Returns & Refunds
The short version: if something arrives damaged, wrong or cursed, I make it right, no drama. If you're in the EU, you also get the 14-day withdrawal right the law gives you. Outside of that, I'm a one-person shop shipping physical goods across the planet, so anything beyond that is handled case by case. Details below.
Damaged, defective or wrong item
Check your plushie when it arrives. If it shows up with real damage: a torn seam, a hole, a lost limb, embroidery that doesn't look like the photos, or it's simply not the one you ordered, write to me at [email protected] within a few days, with a couple of photos and your order number, and I'll fix it: replacement or refund, whichever you prefer, costs on me. This one is never a fight.
What doesn't count: the small stuff that comes with any plush made by humans, official ones included. A trimmed-thread nub, slight differences between your plushie and the photos, a minor fabric quirk. If it doesn't affect the use or the overall look of the plushie, it's character, not a defect. Unsure which side your case is on? Write to me anyway with photos and I'll give you an honest answer.
EU customers: the 14-day withdrawal right
If your order ships inside the EU, you have the right to withdraw from your purchase within 14 days of receiving it, for any reason, no justification needed. To make it work:
- Tell me within 14 days of delivery, at [email protected] or through the contact page. A simple "I withdraw from order #X" is enough.
- Send the item back within 14 more days, in the same condition you received it: unused, clean, tags on, in its original packaging.
- Return shipping is on you, and I'd strongly suggest a tracked service: I can only refund once the plushie actually reaches me.
Once it's back and passes a quick inspection, I refund the item price plus the standard shipping you paid, on your original payment method, within 14 days. If the plushie returns visibly used or damaged beyond what it takes to check it out, I can deduct an amount for the lost value. If it comes back smelling like it lived on your shelf for a month, that, too, is lost value.
Outside the EU
For orders shipped outside the EU there's no legal withdrawal right, and return shipping from another continent often costs more than a plushie, so returns are accepted case by case, at my discretion. Write to me first; if we agree on a return, all shipping costs, both ways, are on you. Packages sent back without agreeing on it first can't be accepted.
What can't be returned
- Custom or personalized items: commissions and one-offs made for you
- Plushies that come back used, washed, or missing their tags
- Unsolicited returns, no exceptions
How refunds work
Once your return reaches me and passes inspection, you get an email and the refund goes back on your original payment method within 14 days. Banks can take a few extra days to actually show it; that part is between you and them.