Returns & Refunds
Return & Refund Policy
Every Furlette charm is custom-made to order using your pet's photo. Because of this, we cannot accept returns or offer refunds on orders simply because you changed your mind.
However, we stand behind our product. If something goes wrong, we will make it right.
When We Will Issue a Replacement or Refund
We offer a full replacement or refund in the following situations:
- Your charm arrives damaged (broken hardware, torn plush, packaging damage that affected the product)
- Your charm arrives with a significant error that is our fault (wrong pet, major colour mismatch due to our production error, missing item)
- Your order is lost in transit and cannot be located by the carrier after reasonable investigation
To be eligible, you must contact us within 7 days of your delivery date and include:
- Your order number
- A photo of the issue
- A brief description of the problem
What We Cannot Refund
- Orders where the submitted photo was low-quality, blurry, or didn't show the pet's face clearly (we will flag this before production when possible, but we cannot guarantee results from poor-quality photos)
- Orders where you are dissatisfied with the general style or appearance of a plush charm (please review product photos before ordering to understand the product style)
- Orders that were delivered to a wrong address due to customer-entered address errors
- Change-of-mind returns
Cancellations
You may cancel your order within 12 hours of placing it, before production begins. After 12 hours, your order may already be in production and cannot be cancelled.
To request a cancellation, email hello@furlette.com immediately with your order number.
How to Contact Us
Email: hello@furlette.com
Response time: Within 24–48 business hours
We're a small team. We read every message and we take every concern seriously.