FAQs

Frequently Asked Questions (FAQ)

1. Do I need to create an account to place an order?

No, you can place an order as a guest without creating an account.

Creating an account may provide additional convenience, including:

  • Faster checkout for future orders

  • Access to order history and tracking details

  • Optional updates on new products and promotions

2. What payment methods do you accept?

We accept major payment methods, including:

  • Visa

  • Mastercard

  • American Express

  • Discover

  • PayPal

All payments are processed through third-party payment providers. We do not directly store your payment information.

3. How secure is my online order?

Our website uses SSL (Secure Socket Layer) encryption to protect your information during transmission.

Payment details are handled by certified payment processors and are not stored on our servers.

4. Are there any exchange rates?

All orders are processed in United States Dollars (USD).

If your payment method uses a different currency, your bank or payment provider may apply a currency conversion rate and possible additional fees. Please check with your provider for details.

5. How should I enter my shipping address?

Please enter your shipping address using English characters to help ensure accurate delivery.

If your address includes non-English characters, please use the closest English equivalent.

6. Can I change my shipping address after placing an order?

If you need to update your shipping information, please contact us as soon as possible.

We will attempt to accommodate changes before the order is processed or shipped. Once an order has been shipped, changes may not be possible.

7. How long does shipping take and how can I track my order?

Shipping times vary depending on the destination and shipping method selected at checkout.

After your order is shipped, you will receive a confirmation email with tracking information.

Please note:

  • Delivery times are estimates and may vary

  • Delays may occur due to customs processing or local carriers

8. What should I do if an item is missing from my order?

If you believe an item is missing, please contact us within a reasonable time after delivery.

Include:

  • Your order number

  • The item(s) missing

We will review your request and assist בהתאם.

9. Can I return or exchange items?

We accept returns and exchanges in accordance with our Return & Exchange Policy.

Please review the policy for:

  • Eligibility requirements

  • Time limits

  • Return conditions

Requests that do not meet the policy criteria may not be accepted.

10. How can I contact customer support?

If you have questions or need assistance, you can contact us at:

Email: support@plushandpenny.com
Phone: +852 2796 7513

We aim to respond to inquiries within a reasonable timeframe during business hours.