RETURNS & REFUND – Plushie Land

Return & Refund Policy 

We have a 30-day return policy, which means you have 15 days after receiving your item to request a return and a further 15 days to return the item back to us.

You are responsible for the cost of the return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, labels and in its original packaging. You’ll also need the receipt or proof of purchase (email)

To start the return process please email hello@plushieland.co.uk notifying us of your intent to return your item(s) along with the reason

If there is no return slip please also include your name, address and order number in the package so we can assure you receive your refund in time. 

Please do not under any circumstances send your items back to without requesting a return first. Items sent without notice may be lost or not allocated to your account correctly and they may be rejected by the warehouse.

Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. Please allow at least 7 working days for this. This time may be longer during sale or promotional periods.
We will notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment) that will be credited to you in line with your card issuers timescale. For queries after we have issued your refund please contact your payment provider. For buy now pay service refunds your order will be updated in the account you hold with them Any queries should be directed to them in the first instance. If there is something we need to do on our end they will contact us to make the request.
Damages and issues 

When your order arrives please inspect the package for signs of any immediate damage. If the package has obvious damage on the outside please ask the courier to note on the paperwork. Take pictures and send email them to hello@plushiesland.co.uk if the item inside is also damaged. 
If you have ordered a fragile item that sounds damaged upon receipt please open the package carefully to avoid hurting yourself, alternatively please contact us immediately leaving the package sealed and email us to begin the return process. 
In all other cases please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can offer our apologies and a suitable solution.

Exceptions / non-returnable items 

Some categories of items cannot be returned these include items that are changed on your instruction before delivery. For example, a cushion with name, date or colour added or changed. This item cannot be sold on and so is therefore non-refundable. Please contact us if you have questions or concerns about your specific item. 
We now also offer cushions hand made to order, due to the fact that are made on purchase these are also exempt from our returns process unless faulty. 
Unfortunately, we cannot accept returns on gift cards.

Exchanges
We do not accept exchanges, if you require a different size or colour product please return your item by following the returns process and reorder the new item. 
If you have any questions or queries regarding the returns process please contact us at hello@plushieland.co.uk

 

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