DELIVERY INFORMATION
All orders are shipped within 48 hours (business days, Monday to Friday, excluding public holidays). During busy periods, such as sales or special promotions, this preparation time may extend to up to 3 business days.
My-Plush offers tracked delivery to the United Kingdom, Ireland, Europe and the United States.
For each order placed, you will receive a confirmation e-mail and then a second e-mail with your shipping confirmation including your order tracking number.
Estimated Delivery Times
Our delivery times consist of two parts: the preparation time of your order and the transit time with the carrier.
- Preparation time: shipped within 48 hours (business days)
- Transit time: depends on the destination and the carrier
For the United Kingdom, half of our parcels arrive about 10 business days after the order is placed, and 90% within 15 business days.
The choice of carrier and the price may vary according to weight, quantity, product availability and basket value, as well as the country of dispatch.
OUR SHIPPING METHODS
Tracked delivery, to your home or to a collection point depending on the carrier: £5.99, free for orders of £65 or more (in the United Kingdom, half of our parcels arrive about 10 business days after the order is placed, and 90% within 15 business days)
VIP delivery, tracked and insured against breakage, theft and loss: £8.99
Some orders may be linked to several suppliers, in which case the items are sent separately.
DELIVERY COSTS
Shipping fees are clearly indicated at checkout. For the United Kingdom, tracked delivery costs £5.99 and is free for orders of £65 or more. The VIP option, which insures your parcel against breakage, theft and loss, costs £8.99. My-Plush reserves the right to adjust these rates or cancel them at any time without prior notice.
Under no circumstances may a third party claim a refund of the delivery costs in place at the time of purchase. Information on delivery costs is indicated at all times at the top of any page on the site, as well as at the order confirmation stage.
REFUND POLICY
Our refund policy lasts for 14 days. If 14 days have passed since we received your order, we are unfortunately unable to offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in its original packaging.
Items that cannot be returned:
* Gift cards
To make a return, you must present us with a receipt or proof of purchase.
Please do not return your purchase to the manufacturer.
There are certain situations where only a partial refund will be given: (where applicable)
* Any item that is not in its original condition, is damaged or is missing parts for reasons that are not due to an error on our part.
* Any item that is returned more than 14 days after delivery.
Items received faulty
If your order is delivered to you defective in whole or in part, you can benefit from a return or refund of the item(s) concerned. To do this, send us a message to the following e-mail address: contact@my-plush.co.uk, including proof of payment (a screenshot of the confirmation e-mail received when you placed your order, for example) and a photo of the items concerned. Please also specify in the message whether you would like the faulty items to be returned or refunded.
Order cancellation (if applicable)
Orders are shipped within 48 hours. If you wish to cancel your order for any reason, please email us at contact@my-plush.co.uk.
As orders are shipped within 48 hours, please contact us as soon as possible, so that we can attempt to cancel your order before it is shipped.
No request to cancel your order can be considered if it has already been shipped.
Replacement and voucher (if applicable)
1. Exchange your item for a different size/colour.
Exchanges are only available for the same size and/or colour of the same style. Exchanging for a different product is strictly not permitted. We recommend that you return your original item for a refund and then place a new order for the product you want.
2. Refund details and vouchers
Refunds are made to your original payment method within 14 days of receiving your return.
Orders that are exchanged or items returned/exchanged due to manufacturer defect will not incur a restocking fee. The charge will be applied to the original order and the balance will be refunded.
Only the final price paid (after any discount) will be refunded.
Discount codes or vouchers cannot be reissued and are not refundable.
Refunds (where applicable)
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision to approve or reject your refund request.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of receiving your return.
Late or missing refunds (if applicable)
If you have not yet received your refund, please check your bank account again first.
Then contact your credit card issuer, as there may be a delay before your refund is officially posted.
Then contact your bank. There is often a processing time before a refund is posted.
If after completing all these steps you have still not received your refund, please contact us at contact@my-plush.co.uk.
Exchanges (where applicable)
We will only replace an item if it is faulty or damaged. If in this case you would like to exchange it for the same item, please email us at contact@my-plush.co.uk
Gifts
If the returned item was identified as a gift at the time of purchase and was sent directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift voucher will be sent to you by post.
If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and they will know that you have returned the item.
Shipping
You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the return postage will be deducted from your refund.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than £65, you should consider using a delivery service that allows you to track the shipment or taking out delivery insurance. We do not guarantee that we will receive the item you return.
Contact & Information
For further information or clarification regarding this Delivery Policy, please contact our customer service team :
Email: contact@my-plush.co.uk
Phone: +33 1 89 76 02 12
Address: 2 Dublin Landings, North Wall, Dublin, D01 V4A3, Ireland