FAQs
Welcome to our FAQs page
We’re here to answer any questions you might have. If you don’t find what you’re looking for, feel free to reach out to us at support@thecalmstitch.com or call us at +447789339487
Ordering
1. How do I place an order?
Placing an order is easy. Browse our plushes, choose your favourite, and click “Add to Cart.” Then, follow the checkout steps to complete your purchase.
2. Can I modify or cancel my order?
Yes, you can make changes or cancel your order within 24 hours of purchase. After this period, your order may have already been shipped, and modifications may no longer be possible.
Shipping & Delivery
3. Where do you ship to?
We currently ship exclusively to the UK.
4. How much does shipping cost?
Shipping is completely free for all UK orders.
5. How long will my order take to arrive?
Orders are processed within 1–2 business days (Monday to Friday). Once shipped, delivery takes 5–7 business days (Monday to Friday).
6. How can I track my order?
Once your order is shipped, you’ll receive a tracking number via email. You can use this number to track your package’s journey to your doorstep.
Products
7. What kind of products do you sell?
We specialize in adorable plushes like koalas, bunnies, and more. Each one is thoughtfully crafted, making them perfect for gifting or snuggling.
8. Are the plushes suitable for all ages?
Yes, our plushes are designed to be safe and suitable for all ages.
9. How do I care for my plush?
To keep your plush looking its best, we recommend spot cleaning with a damp cloth and allowing it to air dry.
Returns and Refunds
10. What is your return policy?
We accept returns within 14 days of receiving your order. Items must be unused and in their original packaging.
11. How do I initiate a return?
To start a return, contact us at support@thecalmstitch.com with your order details. We’ll guide you through the process.
12. When will I receive my refund?
Once we receive the returned item, refunds are processed within 24 hours. The funds will appear in your bank account or PayPal according to your bank’s timelines.
Payments
13. What payment methods do you accept?
We accept VISA, Mastercard, Maestro, American Express, Shop Pay, Apple Pay, Google Pay, and Union Pay.
14. Is my payment information secure?
Yes, we use secure payment gateways to ensure your personal and financial information is protected.
Contact Us
15. How can I get in touch with you?
You can email us at support@thecalmstitch.com or call us at +447789339487. We’re available Monday to Friday, 9:00 AM to 5:00 PM (GMT).
We’re here to make your shopping experience smooth and enjoyable. Don’t hesitate to reach out with any other questions.