FAQ

How can I pay for my order?

There are many different ways to pay, via Ideal, Paypal, Google pay and we accept the following credit cards: Visa, MasterCard and America Express.

How can I return my order?

Sorry to hear you’re not satisfied with your purchase! But, no worries, you can return your (partial) order within 14 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. You can download the return form here 

 

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 

GEODIS tav Bon Ton Toys

Rhijnauwen 4

1358 DD  Almere

The Netherlands

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.

Is it possible to cancel or exchange my order?

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.

Can I cancel or add anything to an order once it is placed?

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.

Do you ship internationally?

Yes we do! Please check the table below for your region and shipping costs:

Standard Delivery PostNL Order value <€50,- Order value >€50,- Delivery Time
The Netherlands €5,95 FREE 1-2 workdays
Belgium and Germany €5,95 FREE 1-3 workdays
Europe €14,95 €14,95 2-8 workdays
Outside Europe* €25,00 €25,00 5-12 workdays

 

Please note: prices exclude any possible custom fees and/or additional taxes. We can’t be held responsible for any additional taxes, this varies per country. Please check if any charges may be applicable for your country.

How long does delivery take?

In the Netherlands, you are likely to receive your order within 1-2 workdays the day after shipment. This applies to any order placed before 2 PM Central European Time (CTE).

For all foreign orders, please check out the table below for specific shipping rates and delivery times.

Standard Delivery PostNL Order value <€50,- Order value >€50,- Delivery Time
The Netherlands €5,95 FREE 1-2 workdays
Belgium and Germany €5,95 FREE 1-3 workdays
Europe €14,95 €14,95 2-8 workdays
Outside Europe* €25,00 €25,00 5-12 workdays

How can I check my order status?

Our orders are shipped from The Netherlands 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!

I haven’t received an order confirmation, what to do?

Please check you spam folder for the email with the order confirmation and track & trace code. If it is not there, please get in touch with us by sending us an email with your name and date that your order was placed to service@bontontoys.com

What do I do if my order has not arrived?

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 service@bontontoys.com for all order support please include your order number and date that your order was placed.

Our customer service team 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.

Can I send my order as a gift?

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.

What can I do if my favourite plush is lost?

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.

How do I take care of my Bon Ton Toys plush?

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!