Shipping Policy

Shipping Policy

Last updated: 5 September 2026

At PLUUSH, we want getting cosy to be simple. Below you'll find everything you need to know about order processing, delivery times, tracking and international shipping.

Order Processing

All orders are processed within 1–2 business days after your order has been successfully placed.

Once your order has been processed and dispatched, you'll receive a shipping confirmation email with your tracking information where available.

Please note that business days do not include weekends or public holidays. During particularly busy periods, such as product launches, sales or holidays, processing may occasionally take a little longer.

Estimated Delivery Times

Once your order has been processed and dispatched, our estimated delivery time is:

This means most orders should arrive approximately 6–10 business days after the order is placed, including processing time.

Delivery estimates are provided as a guide rather than a guaranteed delivery date. Delays outside our control can occasionally occur due to carriers, customs, severe weather, public holidays or unusually high shipping volumes.

Shipping Costs

Any applicable shipping charges will be clearly displayed at checkout before you complete your purchase.

Where a free shipping promotion is available, this will also be shown on our website or during checkout.

Order Tracking

Once your order has been dispatched, we'll send you a shipping confirmation containing your tracking information where tracking is provided by the carrier.

Please allow a short period for tracking information to become active after receiving your dispatch confirmation. Carriers may take 24–48 hours to register the first tracking update.

If your tracking hasn't updated for several days, this does not necessarily mean your parcel has stopped moving. Some carriers only scan parcels at particular stages of their journey.

International Orders

PLUUSH ships internationally, including to customers throughout the UK, US and Europe.

International shipments may be subject to customs procedures in the destination country. Customs processing is outside PLUUSH's direct control and may occasionally result in additional delivery time.

Where applicable, customers are responsible for any import duties, taxes or customs charges imposed by their local authorities unless we explicitly state otherwise at checkout.

Incorrect Shipping Information

Please check your delivery information carefully before completing your order.

If you've entered an incorrect or incomplete shipping address, contact us as soon as possible. We'll do our best to update the details before your order is dispatched, but we cannot guarantee that changes can be made once fulfilment has started.

PLUUSH cannot be responsible for delivery problems caused by incorrect or incomplete shipping information provided when placing the order.

Changing or Cancelling an Order

If you need to change or cancel an order, please contact us as soon as possible after ordering.

Because orders can move into processing quickly, we cannot guarantee that an order can be changed or cancelled once fulfilment has begun.

If your order has already been dispatched, you may need to wait for it to arrive and then follow our Returns & Refunds Policy.

Delayed Orders

Although most orders arrive within the estimated timeframe, occasional carrier or customs delays can happen.

If your estimated delivery window has passed, first check the tracking information provided with your order.

If there has been no meaningful tracking update or your parcel appears significantly delayed, please contact our customer support team with your order number and the email address used to place your order, and we'll help investigate.

Lost or Missing Parcels

If your tracking indicates that your parcel has been delivered but you cannot locate it, we recommend checking:

• Around your property and any designated safe places
• With other members of your household
• With neighbours who may have accepted the parcel
• Any delivery photograph or instructions supplied by the carrier

If you're still unable to locate the parcel, contact us and we'll help you determine the appropriate next steps with the delivery carrier.

Damaged Orders

If your PLUUSH arrives damaged or you receive the wrong item, please contact us as soon as possible after receiving your order.

Include your order number, a brief explanation of the issue and, where appropriate, clear photographs showing the problem. We'll review it and help arrange an appropriate resolution.

Multiple-Item Orders

If you've ordered more than one item, your order may occasionally arrive in separate parcels. If this happens, you may receive separate tracking information for each shipment.

You will not be charged additional shipping simply because we dispatch an order in multiple parcels.

Questions About Your Delivery?

If you have any questions about an existing order, please contact us through our Contact Us page and include your order number so we can assist you as quickly as possible.

PLUUSH
Cosy is on the way.