FAQs

Product questions

Do your cushion covers come with cushions?
Our cushion covers and cushions are not in a set

I need further information about an item
Our customer service team is always happy to help if you have any questions or need some advice about any of our products, email us at hello@myfluffi.com

Delivery and Shipping

Delivery days & order cut off times

Next day delivery is available Monday to Friday up until 3pm. 

If you order on a Friday, our courier delivers on a Saturday.

Next day delivery orders after 3pm on Friday until 2pm on Sunday are delivered on Monday.

Next day delivery orders after 2pm on Sunday up until 3pm Monday are delivered Tuesday. 

Please note, couriers do not deliver on bank holidays, so please allow an extra day for delivery.

Track your deliveries with Hermes - https://www.myhermes.co.uk/track.html#/  

International delivery and shipping options
We offer 1st class delivery to the rest of the world by which must be signed for £10.

You’ll be wrapped up in your fluffi within 3-5 working days.

Please note - the shipping fee or order total does not include customs and duties and this will be charged accordingly by customs in your own country based on the order value of your shipment. 

All orders placed after 12pm GMT, will be despatched the next working day.

Working days are defined as Monday to Friday and exclude bank holidays.

Customs and import duty
All of our orders are shipped from the United Kingdom. 

If your country is within the EU, then you won't have to pay customs. This may change post Brexit. 

However, if your country is outside of the EU, then you may have to pay customs and duties based on the value of your order. 

We cannot change the value of your order and the true value of your order will be shown on the outside of your parcel. 

The price of your order does not include import charges and your country’s customs will get in touch with you in regards to how to pay your customs fee. 

USA - all orders under $800.00 aren't charged customs. 

Canada - all orders over $20.00 will be charged customs. 

Norway - all orders over nok350 will be charged customs. 

Australia - all orders under $1000.00 won't be charged customs.

Discounts 

Discount T&Cs
Discount codes cannot be used in conjunction with any other offers or promotions that we have on. 

A discount code and a store credit code can't be used at the same time and only one can be used per order. 

If you have two discount codes, you can only apply one per order. 

Discount codes will be valid for 30 days from date of issue. 

Where can I find discount codes?
We often run promotions that require the use of a discount code; these discount codes will appear on the relevant website pages. Want to know a secret? You’ll find discount codes quickest on our Instagram page 😉 @FluffiOfficial

Returns

How do I return an item?
We simply don’t believe there are softer blankets or cushions out there and as a result we offer returns on all products if you have found something softer within 14 days.

If 14 days have passed since the purchase date, we can then only offer a refund if the product is faulty. You have 30 days to return your fluffi to us if the product is faulty. 

If you are not satisfied with your purchase please email us hello@myfluffi.com and we will refund upon receipt of the item subject to the terms and conditions.

We will be unable to accept the returns if the fluffi is stained, left with a scent, has been used, washed or dried. We cannot be held accountable for any defect caused to the product unless proven in manufacturing. Once your return has been inspected, we will email you to notify we have received the item. Your refund will then be processed and the payment will be applied to the original method of payment.

You will be responsible for paying for your own shipping costs for returning your item.

If you return an item and charge the collector, the cost of the delivery will be deducted from your refund. 

Please print and fill out the form with all details requested including your order number, which is provided on your confirmation email, to send back with the fluffi.

In order to take advantage of your rights under this returns policy, you must: fill in the returns form and the returns form must be sent along with the goods.

You will be responsible for paying postage costs associated with returns under this policy. 

You will need to use our returns form. You can download it here. 

I’ve lost my returns form
You can download it again from here. 

Can I return an item I received as a gift?
An item that was received as a gift can be returned under our return policy. Refunds can only be made back onto the original payment method used when the gift was purchased. This does not affect the purchaser's legal rights.

I don't have my returns form. What should I do?
If you no longer have your returns form, please include a letter with your name, address, email address, daytime telephone number, order number (if possible), the item you are returning and the reason you are returning it.

Payment

Payment options

We accept all major debit cards and credit cards.

Visa, visa debit / delta, visa electron, Mastercard debit, Mastercard, UK Maestro, American Express, Apple Pay, PayPal and Google Pay. 

All transactions are processed via Shopify payments or PayPal and are encrypted for your safety. All payments must be made before your order is shipped to you.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. Additional validation and fraud checks are carried out internally. 

Your Order

Where is my order
After completing your order, an order confirmation email will be sent to the email address you provided. You will receive a further email notification once your order has been dispatched which will have a tracking link for you to track the status and location of your order 

How to correctly & safely place your order
All transactions are processed via Shopify payments or PayPal and are encrypted for your safety. All payments must be made before your order is shipped to you.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.

Additional validation and fraud checks are carried out internally.

Here are some tips to make sure you order goes through correctly first time: 

- make sure your billing address is the correct billing address of where your card is registered too

- make sure the billing address is correct line for line to what is shown on your bank statements 

- do not use a proxy connection on the device that you are using to place the order

- make sure that your home/work address hasn't been blacklisted by a previous tenant/employee 

- try not to place multiple orders in a short period of time 

- don't use more than one card to try and pay for an order if the payment fails 

 If you are struggling to place your order or have any concerns, please email us on hello@myfluffi.com  and we will be able to help!

I want to cancel my order
Under the united kingdom's distance selling regulations you have the right to cancel your order for any item purchased from fluffi.

Order cancellations must be made in writing via email or letter within 30 days after the purchase date.

To cancel your order please contact us at hello@myfluffi.com to discuss the next steps.  

Where are your stores?
We don’t yet have any stores. Think you can take us into retail? Give us a shout!

Contact us
If the answer to your question is not on this FAQs page, please give us a shout on hello@myfluffi.com and we’ll be happy to help. Our Instagram DMs are open too.