Last updated: 01-08-2026

If something is not right, sending it back is straightforward. This page sets out your legal rights and how to use them.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive it. You do not need to give us a reason.

To cancel, tell us clearly before the 14 days are up. Email info@freddiestar.com with your order number, or use the cancellation form at the end of this page. A phone call or a message that simply says you want to cancel is enough, provided it is clear.

After telling us, you have a further 14 days to send the goods back.

Returning the goods

  • Items should be returned in the condition you received them. You may examine the item as you would in a shop, but if it is handled beyond that, we may reduce your refund to reflect any loss in value.
  • Please include the original packaging where you can.
  • Contact us before sending anything back so we can give you the correct return address.
  • You pay the cost of return postage when you are cancelling because you have changed your mind. We recommend a tracked service, as the parcel remains your responsibility until it reaches us.
  • Return postage is paid by us when the item is faulty, damaged, or not what you ordered.

Your refund

We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is sooner. Refunds are made to the original payment method.

Your refund includes the standard outbound delivery charge you paid. If you chose a more expensive delivery option, we refund up to the cost of our standard service.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If yours are not:

  • Within 30 days of delivery you may reject the item and receive a full refund.
  • After 30 days and up to six months, we will repair or replace it. If that is not possible or is unsuccessful, you are entitled to a refund, which may be reduced to reflect the use you have had.
  • After six months, the same rights apply, but you may be asked to show the fault was present at delivery.

Email info@freddiestar.com with your order number and a photograph of the problem, and we will put it right.

If your parcel arrives damaged or does not arrive at all, contact us and we will arrange a replacement or refund.

Please note that each plush is finished by hand, so minor variations in stitching or shading are natural characteristics of the product rather than faults.

Exchanges

Where an item is in stock, we may be able to exchange it instead of refunding. This is offered as a goodwill alternative and is at our discretion. Contact us before returning anything so we can check availability. Your legal right to a refund under the sections above is unaffected.

Items that cannot be cancelled

The statutory right to cancel does not apply to personalised or made-to-order items, or to sealed audio, video or software that has been unsealed. This does not affect your rights if the goods are faulty.

Gifts

If you received an item as a gift, contact us with the order number or the name of the person who bought it and we will help where we can. Please note that the legal rights above belong to the person who placed the order.

How to start a return

  1. Email info@freddiestar.com with your order number and whether the item is faulty or you have changed your mind.
  2. We will reply with the return address and any instructions.
  3. Pack the item securely and send it back using a tracked service.
  4. We will confirm by email when your return arrives and process your refund.

Model cancellation form

You may use this form if you wish, but you do not have to.

To: [COMPANY NAME], [RETURNS ADDRESS], info@freddiestar.com

I hereby give notice that I cancel my contract of sale for the following goods:

  • Ordered on / received on: ………………………
  • Order number: ………………………
  • Name of consumer: ………………………
  • Address of consumer: ………………………
  • Signature (only if this form is notified on paper): ………………………
  • Date: ………………………

Complaints

If you are unhappy with how we have handled a return, email info@freddiestar.com and we will look into it. You can also seek free advice from the Citizens Advice consumer service.

Nothing on this page affects your statutory rights.