FAQ

How are your plushies made?
All of my plushies are handmade in my own home, with the assistance of my sewing machine. Each plushie is made individually, with absolutely no mass-production, using patterns that I have designed myself. They are all made with high quality fabric, such as faux fur and minky. Some minky is custom printed using my own digitally painted designs.
They are made in a smoke and perfume free home. I do have cats, so although each plushie is brushed before being shipped, I can’t guarantee my plushies are 100% cat free.

Can I have a plushie in a different colour to the ones you have for sale?
Absolutely! Any plushie in my shop can be made in custom colours upon request, usually for the same price as the ones I already have available. Custom plushies take a little longer to make, usually 7-10 days.

Can I have a plushie based on my real pet gecko or favourite whale or dolphin?
Yes! If you’d like to have a plushie with the exact markings of your pet gecko or favourite whale or dolphin, please contact me with photos. I will then paint a digital version of its colours and markings, and make the plushie with custom created fabric. This is a longer process than my other plushies, so these can take up to 6 weeks to make.

What is your return policy?
Most plushies are eligible for return within 30 days. You will receive a full refund as long as the plushie is returned in new/unused condition. Refunds will not be issued until the plushie has returned to me.
Fully personalised or customised plushies (such as one based on your real life gecko) are not eligible for return.

Can I cancel my order?
Yes, orders for ready-made plushies can be cancelled at any time prior to shipping. Custom plushies can also be cancelled, but you may only receive a partial refund if I have already spent money on fabric to make the plushie for you.

How can I pay for my plushie?
I accept PayPal, credit card and ApplePay. Credit card and ApplePay payments are processed securely by Stripe. Alternative payment options are available through my Etsy and Amazon Handmade stores.

What are your shipping policies?
All of my plushies are shipped fully insured against loss or damage.
Within the UK, they are shipped Royal Mail Signed For by default, and upgrades to Special Delivery or courier (usually TNT or UPS) are available.
Outside of the UK, they are shipped Royal Mail Tracked&Signed as standard, and shipping can be upgraded to courier (usually Fedex or UPS).
Some larger plushies are always shipped by courier (usually UPS) as they’re too bulky for standard shipping.
Please note that for international orders, you are responsible for any customs or import duties that may be due.

How long will shipping take?
Standard shipping through Royal Mail has the following approximate shipping times:
United Kingdom: 1-3 days
Europe: 1-3 weeks
North America: 1-6 weeks
Everywhere else: 3-8 weeks

Upgraded shipping has the following approximate shipping times:
United Kingdom: Next working day (if ordered before noon)
Europe: 1-3 days
North America: 2-5 days
Everywhere else: 3-7 days

My plushie hasn’t been delivered yet – where is it?
Within the UK, if your plushie hasn’t arrived a week after it was shipped, please get in touch with me to arrange a refund or replacement.
International shipping can, unfortunately, be slow sometimes, and can take up to 8 weeks depending on how quickly it clears customs. The tracking information may show that a plushie has been “stuck” at an airport for some time, and this means that it’s waiting to clear customs. If your plushie hasn’t arrived after 8 weeks, please contact me.

I need the plushie for a particular date, such as a birthday or Christmas. Will it arrive in time?
Plushies that have already been made and are in stock will be shipped within 1-2 business days, and will then be subject to shipping times.
If you’re in the UK, order at least a week in advance of when you need the plushie to make sure it reaches you in time.
If you’re outside the UK, please order your plushie at least a month in advance, to allow for the time it will need to get through customs. Alternatively, upgrading your shipping method to expedited will allow it to reach you much more quickly.
Custom-made plushies will need additional time to be made, so please order at least 3 weeks in advance (UK) or 6 weeks in advance (international).

What is your privacy policy?
Your personal information (name, address, etc) will be used only to ship your plushie to you, to communicate with you about your order, and for my own internal records for legal/taxation purposes. All of your information is held securely.

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