Returns & Refunds

You have 30 days from the day your order is delivered to request a return, for any reason at all. You do not have to explain yourself.

To be refunded, the plushie needs to come back in the condition it arrived in — unwashed, free of odours and pet hair, with any tags and the original packaging where you still have it. We understand a toy gets looked at and held; we are asking that it has not been lived with.

1. Email hello@theplushiecompany.com with your order number and which item you want to return.
2. We will reply with a return address and, where applicable, a prepaid label. Please wait for that reply — parcels sent back without contact can take much longer to match to an order.
3. Pack it so it arrives in one piece and send it within 14 days of us issuing the label.

We recommend a tracked service. Until a return reaches us it is still your parcel, and we cannot refund something that never arrives.

• Faulty, damaged, or wrong item — we do. We send a prepaid label and cover the whole thing.
• Changed your mind — return postage is yours to cover, and the original shipping charge is not refunded.

Once your return arrives we inspect it and email you the outcome the same or next business day. Approved refunds go back to the original payment method.

Your bank or card issuer controls the last step: expect the money to appear within 5–10 business days of us issuing the refund. We cannot speed that part up.

If a return does not meet the condition described above, we will contact you before doing anything — we will either offer a partial refund or send the item back to you at no cost. We will not simply keep it.

If your plushie arrives damaged, a seam gives way, or we sent the wrong character, tell us within a reasonable time and we will replace it at our cost. A photo helps and usually saves you sending anything back.

This is separate from the 30-day window — we stand behind our stitching well beyond it. A toy that fails from normal use rather than damage is something we want to know about.

The fastest route is to return the original for a refund and place a new order for the character you want, so you are not waiting on two parcels in sequence. If you would rather do a straight swap, email us and we will arrange it.

Preorders are charged when you order, because that is how we decide how many to make. You can cancel any time before it ships and get a full refund — no time limit and no reason needed. Just email us.

Once a preorder ships it becomes an ordinary order, and the 30-day window above applies from delivery.

If you received a plushie as a gift, email us and we will arrange a return without telling the person who bought it what it cost or that you sent it back. Gift returns are refunded to the original payment method or issued as store credit, whichever you prefer.

We cannot accept returns of:

• items washed, altered, or damaged after delivery;
• items returned more than 30 days after delivery without prior agreement;
• anything sold explicitly as final sale, which will be labelled as such on the product page.

Nothing in this policy limits your statutory rights as a consumer.

Every return is handled by a person, not a form. Email hello@theplushiecompany.com and we will sort it out.

See also our Shipping Policy and Terms of Service.