Shop with confidence

Changed your mind?

1. Email usSend contact@plushieshop.co.uk your order number and the items you are returning.
2. We send the return addressPlease only send items to that address. Returns may go to an address outside the UK, so you can check the postage cost before you send anything.
3. Send it backWithin 14 days of telling us, using a tracked service, and keep your proof of postage. You pay the return postage for change-of-mind returns.
4. Get your refundWe refund within 14 days of receiving the items back, or of you sending us proof of postage if that is sooner.

• Please return items unused, unwashed and, where possible, with tags and packaging. If an item has been used, washed or damaged, we may reduce your refund to reflect its loss in value.
• Your refund covers the price of the items and, if you return your whole order, the standard delivery charge (not the extra cost of Express).
• The 14-day right doesn’t apply to personalised items or to gift cards once they have been used.

Faulty, damaged or wrong item

1. Email us with photosSend contact@plushieshop.co.uk your order number and clear photos of the item, the problem and the outer packaging and shipping label.
2. Tell us quicklyFor damage in transit, missing items or a wrong item, please tell us within 7 days of delivery so we can claim from the carrier. For other faults, tell us as soon as you notice.
3. Wait for our replyPlease don’t send anything back before we reply.

• If we ask you to send a faulty item back, we’ll repay your postage (standard tracked) and the original delivery charge.
• Normal variation in colour, size (around 10%), stitching or shape after being packed is explained in section 4 of our Terms and isn’t a fault.

Order not arrived?

• First check your tracking, any safe place and your neighbours. International tracking can pause for a few days in customs.
• If your order hasn’t arrived within 30 days of dispatch, email us and we’ll send a replacement or give you a full refund.
• If tracking shows your parcel as delivered but you can’t find it, tell us within 7 days and we’ll look into it with the carrier.
• If a parcel comes back to us because of a wrong address, a refused delivery or unpaid import charges, see section 11.4 of our Terms.