Shipping policy

Thank you for shopping with Plushmas. This Shipping Policy explains how we process, dispatch and deliver your orders, including estimated delivery times, shipping costs and other important information.

1. ORDER PROCESSING TIME

All orders are subject to a processing period before shipment.

Our standard order processing time is approximately 2–4 business days (Monday to Friday, excluding public holidays).

During this period, we prepare, verify, package and arrange your order for dispatch.

Please note that:

  • Orders placed on weekends or public holidays will begin processing on the next business day.
  • Processing times may occasionally be longer during promotional periods, holidays or periods of unusually high demand.
  • Processing times are separate from shipping and delivery times.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information, where available.

2. SHIPPING METHODS AND DELIVERY TIMES

Our estimated delivery time is approximately 6–14 business days after your order has been dispatched.

Delivery times may vary depending on your destination, shipping method, customs procedures and the performance of the relevant delivery carrier.

The estimated timeframes do not include the initial order processing period.

As a result, the approximate total time from placing your order to receiving it is:

  • Order processing: 2–4 business days.
  • Shipping and delivery: 6–14 business days.
  • Estimated total: 8–18 business days.

All delivery timeframes are estimates and are not guaranteed dates.

Although we make reasonable efforts to ensure timely delivery, delays may occasionally occur due to circumstances beyond our reasonable control.

3. SHIPPING COSTS

Shipping costs, where applicable, are calculated and displayed during checkout before you complete your purchase.

The shipping cost may depend on factors such as:

  • Delivery destination.
  • Selected shipping method.
  • Order characteristics.
  • Applicable delivery conditions.

Any available free shipping promotions will be clearly displayed on our Website or during checkout.

The final shipping amount payable will be shown before you confirm your order.

4. SHIPPING DESTINATIONS

Plushmas currently offers shipping to the following destinations:

  • Canada.
  • United Kingdom.
  • United States.

Available destinations and shipping options will be displayed during checkout.

We reserve the right to modify our shipping destinations and available delivery services where necessary.

5. CUSTOMS, TAXES AND IMPORT CHARGES

International shipments may be subject to customs duties, import taxes, VAT and other charges imposed by the destination country.

The treatment of these charges depends on the destination, the shipping arrangement and the information displayed during checkout.

European Union

Orders delivered within the European Union may be subject to VAT and, depending on the origin and circumstances of the shipment, customs duties or import-related charges.

Where applicable, taxes and charges will be calculated and displayed at checkout.

For goods entering the European Union from outside the EU, import VAT and customs duties may apply depending on the value, origin and classification of the products.

Where taxes and duties are not collected at checkout, additional charges may be payable before or upon delivery, as determined by the relevant authorities and shipping provider.

United Kingdom

Orders delivered to the United Kingdom may be subject to VAT, customs duties and other import-related charges depending on the shipment and applicable UK regulations.

Where available, applicable charges will be displayed and collected at checkout.

If these charges are not prepaid, the relevant authorities or delivery carrier may request payment before or upon delivery.

Canada

Orders delivered to Canada may be subject to GST, HST, PST, QST, customs duties and other applicable import or handling charges.

Where available, applicable taxes and duties will be displayed and collected at checkout.

If these amounts are not collected in advance, they may be payable by the recipient before or upon delivery.

United States

Orders delivered to the United States may be subject to applicable state and local taxes, customs duties, import taxes and other charges depending on the shipment and applicable regulations.

Where applicable, these charges will be displayed during checkout or collected according to the relevant import and tax requirements.

Important information about import charges

Any charges that are not included in the order total at checkout may be requested by customs authorities or the delivery carrier.

Where the customer is legally responsible for these charges, they must be paid in accordance with the applicable import regulations.

We recommend checking the relevant customs and import requirements before placing an international order.

Nothing in this section transfers to customers any tax, customs or other legal obligations that applicable law places on Plushmas as the seller.

6. ORDER TRACKING

Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking number and tracking link, where available.

Please allow some time for tracking information to become active and update in the carrier's system.

Tracking updates may not be available immediately after dispatch, particularly for international shipments.

If your tracking information has not updated for an extended period, please contact us at plushmass@gmail.com so that we can assist you.

7. SHIPPING ADDRESS ACCURACY

Customers are responsible for providing complete and accurate shipping information when placing an order.

Please carefully check your name, delivery address, postal code, telephone number and other relevant details before completing checkout.

If you notice an error, contact us immediately at plushmass@gmail.com.

We will make reasonable efforts to correct the information if your order has not yet been dispatched.

Once an order has been shipped, changes to the delivery address may no longer be possible or may be subject to the carrier's procedures.

We cannot guarantee successful delivery where incorrect or incomplete information has been provided by the customer.

Any responsibility for resulting costs will be determined in accordance with applicable law.

8. LOST, DAMAGED OR DELAYED SHIPMENTS

We understand that delivery problems can be frustrating.

If your order appears to be lost, arrives damaged or experiences an unusual delay, please contact us at plushmass@gmail.com.

Please include your order number and any relevant photographs or supporting information.

We will investigate the issue and, where necessary, contact the shipping carrier to determine what happened.

If a shipment is confirmed lost or a product arrives damaged, we will work with you to provide an appropriate solution in accordance with applicable consumer protection legislation.

Please note that delivery delays may occasionally result from customs inspections, carrier disruptions, severe weather or other circumstances outside our reasonable control.

However, responsibility for delivery and the risk of loss remain with Plushmas until the customer or their designated recipient physically receives the order, except where applicable law provides otherwise.

9. DELIVERY ATTEMPTS AND UNDELIVERABLE PACKAGES

If a delivery attempt is unsuccessful, the carrier may arrange another delivery attempt or make the package available for collection, depending on its procedures.

Please monitor your tracking information and follow any delivery instructions provided by the carrier.

If a package is returned to us because of an incorrect address, failure to collect or other delivery issue, please contact us so that we can review the circumstances and determine the appropriate next steps.

Any additional delivery charges or refund arrangements will be handled in accordance with applicable law.

10. ORDER CHANGES AND CANCELLATIONS

If you need to modify or cancel an order, please contact us as soon as possible at plushmass@gmail.com.

We will make reasonable efforts to accommodate your request if the order has not yet been dispatched.

Once an order has been shipped, we may no longer be able to modify or cancel the shipment.

However, customers retain any applicable statutory right of withdrawal and other consumer rights under Spanish and European Union law.

Where an order is successfully cancelled and payment has already been collected, any applicable refund will be processed in accordance with our Returns and Refunds Policy and applicable legislation.

11. DELIVERY DEADLINES AND CONSUMER RIGHTS

The delivery estimates provided in this policy are indicative and do not replace any mandatory delivery deadlines established by applicable law.

If no different delivery period has been agreed, orders will be delivered within the legally applicable period.

If an order is not delivered within the agreed or legally required timeframe, you may have the right to request delivery within an additional appropriate period.

Where delivery still does not take place, you may be entitled to terminate the contract and receive a refund in accordance with applicable consumer protection legislation.

Nothing in this policy limits your statutory rights concerning delayed delivery, non-delivery, damaged goods or other failures to fulfil the sales contract.

12. CONTACT INFORMATION

If you have any questions regarding shipping, delivery, tracking or an existing order, please contact our customer service team.

Plushmas

Website: https://www.plushmas.store

Email: plushmass@gmail.com

Address: Ruperto Chapí 9, 18210 Granada, Spain

We will be happy to assist you with any shipping-related enquiries.