FAQ

Sorry to hear you’re not satisfied with your purchase! But, no worries, you can return your (partial) order within 30 days after receiving the parcel.

Please ensure the item is in its original state, original shipping bag and including labels and hangtags. Upon receipt of the returned item, your refund will be credited through the payment method used to make the original purchase. Your return shipping costs will not be refunded. It can take up to 7 working days after the arrival of the return package for the credit to be processed.

To ensure the correct and speedy handling of your return please make sure to fill in the return form correctly. Click here to download the return form. 

Process for returns

To return your order, simply follow the steps below:

1.     Pack your product in the original package that you received from Bon Ton Toys. We try to keep waste to a minimum, so please consider the environment and re-use our packaging as much as you can.

2.     Download the return form here

3.     Fill in the return form and place it together with the items you want to return.

4.     Seal the bag/box securely.

5.     Write the address on the bag/box 

C/O- Primary Freight Services

Att. Bon Ton Toys

2091 Raymer Avenue

 Fullerton, CA 92833

6.     Return the bag/box at your nearest post office. The return shipment costs must be paid by the customer and are not covered by Bon Ton Toys.

Unfortunately we are unable to exchange an item purchased with us online for a different item in the collection. If you wish to exchange your purchase for a different item, please handle your purchase as a regular return and place a new order for your preferred plush.

Unfortunately not. Your order is picked and packed as quickly as we can (from Monday to Friday) so therefore it is not possible to make changes.

We currently ship only within the state of California via USPS for a flat fee of $9.95. Enjoy free shipping on orders over $65. Keep
an eye on our website for updates as we expand to the entire USA.

Want to order and ship to Europe? No problem! You can place your order easily through our dedicated EU webshop at bontontoys.com.

For now, shipping is available to the following EU countries: Belgium, Germany, Luxemburg, Austria, Denmark, France, Ireland, Italy, Portugal, Spain, and Sweden.

For USA orders, please allow 3-5 business days for standard delivery once your order has been placed. These are estimated delivery times, and they may vary slightly depending on the USPS network.

Yes! We ship all of our US domestic orders via USPS, which allows us to deliver to PO boxes as well as APO, FPO, and DPO addresses.

To avoid any delays, please ensure you provide the correct address at checkout.

Please first check the track & trace code provided to you by our warehouse – via e-mail. You can follow your parcel’s journey and see where it’s at. If you need more help, please first contact the courier for your parcel’s latest journey updates.

If all fails and you parcel seems to be lost, contact us!

Please send an email to hellousa@bontontoys.com for all order support please include your order number and date that your order was placed.

Our customer service team, based in the Netherlands, is weekly available from Monday till Friday from 9AM till 5PM CET. We try to respond to all of your questions within 48 hours.

Please note: once your package has left our warehouse and is out of our hands, we can not be held responsible for the exact delivery time. This is due to unexpected delays at the shipping companies to whom we have transferred your Bon Ton Toys plush.

Our orders are shipped from California, USA and, as soon as your order is on its way to you, a confirmation email will be sent with delivery information. Once we know the tracking number this will be sent to you via email so you can keep an eye on your order!

Unfortunately, we are not able to send your package as a gift (yet). As soon as this option is available, you’ll find this option at the check-out page.

Always do a quick search on our site using the search option at the right top of the home page. If you can’t find it here, please do not hesitate to get in touch. Unfortunately we may no longer have the toy you are looking for in stock; however we will always suggest alternatives which are available.

All Bon Ton Toys plush is handmade. You can wash them, but we don’t recommend using a machine. We suggest hand wash so your lovely plush will last a lifetime!

We are on a mission to produce the best durable soft toys. Read more about our values and our ethical production here.

You sure can!

To find a store that stocks our plush close to you, please send an email to sales@bontontoys.com

Great to hear you love our plush as much as we do!

Contact our sales department to discuss possibilities by sending an e-mail to sales@bontontoys.com

Our headquarters are in Amsterdam, the Netherlands, where all our durable plushies are designed. This USA webshop is managed from the Netherlands, while all US orders are shipped from our warehouse in California. EU orders are shipped directly from the Netherlands.

All displayed Bon Ton Toys products are sold and shipped by Bon Ton Toys USA LLC.