Refund Policy

We have a 30-day return and or refund policy, which means you have 30 days after receiving your item to request a return and or refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@octoplush.store. Please note that returns will need to be sent to the following address: Jakčeva ulica 18, 1000 Ljubljana, Slovenia.

In case you wish to return and receive a refund for your order, kindly note that you will be responsible for arranging and covering the shipping fees to send the package back to us at the address specified above. Once we receive the returned item and verify its condition, we will process your refund according to our refund policy.

Please note that we reserve the right to reject returns that were not authorized or that do not meet our return policy criteria. For more information on our return policy, please refer to our website or contact us directly.

You can always contact us for any return questions at info@octoplush.store.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products) and Mystery Boxes. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Replacement Product Exclusion

Once a replacement product has been sent to you, returns and refunds for that order will no longer be available. We prioritize providing prompt resolutions to any product issues, and our replacement policy ensures that you receive a satisfactory solution. Once a replacement has been delivered, we consider the matter resolved. We appreciate your understanding in this matter. For further assistance, please contact our customer support team.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Order Cancellation and Change Request
We accept 12 hours’ notice to cancel an order or update any changes such as quantity, color, size, or Shipping Address information.
Just feel free to contact us.
We're available 24/7 at info@octoplush.store

Please note that any request received after 12 hours period will no longer be accepted because we process orders immediately. Changes to orders cannot be made once processed.

We will still do our best to get a hold or cancel your order after 12 hours period but no guarantee. If we were able to do so you will be charged a 30% cancellation fee on account of the cost we incur for the item already being in production.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@octoplush.store

Returned to sender
If your order was marked as “returned to sender”, there was likely an issue with your shipping address that made your order undeliverable. You can check your tracking history for details that might explain what exactly went wrong in this case. 

These orders eventually make their way back to our warehouse and will be refunded as a return, at which point we will be in touch to update you. This process usually takes around a fortnight but can take longer during busy periods. 

If your order was returned to us due to an incorrect shipping address, we will only partially refund the cost of the item(s) and not the initial shipping costs. 

If your package was returned to sender because you were unable to accept the parcel, we will only refund the cost of the item(s) and not the initial shipping costs. 

Please note that we're unable to re-deliver once this status has appeared on your tracking link. If you would still like to purchase your chosen products, you will need to process a new order directly through our website. 

Order Pick-Ups

At Octoplush, we strive to provide exceptional customer service and ensure that our customers have a positive shopping experience. As part of our commitment to transparency and fairness, we have established the following policy regarding refunds for orders that have been delivered but were not picked up by the customer.

1. Non-Pickup Refunds: a. Once an order has been successfully delivered to the address provided by the customer, it is the responsibility of the customer to ensure prompt retrieval of the package from the designated delivery location (e.g., local post office, courier depot, etc.). b. In the event that a customer fails to pick up their delivered package within a reasonable timeframe, Octoplush will NOT provide refunds for such orders. c. We strongly encourage customers to be vigilant in tracking their packages and promptly collecting them from the delivery location.

2. Responsibility of the Customer: a. It is the customer's responsibility to provide an accurate and valid shipping address during the ordering process. b. Customers are advised to monitor the tracking information provided and make arrangements to collect their packages promptly upon delivery. c. Failure to pick up a delivered package does not qualify as a valid reason for requesting a refund.