Returns Policy

Return Policy

We want you to be completely satisfied with your purchase. If for any reason you wish to return your soft toy, we are happy to assist.

Please read this policy carefully to ensure a smooth return process.

Returns Eligibility

To qualify for a return:

The item must be unused
The item must be clean and in original condition
The item must be returned in its original packaging
All tags and labels must remain attached (where applicable)
Proof of purchase (order number or confirmation email) is required

Due to hygiene reasons, soft toys must not be used or handled beyond reasonable inspection.

Non-Eligible Returns

We cannot accept returns for soft toys that have been:

Played with, pulled, or handled excessively
Washed, cleaned, or altered
Damaged after delivery
Returned in a used or soiled condition
Returned without original packaging or tags (unless faulty)

How to Start a Return

To begin a return, please contact us at: contact@desicuddleclub.com

Please include:

Your order number
Details of the item(s) you wish to return

We will provide instructions on how to return your item.

Return Timeframe After Approval

Once your return request has been approved, items must be returned within 14 days.

Return Shipping Costs

Customers are responsible for return shipping costs
We recommend using a tracked delivery service, as we cannot be held responsible for items lost or damaged during return transit

Refund Process

Once your returned item is received, it will be inspected to ensure it meets the return conditions.

Refunds are processed within 10 working days of receiving the item
Refunds will be issued to the original payment method
You will receive confirmation via email once processed

We reserve the right to make a deduction from the refund if the item shows signs of use beyond what is necessary to inspect it.

Non-Refundable Costs

Please note:

Original shipping costs are non-refundable, except where required by law
Any upgraded or express shipping options are non-refundable
Items not returned in original condition may be refused or partially refunded

Cancellations

Orders may be cancelled within 1 hour of placing the order.

After this time, your order may already be processed. If you wish to cancel after this window, you will need to follow the returns process once your order has been delivered.

Sale Items

Items marked as “Special Sale” are non-returnable unless faulty
Items marked as “Clearance Sale” are final sale and cannot be returned unless faulty

Please review product details carefully before purchasing.

Exchanges

We do not currently offer exchanges.

If you would like a different item, please place a new order.
If eligible, your original item will be refunded once returned and inspected.

Faulty or Damaged Items

We are committed to delivering high-quality soft toys. If your item arrives faulty, damaged, or incorrect, we will resolve the issue promptly.

What qualifies as faulty:

Manufacturing defects (e.g. loose stitching, missing parts)
Damage caused during delivery

Reporting a Fault

Please inspect your order upon arrival. If there is an issue:

Contact us within 14 days of delivery
Provide clear photographic evidence of the issue

Email: contact@desicuddleclub.com

Fault Resolution

If your item is confirmed as faulty, we will offer:

A replacement, or
A full refund

Your Statutory Rights

Nothing in this policy affects your statutory rights.
Under UK law, you are entitled to a repair, replacement, or refund if your item is faulty or not as described.