Refund policy
RETURN & REFUND POLICY
Last Updated: September 10, 2026
At SoftShawl, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we offer a 30-day return and refund period.
30-DAY FREE RETURNS
You may request a return within 30 days of receiving your order.
Eligible returns are free of charge. SoftShawl will provide instructions for completing the return process when your return request is approved.
To be eligible for a return, the item should generally be:
• Unused and unworn
• In its original condition
• Free from stains, odors, damage, washing, or other signs of use
• Returned with its original packaging or tags where reasonably possible
Certain circumstances may prevent an item from being eligible for return. If an item has been damaged or substantially altered after delivery, we may be unable to approve the return.
HOW TO REQUEST A RETURN
To request a return, please contact us at:
Email: support@softshawl.online
Phone: +1 (778) 680-0294
Please provide:
• Your order number
• The name or description of the item
• The reason for your return
• Photos, if the item arrived damaged, defective, or different from what was ordered
Our customer support team will review your request and provide the appropriate return instructions.
FREE RETURN SHIPPING
Approved returns within the 30-day return period are eligible for free return shipping.
Please do not send an item back to the sender address shown on the original package unless our customer service team specifically instructs you to do so.
REFUNDS
Once your returned item is received and inspected, we will notify you regarding the status of your refund.
If the return is approved, the refund will be issued to the original payment method used for the purchase.
The time required for the refunded amount to appear in your account may vary depending on your bank, credit card provider, payment processor, or other financial institution.
DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged, defective, or materially different from the product you ordered, please contact us as soon as reasonably possible.
Please include your order number and clear photographs showing the issue. We will review the information and, where appropriate, provide a replacement, refund, or another suitable resolution.
WRONG ITEM RECEIVED
If you receive an item different from the one you ordered, please contact us before returning the product.
We will review the order details and provide instructions for resolving the issue.
ITEMS LOST OR DAMAGED DURING RETURN
Once a return has been authorized, please follow the return instructions provided by SoftShawl. If tracking information is provided, customers should retain the tracking information until the return has been completed.
CANCELLATIONS
If you need to cancel an order, please contact us as soon as possible after placing the order.
Because orders may be processed or shipped shortly after purchase, we cannot guarantee that every cancellation request can be completed before fulfillment.
If an order has already been shipped, the standard return procedure may apply.
EXCHANGES
If you would like a different product, color, or style, please contact our customer support team. Depending on availability, we may recommend returning the original item and placing a new order.
CONTACT
For any return or refund questions, please contact:
SoftShawl
6023 Silver Drive
Burnaby, BC V5H 4L9
Canada
Email: support@softshawl.online
Phone: +1 (778) 680-0294
We are committed to handling every eligible return fairly and providing a straightforward customer experience.