Refund policy

Our returns policy

At The Plush Pillows, we want to make sure each of our customers are happy with their purchase. If you've changed your mind about keeping your purchase, please return it within 14 days in its original condition with proof of purchase. We'll exchange or refund it, as long as it meets our terms and conditions explained on this page.

The item must be returned in its original condition (UNUSED) and in its original packaging. A refund will be issued for the full purchase price. Please note that shipping fees are non-refundable.

By original condition we mean:

  • you’ve kept all original packaging and labels in good condition and the product can be resold at full price.
  • you haven’t used the product.

What can't be returned

These products can only be returned if they’re faulty or not as described.

  • Purchases received over 14 days ago
  • Items you’ve opened or unsealed, other than where necessary to inspect
  • Items without the original packaging or labels
  • Products made or cut to your own specifications
  • Products that have been personalised for you
  • Used gift cards
  • Products that can’t be returned for hygiene reasons:
    • Plush products that have been opened, used or don’t have the seal intact
    • Personal care products including pillows and cushions

If you return products which are outside our returns policy, we’re unable to process a refund.

To begin your return, please email your order number, name, and the reason for wanting to return your item to help@theplushpillow.co.uk.

Our customer service will respond with further information on the return process.

If you have received a defective product, please take pictures of the item, including images of the product hangtag, and send an email along with your order number to help@theplushpillow.co.uk. From there a replacement or refund will be issued accordingly.

How you'll be refunded

You’ll receive a refund within 14 days of returning the item to the same payment method you used. For items bought with gift cards, we’ll send an e-gift card to the email address that was used to make the purchase.