Got questions? We’re here to help 🤍
Below are answers to some of the most common questions about our soft toys, orders, and delivery.

Products

Are your soft toys safe?
Yes, our soft toys are designed with safety in mind and comply with recognised international safety standards, including EN71 (EU & UK), ASTM F963 (USA), SOR/2011-17 (Canada), and AS/NZS ISO 8124 (Australia/New Zealand).

What are your soft toys made from?
Our soft toys are made from high-quality, soft materials designed to be gentle, durable and comforting.

Will my soft toy look exactly like the photos?
We do our best to ensure all product images are accurate. However, slight variations in colour or shape may occur due to lighting or packaging during transit.

Shipping & Delivery

How long does delivery take?

• UK: 2–5 working days after dispatch

• Europe: Up to 15 working days

• International: 10–25 working days

When will my order be dispatched?
Orders are typically dispatched within 1–3 working days (excluding weekends and public holidays).

Will I receive tracking information?
Yes, once your order is dispatched, you will receive a tracking number via email.

Do you offer international shipping?
Yes, we ship worldwide. Please note that delivery times and customs fees may vary depending on your location.

Will I have to pay customs fees?
For international orders, customs duties or taxes may apply depending on your country. These charges are the responsibility of the customer.

Returns & Refunds

Can I return my order?
Yes, you can return your item within 14 days of receiving it, as long as it is unused, clean and in original condition with packaging and tags intact. Please see our returns policy.

Do I have to pay for return shipping?
Yes, customers are responsible for return shipping costs. We recommend using a tracked service.

How long do refunds take?
Once your return is received and inspected, refunds are processed within 10 working days.

Can I exchange an item?
We currently do not offer exchanges. If you’d like a different item, please place a new order.

Orders & Issues

What if my item arrives damaged or faulty?
If your item arrives damaged or faulty, please contact us within 14 days with photos and your four digit order number. We’ll do our best to resolve the issue as quickly as possible. Please see our returns policy.

What if my order hasn’t arrived?
If your order is delayed beyond the expected timeframe, please contact us and we will investigate with the courier.

Can I cancel my order?
Orders can be cancelled within 1 hour of placing the order. After this, you may need to wait for delivery and then request a return.

Gifting

Can I send an order as a gift?
Yes! Our soft toys make perfect gifts. Just make sure the delivery details are correct at checkout.

Contact Us

Still need help? We’re always happy to assist.
📧: contact@desicuddleclub.com