FAQ

If you have a question, please consult our list of frequently asked questions before reaching out for assistance.

Orders, Shipping & Returns

Order Processing

All orders are carefully packed and dispatched from our UK warehouse.

- Orders are typically processed within 1–3 working days.
- During peak periods (sales, launches, holidays), processing times may be slightly longer.
- Orders placed on weekends or public holidays will be processed the next working day.
- Once your order has been dispatched, you’ll receive a confirmation email with your tracking details.

Order Changes & Cancellations

We aim to dispatch orders quickly, which means changes aren’t always possible.

If you need to:

- Amend your delivery address
- Cancel your order

Please contact us as soon as possible at hello@plushunderwear.com with your order number. If your order has already been dispatched, you’ll need to follow the return process once it arrives.

Where do you ship to?
UK Shipping

We currently ship within the United Kingdom.
Shipping options:
- Standard Delivery: 2–4 working days
- Express Delivery: 1–2 working days

Shipping costs are calculated at checkout based on your location and chosen service.

International Shipping

We also offer international delivery to selected destinations. Please note:
- Delivery times vary by country
- Any customs duties, taxes or import fees are the responsibility of the customer

Delivery Delays

Once your order has left our warehouse, delivery is handled by third-party couriers. While we do everything we can to ensure smooth delivery, delays caused by the courier, customs, or external factors are outside of our control.
If your parcel is significantly delayed, please contact us and we’ll do our best to help.

Returns

We want you to love your PLUSH pieces. If something isn’t right, here’s how returns work.

Returns Window

You have 14 days from the date of delivery to request a return, unless stated differently at the time of purchase. Such as during the Christmas period.

To be eligible for a return:
- Items must be unused, unwashed, and unworn
- All original tags and hygiene seals must be intact
- Items must be returned in their original packaging
We reserve the right to refuse returns that show signs of wear, washing, odour, or damage.

How to Return

To request a return, please email: hello@plushunderwear.com

Include:
- Your order number
- The reason for return

We’ll reply to you within 24-48 hrs with instructions for sending your item back.

Please note, customers are responsible for return shipping costs. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Refunds

Once we receive and inspect your return:
- Refunds are processed back to your original payment method
- Please allow 5–10 working days for the funds to appear in your account
- Original shipping costs are non-refundable