Shipping Information
At Moulin Roty, where every child’s smile is precious, we want your shopping experience to be as delightful as our plush toys. Here’s everything you need to know about shipping your order:
Order Processing
All orders are processed within 1-2 business days. You will receive a confirmation email with tracking information once your order has shipped.
Please note: Delivery times are estimates and may vary depending on your location and customs processing.
Shipping Destinations
We ship worldwide, excluding some Asian countries and remote areas. If you’re unsure whether we ship to your location, please contact us at [email protected] before placing your order.
Returns & Exchanges
We understand that sometimes a product might not meet your expectations. Our return policy is designed to be as gentle and caring as our plush toys.
Return Policy Overview
- You have 15 days from the date of delivery to request a return or exchange
- Items must be returned in new, unused condition with all original tags and packaging
- Original shipping fees are non-refundable unless the return is due to our error or a defective product
Non-Returnable Items
For hygiene reasons, we cannot accept returns on:
- Unwrapped plush toys and stuffed animals (Doudous et peluches)
- Educational toys (Jeux d’éveils) that have been in contact with a child’s mouth
- Opened products from the « Au quotidien » (Daily essentials) category
💡 Tip: Just as you would check the softness of a plush toy before gifting it, we recommend inspecting your order carefully upon receipt.
Return Process
- Contact us by email at [email protected] using our return request template (provided below)
- Our team will send you a return authorization with instructions within 48 hours
- Pack the item carefully in its original packaging and include the provided return slip
- Ship the package to: Moulin Roty – Service Retours
14 Rue Saint-Honoré 01eme
Paris, FR 51985 - We will notify you once we receive and inspect your return
Return Request Template
Subject: Return/Exchange Request – [Order Number]
Dear Moulin Roty Team,
I would like to request a return/exchange (delete as appropriate) for order #[your order number].
Item concerned: [Product name]
Reason: [Briefly describe the reason for return]
Attached to this email:
- A photo of the product (if damaged or defective)
- A copy of my invoice
Sincerely,
[Your full name][Your email address]
[Your phone number]
Refunds
Once your return is approved:
- Refunds will be issued to the original payment method
- For credit card payments (Visa, MasterCard, JCB), the credit will appear within 5-10 business days
- For PayPal payments, refunds are typically immediate
Exchanges
If you’d like to exchange an item:
- We will ship the new item as soon as we receive and validate your return
- We cover the shipping costs for the replacement item
- If there’s a price difference, we will adjust the amount using your preferred payment method
Our Commitment to You
🌟 Just as we put all our heart into creating toys that awaken the senses, we take pride in making the return process as simple and pleasant as possible.
For any additional questions about our shipping or return policy, please don’t hesitate to contact our team at [email protected].
With all our tenderness,
The Moulin Roty Team