FAQ - Frequently Asked Questions

Find all the answers to the most frequently asked questions about your orders, deliveries, and giant plush toys! 🧸

📦 ORDERS & DELIVERY

1. What are the delivery times?

We deliver throughout the European Union 🇪🇺.

  • Orders are shipped within 24 hours after confirmation.
  • Fast delivery in 2 to 5 business days, depending on your country and the carrier.

2. Can I track my order?

Yes! Once your order has been shipped, you’ll receive a tracking number by email.

➡️ You can track your parcel at any time on our tracking page.

3. My order hasn’t moved / seems stuck

No worries ❤️ It’s completely normal for tracking updates to take 24–48 hours after shipment to appear.

If the status hasn’t changed after a few days, contact us at support@grande-peluche.com and include your order number (e.g. #1234).

4. Can I modify or cancel my order?

Orders are shipped very quickly to ensure fast delivery.

It’s therefore only possible to modify or cancel your order if it hasn’t been shipped yet.

➡️ If you just placed your order, contact us as soon as possible at support@grande-peluche.com, and include your order number (e.g. #1234).

5. What should I do if my parcel is lost or damaged?

Don’t worry 💛 Simply send an email to support@grande-peluche.com with:

  • Your order number (e.g. #1234)
  • A photo of the parcel or label if it’s damaged

Our team will immediately open an investigation with the carrier and offer you a quick solution — either a replacement or a full refund.

💰 RETURNS, EXCHANGES & REFUNDS

6. What is your return policy?

You have 15 days after receiving your order to request a return or exchange, for any reason.

To do so, simply contact our customer service at support@grande-peluche.com, indicating your order number and the reason for your return.

Items must be returned complete, clean, and properly packaged (preferably in the original packaging) to avoid damage during transport. See all details in our Return Policy.

7. Who pays for return shipping?

Return shipping costs are the customer’s responsibility, in accordance with European regulations.

However, if the issue is due to a preparation error, defective product, or damaged parcel, we’ll naturally cover all return costs ✅.

8. When will I receive my refund?

Once your return has been received and inspected by our team, the refund will be automatically processed within 3 business days to the same payment method used for your purchase.

➡️ You’ll receive a confirmation email as soon as your refund has been issued.

9. Can I exchange a product?

Yes 😊 You can request an exchange within 15 days after receiving your order, for a different size, color, or model.

Return and reshipping costs are your responsibility, except in case of an error on our part.

If the new item you choose is more expensive, you’ll be asked to pay the difference before shipment. The exchange will be sent once the original product has been received and verified.

💳 PAYMENT & SECURITY

10. What payment methods do you accept?

We accept all major payment methods used across the European Union 🇪🇺:

💳 Bank cards – Visa, Mastercard, American Express, Cartes Bancaires.
⚡ Express payments – PayPal, Apple Pay, Shop Pay.
🏦 Local payments – Bancontact (BE), iDEAL (NL), Klarna, BLIK, EPS, Przelewy24, MobilePay, TWINT.

All transactions are encrypted and 100% secure through our trusted payment partners.

You can pay in your local currency using your usual method — safely and with confidence.

11. Are my payment details protected?

Yes ✅ All transactions made on our website are encrypted and fully secured through certified payment gateways that comply with international PCI DSS security standards.

Your payment data is never stored or accessible by our team. You can shop with complete peace of mind and total security.

🧸 PRODUCTS & QUALITY

12. Where do your plush toys come from?

All our plush toys are sourced from companies based within the European Union 🇪🇺, known for their high-quality materials and excellent manufacturing standards.

Each supplier is carefully selected to ensure durable, safe, and responsible products.

➡️ Our top priority: offering plush toys that are soft, reliable, and made to last.

13. How should I care for my plush toy?

To preserve the softness and shape of your plush.

  • Clean it by hand using a damp sponge and mild soap.
  • Let it air dry naturally, away from direct heat sources.
  • Avoid the washing machine, dryer, and harsh chemicals, as they may damage the fibers or filling.

These simple steps will help your plush stay soft and cuddly for years to come.

🛍️ OTHER QUESTIONS

14. How can I get my invoice?

An invoice is automatically sent by email after each order.

If you haven’t received it, please check your spam folder or request it at support@grande-peluche.com.

15. Do you offer collaborations or partnerships?

Yes 🤝 We are open to various forms of collaboration, including:

  • Affiliate programs
  • Resale or distribution
  • Content or influencer partnerships

If you share our values and love our brand, send us an email at support@grande-peluche.com with a short introduction about your project.

Our team reviews every request carefully and responds as soon as possible.

16. How can I contact customer service?

17. Where can I find your legal policies?