Second thoughts
Wrong size, wrong colour, or a plush that did not survive its first week — what to do in each case.
Returns go through the store
The shop that took your money runs the return. Its policy, its window, its label. Start the return in your order history there and it will be dealt with in a day or two. We have no access to the transaction and cannot authorise a refund even when we would like to.
If the plush itself is faulty
A seam that opens, fill that has gone to one end, embroidery that lifts — that is our mistake, not a shipping accident. Return it through the store for the refund, and send us a photograph as well. Faults tell us something about a pattern or a batch and we would rather know.
Before you send it back for size
Hug it once. A plush that looked too small in a box often reads differently in a room, and a long pillow that seemed enormous tends to settle in. If it is genuinely the wrong size, our size guide in the nap notes will get the second attempt right.