At Softies Toys, we don’t just make plushies - we make best friends you can hug! Welcome to the official home of Softies, where every cuddle begins and every plush has a story to tell.

Here, you’ll discover our full range of irresistibly soft characters - plus exclusive plushies you won’t find anywhere else! Want to make your Softie truly yours? You'll soon be able to a personal touch with our customisation options and create a one-of-a-kind cuddly companion made just for you.

From snuggly animals to magical creatures, every Softie is bursting with personality and made for fun, comfort, and imagination. Whether it’s nap time, play time, or adventure time, your new best friend is waiting!

So come join the fluffiest family around - only at Softies Toys, the official home of exclusive cuddles and personalised plush magic!

Need to ask a question that isn’t covered in the FAQs? Our customer service team is here. Give us a call on the number below. Alternatively drop us a message to the email address below or using the contact form below and we'll come back to you ASAP.

Phone number: 0161 688 1250

Email address:  enquiries@softiestoys.co.uk

Simply click the ‘Unsubscribe’ link at the bottom of the emails. You can resubscribe at any point you like.

Once we receive your order, you should receive an order confirmation email from us. This normally takes few minutes, but it can take a little longer sometimes. If you can’t see the email after an hour, please check it’s not in your junk/spam folder. You can add enquiries@softiestoys.co.uk to your contacts to avoid this. If you have still not received your order confirmation email please get in touch with our customer service team.

All items on the website are in stock and available for immediate shipping. Orders are generally dispatched no later than 2 to 3 days after you place the order, although we will always aim to ship quicker / on the next working day where possible.

At the current time, we’re only shipping to UK addresses. We hope to be able to ship to other countries very soon.

Any discount codes or offers will usually be promoted via our homepage, but why not join our newsletter to get 15% discount on your first purchase and hear about other email exclusives before everybody else.

Please enter your code into the “Discount Code” box you will see at checkout.

If you get an “invalid code” error, you’ll need to check that the code has not expired and that the item you are trying to use it on is valid for the promotion as some codes only apply to certain items. Most promotions will only allow one code per order. If you believe the code should work, please drop us an email.

Unfortunately, we are not currently able to offer a gift-wrapping service. All orders are sent in 100% recycled packaging.

However, for all plushies in the Softies collections, you can also purchase a gift box. Each plushie bio includes a recommended gift box size.

Normally as soon as we receive your order, it’s immediately sent to our warehouse. We’re unable to add or remove items from an order once placed. It may be possible to cancel it, but you may need to place another order and/or return any unwanted items. You can try and contact us via email or by telephone but please note our customer service team operate 8.30am–5.00pm Monday to Thursday and 9.00am-3.30pm Friday (GMT).

Currently we offer a 3 business day shipping guarantee for deliveries in UK (Excluding Ireland)

Softies Toys uses Royal Mail and DPD to get your delivery safely into the hands of you or your special someone.

We hope to be able to offer a next day and weekend delivery service option very soon.

We charge a flat fee of £3.99 for UK delivery. The charge will be auto calculated when you checkout.

If you spend over £25 after any discount, we will provide FREE shipping.

At certain times of the year, we do operate a pickup service from our Home of Gifts Factory Outlet. If this is available, it will show at checkout where you’ll have the option to ship the order or pick it up instead.

A tracking number will be included in your order despatch email.

If you have not received your order within 10 working days of receiving your order dispatch email, please contact our customer service team at enquiries@softiestoys.co.uk.

If you're missing part of your order, it's possible it could have been sent in more than one parcel, which is likely to be the case if your order is quite large.

You have 28 days to return any unwanted items.

Items must be in a resaleable condition in their original packaging.

See our full Returns Policy for further information.

If you are not happy for any reason you can return the item to us for a full refund. 

You are responsible for the cost of returning the goods to us, unless the item is incorrect, damaged or faulty – see below.

It’s a good idea to obtain proof of postage just in case your order is lost on its way back to us.

TIP: Take care with the shipping packaging and you should be able to return your item in that.

We’re really sorry you’ve received an incorrect or faulty item.

Please contact our customer service team at enquiries@softiestoys.co.uk with your name, order number, the product code/name (you can get this from your email confirmation) and a photo of incorrect item / fault / damage. We don’t always require the item to be sent back. We will then organise a replacement or provide a full refund.

Our office hours are 8.30am–5.00pm Monday to Thursday and 9.00am-3.30pm Friday (GMT), where a member of our team can help you with your enquiry. Our team do not work weekends, so any emails sent on a Saturday or Sunday, will be picked up on the Monday.

Unfortunately, we do not currently offer free returns. However, you will be refunded your purchase if the item is returned in a resalable condition.

Our aim is to process and refund your return as soon as possible, but at busier times it can take up to 7 days for your return to be processed and a further 7 days for the refund to reach your account.

When you return items bought with a discount code, your refund will reflect the amount paid after applying the code. For offers covering multiple products, the discount is distributed proportionally among the applicable items. Refunds for returned items or orders are adjusted accordingly.

Yes, and we would encourage you to do this. You just need to make sure that the return paperwork for all orders being returned are included in the parcel.