Frequently Asked Questions (FAQ)
Orders & Shipping
Q: How can I check the status of my order?
A: You will receive a confirmation email with your order details. For the most current status and tracking information, please refer to the updates provided in your shipment notification email.
Q: What are the shipping options and costs?
A: We offer several standard and express delivery options to suit your needs. The available methods and associated costs will be clearly displayed at checkout before you complete your purchase.
Q: How long will it take to receive my order?
A: Delivery times depend on your location and the shipping method selected. Please note that all delivery estimates are provided in working days and may experience slight delays during peak periods.
Returns & Exchanges
Q: What is your returns policy?
A: We want you to be completely happy with your purchase. We accept returns on unused items in their original packaging within a specified period from delivery. Please see our full policy for more details.
Q: How do I start a return or exchange?
A: To initiate a return or exchange, please visit our website and navigate to the Returns section. You will need your order number and email address to begin the process.
Products & Care
Q: How should I clean my plush toy?
A: We recommend surface cleaning with a damp cloth. Please always check the specific care label attached to your toy for the best cleaning instructions to keep it in perfect condition.
Q: Are your toys safe for all ages?
A: Safety is our top priority. Our toys are designed and tested to meet strict international safety standards. Please always supervise young children and check the age recommendation on the product page.
Website & Account
Q: How do I reset my password?
A: On the login page, select the “Forgot Password” link. Enter your email address, and you will receive instructions to create a new password.
Q: I can’t find a toy I saw before. Is it still available?
A: Our collection is updated regularly. Some designs are retired or may be temporarily out of stock. We recommend checking our website regularly for the latest arrivals and restocks.
Need More Help?
If you cannot find the answer to your question here, please browse our comprehensive help articles for more detailed guidance and support.