FAQs | Kingdom® Plush
ANSWERS TO FREQUENTLY ASKED QUESTIONS🛍 How to place an order on Plush-kingdom.com?
Very simple ! Simply click on the “ Add to cart ” button from the page of the product you wish to order, and finally click on the “ Proceed to payment ” button.💳 What payment methods are accepted?
We accept all payments by VISA, Master Card, American Express. You also have the option of paying for your purchases by Paypal or ApplePay.🔒 Is my information secure?
Perfectly! The safety of our customers is a top priority . For this, all payments are secured by our partners Stripe and Paypal.🚚 What are your delivery times?
All our orders are dispatched within 24h-48h, Monday to Friday. For information only, delivery times are 10 to 27 working days maximum. (on average our packages are delivered in 15 days)📦 How do I track my package?
Very simply! You can track your package in real time using your order number (delivered by email) from our “ Track my order ” section.🔙 What is your return policy?
For any problem upon receipt of your package, we offer you the possibility of easily returning your products to our premises by post.
Please review our refund and return policy by clicking here
To make a return, contact us by email at email@example.com by inserting “ [RETURN] ” in the subject of the email.👍 What are your guarantees and terms?
All our products are guaranteed in the event of malfunction upon receipt.
In order to benefit from your guarantee if your product does not work correctly or is damaged upon receipt, contact us by email at firstname.lastname@example.org by inserting “ [RETURN] ” in the subject of the email.☎️ How to contact you quickly?
You can reach us 24 hours a day, 7 days a week by writing to us from our “ Contact ” section.
Our 100% French support team answers you from Monday to Saturday from 9 a.m. to 5 p.m. non-stop.
DELIVERY & ORDER
What are the delivery times ?
We make every effort to ensure that you receive your order as quickly as possible, without compromising the quality of the items you will receive.
We will process your order within 24 hours on business days. It will then be shipped depending on the availability of items within a maximum of 72 hours. After this process, it takes about 10 to 15 delivery days for your order to arrive at your doorstep.
In total, delivery times are between 1 and 4 weeks (on average between 10 and 15 days) for the whole of Europe and are provided by your local post office. Once the order has been dispatched, the delivery service is solely responsible for it.
How do I track my package?
You can track the progress of your order by clicking on the following link: Parcel Tracking .
How much is shipping ?
We have decided to apply free delivery in Metropolitan France!
We also ship our products worldwide. Outside mainland France, the delivery costs are therefore specific to each destination.
Where do I put my discount code?
If you are lucky enough to have a discount code, you can use it when ordering. To do this, it's simple: Add the products you want to order to the basket. Then go to the basket and click on “PROCEED TO PAYMENT”.
- If you use a computer , on the right of your screen, you have a “discount code” box. All you have to do is insert your code and click on “Apply”.
- If you are using a telephone , you will see “Display order summary” written at the top of the page on a banner. Click on it. This banner will unfold and you will see the “discount code” box appear. Enter your code then click on the arrow.
If you encounter any other problems, please do not hesitate to contact us.
Parcel tracking does not work
Please note that tracking information may be displayed 2-5 days after it is updated. Therefore, if you cannot find tracking information on your package, please try one to five days later.
My order is not complete
As our products are stored in different international warehouses (United States, Canada, China and France), it is possible that you will receive part of your order in advance depending on the stocks available in each warehouse. To help you receive your order faster, orders containing multiple items may be shipped individually, so you may receive one item before the next.
Don't be worried if you don't receive all your items at the same time, the others will arrive shortly. If you do not receive all of your purchases within 30 business days, please contact us to review your shipment.
I still haven't received my order, what should I do?
It is possible that a delay is possible for various reasons. Once the order has been dispatched, the deliverer is solely responsible for it. We therefore advise you to wait a few more days. If your order has been dispatched for more than 5 weeks, contact us with your order number, we will launch an investigation and get back to you within 48 hours.
If you have subscribed to our secure delivery, Peluche Kingdom® takes care of the disputes for you! The satisfaction of our customers is our priority. We take full responsibility and all you have to do is contact us. If your package has had a problem with the Post Office, is lost, broken or destroyed, we will immediately send you a new package at our expense. Do not hesitate to contact us , our team will do their best to meet your expectations.
My package has not yet been shipped
Your shipment may be delayed for several reasons. Common delays can be due to, for example, weather incidents, customs or postal delays. Our software can also make mistakes and forget to send you an email when your order is dispatched. So you have nothing to worry about, your order will soon be shipped or has already been shipped.
Reception: I am not present during the delivery, what should I do?
Your parcels will arrive in your mailbox at the times of your local post office. If your package is too large, it will be delivered to you personally.
If you are not present at the time of delivery, a transit advice note will be left, and you can pick up your package at the nearest post office. As our products are stored in different warehouses, if your order contains several items, you may receive part of your order in advance.
Overseas France (DOM-TOM)
Deliveries to overseas France (DOM-TOM) are generally longer (up to 2 months from the day of the order) in order to remain financially accessible. An additional cost for delivery will be requested for the following DOM-TOMs:
- The meeting
- New Caledonia
- Saint Barthélemy
- Saint Pierre and Miquelon
- Wallis and futuna
- French Polynesia
Do you also ship abroad?
Absolutely, we ship our stuffed animals worldwide. Please note that delivery charges may apply depending on the destination country.
CANCELLATION & RETURN
Return and Refund
If you wish to return your item or exchange it, we invite you to consult our return and refund policy and then contact us.
I received a damaged/defective item, what should I do?
Our items undergo very strict quality controls before each shipment.
However, if your products have any manufacturing defect or any trace of damage, send us a photo or video that can clearly show the problem of the product to email@example.com along with your order number. To be eligible for a return, your item must be unused and in the same condition that you received it.
Can I modify my order?
Unfortunately, please note that we cannot make changes to your order until a few hours after your purchase. If you would like to change anything in your order, please contact us within 5 hours of placing your order. If the order has already been shipped, we can no longer make changes to your order.
Can I cancel my order?
It is quite possible to cancel your order! However, whether the order is shipped or not, the cancellation fee is 40% of the purchase price.
Do not hesitate to contact us, our team will do their best to meet your needs!
What payment methods do you accept?
We accept Visa and Mastercard bank cards. Checks and PayPal transfers are not accepted.
Your bank details or your credit card information will not be communicated to us. All payments are protected by our SSL encrypted payment processor.
Is my information secure during checkout?
Absolutely, our shop is completely secure and we have an SSL encryption system to protect your personal and confidential data. When paying, we used Stripe's secure payment system via 3D secure.
The "HTTPS" present in the URLs of our store testifies to the quality of our services. HTTPS is the variant of "http" secured by the use of SSL/TLS protocols. HTTPS is used to protect the financial transactions of merchant sites. As e-merchants, we are aware that the use of SSL is becoming essential nowadays. This is the best way to protect your data and protect yourself against any hacker or identity theft.
Visually, the SSL certificate is represented by a padlock that appears in the URL bar of the web browser. It is also represented by an "s" which means "secure" and which is added to the "http" protocol on the website in the address bar.
What is our history ?
Would you like to know more about us ?
Don't hesitate to take a look at our “ Who are we? ”.
How to order ?
Simply choose the items you like and click the " ADD TO CART " button, start over for each item, then go to your shopping cart located at the top right of your screen.
Once you have arrived on your basket, follow the steps to complete your order until payment . We will prepare it and send you an order confirmation email. After completing these steps, wait for your order to arrive at your doorstep. It's as simple as that ;)
We also offer you the option of creating an account to make the process even easier.
Why do some reviews have a "Verified" badge and others don't?
The reviews of our customers with a "Verified" badge are the reviews that customers have submitted through our new review collection application, which has been able to verify that the reviews have indeed come from customers who have purchased the product in question.
Reviews that don't have this badge are reviews that we imported from the old app we used to collect reviews. So the new platform we are using could not verify this.
Can I combine discount codes?
No. Except in exceptional cases, we only accept one and only one discount code per order.
I received an import tax
Peluche Kingdom® ships its products worldwide legally. However, the buyer is responsible for their country's import taxes, we are not responsible.
If you would like to order in bulk, email our team at firstname.lastname@example.org .