Help & Frequently Asked Questions
If you have a question about our products and service, you should be able to find an answer quickly and easily by clicking on the questions below. If, however, your question is not listed here please
Ordering & Payment
*Please note: some issuing banks may reserve your funds for a period of time even if payment has not been authorised.
- Orders are usually received within or before the estimated times however pleased be aware that delivery times shown are approximate in accordance to estimated times provided by Royal Mail and selected couriers.
- Orders placed before 1pm on Friday will be delivered on the following Monday. Orders placed after 1pm on Friday will be delivered on the following Tuesday. Express Next Working Day Delivery does not guarantee delivery on Bank Holidays.
- In most cases, a signature will be required on receipt of your order.
- International Orders – Transactions are carried out in sterling and you will be charged in sterling which means the amount you pay will depend on the exchange rate at the time your order is processed. Orders may be subject to local taxes & import charges in certain countries which must be borne by you. Simply Plush cannot predict what these charges may be and recommend that you contact your local customs office for information. Please note: we are only able to deliver to the credit card holders billing address and cannot accept any orders to an alternative delivery address outside of the UK
Most orders will require a signature upon receipt. If nobody is present at the delivery address, Royal Mail will leave a card so that you can re-arrange a delivery or collect your order in person.
Please remember that we are also able to deliver to an alternative address i.e. work address should this be more convenient (UK orders only).
Yes, you can choose to have your order sent to an alternative address providing the delivery address is in the UK.
Unfortunately, for all orders placed outside the UK, we are only able to deliver to the billing address of the credit card holder for our customers security.
If you are not home when delivery is attempted, Royal Mail will leave a card for you to arrange for the item to be re-delivered or you can collect from your local sorting office.
Please note: if you order is not collected from the Post Office or do you not arrange redelivery and, subsequently your order is returned to Simply Plush by Royal Mail, a refund will be issued for the item/s purchased within 7 working days of receipt.
Please firstly check if you have received a Dispatch Confirmation email from us to confirm your order has been sent.
If our estimated delivery times confirm that you should have received your order by now, we will trace your order with Royal Mail or our courier.
Please Contact Us . *Please remember to quote your Order Confirmation Number.
*Please note: pierced earrings and jewellery sets containing pierced earrings are strictly non-returnable. Unless found to be faulty.
Your card will be refunded within 7 working days of us receiving your return and you will receive a notification email to confirm the refund.
Please note: depending upon the banks and your card issuer, it can take several additional working days for the refund to appear in your account.
- Ensure you are entering a valid code which has not expired as most offers run for a limited period.
- Is your code applicable to the items you are ordering? Some codes will not be valid on items of sale, offer or Gift Vouchers.
- Obvious, we know, but are you entering the correct code? Mistakes do happen!