Plushie Land Frequently Asked Questions

Shipping Information

WHAT SHIPPING METHODS ARE AVAILABLE?

All of our items are shipped via Royal Mail and take between 5-7 days to arrive. We do not offer next day or fast shipping. When your order has been processed you will be sent an order confirmation that will have a tracking number for you to follow your items journey. 

HOW LONG WILL IT TAKE TO GET MY PACKAGE?
Your delivery is shipped within 3 working days (during sale times, dispatch can be slightly longer) Once shipped your item can take anywhere from 5 - 7 days to arrive depending on processing volume. For instance, black friday and Christmas periods can add a few days to the process. 
DO YOU SHIP INTERNATIONALLY?
We ship all of our items to the U.K and EU plus USA, Australia, New Zealand and the certain parts of the Middle East. 
WHAT SHIPPING METHODS ARE AVAILABLE?

We only offer Free UK standard shipping which can take up to 14 days to be delivered to U.K addresses in busier periods. 

Payment Information

WHAT PAYMENT METHODS ARE ACCEPTED?

We Accept all major credit and debit cards through our payment processor, we do not directly have access to this process but we operate the same as most online stores. We also accept buy now pay later with Klarna and Clearpay. 

Orders and Returns

HOW DO I PLACE AN ORDER?

To place an order, please add the item(s) to your basket and complete the checkout by filling in the required information. Once you have paid the order comes to us to accept and process.

Once it is processed and dispatched we update it and send you a shipping confirmation. This will contain shipping details. If there is any issue with a part of the process, we will contact you from hello@plushieland.co.uk with information. . 
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
No you do not need an account to place an order, accounts are fully optional and we enable you to see your order history and other information in one place but they are not mandatory. To order just add items to your basket, proceed to checkout and pay as a guest or register for an account and continue on through the process to complete your payment.
WHO SHOULD I TO CONTACT IF I HAVE ANY QUERIES?
All queries can be emailed to hello@plushieland.co.uk We aim to answer all queries within 48 hours. Our live chat is available between Monday and Friday 9am - 5pm and Saturday and Sunday from 10am to 4pm. Outside of these times you can leave us a message and we will answer as soon as possible. You can also pop over to our contact us page and complete the contact form, someone from the team will reply within 48 hours.  

HOW CAN I CANCEL OR CHANGE MY ORDER?
You have 24 hours to change your mind and cancel any order with us before we begin processing it. 
To cancel your order within the first 24 hours after purchase please email hello@plushieland.co.uk with your order number and cancellation in the subject line as well as details of your cancellation request. 
Within the first 24 hours we are also able to remove items from an order for example you order 3 x plushies but now only want 2. Please follow the above with your information and your request to hello@plushieland.co.uk. 

If more than 24 hours have passed since your order please we will try our best to cancel or change your order but if processing has begun we cannot guarantee this. If the item has already been dispatched or packed ready to be dispatched we cannot cancel or make any changes and you would have to use our returns process for a refund once your item is received. 


HOW DO I TRACK MY ORDER?
Contained within your dispatch email is a tracking number, we use Royal Mail for U.K. deliveries so please use their website to locate and follow your parcel. Please do not panic if your tracking number does not show anything immediately as it can take a few days following dispatch before it works.  We ask you allow up to 14 working days for items to be delivered. If your item hasn’t arrived within 30 days of dispatched please email hello@plushieland.co.uk so we can investigate. 
WHO ARE PLUSHIE LAND?
We are part of our parent company Yililo.com - the home of colourful textiles! 

YILILO was established in 2020 and used to sell a small selection of Plushies until it grew big enough to deserve its own website and so Plushie Land was born! Along with our parent company we love colour and all things cute and we want to bring you the best of what there is out there. We have a trusted network of carefully chosen and vetted reliable suppliers who we work with to bring you the most amazing items. Best thing is as we are U.K. based the buck stops with us! Not happy? Send us an email to hello@plushieland.co.uk and our U.K. based team will answer your query and find a solution that’s works for you.  Happy? Help us build a community and leave us a review and let the world know how much you love it and why they should buy one too! 
HOW DO I PROCESS A RETURN?
You have 30 days in total from receipt of your item to to complete the process of returning your item.  Please email hello@plushieland.co.uk stating your order number, name, the item your are returning and your reason why ie faulty, duplicate item order in case, changed mind etc.  You will then be sent a return label which you must use - please ensure all items are in original packaging unused and you keep your receipt until we have refunded you.  Please do not send items back without first informing us, we share a very large warehouse space and unexpected parcels can get lost. Unfortunately lost parcels cannot be refunded.  Returns are charged at £2.99 and this will be deduced from your total refund. This does not include faulty items or incorrectly sent items. 

All refunds are processed within 7 working days of receipt back to our warehouse, this does not include your banks processing time, for more information about this please contact your personal bank.  Any refund queries should be directed to hello@plushieland.co.uk  NOTE: We cannot discuss any refund or order issues over social media direct message or via our Instagram account as this method is not secure.
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