Theplushstudios Anmeldelser 

Besvarelse fra Theplushstudios

For 3 dage siden

Thank you, and I do understand the frustration — though let me put the timing in its actual terms, because it is not quite the two weeks it can feel like. Our four-to-nine-day estimate counts working days rather than calendar days, so with the weekends set aside your order sits at day eleven — just past our estimate, not the fortnight the calendar suggests. The last stretch into the Saint Albans area can also run a day or two longer than the metro average, and that final local leg is where the extra time has gone here. The reassuring part: your parcel has now reached the local delivery network near you and is on its final stretch, and we are watching it closely from our end. If it has not reached you in the next day or two, please write to care@theplushstudios.com — it comes straight to me and I will put it right.

Besvarelse fra Theplushstudios

For 3 dage siden

Thank you, and I am sorry — reaching us about a return should never be the hard part. I have gone looking for your email and cannot find it on our side, which makes me think it may not have reached us; whatever happened there, you should have had a reply, and I would like to put that right now. Your thirty-day return window is open and we will take good care of it for you. Please write to care@theplushstudios.com — it comes straight to me — and I will get it sorted the same day. Sorry again for the silence you ran into; that is not how we want this to go.

Besvarelse fra Theplushstudios

For 4 dage siden

Thank you for the feedback. We should set out the sequence, because it matters: this order was cancelled within hours of being placed and refunded in full straight away, so no piece from us ever reached you. Whatever brought you to this conclusion, it cannot have come from anything you held in your hands.

On the point itself, plainly: we are not an authorised Jellycat stockist and have never claimed to be. Selling genuine goods without that status is entirely lawful, and it is precisely why we can carry retired characters the official shops no longer receive. Everything we sell is genuine Jellycat, and every piece is checked — tags, labels and product codes — before it leaves us.

If you would ever like to see how we verify a piece, write to care@theplushstudios.com and we will show you gladly

Besvarelse fra Theplushstudios

For 4 dage siden

Thank you for taking the time; we would rather answer this in the open.

The true part first: we are not an authorised Jellycat stockist and have never claimed to be. It is lawful to resell genuine goods without that status, and "not authorised" is a very different statement from "not theirs".

On the pieces themselves, we have looked closely at the photographs supplied to us. They show the paper swing tags present and correct — the registered mark, LONDON beneath — and the sewn-in fabric label legible, carrying a prefix we have documented on our own stock more than once. That is not what a replica looks like.

If you hold written confirmation from Jellycat to the contrary, please send it to care@theplushstudios.com. We would genuinely want to see it, and we would act on it.

Your return is on its way back to us and your refund will be paid in full on arrival, whatever you conclude about us.

Besvarelse fra Theplushstudios

For 4 dage siden

We would like to correct the record here, because both halves of this are answerable.

The parcel was delivered. The carrier recorded it out for delivery and delivered on the morning of 18 August — nine working days from dispatch, inside the four-to-nine working day window shown on our site. In fact 95% of our orders arrive within four to seven working days; this one sat at the outer edge, and we understand a wait can feel longer than the calendar says. Your review, left around 20 August, came two days after that delivery was recorded — so if it has not reached your hands, something has gone wrong at the very last step, and that is exactly what we would like to look into with you.

And you were not ignored. You wrote to us on 14 August and we answered the following day, to the same address you had written from — explaining where the parcel was, that we would not promise a date we could not stand behind, and that if anything went wrong we would put it right. That reply was returned to us as undeliverable, so it never reached you, and we only found that out later. We wrote again on 23 August; if you have not seen that one either, it is worth a look in your spam folder.

If the parcel is not with you, we will take care of it — just write to care@theplushstudios.com and it comes straight to us.