FREQUENTLY ASKED QUESTIONS

What are the delivery timescales?

We aim to dispatch all Personalised Goods according to the below timescales (Mon to Fri except for Bank Holidays) although this may increase around peak holiday periods

Dispatched within 24 hours: Cards, Chocolate Bars
Dispatched within 48 hours: Selected Mugs
Dispatched within 1-3 days: Engraved, Printed Items, Embroidered and Candles
Dispatched within 3-5 days: Ceramic and Printed Glass

These dispatch times are only estimates and your order may be dispatched quicker, or lead times may be exceeded with orders containing multiple items.

For some personalised Ceramic goods due to the Manufacturing Process please allow up to 10 working days for the dispatch of your order.

You may receive your order in split consignments, depending on the contents of your order.

Although we endeavour to dispatch all orders by the above lead times, these may be affected due to circumstances beyond our reasonable control.

Is it possible to part ship items if they’re on different lead times?

Unfortunately we aren’t able to part ship and so we recommend ordering items with different lead times separately if they are required urgently.

Can we select a specific delivery day/time?

Unfortunately, we are unable to offer delivery for specific days or times.

Where is my order?

If you do not receive an item then we reserve the right to ask you to wait 15 working days before we re-dispatch the item.

I have a problem

In the event of a issue with your order, please let us know as much information as possible about your order when contacting us.

This will help us to answer your questions as quickly as possible.

Please try to include Name and Order Number and what the Problem is.

We may require you to send over an image to investigate your claim further, images can be sent to sales@plushbarn.com or uploaded via the contact form or chat box.

Will an invoice be included in the parcel?

No paperwork will be sent in the package, so is perfect to send directly to the recipient.

All order details will be delivered by email.

I missed my delivery

If you do not receive an item then we reserve the right to ask you to wait 15 working days before we re-dispatch the item.

We also reserve the right to charge for re-delivery if the item was not collected or if a re-delivery is not arranged by you on receipt of a card from the courier or Royal Mail.

If you opt to have your delivery left in a safe place by any of our carriers. unfortunately, Plush Barn does not accept responsibility for missing items once they have been delivered.

Please Note: Refunds will not be given against missing parcels, in the event of a missing parcel we may issue an immediate reprint of your order.

SEND US AN EMAIL