FAQ

RETURNS & EXCHANGES


Do you have a returns policy?


We offer free returns for 30 days from the date of delivery/receiving of order.


However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:


  1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

  1. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

  1. Item(s) must be in the original packaging, which must be in original condition.

You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.



How long do I have to return my Figurine ?


We are happy to help you return, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.



Can I return my order for a refund?


Sadly, we know that sometimes the figurine is just not quite the right fit for some people. You can certainly return your figurine  to us for a full refund, provided it is returned within 30 days.



Can I exchange my order for a different product?


Another style caught your eye? You can certainly return your figurine to us for an exchange to a new style, provided it is returned within 30 days.


*Please note: the figurine must be returned in a new condition.




Do I have to pay for returns?

We’ve got you covered here too. All returns (for both refunds and exchanges) within USA will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team a contact@fushy-uk.com and they will be able to help you along the way.


*Please note: Unfortunately we are unable to create free return labels for our NZ customers, so if you’re needing to return from across the ditch then simply contact our team who will assist you with organising your return - we will still offer our free returns policy.



How long does it take for my return/exchange to be processed?


We are working hard behind the scenes to get the figurine in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can take either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.



How long does it take for my refund to be processed?


We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.





SHIPPING AND DELIVERY

How do I track my order?


Yay, time to celebrate – it’s on its way! After we pass your order to USA Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the USA Post site so you can follow the live tracking updates!


Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.




What is insured shipping?


Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue with USA Post (such as being lost or missing from delivery), we can lodge an inquiry to follow up on your package and find out what’s happened. If you purchase insured shipping, after our USA Post investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straightaway. If you choose not to purchase insured shipping, we are unable to guarantee a replacement for your stolen item.




Help, I think my order is lost/hasn’t been delivered?



Think your order might be lost in transit? Although USA Post quote us 2-6 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.


If your item still hasn’t been delivered within 12 days, please contact us and we can launch an investigation with USA Post.


*Please note: Once we pass your order to USA Post, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by USA Post. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.




Can I change my shipping address?


Oops, not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.


If your order has been shipped, don’t panic! You can still redirect it via the USA Post tracking link we provide on your shipping confirmation email.


*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!





Are there any customs/import fees?


Our figurines are shipped right here in USA , out of our distribution centres. This means there’s no need to stress about any customs fees.

 



How does shipping and delivery work?



You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your figurine is on its way - now what?


Once an order is placed, our team will carefully collect your figurine  from the stars and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.


Sometimes there is too much love to put in one parcel so you may get multiple figurine packages from our different fulfilment locations across USA. Not to worry though, they will still be sent at the same time.


Your figurine will then gently be sent via the USA Post, and then it should be safely in your patiently waiting hands within **2-6 business days.


As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.


Although we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the USA Post delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.


*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Safe Drop’ yourself, we are not responsible for the package in the rare case it is missing or stolen.


**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!





Payment

How secure is your payment?


All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.




What payment types do you offer?


We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!



 

How do I use a discount code?


Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.


*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Oodie orders only).




I forgot to use my discount code!


Made your figurine purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely team at contact@fushy-uk.com and they will be happy to help correct this for you.


*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Oodie orders only).




Do you do gift vouchers?


Want to share that love? Go to our reward page ! Gift your friends a $5 gift card (on us) and receive 500 Points when they make their first purchase.



What currency is the store in?


All pricing is listed in US dollars (USD). Still kind of sad that the petition to call them ‘dollary-doos’ didn’t work though…


Contact Us


I have an issue with my order, what can I do?


Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.



I need to cancel or change my order!


These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.


As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.



How do I contact you?


Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is contact@fushy-uk.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from Sydney to the Philippines, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!




How do I provide feedback?


We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful stories, as it warms our hearts to see our Press & Go Manicure being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us at contact@fushy-uk.com



Where are you located?


Our HQ is located in Sydney.


*Please note: Our HQ is not a retail store and we hold no stock there, and we are unable to offer collections at any of our fulfilment centres.




Emailing list


Want fun, pun-filled, and always adorable emails straight to your inbox (plus stacks of awesome offers and discounts!)? Of course you do! You can sign up to our mailing list by emailing us at contact@fushy-uk.com and asking to jump on board.


Inbox hitting 1k and doing a spring clean of all those businesses you’ve signed up for? You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link - (we’ll miss you though!).



Please note that email is the best method of contacting us as it allows us to keep a paper trail of any issues you may have had with your order.