Returns & Refunds
Something not right with your plush? Here’s how cancellations, damaged items and refunds work.
- Free cancellationBefore your order is packed or sent. Full refund, including delivery.
- Report within 3 daysDamaged, wrong or missing items: send an unboxing video or photos.
- No change-of-mind returnsPlease check the size and colour before you order.
- Refunds in 7–10 daysWorking days, back to your original payment method.
How to make a claim
- 1Contact us
WhatsApp or email us within 3 days of receiving your parcel.
- 2Send proof
Your order number, plus an unboxing video or clear photos of the item and the packaging.
- 3We check
We check your claim and reply as soon as we can. If we need the item back, we arrange and pay for the return.
- 4Replace or refund
Choose a replacement or a refund, including the delivery charge for that item.
Eligible for a replacement or refund
- Item arrived damaged or faulty
- Wrong item, size or colour from what you ordered
- Item missing from the parcel
- Order cancelled before it was packed or sent
- Orders we cancel (for example, sold out)
Not eligible
- Change of mind or not liking it after it arrives
- Size differences of about 3–5 cm (each plush is sewn by hand)
- Colours looking slightly different on your screen
- A plush looking flat from vacuum packing (it fluffs back up in a few hours)
- Reports made more than 3 days after receiving the item
Refunds
Approved refunds go back to your original payment method within 7–10 working days. Your bank may take a few extra days to show it.
Rewards points
Points you used on a cancelled or refunded order are returned to your account. Points you earned on that order are removed.
Failed delivery
If a delivery fails because the address or phone number is wrong, or nobody is there to receive it, a re-delivery fee (at cost) may apply.
Your rights
This policy does not affect your rights under the Consumer Protection Act 1999. Full details are in our Terms & Conditions.
Tell us your order number and we’ll help as quickly as we can.
Polisi Pemulangan & Bayaran Balik · Dikemas kini 15 October 2026
- Batal percumaSebelum pesanan dibungkus atau dihantar. Bayaran balik penuh, termasuk caj penghantaran.
- Lapor dalam 3 hariBarang rosak, salah atau tidak lengkap: hantar video unboxing atau gambar.
- Tiada pulangan tukar fikiranSila semak saiz dan warna sebelum membuat pesanan.
- Bayaran balik 7–10 hariHari bekerja, ke kaedah bayaran asal anda.
Cara membuat tuntutan
- 1Hubungi kami
WhatsApp atau emel kami dalam masa 3 hari selepas menerima bungkusan.
- 2Hantar bukti
Nombor pesanan anda, serta video unboxing atau gambar yang jelas bagi barang dan bungkusannya.
- 3Kami semak
Kami semak tuntutan anda dan membalas secepat mungkin. Jika kami perlukan barang dipulangkan, kami akan menguruskan dan menanggung kosnya.
- 4Ganti atau bayar balik
Pilih barang ganti atau bayaran balik, termasuk caj penghantaran bagi barang tersebut.
Layak untuk ganti atau bayaran balik
- Barang tiba rosak atau cacat
- Barang, saiz atau warna salah daripada pesanan anda
- Barang hilang daripada bungkusan
- Pesanan dibatalkan sebelum dibungkus atau dihantar
- Pesanan yang kami batalkan (contohnya stok habis)
Tidak layak
- Tukar fikiran atau tidak suka selepas menerima
- Perbezaan saiz kira-kira 3–5 cm (setiap patung dijahit dengan tangan)
- Warna kelihatan sedikit berbeza pada skrin anda
- Patung yang kempis kerana dibungkus vakum (ia akan kembang semula dalam beberapa jam)
- Laporan selepas 3 hari menerima barang
Bayaran balik
Bayaran balik yang diluluskan dikembalikan ke kaedah bayaran asal dalam masa 7–10 hari bekerja. Bank anda mungkin mengambil beberapa hari lagi untuk memaparkannya.
Mata Rewards
Mata yang digunakan untuk pesanan yang dibatalkan atau dibayar balik dikembalikan ke akaun anda. Mata yang diperoleh daripada pesanan itu ditarik balik.
Penghantaran gagal
Jika penghantaran gagal kerana alamat atau nombor telefon salah, atau tiada orang untuk menerima, caj penghantaran semula (mengikut kos) mungkin dikenakan.
Hak anda
Polisi ini tidak menjejaskan hak anda di bawah Akta Perlindungan Pengguna 1999. Butiran penuh dalam Terma & Syarat kami.
Beritahu kami nombor pesanan anda dan kami akan bantu secepat mungkin.