How do I sign up for the guarantee?
Just complete the form on this page and your product will be covered by our guarantee. You will need the hang tag from the toy and the receipt if you have one.
What's covered by the guarantee?
This guarantee covers manufacturing defects in stitching, eyes, noses, and any other additional body parts or accessories attached to the main body of the toy.
It does not cover sound boxes or batteries not working. Deformities to fabric, fur or limbs caused by shipping or warehouse storage (a good shake and twist will almost always sort these). General wear and tear from being loved too much. Unintended results from washing, brushing or any other form of care.
The guarantee is valid for animals that were manufactured in 2022 or later.
How does the guarantee work?
The 10-year period begins from the date of purchase on your receipt, or if you have no receipt, from the first day of the year of production specified by the batch code on the sew-in label attached to the soft toy.
If you have uploaded a receipt of your purchase, you will be entitled to a refund of the item purchase price including tax, but excluding shipping charges. Refunds will be issued in GBP currency.
If you purchased in a different currency the exchange rate at the time of the refund will apply.
If you have only uploaded an image of the sew-in label attached to your toy, showing the batch number of production, then you are entitled to a direct replacement providing that item still exists within our current range.
If your animal is no longer in our range then it can be replaced with the newer version, or failing that we will replace it with an animal of similar size as agreed by both parties.