Delivery
- Delivery is free across India. The checkout total shows ₹0 for delivery before you pay.
- Dispatch: we aim to dispatch orders within 1–2 business days after payment is confirmed.
- Delivery estimate: usually 5–9 business days after dispatch. Remote PIN codes can take up to 12 business days.
- Prepaid only: cash on delivery is not available. Pay securely through Razorpay using UPI, cards, netbanking or supported wallets.
- Address accuracy: please check your phone number, PIN code and full address before paying. If you spot a mistake, email us immediately; we can only change an address before dispatch.
- Tracking: where available, tracking details are sent to the email or mobile number used at checkout. You can also email us with your PS order number.
Delivery estimates are not guarantees. Weather, public holidays, courier delays or remote locations can add time. If your parcel is delayed, email support@plushstory.shop and we will look into it.
Returns & refunds
We want you to love your plush friend. If something is wrong, please contact us within 7 days of delivery.
What we can help with
- The plush arrived damaged, defective or with a loose seam or part.
- You received a different product or size from what you ordered.
- An item is missing from your parcel.
How to start a return
- Email support@plushstory.shop within 7 days of delivery.
- Include your PS order number, a short description of the issue, and clear photos or a short unboxing video.
- Keep the plush, tags and packaging until we confirm the next step. Please do not send anything back before we reply.
- If the issue is confirmed, we will arrange a replacement or refund. We may arrange a pickup where service is available.
Refunds
- Approved refunds are returned to the original payment method through Razorpay.
- Please allow 5–7 business days after approval for the refund to appear. Your bank or payment provider may take a little longer.
- Delivery is free, so there is no delivery charge to refund.
What we cannot accept
- Change-of-mind returns, or items that have been used, washed, damaged after delivery or returned without tags and packaging.
- Requests made after the 7-day window, except where required by applicable law.
- Plush toys that have been altered, personalised or used in a way that affects hygiene or safety.
Cancellations
Email us as soon as possible with your PS order number. If the order has not been dispatched, we can usually cancel it and refund the full amount to the original payment method. Once dispatched, the returns process above applies.
Damaged parcel
If the outer parcel looks damaged when it arrives, please take a photo before opening it if you can, and keep the packaging. Contact us within 7 days so we can investigate with the courier and make it right.
Questions?
Email support@plushstory.shop or visit our contact page. We aim to reply within 1 business day, Monday to Saturday.