Refund policy
We want you to love what you ordered from Plushly. If something isn't quite right, we back every purchase with a 30-day money-back guarantee.
To start a return or cancel an order, email us at: hello@getplushly.com
Here's how the process works:
1. Who qualifies for a return or cancellation
- Reach out within 14 days of your item arriving and let us know why.
- Items need to come back unused, in their original condition, with tags and packaging still attached.
- Want to cancel instead? You have a 1-hour window after checkout — once an order starts processing, it can't be pulled back. We'll always send written confirmation once a cancellation goes through.
- Inspect your order as soon as it arrives, gift or not. Damage claims made more than 14 days after delivery can't be accepted.
2. How to send something back
- Email hello@getplushly.com with your order number, which item(s) you're returning, and the reason.
- Repack the item using its original packaging.
- Ship it to the return address we provide in our reply.
- Once the parcel reaches us, we'll get your refund or exchange moving.
3. Who covers return shipping
- Return postage is on you, unless the mix-up was ours — wrong item shipped, or something arrived defective.
- Ship with a trackable courier. Plushly can't take responsibility for parcels lost or damaged on the way back to us.
4. How refunds are handled
- Refunds go out once we've received the item and confirmed it's still in original condition.
- Money goes back to whatever payment method you originally used.
- A 10% restocking and processing fee applies to refunds.
- Choosing an exchange instead? No fee for that.
- Shipping charges, where applicable, don't get refunded.
5. Cancelling an order
- Take a moment to double-check your cart before you check out — we want you fully satisfied from the start.
- Cancellations carry a 5% bank handling fee, subtracted from whatever's refunded.
- Order changes or cancellations are only possible in the first hour after purchase.
- After that, the order is already processing and can't be stopped. You'll get email confirmation for any cancellation we do process.
- Still want a refund or exchange after delivery? You've got a 14-day window from when it arrives.
6. Wrong or damaged item on arrival
Sorry in advance if this happens — mistakes occasionally slip through. Email us your order ID along with a photo within 14 days of delivery, and we'll sort it out. Past that window, we're not able to offer a refund or exchange.
7. Ordering for a specific date
- We can't promise delivery by a particular date, including holidays or events.
- Order early to leave room for unexpected shipping delays.
- If timing doesn't work out and you'd like to return the item, email us within 14 days of it arriving.
- Return postage is the customer's responsibility in this case.
8. Parcel shows delivered but never arrived
- If tracking says "delivered" but you haven't received it, let us know — we'll work with you to get to the bottom of it.
- To keep things fair for everyone, we run a full check with our shipping carrier before offering a reshipment or other resolution.
- We're not able to issue refunds for packages lost by the postal carrier itself.
9. Reaching our team
- Our support team is here for whatever questions come up.
- Email us anytime at hello@getplushly.com.
- Expect a reply within 48 hours.
10. Parcels sent back to us
- If your order bounces back to us — bad address, missed delivery attempts, unclaimed at the courier, or anything similar — email us with your order number within 30 days of purchase.
- We can't offer refunds when the issue traces back to an incorrect or non-residential address entered at checkout, or a move that wasn't updated with us.
- Reshipping a returned parcel comes with a handling and shipping fee.
- That fee applies even if the original order originally qualified for free shipping.