Terms of service

Terms of Service – mytinsels

Last updated: 29 September 2026

These Terms of Service ("Terms") govern your use of mytinsels.com and any purchase you make from us. The website is operated by Mytinsels Toy ("mytinsels", "we", "us"), Hartmann Road, London E16 2PX, United Kingdom. Email: floarl.corp@gmail.com.

By placing an order, you enter into a contract with us on these Terms and the policies shown to you at checkout. Nothing in these Terms excludes, restricts or replaces your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Using Our Website

By using our website or ordering from us, you confirm that you are at least 18 years old (or ordering with a parent's or guardian's permission) and that the information you give us is accurate and complete.

You must not use our website, checkout, payment systems or promotions for any unlawful, fraudulent or abusive purpose. We may refuse service, cancel affected orders or restrict future purchases where there is reasonable evidence of fraud, abuse, a security concern or a breach of these Terms.

2. Product Information

We take care to make sure our product descriptions, photos, sizes, colours and prices are accurate. Please read the product description and size guide before ordering (for example, Mallow comes in Small – approx. 45 cm and Large – approx. 60 cm).

Our plush toys are made in production batches, so small differences can occur, such as slight colour differences caused by lighting or screen settings, small stitching or finishing differences, packaging changes, or size differences of about ±2 cm. These don't make an item faulty or misdescribed. This doesn't apply if the item you receive is faulty, damaged, incorrect, unsafe or materially different from its description.

Props shown in our photos and videos (such as flowers, gift bags, cards or clothing) are for styling only and are not included unless the product description says so.

3. International Manufacturing & Fulfilment

We work with trusted manufacturers, suppliers and fulfilment partners overseas. Your order may be made, stored, packed and dispatched from outside the UK, including from China, and the dispatch location isn't our business address.

Tracking, labels, customs information and outer packaging may show the name of a third-party supplier, warehouse or courier. This doesn't, on its own, mean an item is incorrect, not genuine or faulty. Your rights are fully protected if the item you receive is faulty, damaged, incorrect, unsafe or not as described.

4. Prices & Payment

All prices are in pounds sterling (GBP). The product price, any delivery charge, any discounts and the total you pay are shown at checkout before you confirm your order. Orders are dispatched once payment has been successfully authorised.

If we make an obvious pricing or listing error, we'll contact you before dispatch and give you the choice to continue at the correct price or cancel for a full refund.

5. Offers, Bundles & Discount Codes

From time to time we offer bundles (for example "Buy 2, save 10%" or "Buy 3, get 1 free"), discount codes or other promotions. Each offer's conditions are shown with the offer. Unless we say otherwise, offers can't be combined, have no cash value and can be changed or ended at any time (this won't affect orders you've already placed).

Please don't create multiple accounts or orders to claim a one-time offer more than once. Where we have reasonable evidence of promotional abuse, we may withdraw the discount.

If you return part of a discounted bundle, we refund the amount you actually paid for that item after the discount.

6. Order Acceptance & Cancellation by Us

After you place an order, you'll receive an order confirmation email. We may cancel an order before dispatch if there's a legitimate reason, such as an item being out of stock, a payment problem, a fraud or security concern, an obvious pricing error, suspected promotional abuse, or an address we can't deliver to. If we cancel a paid order, we'll refund you in full.

7. Processing, Shipping & Delivery

Orders are usually dispatched within 1–3 working days. Standard UK delivery is free and most orders arrive within 8–12 working days. Full details are in our Shipping & Delivery Policy.

Please check your delivery address carefully at checkout and email us straight away if you spot a mistake. Once dispatched, we can't always change it.

Items remain our responsibility until they're delivered to you.

8. Changing or Cancelling Your Order

To change or cancel an order, email us as soon as possible. If it hasn't been dispatched, we'll cancel it and refund you in full. If it has already been dispatched, you can return it under our 30-day money-back guarantee once it arrives.

9. Returns & Refunds

You can return any item within 30 days of delivery under our money-back guarantee. This includes your 14-day legal right to cancel. Faulty, damaged, incorrect or misdescribed items are covered by UK law, and we pay return costs for those.

Please email us before sending anything back. The address on your parcel may not be our returns facility. Full details are in our Return & Refund Policy.

10. Faulty or Damaged Items

If you think an item is damaged, faulty, incorrect or not as described, email us with your order number, clear photos of the whole item, close-ups of the problem and photos of the packaging and shipping label. Please keep the item and packaging while we look into it. We'll provide the remedy you're entitled to under UK law.

11. Care & Use of Our Products

Please follow the care label and any age guidance or warnings supplied with your product. Our plush toys are soft toys, not safety or sleep aids. Damage caused after delivery by misuse, incorrect washing, pets, alteration or accidents is not a fault in the product, but this doesn't affect your rights if the item was faulty when you received it.

12. Fraud & Abuse

We may investigate suspected fraud or abuse, such as false non-delivery claims, altered photos or evidence, items damaged on purpose, returning a different item, duplicate claims or unauthorised use of payment details. Where we have reasonable evidence, we may reject the claim, withdraw promotions, cancel orders or restrict future purchases as the law allows. Genuine claims and your statutory rights are never affected.

13. Payment Disputes & Chargebacks

If there's a problem with your order, please contact us first so we can put it right – 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, including order and payment details, tracking and delivery records, our messages with you and the policies that applied to your order. We may contest a dispute where the evidence shows the order was authorised and delivered as agreed. This never prevents you from disputing an unauthorised transaction or using your legal rights.

14. Reviews & Customer Content

If you send us a review, photo or comment, it must be honest and your own, and it must not be misleading, offensive, unlawful or infringe anyone else's rights. We may remove content that is spam, abusive, unlawful or irrelevant. We don't publish or commission fake reviews.

By sharing content with us (for example a review or a tagged photo), you give us permission to show it on our website and social media. We'll always credit it honestly, and you can ask us to remove it at any time.

15. Intellectual Property

The mytinsels and Cuddlebury names, logos, product photos, videos, text and website design are owned by or licensed to us. You may not copy, reuse or sell them without our written permission.

16. Third-Party Services

We use trusted third parties to run our store, including Shopify, payment providers, manufacturers, fulfilment partners, couriers and analytics and advertising partners. Some of these services have their own terms and privacy policies.

17. Website Availability

We aim to keep our website available at all times, but we can't guarantee it will always be uninterrupted or error-free. We may temporarily suspend or change parts of the website for maintenance, updates or security.

18. Our Liability

We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these Terms or failing to use reasonable care. We're not responsible for loss that wasn't foreseeable, or for business losses, since our products are for personal use.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, for defective products under the Consumer Protection Act 1987, or for anything else that can't be limited by law.

19. Privacy

We handle your personal information in line with our Privacy Policy and UK data protection law.

20. Changes to These Terms

We may update these Terms from time to time. The Terms that apply to your order are the ones shown when you placed it.

21. Severability

If a court decides any part of these Terms is invalid or unenforceable, the rest will still apply.

22. Governing Law

These Terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

23. Our Policies

When you buy from us, your contract includes:

• These Terms of Service
• Our Return & Refund Policy
• Our Shipping & Delivery Policy
• Our Privacy Policy
• The conditions of any offer you use

24. Contact Us

For any question about your order, delivery, returns or these Terms, 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 these Terms of Service or any other mytinsels policy is intended to exclude, restrict or replace consumer rights or remedies that cannot lawfully be excluded under UK law.