Shipping policy

Shipping & Delivery Policy – mytinsels

Last updated: 29 September 2026

This Shipping & Delivery Policy forms part of the Terms of Service of Mytinsels Toy ("mytinsels", "we", "us"), home of Cuddlebury plush. Nothing in this policy excludes or restricts your statutory rights under UK consumer law.

1. Delivery Options & Costs

• Standard UK Delivery – FREE on every order. Most orders arrive within 8–12 working days.
• Express Delivery – where available, the price and estimated delivery time are shown at checkout before you pay. Orders over £40 are upgraded to free express delivery.

We currently deliver to UK addresses only.

2. Order Processing

Orders are usually processed and dispatched within 1–3 working days of payment being confirmed. Processing time is separate from delivery time. At busy times (for example, sales, Christmas or other holidays) processing may take a little longer, and we'll let you know if there's a significant delay.

3. Delivery Estimates

Delivery times are estimates based on the information available when you order. They can occasionally be affected by carrier delays, customs checks, bad weather, public holidays, peak periods or other events outside our control.

If we haven't delivered within 30 days of your order (or any delivery date we agreed with you), you have rights under UK law, including the right to cancel for a full refund. Contact us and we'll sort it out.

4. International Fulfilment

We work with trusted manufacturers and fulfilment partners overseas, so your order may be dispatched from outside the UK, including from China. The dispatch location isn't our business address.

Because of this, tracking updates, shipping labels, customs information and outer packaging may show the name of a third-party supplier, warehouse or courier rather than mytinsels. This is a normal part of how we fulfil orders and doesn't mean the item is incorrect or not genuine. Your rights are fully protected if the item you receive is faulty, damaged, incorrect or not as described.

5. Couriers & Tracking

Your parcel may pass through more than one carrier before it reaches you (for example, an international carrier followed by Royal Mail or another UK courier). You may receive emails or texts from these carriers.

We'll email you a tracking number once your order has been dispatched. Tracking can take a few days to activate, and it can pause while a parcel is moving between countries or going through customs. A pause in tracking doesn't usually mean a parcel is lost. If you're worried, just email us.

6. Multiple Items

If you order more than one item, your order may occasionally arrive in separate parcels on different days, with separate tracking numbers. If part of your order arrives first, the rest is usually on its way.

7. Customs, Duties & Taxes

Prices shown on our website are what you pay. We don't expect UK customers to pay any extra import charges on delivery. If a carrier ever asks you for an import charge, please don't pay it – contact us first and we'll deal with it.

8. Your Delivery Address

Please check your name, full address, flat or unit number and postcode carefully at checkout. If you spot a mistake, email us straight away. We'll do our best to update it, but once an order has been dispatched we can't always change the address.

9. Failed Delivery, Refused & Unclaimed Parcels

A parcel may be returned to us if the address given was incorrect or incomplete, it wasn't collected from a collection point, delivery was refused, or several delivery attempts failed. Refusing a parcel doesn't on its own cancel your order, so please email us as well.

If this happens, contact us and we'll arrange a refund or re-delivery. Where the return was caused by an incorrect address or a parcel not being collected, we may deduct reasonable extra costs as the law allows.

10. Delayed or Lost Parcels

If your order is taking longer than expected, email us with your order number and we'll investigate with the carrier. We may ask you for some information to help.

If a parcel is confirmed lost before it reaches you, we'll send a free replacement or give you a full refund – your choice. Under UK law, goods remain our responsibility until they're delivered to you.

11. Parcels Marked as Delivered

If tracking says your parcel was delivered but you can't find it, please check:

• Your safe place, porch, bins or garden
• With others in your household
• With neighbours or building reception
• Any collection point or card left by the courier

If it still hasn't turned up, email us within 14 days of the "delivered" date. We'll review the carrier's records, including any delivery photo or GPS data, and work with you on a fair resolution.

12. Optional Shipping Protection

At checkout you can add optional Shipping Protection. If you add it and your parcel is lost, stolen after delivery, or damaged in transit, we'll prioritise a replacement or refund for you. Shipping Protection is extra cover – your statutory rights for goods that are lost or damaged before delivery don't depend on it.

13. Damaged Parcels

If your parcel or item arrives damaged, please email us as soon as possible with your order number and photos of the outer packaging, the shipping label, the whole item and close-ups of the damage. Please keep the item and packaging while we look into it. Damaged items are covered by our Return & Refund Policy and UK law, and we pay any return costs.

14. Order Changes & Cancellations

To change or cancel an order, email us as soon as possible. If it hasn't been dispatched yet, we'll cancel it and refund you in full. If it has already been dispatched, we may not be able to stop it, but you can still return it under our 30-day money-back guarantee.

15. Please Don't Return Items to the Dispatch Address

The address printed on your parcel may belong to a courier or warehouse, not our returns facility. Always email us before sending anything back so we can give you the correct return instructions. Items sent to the wrong address may be delayed or impossible to trace.

16. Fraud & Abuse

We may investigate claims that look fraudulent, such as false non-delivery claims, altered tracking or photos, deliberately incorrect addresses or repeated claims for parcels confirmed as delivered. Where we have reasonable evidence of abuse, we may reject the claim, cancel orders or share evidence with your payment provider. Genuine claims and your statutory rights are never affected.

17. Payment Disputes & Chargebacks

If there's a problem with your delivery, please contact us first – most issues are sorted within a day or two. If you open a dispute with your bank or card provider, we may share relevant records with them, such as order, dispatch, tracking and delivery details, delivery photos and our messages with you. This never prevents you from using your legal rights.

18. Contact Us

For shipping, tracking or delivery questions, email floarl.corp@gmail.com with your order number and the email you used at checkout. We aim to reply within 24–48 hours.

Mytinsels Toy, Hartmann Road, London E16 2PX, United Kingdom

Nothing in this policy excludes or limits consumer rights that cannot lawfully be excluded under UK law.