Help & FAQs
I haven't received an order confirmation email
We'll use the email address you've provided to update you about your order. This could be an address linked to your PayPal account. We receive many orders with misspelled domains such as 'hotmial' and 'gnail', and therefore we're unable to send you automated emails. Also, please check your spam/junk mail folders.
Where will I find my receipt?
We'll update you by email just as soon as your order is dispatched. We'll also attach a full PDF VAT receipt for your records when your order has been completed. You can also log in to your Plushpaws account (should you have one) at any time to review your orders or download VAT receipts.
Where's my order?
We want you to receive your order as quickly as possible and we'll dispatch it the very same day it's received (before 5:30pm), Monday to Friday (excluding public holidays) in accordance with the delivery service selected. Please note: the saver delivery option does not include tracking.
To check on the current status of your order, you can sign in to your account - if you have one.
- In Progess means that our team are preparing your order for dispatch.
- Completed means that your order has left our warehouse. You'll receive an email confirming this. Depending on your chosen delivery method, you may also receive a tracking reference.
What are retired products?
Regretfully, from time to time we have to retire some of our older products to make way for new ones. Any items marked as 'retired' cannot be ordered.
Can you help me replace a lost toy?
We receive hundreds of requests for replacements, and a quick search of the site will tell you what we have. If you've lost a special toy and need a replacement we know just how important that is. Unfortunately, if the design you're searching for is displayed as retired then we don't have any remaining whatsoever. We've checked already, sorry.
Have I ordered an out of stock product?
In the unlikely event that we're temporarily out of stock but have somehow allowed you to order something we don't have, we'll contact you within 24 hours.
When a product is out of stock, its page will say "Out of stock, return date TBC". We will (where possible) advise of an estimated due date too. Please note: dates are estimations based on shipping forecasts and are subject to change. These changes are outside of our control. We'll still get your order to you as soon as possible and update you just as soon as it's been dispatched.
Can I preorder something?
We want you to be the very first to get your hands on our fabulously fluffy designs, so from time to time we'll offer you the chance to preorder them. An estimated launch date will be displayed. Please note: dates are estimations based on shipping forecasts and are subject to change. These changes are outside of our control.
What if my tracking reference doesn't work?
If you've selected a delivery service that includes tracking we'll let you know your tracking reference at the time of your order's dispatch. Tracking is updated as your order navigates the Royal Mail network. If you track your order before the initial Royal Mail scan, your tracking reference will not be recognised. Simply try again later.
I'm sending a gift. Will any paperwork be enclosed?
Don't worry, no paperwork relating to your order (or price information) is enclosed within your gift. Your receipt is emailed directly to YOU when your order is completed. You can also log in to your Plushpaws account at any time to review your orders or download VAT receipts. If you wish to include a message with your order then why not shop our Gift Cards & Bags selection?
Can I exchange or return my order?
We hope you love your order, but sometimes it might not be right. The designs might be too small, too big, or you've simply changed your mind. For further details about exchanging and/or returning something, please read our returns policy.
Need further assistance?
If you can't find an answer here and you still need help with something, please feel free to contact us.