The Plush Kingdom
The Plush Kingdom

FAQs

RETURNS/EXCHANGE

Returns and Refunds  

At The Plush Kingdom, we want you to fall in love with your purchase! That's why we've crafted a super friendly return policy. For our Aussie friends, you've got 14 days, and for our international pals, a generous 30 days from the date you receive your plushies to decide if they're your perfect match.

How Refunds Work  

  • Return Received: Once your return arrives at our kingdom, we'll send you an email confirmation, letting you know your plushies are safely back home.  
  • Approval or Rejection: We'll give you the thumbs up (or down) on your refund request.  
  • Processing the Refund: If approved, we'll process your refund and send it back to your original payment method quicker than you can say "huggable!"  

Late or Missing Refunds  

Is your refund playing hide and seek? Let's find it together! Here's what you can do:

  1. Check Your Bank Account: Give it a quick look to see if the refund has snuck in.  
  2. Contact Your Credit Card Company: Sometimes refunds take a little time to appear.  
  3. Speak with Your Bank: They might have more info on any pending transactions.  

Still no sign of your refund? Reach out to us at [email protected] and we'll help solve the mystery! 

At The Plush Kingdom, we're here to make your shopping experience as delightful as possible. 💫

We're all about making sure you're 100% stoked with your buys. But we get it, sometimes things just don't work out. That's why we've got a super chill exchange and return policy.

What's the lowdown?

Not vibing with your purchase? No biggie! As long as it's unused, in the same condition you got it, in the original packaging, and returned within 30 days, we're cool!

Scored a faulty item? Major bummer! But hey, we're all human. Just hit us up at [email protected], and we'll get things sorted pronto!

Got a faulty item? Here's what we need from you:

We need some details! Send us a detailed description of what's up - what happened, when it started acting up, etc. The more info, the better! Plus, if you can, snap some pics or take a video of the faulty item. This will help our team assess the situation faster and get you back to the party ASAP!

What's the deal with Exchanges?

Exchanges are just like swapsies! If your item is defective or damaged, we'll replace it with the same one. Just drop us an email at [email protected] and send your product to PARACOSMIC.

Shipping

Once we get your return, we'll give it a once-over and let you know via email whether it's been approved or not. If it's all good, we'll refund your original payment method quicker.

Confused? Got questions?

We're here for you! If anything about our Returns and Exchanges Policy isn't clear, give us a shout at [email protected]. We love chatting with you guys!

Heads up, our policy might change every now and then, so keep your eyes peeled for updates.

  1. Change of Heart? No worries! You've got 14 days (if you're in Australia) or 30 days (for our global family) from the delivery date to initiate a return.
  2. Email Us: Send an email to [email protected]  with your name, order number, and the items you're returning.
  3. Return Details: We'll provide you with the necessary information on how to return your items. You can opt for a credit note, refund, or exchange - whatever suits you best!
  4. Ship it Back: After approval, you have 3 business days to post your items back. If they're not shipped within this time, they may not be accepted.
  5. Exchange Time? Great! Just remember there's a flat $5 shipping fee for the new items. We'll let you know when your replacements are ready to be sent out.
  6. Processing Time: We'll process your online returns within 3-4 business days of their arrival at Paracosmic HQ.

In-store Returns

Don't feel like waiting for postage? You can also return your items by dropping them off at our retail store in Braybrook. Just make sure to bring along your receipt or proof of purchase.

Returns Conditions - Online Purchases

  • Keep it Original: Items need to be unworn, unwashed, unused, and unopened.
  • Sale Items: Scored a deal during a sale? Awesome! But remember, these items are not eligible for returns.
  • Promo Periods: During promotional sales periods, returns can only be exchanged or returned for in-store credit. No refunds, but we'll always let you know when these periods are happening!

Remember to include your name & order number with your return. Unless there's an error or the item was faulty, the cost of return postage is on you. Any questions? Just reach out!

How to Request a Return

Hey there! Need to return an item? No worries, we've made it super simple and hassle-free because we all deserve shopping that's smooth and joyful! 🌟

Getting Started:

  1. Dive into Your Account:
  • Click on that cute profile icon in our store's navigation menu, or head over to either the refund policy or returns page.
  • Enter your email in the field, then hit Continue.
  • Check your inbox for an email from us. It has a magical six-digit code you'll need to proceed!
  • Pop back to our store and enter that code to unlock access.
  1. Find Your Order:
  • Click on the order you want to chat about.
  1. Pick Your Items:
  • Got more than one item in your order? That's fine! Just select the ones you're planning to send back.
  1. Tell Us Why:
  • Share the reason for your return and feel free to leave a note—it's like sending us a postcard!
  1. Make It Official:
  • Click 'Request Return' and you're all set!

After you submit your request, if it's approved and involves shipping, we'll send you an email with all the details, including a return label. Once we receive the item, your refund will dance its way back to you! 💃🕺

Have fun shopping and remember, we're here with you every step of the way! 🎉

Sure thing, the plushies fam! 🌟 If you got the wrong item, don't sweat it, The Plush Kingdom has your back with two easy-peasy options to set things right:

1. Swing by our Braybrook Warehouse: If you’re in the area, why not pop in for a direct exchange? Just bring the mistaken item, and we’ll swap it out for the right one.

2. Mail it Back: Can’t make it to us? No worries! Send the incorrect item back our way via mail. We’ll refund your postage costs and zip the correct item to you with express shipping—our treat!

Whichever route you choose, be sure to give our awesome customer service team a shout! They'll be more than happy to help you out.

Got a problem with your order and can't swing by the warehouse for a swap? No worries, we've got your back! Here's the game plan:

  1. Snap a pic! 📸 Grab your phone and take a photo of the item that wasn't quite right. 
  2. Email it to our awesome customer support crew @  [email protected] 
  3. Can't make the trek to the warehouse? No sweat! After we've confirmed the mix-up, we'll hit you up with the next steps. 
  4. You'll get options for pickup or return instructions so you can get your hands on what you actually ordered. 


Need to send something back to us? No worries, we've got you covered with these simple steps:

  1. Wrap it up! Securely wrap the item you’re returning and pop it into a package. Make sure it’s snug as a bug! 🐞
  2. Print & Stick! Print out the return label we emailed you. Then, go ahead and slap that label onto your package using some trusty sticky tape. 🎫
  3. Off to the Post Office! Take your package to the nearest post office or any designated shipping spot. Hand it over to the kind folks there, and you're all set! 🚀
  4. Wait for the Magic! Once we at The Plush Kingdom receive your package, we’ll kick off the return or exchange process.


Oops, snagged the wrong item? No worries! 🎉 Here's what you can do to make it right:

  1. Reach out to our super-friendly customer support team. They'll hook you up with the lowdown on how to send that item back to The Plush Kingdom. 
  2. Once we get the item back, we'll either send you the right one or give you a refund. Your call! 🌟

Got questions? Just drop us a line @ [email protected], we're here to help your vibe with the perfect product! 🙌

SHIPPING

Australia wide

Spend $60 or more and you'll get free shipping.

$59 or less? Shipping is charged at a flat rate of $8.00

Need for a music festival asap? Add Express Shipping for a flat rate of $9.95


$8 Flat Rate with Tracking (2-7 Business Days)

Delivery in 2 or more business days after posting:

  • Victoria (2-5 Days)
  • New South Wales (3-6 Days)
  • South Australia (3-6 Days)
  • Tasmania (3-6 Days)
  • Queensland (3-6 Days)
  • Western Australia (3-6 Days)


$9.95 Express Shipping with Tracking (1-2 Business Days)

Next business day delivery:

Post to most Australian business addresses, private addresses and Post Office Boxes. The next day guaranteed is only between all capital cities (except Darwin and in Perth CBD only) and some major centers.


Note: While we do put in some work over the weekends, our awesome couriers need a little break to recharge. Don't worry though, we'll get your order out the door first thing on the next business day! 😉

Registered with Tracking (3-7 Business Days)

Delivery in 2 or more business days after posting:

  • Victoria (2-5 Days)
  • New South Wales (3-6 Days)
  • South Australia (3-6 Days)
  • Tasmania (3-6 Days)
  • Queensland (3-6 Days)
  • Western Australia (3-6 Days)


Express Shipping with Tracking (1-2 Business Days)

Next business day delivery:

Post to most Australian business addresses, private addresses and Post Office Boxes. Next day guaranteed is only between all capital cities (except Darwin and in Perth CBD only) and some major centres.

Orders placed before 12:00 pm (Mon-Fri) will be dispatched the same day, excluding weekends & public holidays.

Note: While we do put in some work over the weekends, our awesome couriers need a little break to recharge. Don't worry though, we'll get your order out the door first thing on the next business day! 😉

If you need assistance, drop us a line at [email protected]  ASAP. Don't forget to include your order number and the correct postal address in the email subject line 'URGENT: Change wrong address.' Our team works super-fast, so be sure to double-check your details at checkout to avoid any hiccups 😊

As soon as your order is dispatched, we'll shoot you a shipping email. That way, you can keep track of when your package will arrive at your doorstep. Exciting stuff, right? 😉🚚

Enter your tracking number below to track your awesome order! Let's get this package on the move! 📦✨

Yes, we have a store in Braybrook, Victoria!. Visit us Monday, Wednesday Thursday, and Friday, 3-7 PM. We are closed during Tuesday and weekends, or if we have important events to be part with.

4/90 Cranwell St, Braybrook, Victoria 3019

Thought shipping was free and got a surprise charge instead? No worries, we've got your back! 🎉 Just follow these easy steps:

  1. Reach Out to Our Awesome Support Team: Our team at The Plush Kingdom is ready and waiting to help you out. Hit them up, and they'll dig into your request pronto!
  2. Approval and Refund: Once our team checks things out and gives the thumbs up, boom! You'll get that shipping cost refunded. ✨
  3. Track Your Order: Sit back and relax, the rest of your order should still arrive on time, just like it was supposed to. 😉


Made a little oops with your delivery address? No worries, we’ve got your back! 🕺 Here’s the lowdown:

  1. Once your order is out the door, changing the address isn’t possible directly. (We know, bummer!) 😶
  2. Found out it’s being sent to your old crib? Reach out to the current residents and see if they can either snag the package for you or mark it as ‘return to sender’ ✨.
  3. When The Plush Kingdom gets the package back, they’ll be happy to ship it out to your updated address! Just make sure you’ve given them the right details for next time to keep the good vibes rolling smoothly! 📦


PAYMENTS

We've got you covered when it comes to payment options. You can pay using PayPal, Google Pay, Afterpay, Zip Pay, or good ol' Visa/Mastercard debit/credit cards & Amex. So many choices to make your shopping experience even more exciting! 💫✨

Absolutely! You can totally pay with Afterpay for all our awesome products. With Afterpay, you get to pay in 4 equal installments every fortnight. Best part? You don't pay a penny extra when you stick to the payment schedule. So go ahead and grab those rave gears whenever you feel like it!

Ready to make your purchase with Afterpay? Here's how you can pay!

  1. Browse our store and find the products that spark joy.
  2. At Checkout choose Afterpay as your payment method. 
  3. Once your order is approved, your Afterpay account will be created.
  4. Go to www.afterpay.com.au to set up a password.
  5. Log in every time to pay for an order.

Check out www.afterpay.com for more awesome info! 😉👍

Absolutely! You've got the freedom to use Zip Pay for all our products. Zip Pay is a super convenient and reusable account with a generous limit of up to $1000. Shop now, pay later, with no upfront payments and zero interest, always! You can make as many purchases as you like up to your account limit. Plus, set up flexible repayments that match your lifestyle. It's as easy as that! So go ahead, grab the rave gears you want, when you want it! 🎉

How can I pay with Zip Pay? Let's get that payment rolling! 😄💳

  1. Browse our store and find the products that spark joy.At Checkout choose Zip Pay as your payment method. 
  2. Once your order is approved, your Zip Pay account will be created.
  3. Go to https://zip.co/ to set up a password.
  4. Log in every time to pay for an order.


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