Frequently Asked Questions
Products & Materials
Are your toys safe for children?
Yes, all our toys meet UK and EU safety standards. We use non-toxic materials and ensure there are no small parts that could pose choking hazards for young children.
How do I clean the toys?
Most plush toys can be surface cleaned with a damp cloth. For machine washable items, follow the care instructions on the label. We recommend using mild detergent and air drying.
Orders & Payment
How do I place an order?
Browse our collection, add items to your basket, and proceed to checkout. You’ll receive an order confirmation email immediately after purchase.
What payment methods do you accept?
We accept all major credit/debit cards, PayPal, and Apple Pay. All payments are processed securely through encrypted systems.
Can I modify my order?
Contact us immediately if you need to change your order. We can only modify orders before they are dispatched for shipping.
Delivery & Shipping
Where do you deliver?
We deliver throughout the UK and to selected international destinations. Shipping costs and delivery times vary by location.
How long does delivery take?
Standard UK delivery: 3-5 working days
Express delivery: 1-2 working days
International: 7-14 working days
Can I track my order?
Yes, you’ll receive a tracking number via email once your order is dispatched. You can monitor your package’s progress through our website.
Returns & Exchanges
What is your returns policy?
We offer a 30-day returns policy for items in original condition with tags attached. The product must be unused and in original packaging.
How do I return an item?
Visit our returns portal at mulberrytoy.com/returns. You’ll need your order number and email address to initiate the process.
When will I receive my refund?
Refunds are processed within 7-10 working days after we receive and inspect returned items. You’ll get email confirmation when processed.
Safety & Quality
What safety standards do you follow?
All our products comply with UKCA and CE marking requirements. We conduct regular safety testing and quality checks.
Are materials hypoallergenic?
Most of our plush toys use hypoallergenic materials. Check individual product descriptions for specific material information.
Corporate & Gifts
Do you offer gift wrapping?
Yes, we offer gift wrapping services. Select this option during checkout and include your gift message.
Do you do bulk orders?
Yes, we offer special pricing for bulk orders. Contact our customer service team for volume discounts and custom orders.
Contact & Support
How can I contact customer service?
Use the contact form on our website. We aim to respond within 24 hours during weekdays.
Do you have physical stores?
We operate exclusively online through mulberrytoy.com, allowing us to maintain competitive prices and focus on customer service.