Customer Knowledge Hub
Frequently Asked Questions
Everything you need to know about our eco-plushies, delivery timelines, loyalty rewards, and product safety.
Orders, Shipping & Tracking
How fast will my soft toy order arrive?
All UK orders placed before 2:00 PM Monday through Friday are dispatched on the same day. Standard Royal Mail Tracked 48 delivery takes 2 to 3 working days and is FREE on orders over £20. Next Working Day DPD Express is also available at checkout for £5.95.
Do you ship internationally to Europe and the USA?
Yes! We ship across the European Union with all import duties and VAT prepaid (DDP - Delivered Duty Paid), so there are zero surprise customs fees upon delivery. We also ship to the USA, Canada, Australia, and 40+ other countries via tracked air couriers.
How can I track my parcel once it leaves your warehouse?
You will receive an automated dispatch notification email with your Royal Mail or DPD tracking number and a direct live tracker link. You can also view updates inside your MengSNS account dashboard.
Materials, Baby Safety & Washing
Are MengSNS plush toys suitable from newborn birth (Age 0+)?
Yes, our signature plush collections (including Palm Pals and Eco-Nation) undergo rigorous European EN71 Part 1, 2, and 3 mechanical & chemical testing as well as US ASTM F963 certification. Our embroidered or double-lock washer eyes cannot be pulled loose by curious hands, and all fabrics are certified free of harmful AZO dyes and phthalates.
What makes your soft toys eco-friendly?
100% of our inner plush stuffing is spun from post-consumer recycled plastic bottles (PET). In our Eco-Nation range, even the outer plush fur and woven labels are made from 100% recycled fibers, while all hangtags are printed using soy-based inks and tied with organic cotton cords.
What is the recommended method to wash my soft toy?
We recommend gentle surface hand-washing using a damp microfiber cloth with mild baby shampoo or gentle detergent. If machine washing is necessary, place your friend inside a mesh pillowcase on a delicate 30°C cycle. Always air dry away from direct heat — never tumble dry!
Returns & 30-Day Guarantee
What is your returns policy?
We offer a 30-day money-back guarantee. Provided the toy is unused, clean, and in its original state with brand hangtags intact, you can return it for a complete refund or swap it for any other character.
How do I request a return or exchange label?
Simply visit our Return Policy page or email [email protected] with your order number. We will provide a prepaid Royal Mail QR code that you can show at any Post Office branch with no home printer required.
Teddy Perks & Promotions
How do I earn and redeem Teddy Perks?
You earn 5 points for every £1 spent on our store, plus bonus points for leaving verified Judge.me reviews, celebrating birthdays, and following us on social channels. Every 100 points equals £1 in shopping credit that can be applied directly at checkout.
Still haven't found what you're looking for?
Our friendly customer care team is always on hand to help you find the perfect plush friend.
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