Shipping Policy

Quick Delivery Summary

UK: 2–5 working days after dispatch
Europe: Up to 15 working days after dispatch
International: 10–25 working days after dispatch

Order Processing Time

We aim to dispatch all orders within 2–3 working days (excluding weekends and UK public holidays).

Once your order has been dispatched, you will receive a confirmation email with tracking details.

Shipping Rates & Delivery Times

United Kingdom

Standard Delivery (Tracked): £3.99 (2–5 working days)
Free UK Shipping on orders over £100
We currently do not offer next-day delivery

Europe

Tracked/Signed: £9.99
Estimated delivery: up to 15 working days after dispatch

USA, Canada & International

Tracked/Signed: £11.99
Estimated delivery: 10–25 working days after dispatch

Order Tracking

Once your order has been dispatched, you will receive a tracking number via email. You can use this to monitor your delivery progress.

We recommend checking tracking updates regularly to ensure successful delivery.

Packaging & Product Care

All items are securely packaged to ensure they arrive clean and in excellent condition.
Some soft toys may be vacuum-packed for protection during transit and will return to their original shape once opened.

Product Safety

All of our soft toys comply with UK and EU safety standards where applicable.
Please refer to individual product pages for age suitability guidance and safety information before purchase.

Delivery Responsibility

Address Accuracy

Customers are responsible for ensuring that all delivery details provided at checkout are correct.

If an order is returned to us due to incorrect or incomplete address information:

A refund will be issued for the item(s) only
Original shipping costs are non-refundable

Missed Deliveries

If delivery is unsuccessful due to:

Incorrect address
Failure to receive or collect the parcel
Inaccessible delivery location

The customer will be responsible for any re-delivery costs.

Returned items will be refunded (excluding shipping), and a new order must be placed to re-ship the item.

Post-Dispatch Responsibility

Once an order has been dispatched, it is handled by the courier service and is outside of our direct control.

Customers are responsible for monitoring tracking updates and ensuring availability to receive their order.

Lost or Delayed Orders

Orders may occasionally be delayed due to courier or customs processes.

An order is considered lost if it has not arrived within:

UK: 10 working days after dispatch
International: 30 working days after dispatch

If your order exceeds these timeframes, please contact us so we can investigate with the courier.

International Orders & Customs Charges

International shipments may be subject to customs duties, taxes, or import fees, which are determined by your local authorities.

These charges are the responsibility of the customer
We are not responsible for customs delays or additional fees

If a shipment is refused due to unpaid customs charges:

A refund will be issued once the item is returned to us
Shipping costs are non-refundable

We recommend checking with your local customs office before placing an order.

Country-Specific Delivery Notes

South Africa

In some cases, customers may be required to arrange final delivery or collect their parcel from a local depot or post office.

Failure to collect the parcel may result in the item being returned. Refunds will be issued for the item only (excluding shipping).

Delivered but Not Received

If tracking shows your parcel as delivered but you have not received it:

Please check with household members, neighbours, or safe places
You may be required to complete a Denial of Receipt (DOR) form
We will then investigate the issue with the courier

Incorrect Item Claims

If you believe you have received an incorrect item, please contact us with:

Clear photos of the item received
Packaging and shipping label

We will review and resolve the issue promptly.

Fair Use Policy

We are committed to resolving genuine issues quickly and fairly.
We reserve the right to take appropriate action in cases of suspected misuse or fraudulent claims.