Refund policy
We want you to love your capybara. If something is not right, we will make it right.
30 days to change your mind
You have 30 days from the day your order arrives to return it. To be eligible, the item should be unused, in the same condition you received it, and in its original packaging with its tags and hang loop still attached.
What we cannot take back
- Blind boxes that have been opened. Part of the fun is not knowing, and once the seal is broken we cannot resell it.
- Items that were personalised or embroidered with a name.
- Gift cards.
- Anything that has been washed, dyed, or repaired outside our workshop.
Damaged, faulty, or the wrong capybara
Inspect your order as soon as it lands. If a seam has opened, the fabric is marked, or we sent the wrong friend entirely, email us within 14 days with a photo and we will send a replacement at no cost. You do not need to post the original back unless we ask.
How to start a return
Email hello@capybaraplushpals.com with your order number and tell us what happened. We will reply within one working day with a return label and the address. Returns sent back without being requested first cannot be accepted.
Return shipping
If the return is because of a fault on our side, shipping is on us. For a change of mind, the cost of the return label is deducted from your refund. Original shipping charges are not refunded.
Exchanges
The quickest way to swap is to return what you have and place a new order once your refund is approved. If the size or series you want is in stock, tell us and we will hold it for you for seven days.
Refunds
Once your parcel reaches us we will inspect it and email you within two working days. Approved refunds go back to your original payment method. Depending on your bank it can take a further 5 to 10 working days for the money to appear on your statement.
Late or missing refunds
If more than ten working days have passed since we approved your refund and you still cannot see it, contact your bank first, then email us and we will chase it with you.
Still have a question?
Write to hello@capybaraplushpals.com or call +971 4 555 0192, Sunday to Thursday, 9am to 6pm Gulf Standard Time. A real person answers.