Refund, Replacement & Cancellation Policy

1) Time limit to report an issue

To be eligible for a replacement or refund, please contact us within 48 hours of delivery. You can reach us on LINE or WhatsApp, or — when available — through the temporary chat on your order tracking page. Note that the order-page chat closes and its message history is permanently deleted 2 hours after delivery, so for later reports please use LINE or WhatsApp.

2) Eligible for replacement or refund

You may be eligible if the toy arrives:

• Damaged in transit (e.g., torn seams, broken parts, stains, or packaging damage that affected the toy)
• Defective (e.g., a manufacturing fault, missing parts, or a sound/light feature that does not work)
• Wrong or significantly different from the confirmed order (model, size, or color)

If confirmed, we may offer:

• Replacement with the same toy (or one of equal value if it is out of stock), or
• Refund (full or partial, depending on the case)

Please keep the toy, its tags, and the original packaging until we confirm the outcome. If the item is used, washed, or thrown away before review, we may not be able to approve a replacement/refund.

3) What to send us (required)

Please contact us via Contact on LINE, Contact on WhatsApp , or use the temporary chat on your order page when it is available, and send:

• Order number or order link
• Delivery date/time
• Clear photos of the toy and the problem (and the packaging if relevant)
• A short note describing the issue

Note: the temporary order-page chat does not support photo attachments. If you need to send photos, please use LINE or WhatsApp and include your order number or order link.

4) Not eligible (important)

Refunds/replacements may not apply if:

• You contact us more than 48 hours after delivery
• Damage happens after delivery (e.g., from use, washing, pets, or rough handling)
• The toy differs only by minor variations (small differences in color shade, fur, stitching, or size of a few centimeters)
• The issue is caused by incorrect/incomplete delivery details (wrong address/phone, missing room number, access instructions)
• The recipient is unavailable and delivery cannot be completed after reasonable contact attempts
• The request is a change of mind. For hygiene reasons, we do not accept returns of plush and soft toys that are not damaged, defective, or wrong

5) Product images and small variations

We aim to show each toy as accurately as possible. Some images on our website are styled photos or AI-assisted visuals that show the overall look, size, and color of the product.

Because many plush toys are hand-finished, the toy you receive may differ slightly in:

• color shade (screens also display colors differently)
• fur texture and stitching details
• packaging, ribbon, or gift-wrap details
• exact size (a few centimeters)

As long as the toy you receive matches the model, size, and overall look of your order, these differences are not eligible for a refund or replacement. (This does not affect cases where the toy arrives damaged, defective, or wrong.)

6) Substitutions (stock availability)

If an item or gift option becomes unavailable after you order, we will contact you first. If you agree to a substitute, we aim to keep:

• the same type and overall look of toy
• a similar color and size (when possible)
• the same or higher value

7) Delivery issues and re-delivery

If delivery cannot be completed because the recipient is unavailable, access is restricted, or details are incorrect/incomplete, we may return the item or arrange re-delivery when possible. If the location or zone you provided was wrong and extra delivery cost applies, we will contact you to approve any additional fee before we reroute or try again. At arrival, we target handover within 15 minutes and do not keep the driver waiting on site longer than 30 minutes in total; if extra waiting is caused by the customer or recipient, we may charge an additional driver waiting fee. Additional delivery fees may apply for re-delivery or rerouting caused by these situations, and cancellations requested at this stage may not be fully refundable.

8) Refund method, timing, and Stripe fees

• Refunds are issued to the original payment method where possible.
• Card refunds can take time to appear, depending on your bank/card issuer (often 5–14 business days, sometimes longer). (American Express)
• Stripe's processing fees from the original transaction aren't returned to us when a card payment is refunded. (Stripe Support)
• You can cancel for a full refund before we start preparing or gift-wrapping your order. Once preparation or dispatch has started, full refunds may not be available. Approved refunds are typically processed within 5–10 business days, but the exact timing may vary depending on the customer's bank or payment provider.

Refund currency

Refunds are issued in Thai baht (THB). If your card or account uses another currency, the amount you receive may differ from the original estimate because of exchange rates or fees set by your bank or card issuer.

9) How to contact us (fastest)

Please message us via Contact on LINE, Contact on WhatsApp , or open the temporary chat on your order tracking page when it is shown. Include your order number/link and any relevant photos. Order-page chat history is permanently deleted 2 hours after delivery.