Returns & exchanges
Not every plush finds its forever home on the first try. Here's how to make things right.
30 days to love it — or send it back
If a plush doesn't feel right, mail it back within 30 days for a full refund. No restocking fees, no fuss — just honest, soft aftercare.
How to start a return
Three small steps, a few soft sentences.
Email us
Send a note to help@willowplushshop.com with your order number and a quick reason. We'll reply within a business day with a pre-paid label (US) or return instructions (international).
Repack your plush
Tuck it into the original box if you still have it, or any sturdy box. Include the packing slip so we know who it's coming from.
Drop it at the post office
Hand the parcel over — we'll email you once it arrives at our studio and start the refund the same day.
We'll welcome back
- Unused plush in original condition
- Any plush with a defect — regardless of timing
- The wrong item was sent
- Returns started within 30 days of delivery
Please don't send back
- Plush that's been visibly loved (we totally understand — they're meant to be)
- Custom or personalized orders — unless there's a defect
- Gift cards
- Returns started after 30 days (exceptions made case-by-case — just ask)
Refund timeline
Once your return reaches us, here's what happens.
Need help with a return?
Email us and we'll send a pre-paid label (US orders). International returns are ship-your-own.
Email help@willowplushshop.com