Shopping Policies
Delivery Policies
Delivery Policy
Shipping Area: United Kingdom only
Shipping Cost: Included in product price
Delivery Time: 3 to 5 business days
Processing Time: Orders ship within 3 to 5 business days
Carrier: Royal Mail (with tracking)
Customer Support: Contact us via the form on our website or by post at:
Cuddly Companion Company, PA 103, University of Wolverhampton Science Park, Technology Centre, Glaisher Drive, Wolverhampton, West Midlands, United Kingdom, WV10 9RU
Shipping Information
We are proud to offer free standard delivery within the UK. Your order will be shipped using Royal Mail, and delivery typically takes 3 to 5 business days. There is no extra shipping cost as it is already included in the product price.
Order Processing Times
We work hard to get your orders out as quickly as possible. Orders are processed and shipped within 3 to 5 business days. Delivery time with Royal Mail is also typically 3 to 5 business days from dispatch.
Tracking Your Order
Once your order has been dispatched, you will receive a notification with your tracking details. Royal Mail will keep you updated as your parcel makes its way to you. If you have not received a notification, please check your junk or spam folder. If you need further assistance, use the contact form on our website or write to us directly at our business address listed above.
Delays and Lost Packages
If there is a delay with your delivery, we recommend contacting Royal Mail directly as they handle shipping. If Royal Mail confirms your parcel is lost, we will replace your order free of charge.
Please ensure you double-check your delivery address before placing your order, as we cannot replace items lost due to incorrect addresses provided by customers.
Failed Deliveries
For failed deliveries such as when no one is available to receive the package, Royal Mail’s delivery policies will apply. If you are unsure what to do next or need support, please contact us using the form on our website or write to our postal address.
If your product arrives damaged due to shipping, please get in touch with us and we will arrange a replacement and cover any return shipping costs.
Pre-Orders
For pre-order items, delivery times will vary depending on the season and demand. We will keep you informed via email notifications regarding the status of your pre-order. Please ensure you check your inbox and junk folder for updates.
Customer Support
If you have any questions about your shipping or delivery, contact us through the form on our website or by post at the following address:
Cuddly Companion Company
PA 103, University of Wolverhampton Science Park
Technology Centre, Glaisher Drive
Wolverhampton, West Midlands
United Kingdom, WV10 9RU
For tracking and delivery updates, Royal Mail is your primary point of contact but we are always happy to assist if you need additional support.
Delays Beyond Our Control
Occasionally factors outside of our control such as public holidays or exceptional events may cause delivery delays. Please refer to Royal Mail’s service updates for the latest information. We appreciate your patience during these times.
Shipping Restrictions
We currently only ship within the United Kingdom. We hope to expand to other regions in the future so stay tuned for updates.
Returns
Returns and Refunds
We want you to be completely happy with your purchase. If you change your mind, you have the right to return your item within 14 days of receiving it in accordance with UK consumer law. The item must be unused, in its original packaging, and in a resalable condition. Once we receive and inspect the returned item, we will process a refund to your original payment method within 14 days.
Faulty or Incorrect Items
If your item arrives faulty, damaged, or not as described, you have the right to request a replacement or refund within 30 days of receipt. In these cases, we will cover the cost of return postage.
How to Return an Item
To start a return, please contact us using the contact form on our website or write to us at our postal address. Provide your order number and the reason for your return. We will respond with further instructions and, where applicable, provide a return label. Unless the item is faulty or incorrect, return postage costs are the customer’s responsibility.
Exemptions
Personalised or made-to-order items cannot be returned unless they arrive faulty or damaged. For hygiene reasons, certain products such as soft toys cannot be returned if they have been opened unless they are faulty.
Your Legal Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you have any questions or concerns, please contact us via the form on our website or write to us at:
Cuddly Companion Company
PA 103, University of Wolverhampton Science Park
Technology Centre, Glaisher Drive
Wolverhampton, West Midlands
United Kingdom, WV10 9RU