GENERAL FAQ

HOW DO I KNOW IF THE BEANIE WILL FIT?

The Two Tone Beanie comes in one size and measures approximately 9.5 inches wide × 9.5 inches high (24 × 24 cm) when laid flat with the cuff folded.

An oversized cuff and side anchor stitching give it a defined shape, helping it sit neatly on the head. Fit will vary depending on your head size and preferred styling.

For help with fit before ordering, email hello@fleecenfriends.com.

WHAT IS THE BEANIE MADE FROM?

Our Two Tone Beanie is made from 100% cashmere, with an approximate weight of 90 grams and a beautifully soft feel.

The oversized cuff and side anchor stitching create its distinctive silhouette. While cashmere feels soft to many people, comfort varies, particularly for those sensitive to animal fibers.

WHAT COLOR IS PEAR + IVORY?

Pear + Ivory combines a pear-green shade with a soft ivory contrast. Lighting and screen settings can affect how the colors appear.

If you would like a closer look at the color before ordering, email hello@fleecenfriends.com.

HOW DO I CARE FOR MY BEANIE, AND WILL IT PILL?

Follow the care label supplied with your beanie and the Care Guide on its product page.

Some pilling can occur when cashmere fibers rub together during wear. Avoid pulling at pills; gently remove them with a suitable cashmere comb, following its instructions.

If you notice unusual shedding, holes or excessive pilling, email hello@fleecenfriends.com with your order number and photographs so we can assess it.

WILL THE BEANIE BE RESTOCKED?

Our first release is a small batch, and a restock is not guaranteed. Join our mailing list for news of any confirmed restocks and future releases.

Joining the mailing list does not reserve an item.

WHICH PAYMENT METHODS CAN I USE?

The payment methods available for your order are displayed at checkout. Please review your order total, including shipping and any applicable tax, before completing payment.

If you encounter a payment error, contact hello@fleecenfriends.com. Please never send your full card number or security code by email.

HOW DO I GET MY WELCOME DISCOUNT?

Subscribe to our mailing list to receive 10% off your first eligible order. Your welcome email contains the code and offer details.

If it hasn’t arrived, check your spam or promotions folder. If you still need help, email hello@fleecenfriends.com using the address you subscribed with.

Enter your code at checkout and confirm the discount appears before completing payment. If the code doesn’t work, contact us before placing your order.

I HAVEN'T RECEIVED AN ORDER CONFIRMATION. WHAT SHOULD I DO?

Check your spam or promotions folder and confirm which email address you used at checkout.

If you still cannot find the confirmation, email hello@fleecenfriends.com with your name, checkout email address and approximate order date. We’ll help check whether your order went through.

Please contact us before placing the same order again to avoid an accidental duplicate.

HOW DO I CONTACT YOU?

Email hello@fleecenfriends.com for product questions or help with an order.

For an existing order, include your order number and the email address used at checkout. If you are reporting an issue with an item, please include clear photographs so we can help.

SHIPPING

WHERE DO YOU SHIP?

We shipped domestically only in the United States, International shipping is not currently available.

HOW MUCH DOES SHIPPING COST?

Shipping is charged and calculated at checkout based on your order and delivery address. Any applicable sales tax is also shown at checkout before payment.

WHEN WILL MY ORDER ARRIVE?

Please allow 1–2 business days for processing, followed by an estimated 2–5 business days for USPS Ground Advantage delivery within the contiguous United States. Alaska and Hawaii may take longer.

We process and dispatch orders Monday–Friday, excluding holidays. Delivery estimates are not guaranteed and may be affected by weather, holidays or carrier delays.

If we cannot dispatch within the stated processing time, we will contact you with an updated timeframe and the option to accept the delay or cancel for a full refund.

HOW DO I TRACK MY ORDER?

You will receive a shipping confirmation email with tracking details when your order ships. Tracking may take time to update after dispatch.

If tracking does not update or your delivery appears delayed, email hello@fleecenfriends.com with your order number.

CAN I CHANGE MY SHIPPING ADDRESS OR CANCEL MY ORDER?

Email hello@fleecenfriends.com as soon as possible with your order number and request. We will check whether a change or cancellation is still possible, but cannot guarantee it once processing has begun.

We cannot redirect or cancel a shipment after dispatch. You may request an eligible return after delivery.

Please check your address carefully at checkout. If a package is returned because you supplied an incorrect or incomplete address, additional postage may be required to resend it. We will confirm any charges with you first.

WHAT IF MY PACKAGE IS MISSING OR ARRIVES DAMAGED?

Email hello@fleecenfriends.com promptly with your order number, including if tracking shows delivered but you cannot locate the package.

For damaged deliveries, retain the item and packaging and include photographs. We will review the shipment details, work with the carrier where necessary and help resolve the issue. Refunds or replacements are assessed based on the investigation and applicable consumer rights.

RETURNS & EXCHANGES

WHAT CONDITION MUST MY ITEM BE IN?

Items must be in their original condition: unworn, unwashed and unaltered, with original tags attached and original product packaging included. Items must be free from stains, odors, makeup, perfume and damage caused after delivery.

An order number or proof of purchase is required. All returned items are inspected before a refund is approved. We reserve the right to refuse returns that do not meet these conditions.

These conditions do not limit your rights for items received damaged, defective or incorrect.

WHAT IS YOUR RETURN WINDOW?

Please request your return within 14 days of delivery. Once approved, mail your item back within 7 days of approval, following the return instructions provided.

HOW DO I START A RETURN?

Request a return through your customer account, or email hello@fleecenfriends.com with your order number and reason for returning.

Please wait for approval and return instructions before shipping. Approval to send an item back does not guarantee a refund; eligibility is confirmed after inspection.

DO I PAY FOR RETURN SHIPPING, AND HOW DO I GET A LABEL?

Customers arrange and pay for their own return shipping. After your return is approved, use the address provided to purchase a tracked shipping label from your preferred carrier.

Pack the item securely and retain proof of postage. Insurance is recommended, as loss or damage during return transit may affect your refund.

Original shipping charges are non-refundable for change-of-mind returns. There is no restocking fee. We cover necessary return shipping for confirmed faults or fulfillment errors.

WHEN WILL I RECEIVE MY REFUND?

We will inspect your return and notify you of the outcome within 5 business days of receiving it. Approved refunds cover the amount paid for eligible returned items, plus applicable tax, and are issued to your original payment method.

Your bank may take an additional 5–10 business days to post the refund. Email hello@fleecenfriends.com if it has not appeared after that time.

CAN I EXCHANGE AN ITEM?

Email hello@fleecenfriends.com with your order number and requested exchange before returning anything.

Exchanges depend on availability and follow the same return window and condition requirements. Any additional shipping charges will be confirmed beforehand.

CAN I RETURN A GIFT?

Yes, eligible gifts follow the same return window and condition requirements. Please contact us with the order number or proof of purchase.

For orders marked as gifts and shipped directly to the recipient, we issue an emailed gift credit for the returned item’s purchase value after approval.

WHAT IF I RECEIVE A FAULTY OR INCORRECT ITEM?

Email hello@fleecenfriends.com promptly with your order number and photographs of the item and packaging.

We will review the issue and arrange an appropriate resolution, covering necessary return shipping for confirmed faults or fulfillment errors. Our standard return conditions do not limit your rights under applicable consumer law.