Frequently asked

We’re currently making every plush to order as it comes in — nothing sits on a shelf. Hand-finishing usually takes 5–10 business days from the day you order, and standard US shipping adds another 3–5 business days on top of that. We’ll email you the moment your plush leaves our hands. Thank you for your patience — it’s slow on purpose, and worth the wait.

Yes — free standard shipping on all US orders over $50. For international orders, we currently ship to Canada, the UK, Australia, New Zealand, and the EU with rates calculated at checkout.

Always. You'll receive an email with tracking the moment your plush leaves our studio. Every parcel is insured, so if anything goes sideways in transit, we've got you.

We ship to the US, Canada, UK, Australia, New Zealand, and most of the EU. Duties and import taxes are calculated at checkout — no surprises at your doorstep. International delivery typically takes 7–14 business days after our 5–10 business day made-to-order window.

Our outer fabric is Oeko-Tex certified recycled polyester — butter-soft and tested free of harmful substances. Inside, we use hypoallergenic polyester fill that holds its shape after years of hugs. Eyes and noses are embroidered (no plastic parts) so they're safe from the first cuddle.

All our plush are CPSIA-tested and suitable for ages 0+. With embroidered features and no small parts, they're designed to be loved from day one. For newborns, we still recommend supervised play.

For most little messes, spot cleaning with a damp cloth and mild soap is enough. For a deeper clean, place your plush in a mesh laundry bag, wash on cold delicate, and air dry flat. Never tumble dry — it breaks down the stitching. Full details live on our Care guide.

Because ours aren't mass-market. Each plush is stitched and finished by hand in small batches, with materials that are third-party tested and sourced responsibly. They're made to outlast — the kind of thing that gets passed down rather than discarded.

If a plush doesn't feel right, send it back within 30 days for a full refund. No restocking fees. We'll email you a pre-paid return label for US orders. International returns are ship-your-own, but we'll refund the product cost in full. Details on our Returns page.

Yes — every order arrives gift-ready by default, nestled in kraft tissue inside a signature box. Add a handwritten note at checkout (free) and we'll ship it directly to the recipient with prices hidden on the packing slip.

Reach out within 14 days of the expected delivery and we'll sort it out — either a replacement or a full refund, your choice. Include a photo if there's damage, or your tracking number if the parcel seems lost, and email us at help@willowplushshop.com.