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
Is it safe to order online?
Absolutely – it’s safe! We are proud to use the world renowned Sage Pay Payment Service Provider (formerly Protx) who use latest government approved firewalls.
When will my credit card be charged?
If the payment is authorised, your card will be immediately debited and you will receive an order confirmation e-mail from us.
If payment is authorised but there is a query with your order, we will contact you by telephone or email within 1 working day to resolve the issue. If, for any reason, we are unable to resolve the query and therefore unable to dispatch your order, we will issue a full refund back to your card and you will receive a Refund Confirmation email from us.
If the payment is not authorised, your card will not be charged and you may wish to contact your card issuer for further information.
*Please note: some issuing banks may reserve your funds for a period of time even if payment has not been authorised.
Which credit/debit cards do you accept?
- Orders are usually received within or before the estimated times however please 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
Will I need to sign for my order?
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).
Can I have my order delivered to an alternative address such as my work address?
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.
What happens if I am not in when my parcel is delivered?
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.
I haven’t received my order?
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.
What is your returns policy?
We offer a simple 14 day returns policy. We will accept and issue a refund for the cost of unsuitable items* providing they are returned unused, unworn, in original condition and packaging which is intact.
Simply Plush 14 Day Returns Policy is an addition to your statutory rights. If you would prefer to cancel your order in accordance to Distance Selling Regulations and the 7 working day ‘Cooling Off Period’, please see our Terms.
I would like to return an unsuitable item. How do I do this?
If an item is unsuitable, please follow the process outlined below:
Step 1: Complete the returns slip enclosed with your order.
Step 2: Place the completed Returns Slip in the package along with the item/s* you wish to return.
*Please note: pierced earrings and jewellery sets containing pierced earrings are strictly non-returnable. Unless found to be faulty.
Step 3: Return your goods within 14 days of delivery, in original condition and packaging to:
31 Seaway Crescent
St Mary’s Bay
Kent TN29 ORZ
Can you confirm you have received my return?
You will receive a Refund Confirmation email notifying you of your refund within 7 working days of us receiving the returned goods.
Please be aware that, depending on the postal service you have returned the goods by, it can take up to 7 days for us to receive your return.
In the unlikely event that you have not received a Refund Confirmation email within 14 days of posting your return to us, please email Contact Us with your order number, name, billing address and any Recorded or Special Delivery tracking number.
If you would like confirmation that your return has been delivered, we recommend that you return goods by Royal Mails Recorded Signed For or Special Delivery as you can trace your parcel at www.royalmail.com.
When will my card be refunded?
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.
Will you confirm when my credit card has been refunded?
Absolutely! You will receive an email confirming the refund within 7 working days of us receiving your return.
Can I Exchange An Item?
If an item* you have ordered is unsuitable and you wish to order a different item, you will need to place a new order online. Simply return the unsuitable item to us in accordance to our 7 Day Goodwill Policy and we will issue a refund within 7 working days of receipt.
*Excluding pierced earrings due to Health & Hygiene Regulations
I have a discount /coupon code. How do I use it?
Simply enter the code in the Voucher/Coupon box at checkout and click on the Redeem button. The discount will then be added to your order.
I have a discount code but forgot to enter it at checkout. Can you apply the discount?
Unfortunately, we are unable to apply a discount to orders once they have been placed.
My discount code won’t work?
Firstly, please check to see if one of the following reasons apply to you:
- 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!
If none of the above reasons apply to you, please Contact Us