FAQ - Written – La Pelucherie

PRODUCTS

Are our soft toys suitable for infants?

Our stuffed animals all comply with European CE children's standards. They are therefore suitable for babies from birth. Our fabrics have been carefully chosen and tested in accordance with regulations ( EN71.1 concerning mechanical and physical properties, EN71.2 concerning flammability and EN71.3 concerning the migration of certain elements) . They do not ignite, and the various elements do not detach.

I don't know which plush to choose?

Our stuffed animals are aimed at young and old alike. In comforter or decoration, with long hair or short hair, to invent stories or simply to put on a bed…. Find all our tips on our “Journal” page!

Do you offer giant stuffed animals?

Yes. We offer two types of giant stuffed animals:

stuffed animals to cuddle, huge cuddly type with in particular My bear Jules (100 cm), My sleeper bear Lucien (150 cm and 250 cm) and My dolphin Auguste (130 cm), My hippo Edgar (80 cm), My dog Albert ( 80cm)
giant rigid stuffed animals ideal for a bedroom or even living room decoration: My giraffe Zoé (160 cm and 200 cm), My panther Zélie with her baby (150 cm)… All these exceptional models can be found on the page “ My very large plush (150 cm and +)”.

How are the stuffed animals presented?

All our stuffed animals are presented in a pretty pouch or a large reusable cotton bag adapted to the size of each stuffed animal. This pouch can be personalized with an embroidery of the child's name and/or date of birth or any other message. You can safely send your gift directly to the person you want to give it to.

Where can we see your stuffed animals?

You can find the full list of our resellers on our “Contact” page. We also have a showroom in Paris, in the 16th arrondissement. We welcome you with pleasure by appointment. To make an appointment, send us an email on contact@la-pelucherie.com or call us on + 33 6 44 66 05 54.

I can't find the model I want… What should I do?

If the model is not on our eshop, it is because we do not have it in our collection yet. Nevertheless, we release new products very regularly. So do not hesitate to subscribe to our newsletter, you will be informed of our news.

MANUFACTURING AND MAINTENANCE

Where and how are the stuffed animals made?

Our stuffed animals are all sewn by hand in Italy, in our grandmother's historic workshop, according to real know-how: the fabrics are cut with scissors for great precision, the seams are made by hand...

What materials are used to make your stuffed animals?

All of our stuffed animals are made with faux fur. The padding is made exclusively of synthetic wadding.

Are your stuffed animals machine washable?

Yes.

To wash your stuffed animals with complete peace of mind, you must:

Put your stuffed animal in a pillowcase
Select the delicate gentle spin cycle, 30°C .
Dry for a few minutes at low temperature,
Brush the plush (ideally with a card brush) to restore it to its original state.

CUSTOMIZATION

Can I personalize my gift?

All our stuffed animals are presented in a pouch or a large reusable cotton bag which can be embroidered with the message of your choice: a first name, a date of birth, a small nickname (+12 €)... Each stuffed animal has a packaging adapted to her size. You can select this option directly on the product page.

Can I personalize the plush directly?

Yes. We have two models that can be customized directly:

My Dodo bear: you can have your first name or date of birth embroidered on his nightcap (+ €15)
My bear Lucien: the first name can be embroidered directly on the bear's paw (+ €80)
My donkey Gaston: the first name can be embroidered directly in the ear of the donkey (+80 €)

What color is the embroidery?

The embroidery is orange to match our beautiful logo...

BIRTH BOX

Do you offer boxes or birth boxes?

We offer 5 birth boxes to choose from.

The boxes consist of:

a plush to choose from: My dog Albert (28 cm), My seal Arsène (30 cm), My dog Hector (20 cm), My rabbit Léon (15 cm) and My mouse Lucie (10 cm).
a birth kit with: 1 white Oeko-Tex long-sleeved bodysuit (3 months), 1 white Oeko-Tex cotton swaddle 70 x 70 cm, 1 wooden rattle with bunny ears with blue and white stripes

The box is presented in a pretty cotton pouch that you can have personalized with the baby's first name and date of birth.

Can I offer the birth kit with another soft toy than those offered in the birth boxes?

Yes, for each plush in the collection, you can choose to add the birth kit.

The kit is composed of:

a white Oeko-Tex long-sleeved bodysuit (3 months)

a white Oeko-Tex cotton swaddle 70 x 70 cm
a wooden rattle with bunny ears in blue and white stripes

LIFETIME WARRANTY

My product has a problem… What should I do?

All our stuffed animals are guaranteed for life... So if you encounter the slightest problem, do not hesitate to contact us by email contact@la-pelucherie.com or by phone at +33 6 44 66 05 54. Depending on the nature of the problem, we will return the plush to the workshop for a repair or we will exchange it for you.

I have a plush purchased several years ago in the store on the Champs-Elysées. She needs some repairs. Can you fix it?

All our stuffed animals are guaranteed for life... So if one of your old stuffed animals purchased at the Pelucherie des Champs-Elysées has a hole or a defect, you can contact us at contact@la-pelucherie.com or on +33 6 44 66 05 54. We will do what is necessary to ensure that it comes back to you like new by sending it to our workshop in Italy to be repaired with the greatest care.

ORDERS AND DELIVERIES

How to track my order ?

You will be informed of the dispatch of your order by SMS or email according to the information that you have sent to us. In case of problem, you can contact us at contact@la-pelucherie.com or at +33 6 44 66 05 54.

How quickly do you deliver?

In Metropolitan France, it takes 3 to 4 working days for delivery. And because we know that you love to personalize your pouches, know that it takes 2 more days for a pretty embroidery. It takes 5 to 10 days for international deliveries. For any special request, do not hesitate to contact us directly by email or telephone.

Fast delivery to Paris, London, New York, Lyon, Marseille and to the four corners of the world possible.

I need a stuffed animal right away. Do you offer Express deliveries?

For orders without embroidery, you can be delivered within 4 hours by express in Paris and within 48 hours in metropolitan France by UPS Express.

Where do you deliver?

We deliver our stuffed animals in metropolitan France, in the DOM-TOMs, in Europe and in the rest of the world.

Delivery Plushes to Paris, London, New York, Lyon, Marseille and to the four corners of the world possible.

Can I be delivered to an address other than the billing address, for example to make a gift?

Yes, it is possible, our stuffed animals are very well presented in their pouch. You can therefore have the person for whom your gift is intended delivered directly. To do this, indicate the delivery address of your choice at the time of payment. And don't worry, the package does not contain the invoice with the price.

Can I add a custom word?

When validating the basket, you can add a personalized word. We will write it by hand on a small card which will be attached to the pouch containing the plush.

Can I choose the delivery method?

Yes, the selection of the delivery method is made before payment. Our stuffed animals can be sent by Colissimo, by UPS, by courier in Paris or at a Mondial Relay pick-up point. You can also pick them up at our showroom in Paris by making an appointment by phone or email.

I have chosen showroom collection, what should I do?

If you want to go for a “Click and collect” option, you can select “Showroom collection” when choosing your delivery method. You can then pick up your order free of charge in our showroom in Paris, in the 16th arrondissement. We will contact you shortly to make an appointment for the removal. If you wish, you can also contact us directly by email at contact@la-pelucherie.com or at +33 6 44 66 05 54.

What is a Point Relais - Mondial Relay?

A Point Relais is a local business or post office belonging to the Mondial Relay distribution network. It can be a florist, a dry cleaner, a tobacconist… It's up to you to choose it once the order has been validated.
For more information about Mondial Relay. Go directly to: https://www.mondialrelay.fr/

PAYMENT

What means of payment do you accept?

We accept payment by credit card (VISA, MASTERCARD and CARTE BLEUE) and payments made with your PAYPAL account.

Are banking transactions secure on the Pelucherie eshop?

Banking transactions are completely secure through our partner PayPlug, certified PCI Service Provider Level 1. As a reminder, PCI/DSS is a certification imposing many security rules and regular audits. Credit card numbers are encrypted in AES-256 and decryption keys are stored on separate machines.

My payment has been declined, what should I do?

If your payment has been refused or your Carte Bleue does not pass, we invite you to contact us at contact@la-pelucherie.com or to join us directly at +33 6 44 66 05 54. We can carry out the order by phone.

I am not comfortable ordering online. Could you help me ?

If you wish, we can place the order directly with you by telephone. Send us a message on contact@la-pelucherie.com or call us on +33 6 44 66 05 54.

EXCHANGES AND RETURNS

Are exchanges and/or refunds possible?

Returns are free within 15 days. On request, we will send you a “return label”. We can either make an exchange or refund you.

THE PLUSH AND ME

Whoops ! I never receive emails or newsletters from La Pelucherie, what should I do?

Are you sure our emails are not going to your spam or junk mail box ? Remember to check there and save our email address so they don't get there automatically. It is also possible that the e-mail address you provided contains an error or is incorrect. If you want us to check, write to us by email contact@la-pelucherie.com or by phone at +33 6 44 66 05 54; otherwise register again on the home page.

I want to unsubscribe from the newsletter, how should I proceed?

You can unsubscribe directly from the newsletter by clicking on the “Unsubscribe” link.

How do I subscribe to the newsletter?

Simply enter your email address in the space provided for this purpose, at the bottom of the home page.