📄 Frequently Asked Questions
How long does shipping take?
We offer free tracked shipping on all orders to the UK and the US.
Because our plushies are shipped directly from our fulfilment partner overseas, delivery can take a little longer than usual - but it's worth the wait.
- UK Orders: approx. 7–15 working days
- US Orders: approx. 8–20 working days
We’ll send you a tracking link as soon as your order ships.
Where do you ship from?
Our plushies are designed in the UK and shipped from our global fulfilment partner. This helps us offer unique plushies and keep costs low - so we can focus on quality and squish!
Can I send this as a gift?
Absolutely. We try not to include any pricing in the parcel, so your plushie arrives gift-ready.
What if my order hasn’t arrived yet?
Delivery delays can occasionally happen (especially during holidays or postal strikes), but don't worry — we're always here to help.
If your plush hasn’t arrived after 25 working days, get in touch and we’ll investigate ASAP.
Where can I track my order?
As soon as your order ships, we'll send you a tracking link by email.
You can also track your order anytime using the "Track My Order" link in your order confirmation email.
Can I return my plushie?
We accept returns on unused plushies within 14 days of delivery.
If you’re not completely happy, just email us at hello@properplushies.com and we’ll make it right.
Note: Return postage is covered by the customer unless the item arrives damaged or incorrect.
Are your plushies safe for young children?
Our plushies are made with soft, hypoallergenic materials and safe stitching practices. However, they are designed primarily for ages 3+ and up. Please supervise younger children with plush toys to ensure safety.
How do I clean my plushie?
- Spot clean with a damp cloth and mild soap
- For a deeper clean, cold gentle machine wash inside a pillowcase or laundry bag - Air dry naturally — don’t tumble dry, or you might end up with a sad, squashed squish!
Can I customise my plushie?
At the moment, we don't offer custom plushies - but we’re always adding new characters and limited editions! Keep an eye on our collections for fresh drops.
Will the plush look exactly like the photos?
We work closely with our manufacturing partners to ensure that each plush matches our product images as closely as possible.
Small variations may happen (that’s part of their charm!) but every Proper Plushie meets our squish, softness, and cuteness standards.
Have another question?
Reach out via our Contact page or email hello@properplushies.com - We’re always happy to help.