Welcome to our Frequently Asked Questions page! 

Have a browse through, you should be able to find the answers you need. If you can't find what you are looking for then please feel free to reach out to us - we are happy to help!

 

Do you have a shop I can visit?

Our warehouse is not currently open to the public, but we are investigating the best way to open in some form! We do appreciate that there is nothing quite like being able to see (and feel!) before you buy, and so we offer free samples and a colour matching service to help you with your purchases. We are still available for you to place ‘click and collect’ orders, and we also have a customer service team ready to help you if you have any questions - drop us a line at [email protected]!

 

How can I get in touch?

The best way to get in touch with us is via email at [email protected] as we check through this inbox regularly. Alternatively, you can give us a call on 0800 048 8787 or 01733 808 950. Our phone line is available to call between the hours of 10:30 and 15:30 on weekdays excluding Wednesdays but this isn’t always manned. You can also reach out to us on Facebook or Instagram.

 

 

My Order

How do I cancel my order?

If you need to cancel your order please drop us a message at [email protected] with your order number and the word “Cancel” in the subject/title of your email. We recommend you get in touch as soon as possible. As long as your order is showing up as ‘Processing’ then we can cancel your order. If we have already processed your order and dispatched it then we won’t be able to cancel it but you are welcome to return it to us. Find out more about returns below.

 

When will I get my order?

Our hardworking team in the warehouse always aim to dispatch orders as fast as they can, normally within a day or two of receiving your order. However, sometimes during busy periods, this can take a little longer and so we do ask you to allow us up to 5 working days to dispatch your order and we are grateful for your patience and understanding. 

Most of our orders are delivered by Royal Mail though some parcels will be sent with a courier if it is too large for Royal Mail or contains an aerosol. You can see our full postage price and information guide here

 

What do I do if something is missing, damaged or incorrect in my order?

If you have realised that something is wrong with your order please get in touch with us within 14 days of receiving your order by sending us an email at [email protected]. If you can attach any photographs of the product(s) in question this can sometimes help us to resolve your query quicker. 

Depending on the nature of your request and the items in your order, we will either offer you a refund, a replacement, or sometimes store credit in the form of Plush Points. Should you need to return an item that is damaged or incorrect we will cover the cost of return postage.

 

I have a discount code, can I use it against an order that I have already placed?

To redeem a discount code you will need to apply it during the checkout process, we aren’t able to apply it retrospectively. However, if you run into trouble applying a discount or voucher code please reach out to us - we don’t want you to miss out and we’re happy to help!

 

Where are my downloadable patterns or products?

If you have an account with us and are signed in when you purchase a PDF pattern or product then you will be able to find it by going to ‘My Account’ and then ‘My Downloadable Products’. Every digital product you have ordered will be stored here for you to come back to time and time again. 

Your downloadable product will also be emailed to you, so if you weren’t signed in or don’t have an account, you have access to the product this way.

 

 

Returns Policy

Can I return some or all of my order?

You are more than welcome to return items to us if you have changed your mind or no longer need them. You can pack up your order and send it to us at our returns address below anytime within 14 days of receiving your order. Please include a note with your name, order number and request so we can process your return as quickly and smoothly as possible. 


Plush Addict Returns

9 Brassey Close

Peterborough 

PE1 2AZ

 

In most cases, the responsibility for ensuring that your return reaches us will fall to you. For this reason, we recommend tracked postage. Should you receive any faulty or incorrect items then we will happily issue you with a refund or a replacement, and also cover the cost of the return postage. More information about incorrect orders can be found here.

Please note that we can only refund the item(s), and not the cost of the original postage. If your original order was over £25 and benefitted from free UK postage and your returned items bring your total order value under £25 then we will refund you for the items minus the postage costs that would have been applied to this order. 

We aim to process all returns within 14 working days of receiving them back into our warehouse.

Looking to return some fabric to us? Check out our Fabric Returns Promise below!

 

What is your Fabric Returns Promise? 

We know it can be a risky business ordering the right fabric when you can only see it through a screen - that’s why we created our Fabric Returns Promise! 

This means that you can return your fabric to us for free if you get in contact with us within 14 days of receiving your order. To qualify for our free Fabric Returns Promise your fabric must be uncut, unwashed and in a resaleable condition. We cannot offer free returns for any specific custom cut fabric. 

To arrange a return for your fabric please send us a message at [email protected] with your order number and the word ‘Return’ in the subject/title of your email. We will provide you with a link and instructions on how to download your prepaid returns label, which you can then print off, attach to your return and pop it all in the post.

 

 

My Account

Do I need an account to place an order?

No - you can place an order without an account, but we would recommend creating an account with us as it enrols you into our Plush Points reward scheme. The more you spend, the more points you earn, and the more money you can save on future purchases! You can read all about our Plush Points scheme here. Having an account also allows you to keep a record of all your orders, as well as the ability to check up on the status of an order, and keep any and all downloadable products in one easily accessible online space. 

 

How do I create an account?

You can create an account here - and remember to add your birthday if you would like to receive a little present from us every year! 

 

I can’t get into my account.

If you’re having trouble signing in, make sure to double-check your email and password are correct. If you have forgotten your password you can reset it here or you can send us an email at [email protected] 

 

 

Plush Points

What are Plush Points?

At Plush Addict we want to reward our customers so we have our very own Plush Points loyalty scheme. Not only do we want to reward you for your purchases we also want to reward you for referring us as a great place to shop to your friends and family so we’ll give you points for sharing the things you like on Facebook, Twitter or Pinterest, as well as rewarding you if you refer a friend to the website. We’ll even throw in a birthday present if you share your birthday with us!

The more you buy, the more you earn and the more you can save on future orders! You can read all about our Plush Points loyalty scheme here.

 

I wasn’t logged into my account when I placed my order. Will I earn Plush Points?

Unfortunately, if you aren’t logged into your account when you place your order you won’t automatically earn your Plush Points. This is an easy fix though! Please get in touch with us at [email protected] with your order number and we can add the points you should have earned to your account. 

 

Can I apply Plush Points to an order after I’ve placed it? 

In order for you to get money off your order, you will need to apply your Plush Points to your order when prompted during checkout. We aren’t able to add these to your order retrospectively. 

 

 

Products and Services

Do you offer samples?

Yes, we do! A few of our listings have the option to order a swatch. Otherwise, you can request up to five samples for free. Please send us a stamped, addressed envelope to our address:


Sample Request

Plush Addict Ltd

9 Brassey Close

Peterborough

PE1 2AZ


Please include a note with the product names and the SKU (the product reference code) if possible. You can find the SKU for each product in the information grid on each product page.

We aim to process sample requests within 5 working days, but this can take longer depending on the number of requests and orders being processed by our warehouse team. 

 

I need help with colour matching!

If you’re not too sure exactly what thread is going to go with that fabric, or which colour bias would work best for the project you’re planning? We’ve got you covered! 

Put the thread, trim or fabric that you think is the best option in your basket, and as you place your order, make sure to leave us a note in the comments box asking us to colour match this with another item on your order. When packing up your order we’ll see if the colour you have chosen is the best match, and if not, we’ll swap it out for you - hassle-free!

If you have something at home that you want to colour match, you are also welcome to send us a sample. We will check it against what we have available in our warehouse and get back in touch with you to let you know what it is, or what its closest matches are. Please send us your sample to: 


Colour Match Request

Plush Addict 

9 Brassey Close

Peterborough

PE1 2AZ


Please include a note with your name, your request and your email address. We aim to process these requests as quickly as possible, normally within 5 working days, but this can sometimes take longer depending on the number of requests and orders that are being processed by the warehouse. 

 

Will my fabric, ribbon or trim come as a continuous length? 

We always aim to send fabric orders out in one continuous length. Should this not be possible we will get in contact with you before sending your order out.

With ribbons and trims, we will send out a continuous length if possible but we can’t always guarantee this. However, we are always happy to accommodate your requests if we can! Should you need something in a specific length then please let us know in the ‘Comments Box’. This box will be available for you to make notes or requests in during the checkout phase of placing your order. 

 

Do I need to prewash my fabrics?

Yes! We always recommend that you pre-wash your fabrics before you start to work with them. Some fabrics shrink, some are not colourfast, and it is important to remember that not all washing machines are made equal either! 

 

I am looking for a fabric design that you don’t have in your shop, can you get it for me?

We are always expanding our fabrics and products so we might have what you’re looking for! Please send us a message at [email protected] and we will see what we can do.

 

I’m looking for a certificate for a specific fabric or product.

Many of the fabric and products we stock have passed certain certified standards. For example, some are OEKO-TEX certified and others are EN71 or EN73 compliant. You can find all of our certificates as well as more information here.

 

Are your prices inclusive of VAT?

We are a VAT registered company and the prices on our website are inclusive of VAT. 

UK customers will be charged VAT and this will be displayed as a separate figure on your order invoice should you need this. 

For International customers, you will not be charged VAT and will be responsible for paying your country’s tax and other charges when your parcel enters the country.