Refund policy

All sales are final. Each FluffTale kit is made to be used once, so we don't accept returns or exchanges, and we don't refund orders because of a change of mind.

Damaged, wrong or missing items. If your order arrives damaged, if you received the wrong item, or if something is missing from the box, email us at flufftale.shop@gmail.com within 14 days of delivery. Include your order number and a clear photo or short video of the problem. Once we've confirmed it, we'll send a free replacement. You don't need to send anything back. If we can't send a replacement, we'll refund the affected item in full.

Orders that don't arrive. If your tracking shows no delivery, email us with your order number. We'll trace the parcel with the carrier and, if it's lost, send a replacement or refund you.

Shipping protection. You can add shipping protection right after you place your order. On top of the cover above, it also covers parcels that tracking shows as delivered but that never reached you (for example, stolen from your doorstep), and you get 30 days from delivery instead of 14 to report damage. Email us with your order number (and a photo for damaged items) and we'll send a free replacement right away, without waiting for the carrier's investigation.

Cancellations. You can cancel an order for a full refund any time before it ships. Email us as soon as possible. Once an order has shipped, it can't be cancelled.

Refunds. Approved refunds go back to your original payment method. Your bank or card provider may take a few business days to show it.

Contact. Questions about an order? Email flufftale.shop@gmail.com and a real person will reply.