Return & Refund Policy

Last updated: October 19, 2026

Returns within 14 days

You may request a return within 14 calendar days after the last item in your order is delivered. If the deadline falls on a weekend or public holiday, it extends to the next business day. Items added or exchanged after the original purchase have a separate return period starting from their delivery.

This policy applies to both our handmade items and curated plush toys. An item is not excluded simply because it is handmade or sold at a discount.

How to request a return

Email devilloser@qq.com with your order number, the items you wish to return and the email address used at checkout. We will provide the return address and instructions. Returns are sent to China, so please consider international return shipping costs before purchasing.

Please send the items back within 14 calendar days after notifying us of your return. Contact us promptly if you need help with the instructions. Do not use the sender address on your parcel unless we confirm it as the return address. Keep proof of posting and any tracking details. A statutory withdrawal does not require our approval or a reason.

Condition of returned items

For a change-of-mind return, items should be unused, unwashed and unaltered, with their included accessories. Reasonable inspection is allowed. Please use the original packaging where possible, or suitable protective packaging. Missing original packaging alone does not remove statutory rights.

Where permitted by law, handling beyond what is necessary to inspect an item may result in a deduction for its actual loss of value. We will explain any deduction and will not charge twice for the same loss. These conditions do not prevent a claim for faulty or incorrect goods.

Return shipping and the 20% restocking fee

For ordinary change-of-mind returns, you arrange and pay for return shipping. Free standard delivery of your order does not include free return shipping. We do not retrospectively charge for the original free standard delivery.

Where legally permitted and disclosed before purchase, a 20% restocking fee applies to voluntary change-of-mind returns. It is calculated on the price actually paid for the returned items after discounts, excluding taxes and shipping charges, and deducted from the refund.

This fee does not apply to faulty, damaged, incorrect or materially misdescribed goods; eligible cancellations of unfulfilled items; refunds required because of our failure to fulfil the order; or returns under a statutory withdrawal right, including applicable EU and UK rights.

Damaged, faulty or incorrect items

Please email us when you discover a problem. Include your order number and a description; photos of the item and packaging are helpful where available. We will provide the repair, replacement, refund or other remedy required by applicable law and cover reasonable necessary return shipping costs for these cases. Contact us to arrange the return method.

Claims concerning faulty or misdescribed goods are not restricted to the 14-day change-of-mind period. Natural handmade variations do not excuse a defect or a material difference from the product description.

Refunds and exchanges

We will confirm your refund and any permitted deductions by email. Eligible refunds are issued promptly to the original payment method, unless otherwise agreed, and within applicable legal deadlines. Your bank or payment provider may take additional time to display the credit. Contact us if a confirmed refund has not appeared.

Taxes collected by us are adjusted or refunded as required by law. Customer-paid destination VAT or similar consumption taxes paid directly to customs or a carrier may require a separate refund application to that authority or carrier. If you have paid a charge that our Shipping Policy says we cover, contact us with proof of payment so that we can arrange reimbursement, without refunding the same charge twice.

If you would like another style, contact us about returning the original item and placing a new order. This does not affect any statutory right to a replacement.

Order cancellations

Under our standard cancellation policy, you may cancel unfulfilled items within 24 hours of placing your order by emailing devilloser@qq.com. Eligible cancellations are refunded without a restocking fee.

After 24 hours, please contact us as soon as possible. We will check whether a voluntary cancellation is still possible. This limit does not restrict statutory cancellation rights, including applicable EU and UK rights before delivery, or your right to cancel because of a delay where required by law. If goods have already shipped, we will explain the applicable return process.

Statutory consumer rights

Nothing in this policy limits mandatory rights in your country. Where EU or UK distance-selling withdrawal rights apply, you may cancel before delivery or notify us within 14 days after receiving the last item, without giving a reason. You then have 14 days to send the goods back. No restocking fee applies.

For an eligible statutory withdrawal, reimbursement is due within 14 days of your cancellation notice. Where legally permitted, we may withhold it until we receive the goods or evidence of their return, whichever occurs first. A whole-order withdrawal includes any standard outbound delivery charge paid, but not the extra cost of an optional delivery upgrade. You pay direct return postage for change-of-mind withdrawals where lawful; any deduction for diminished value is limited to what the law permits.

These terms apply to purchases made after this policy takes effect. Later changes will not retrospectively reduce the rights attached to an existing order.

Contact us

Dollop of Toys
Email: devilloser@qq.com