Frequently Asked Questions (FAQ)
Orders & Shipping
Q: How long will it take to receive my order?
A: Processing typically takes 1-2 business days. Standard shipping within the country usually takes 3-5 business days after dispatch. International shipping times vary by destination. You will receive a tracking notification once your order is on its way.
Q: What shipping methods do you offer?
A: We offer several standard and express shipping options. The available methods and costs will be calculated and displayed at checkout based on your location and the size of your order.
Q: How can I track my order?
A: Once your order has been dispatched, you will receive an email containing a tracking number and a link to follow your package’s journey. You can also check the status by logging into your account on our website.
Q: My order hasn’t arrived yet. What should I do?
A: Please use your tracking number to check the current status of your delivery. Sometimes delays can occur due to high carrier volume or unforeseen circumstances. If the tracking information hasn’t updated for several days, please reach out to us for assistance.
Returns & Exchanges
Q: What is your returns policy?
A: We accept returns of unused items in their original packaging within 30 days of delivery for a full refund or exchange. Some items, such as plush toys purchased for hygiene reasons, may be exempt from returns. Please see our full Returns Policy for details.
Q: How do I start a return or exchange?
A: Please initiate the process through the “Returns” section of your account or by accessing the portal on our website. You will need your order number and email address to begin. We will guide you through the steps and provide a returns authorization.
Q: When will I get my refund?
A: Refunds are processed promptly upon receipt and inspection of the returned item at our warehouse. Please allow 5-10 business days for the refund to be reflected in your original payment method after we have processed it.
Products & Care
Q: Are your toys safe for all ages?
A: Safety is our top priority. All our products are crafted from high-quality, child-safe materials. Each product page clearly states the recommended age range. We strongly advise supervising young children during play.
Q: How should I clean my plush toy?
A: Most of our plush toys feature a surface wash only. We recommend using a damp cloth with mild soap for spot cleaning. Please always check the specific care label attached to the product for the manufacturer’s instructions.
Q: My product arrived with a fault. What can I do?
A: We apologize for any inconvenience. Please contact our support team with your order number and details of the fault, along with a photograph if possible. We will be happy to arrange a replacement or refund according to our warranty policy.
Website & Account
Q: How do I reset my password?
A: Click on the “Forgot Password” link on the login page. Enter the email address associated with your account, and you will receive instructions to create a new password.
Q: How can I update my account information?
A: You can manage your personal details, shipping addresses, and newsletter preferences by logging into your account and accessing the “Account Details” section.
Payments & Promotions
Q: What payment methods do you accept?
A: We accept all major credit and debit cards, including Visa, Mastercard, and American Express. We also offer payment through PayPal and other secure third-party gateways.
Q: My discount code isn’t working. Why?
A: Please ensure the code is entered correctly and that your cart meets all the promotion’s requirements, such as a minimum spend or applying to specific eligible products. Some codes may also have expired or reached their usage limit.
Q: Is my payment information secure?
A: Absolutely. Our website uses industry-standard SSL encryption to protect all your personal and payment information. We do not store your full credit card details on our servers.
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