FAQ

The payment methods available for your order are shown at checkout and may depend on your device and payment-provider eligibility. US orders are charged in US dollars (USD). For other destinations, check the currency shown at checkout. You can review the total price and any taxes we collect before you pay.

Email hello@thesoftables.com as soon as possible with your order number and the change you need. We’ll check whether it can still be made. For US orders, changes or cancellations may no longer be possible once an order has been prepared or shipped. For other destinations, a parcel already in transit may be too late to redirect.

EU and UK customers can cancel under their statutory right of withdrawal, including after dispatch. See our EU and UK cancellation instructions. For delayed, unshipped orders, see our Shipping Policy.

Check your spam folder and the contact information you used at checkout. If you see a charge but cannot find an order confirmation, contact us before placing another order so we can check.

Include the transaction date and amount if available. Please do not send your full card number or security code.

We ship to eligible addresses in the United States (US), European Union (EU), United Kingdom (UK), and Australia. In the US, we deliver to Alaska and Hawaii. We cannot deliver to US territories or US military addresses (APO, FPO, or DPO). US orders are dispatched from stock held in the United States and arrive without import duties or customs fees.

Standard shipping is free to eligible addresses in all four markets, with no minimum purchase. For information about taxes and import charges, see our Shipping Policy.

• Handling: usually 1–2 business days to prepare and pack your order.
• Transit: typically 7–14 business days after shipping.
• Total: approximately 8–16 business days from the applicable processing start date.

Orders placed before 4:00 PM Eastern Time (ET) on a business day begin processing that day. Orders placed at or after the cutoff, on weekends, or on U.S. public holidays begin processing the next business day.

Business days are Monday through Friday, excluding US public holidays. The same estimates apply to all four markets. Local holidays and customs processing can affect the arrival date.

When your order ships, we’ll email you a shipping confirmation with tracking information. Use the tracking link in that email to follow your package.

If you cannot find the email or need help understanding an update, contact us with your order number.

If your package has not arrived within the estimated delivery timeframe, contact us with your order number so we can investigate.

If tracking says delivered, first check around your delivery location and with household members, neighbors, or building management. If you still cannot locate it, contact our team for help.

For US orders, request a return within 180 calendar days after delivery. For EU, UK, and Australian orders, you have 180 calendar days after the last item in your order arrives.

For a return under our voluntary policy, the item must be unused, unwashed, and in its original condition, with its original tags and any supplied accessories. Please include the original product packaging where supplied. Sale items follow the same return conditions as full-price items.

EU and UK customers can inspect a purchase as they would in a shop during the statutory cooling-off period. Original tags and packaging are not a condition of that right. You can also report a fault or wrong item under applicable law, including after our 180-day window.

Email hello@thesoftables.com with your order number or other details identifying your purchase and tell us which items you want to return. For a US return, please include a brief explanation. If something is wrong with an item, tell us what happened so we can help.

We’ll send the return address and mailing instructions. For a voluntary return, send the item within 14 calendar days after receiving the instructions, unless we agree to an extension. We honor the date you made the request. For EU and UK statutory cancellations, follow the deadlines below.

You can cancel without giving a reason, from the time you order until 14 calendar days after you or someone you designate receives the last item in your order. Use your orders to select the items and confirm cancellation or return, or send us a clear statement by email or post before the deadline. You do not need our approval or a particular form.

Send the goods back within 14 calendar days after telling us you are canceling, unless we offer to collect them. If you cancel the entire order, we refund the price and any standard outbound delivery charge. See the international cancellation instructions for contact details, an optional cancellation form, and refund timing.

US returns. Return postage is free for eligible returns. A prepaid return label is included in your US package. Contact us before using it. If it is missing, damaged, or no longer valid, we’ll arrange another prepaid return method at no cost to you. We do not deduct return-label or postage costs from your refund.

EU, UK, and Australian change-of-mind returns. These parcels do not include a return label. You arrange the return to the United States and pay the direct postage to the carrier. We’ll send the mailing address and packing instructions when you request a return. See the international return policy.

Wrong, damaged, defective, or misdescribed items. We cover the necessary return costs in every market. Contact us so we can arrange or pay for the return. We do not charge restocking or processing fees.

Contact us promptly with your order number and a description of the issue. Photos of the item and packaging can help if reasonably available; an unboxing video is not required.

We’ll review the problem and explain your remedies under the law where you live. Depending on the issue, these may include repair, replacement, a price reduction, or a refund. Our voluntary return conditions do not limit those rights. Please contact us before returning anything, and stop using an item if it appears unsafe.

For an eligible ordinary return, we complete the inspection and issue your refund within 10 business days of receiving the item, unless a shorter legal deadline applies. We use the original payment method unless you expressly agree to another way to receive the refund without a fee. EU and UK statutory cancellations have separate deadlines set out in our Return and Refund Policy.

Your bank or payment provider may need additional time to post the credit. If it has not appeared within 10 business days after our refund-confirmation email, contact us so we can help trace it.

We do not offer direct exchanges. To choose a different item, request a return of the original purchase and place a new order, subject to its price and availability.

Replacements for damaged, defective, or incorrectly supplied items are handled separately.

Start with the care label and any instructions supplied with your individual plush. Fabrics, fillings, and attached details can need different care. Only machine wash an item if its label specifically allows it.

Our Care Guide explains surface cleaning, washing, drying, and everyday care. If your label is missing or unclear, contact us before washing.

Dimensions and age guidance are specific to each item. Review the product information and any warnings on its label or packaging. If the measurements or age suitability you need are missing or unclear, contact us before purchasing.

We currently offer standard plush toys and do not offer custom-made or personalized orders.