Shop Policies
Packaging
Dolls will be carefully wrapped in tissue paper and bubble wrap and sent in sturdy cardboard boxes.
Smaller items will be placed in small boxes, which will be protected in bubbly Jiffy bags.
Payment
The buyer is responsible for charges for currency exchange to GBP, taxes, and customs duties. The parcel will not be marked as a gift.
Please check your local regulations for accurate information.
Shipping
Ready to ship items will be brought to the post office within 1 to 3 business days (3-5 for mini hoops) and sent via Royal Mail (International tracked for worldwide or Signed for in the UK, unless otherwise selected). Made to order/ custom dolls will be dispatched within 6 weeks, and made to order mini hoops will be dispatched in 3 weeks.
If you are in the UK, the package should be delivered to your address within 3-5 business days after shipment.
After shipment, the packages should be delivered to your country within:
Europe 7-10 business days
North America 7-15 business days
Other 10-20 business days
These are estimated delivery times by Royal Mail and are not guaranteed.
Delays due to customs are unfortunate but may occur. You may have to be extra patient for customs to release your parcel.
Safety
Items available in my shop are not toys and not intended for children under 14 years old. Extra care should be taken to keep them out of reach of children since they could be mistaken for toys.
Damaged package
Please contact me with the date the item was delivered, photographs of the damaged item and packaging within 2 days of delivery, so that we can submit a claim with Royal Mail. You must return the damaged item via TRACKED delivery to be issued a refund within 5 working days of receipt. If you return the item via standard delivery and the item gets lost during transit, you will not be issued a refund.
Lost package
Dolls
Please contact me if you have not received your package within 14 days after dispatch in the UK, or 1 month outside the UK.
Keychains / Pins / Jewellery
For these items, you can choose to have your package delivered by Standard Service rather than Signed For at your own risk. Please UPGRADE to Signed For service to ensure safe delivery. If you chose Signed For delivery, please contact me if you have not received your package within 14 days after dispatch in the UK, or 1 month outside the UK. No refunds will be issued for lost packages sent via Standard Service.
Returns
Please contact me to return your item in its original condition in the original packaging within 14 days of receipt. Buyers are responsible for return TRACKED shipping costs (even if you used standard delivery to receive). You will be refunded within 14 days of receipt of the return package. If the item is not returned in its original condition and packaging, refund will be deducted for loss in value.
If you are returning an item from outside the UK, indicate clearly on the package that you are returning a purchase. Customs duties or taxes incurred during return will be deducted from the refund.
If the package gets lost during return, please provide the tracking number. Without this, no refunds will be issued.
*Custom orders are exempt from returns.
Item redelivery
If a package is returned to me and needs to be resent to the buyer, the buyer is responsible for redelivery charges and any associated costs (customs, etc. ). Please ensure your delivery address is accurate to prevent this issue.
Christmas 2017 Order Dates
Last day to order READYMADE items to receive by Christmas:
15 Dec - UK
18 Dec - UK Expedited
28 Nov - Africa, Middle East
1 Dec - Asia, Cyprus, Far East, Eastern Europe (except Czech Republic, Poland and Slovakia)
29 Nov - Caribbean, Central and South America
5 Dec - Australia, Greece, New Zealand
8 Dec - Czech Republic, Germany, Italy, Poland
8 Dec - Canada, Finland, Sweden, USA
11 Dec - Austria, Denmark, Iceland, Portugal, Netherlands, Norway, Slovakia, Spain, Switzerland
13 Dec - Belgium, France, Ireland, Luxembourg
*Receipt by Christmas is not guaranteed since delivery depends on Royal Mail (and your country’s mail services) but I will bring the parcel to the post office in time for Royal Mail’s cutoff dates for Christmas
Questions about your order?
Email at plushartlab (at) gmail.com
Custom and personalised orders
Available by request. Email at plushartlab (at) gmail.com