Returns & Refunds

30 days, no interrogation

If a bear is not right for you, send it back within 30 days of delivery and we will refund it in full. It needs to be unwashed, with its tag still attached, and ideally in the box it arrived in. We do not ask why, although people usually tell us anyway.

How to start a return

  1. Write to us from the contact page with your order number.
  2. We reply with a prepaid label for UAE and GCC orders, or return instructions for everywhere else.
  3. Post it back. Refunds land on the original payment method within 5 to 10 working days of arrival.

Return shipping

Returns inside the UAE and the GCC are free. For international returns the postage is yours, unless the item arrived damaged, faulty, or was not what you ordered, in which case we cover everything.

Damaged or faulty

Send a photo within 14 days of delivery and we will send a replacement straight away. Do not post the damaged one back.

Exchanges

The fastest way to swap a size or a colour is to return the first one and place a new order, because the smaller runs sell out quickly. Tell us you are doing this and we will process the refund the day your parcel lands.

What we cannot take back

  • Anything washed, restuffed, personalised, or clearly loved for more than 30 days.
  • Outfits that have been worn and sent back without their tag.
  • Gift cards.

Cancellations

We pack fast, so tell us within two hours of ordering and we will cancel before the label is printed. After that it becomes a return, which is still fine, just slower.

60 days

From the day it arrives, not the day you ordered.

Return shipping on us

Within the GCC, the UK and the EU. Elsewhere it is $9 / AED 33.

Refunded in 3–5 days

To the original payment method, once it reaches the warehouse.

How to send one back

Three steps and no phone call

Email hello@capybaraplushpals.com with your order number and which capybara is going back. We reply with a prepaid label within one working day. Put it in the box it came in — or any box — stick the label on, and hand it to the courier.

The conditions are the ordinary ones: unwashed, tag still attached, and not visibly loved yet. A capybara that has already been slept on is a capybara that is staying with you. If something arrived faulty, ignore all of the above, send us a photograph, and we will replace it without asking for the original back.

Returns questions

Can I exchange it for a different size instead?

Yes, and it is usually faster than a refund. Say which size you want in the same email and we will send the new one as soon as the old one is scanned into the return, rather than waiting for it to arrive.

It was a gift and I do not have the order number.

Email us the name of whoever sent it and roughly when. We will find it. Gift returns go back as store credit unless the buyer tells us otherwise, so nobody accidentally learns what was spent.

Is the blind box returnable?

Only unopened. Once the box is open the surprise has been delivered, which is the whole product. If the capybara inside arrives faulty we replace it like any other.

What happens to returned capybaras?

They are inspected, and if they are genuinely as-new they go back into stock. Anything that cannot be sold is cleaned and donated to a children's hospital in Dubai or Rotterdam. None of them are thrown away.