Free shipping worldwide for orders over $49

FAQ | Cuddle Factory

Please find following a list of commonly asked questions. If your question is not answered below you can get in contact with us here

How long does shipping take?

We source our inventory from several suppliers within Australia, Europe, the USA and Asia. In order to keep our inventory affordable, fresh, and up to date with the latest styles we generally ship from our suppliers central warehouses. Due to the global location of our supplier warehouses, please allow for 2-4 weeks for shipping.

Please note that items ordered together may not be shipped out on the same day, and occasionally items may be temporarily out-of-stock or backordered. Any shipping delays will be communicated. 

What countries do you ship to?

We ship globally. 

How much does shipping cost?

Please refer to our shipping and returns page

How do returns work?

Please email at http://cuddlefactory.com.au/pages/contact-us to get the refund process started!

We love what we do and we want you to love your items! Brand new unworn, with no visible wear, smells, or animal hair may be returned within 14 days after receiving your items for store credit. 

Please note all shipping costs are non-refundable and customers are responsible for return shipping.

To be eligible for a return, your item must be unused and in the same condition as received. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. 

Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 

Once we receive returned packages they are inspected & will be processed within 3-6 business days. You will then be given a store credit of the amount of the item at the time of purchase minus shipping charges. We are not responsible for any shipping costs, the customer is responsible for all shipping costs. Store credit will be emailed to the customer's email account that was created at checkout. Please note that all store credits will expire one year after issue. 

How do I return my order?

To return, please mail your items to:

Cuddle Factory
PO Box 266
Balgowlah NSW 2093 
Australia

Your order number must be notated in the package.

Customers are responsible for return shipping. Shipping costs are non-refundable.

Returns are processed in store credit only, no refunds.

Once we receive returned packages they are inspected & will be processed within 3-6 business days. You will then be given a store credit of the amount of the item at the time of purchase minus shipping charges. Store credit will be emailed to the customer's email account that was created at checkout. Please note that all store credits will expire after a year! All denied returns will be donated to charity if not claimed within 30 days.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping a valuable item, please consider using a trackable shipping service or purchasing shipping insurance.

Any other questions?

Please contact us at http://cuddlefactory.com.au/pages/contact-us