

We suggest dry cleaning your fur with a green dry cleaner.

Does faux fur shed?

We have experienced only minimal shedding from our longer haired furs. This shedding can be minimized by giving your fur a good combing with any pet brush or comb before wearing.

How do I store my faux fur?

We suggest storing your fur in a cold, dry place. You can re-use the fabric garment bag your fur came in for storage, as it should help protect your coat from dust and keep it fresh for the following season.

What if my fur gets wet?

If you should get caught in a rainstorm, simply shake out your fur, put it on a hanger, and let it dry naturally. After it’s dry, if the fur seems flat just give it a quick once over with a medium to cool blow dryer.

What if I get a stain or spot on my fur?

For spot cleaning we suggest first trying water or a damp cloth followed by a quick blow dry on medium to cool heat. If the stain persists we suggest dry cleaning.


Facts about FAUX FUR 

Is faux fur more harmful to the environment than real fur?

Studies prove that although most faux fur does contain synthetic fibers, the toxic chemicals involved in tanning and preserving real fur hides is far more toxic to humans and the environment. If you would like to learn more about this, we suggest you check the facts on this study at the Fur Free Alliance.

How warm is faux fur?

Faux fur is as warm as real fur. Synthetic fur fibers trap heat as well as animal skins do, but without the cruelty. For the warmest furs we suggest choosing a fur with the highest pile.

What makes our fur different?

We are a completely cruelty-free company, and we use only the finest quality faux fur textiles which we develop ourselves in Italy or import from around the globe. We are actively working to become a zero waste company, and to that end, we re-purpose all of our leftover fabric from the making of our coats and use them to create collectible plush characters we call Scrappys.


Contact Us

Our Customer Support team is available Monday to Friday  9AM - 5PM EST. Email and someone from our studio will get back to you within 24 hours.

Please note that emails sent on Friday after 5:00 PM EST, or on Saturday and Sunday will be returned by the end of the day on Monday.


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