Info

Shipping & Returns

Everything you need to know about getting your plushie to you — and what happens if something goes wrong.

Processing Time

When Will My Order Ship?

All plushies are made to order by hand, so please allow time for production before your order is dispatched.

Order confirmed

You'll receive an email confirmation straight away.

Production begins

Your plushie is handmade to order. Production itself typically takes 1–4 days, but we have plenty of orders before yours — so current lead times are 6–12+ weeks. We can offer a Rush Service for an additional fee if you need it sooner — just get in touch before ordering.

Dispatched & tracking sent

Once your order ships, you'll receive a tracking number by email.

Delivered! 🎉

Sit back and wait for your new plushie to arrive.

💡 Need it by a specific date? Get in touch at maua@mauagang.com before ordering and we'll let you know if it's possible.

Shipping Rates

Delivery Options & Costs

We ship worldwide from the UK. All orders are carefully packaged to arrive safely.

Region	Service	Cost
🇬🇧 United Kingdom	Royal Mail Tracked 24 or Royal Mail Special Delivery	£5 or £12
🇪🇺 European Union	Royal Mail International Tracked & Signed	£16.50
🇺🇸 USA	Royal Mail International Tracked & Signed (PDDP)	£19.50
🇨🇦 Canada	Royal Mail International Tracked & Signed	£19.50
🇦🇺 Australia & New Zealand	Royal Mail International Tracked & Signed	£32.50
🌍 Rest of World	Royal Mail International Tracked & Signed	£32.50–£35.00

📦 All international orders are sent with tracking and a signature required on delivery — so your plushie is safe every step of the way.

Estimated delivery times once dispatched:

UK: 1–2 business days (Tracked 24) or next-day guaranteed (Special Delivery)
EU: 5–10 business days
North America, Australia & Rest of World: 7–14 business days

These are estimates only and are not guaranteed. Delays due to customs or postal services are outside our control.

Duty & Import Taxes

Customs & Import Charges

Our plushies are handmade in the UK. Thanks to the UK to EU trade agreement, they enter the EU with zero customs duty, so you never pay a tariff, only your own country's VAT.

✅ Taxes paid upfront at checkout for these destinations, with nothing more to pay on delivery: Austria, Bulgaria, Cyprus, Denmark, Estonia, Finland, France, Germany, Ireland, Italy, Luxembourg, Malta, Netherlands, Portugal, Slovakia, Spain, Sweden, plus Norway, Switzerland, and the USA. This uses a postal service called PDDP (Postal Delivered Duties Paid), so your parcel clears customs with VAT and duties already settled.

Two limits are set by the postal service:

Spain & Luxembourg: taxes are prepaid at checkout for orders up to €150 (about £130). For larger orders to these two countries, your local post office collects the import VAT on delivery instead, and we show a note at checkout when this applies.
USA: covers orders up to $800, which comfortably includes all of our items.

All Other Destinations

For any country not listed above (including Canada, Australia, and others), we are happy to ship to you, but your local carrier will collect any import VAT or duties when your parcel arrives. These charges are set by your destination country, and Maua Gang is not responsible for them. The carrier will contact you about any charges, which are your responsibility to pay, and this may delay delivery if goods are held in customs.

⚠️ Please check your country's import rules before ordering. We are unable to refund orders refused at customs or returned due to unpaid import duties. (This does not apply to the prepaid destinations listed above, where VAT and duties are already settled at checkout.)

⚠ Please Read Returns & Refunds

Our Returns Policy

Custom Plush Toys — No Returns

Because every custom plushie is made uniquely for you, we are unable to accept returns or offer refunds on custom orders, except in the following circumstances:

The item arrives with a manufacturing defect (e.g. seams splitting, poor stitching affecting structural integrity).
The item is significantly different from what was agreed in writing before production began.

Custom-made items are exempt from the standard right to cancel under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)), as they are made to your personal specification.

Minor differences in colour, proportion, or detail compared to your original drawing are not considered defects — this is a natural result of translating a 2D design into a handmade fabric toy.

Think Your Item Is Defective?

Your order number
A description of the issue
Clear photographs showing the defect

We'll review your claim and, where a defect is confirmed, offer a repair, replacement, or refund at our discretion.

Non-Custom Items

For standard (non-custom) items, you may return within 30 days of receipt for an exchange or refund, provided the item is unused, unwashed, and in its original condition with tags attached.

Return postage is your responsibility. We only refund to the original payment method. Original shipping costs are non-refundable unless the item is faulty.

💷 Import taxes on refunds: if your order had VAT and duties prepaid at checkout, we refund those together with the item price once your return reaches us. Please note that for EU orders under €150, the €3 EU customs fee is set by the authorities and cannot be refunded.

📩 To start a return, email us at maua@mauagang.com before sending anything back. Items returned without prior contact may not be accepted.

Lost or Damaged?

What If My Order Doesn't Arrive?

In the rare event that your parcel is lost or arrives damaged, please contact us as soon as possible.

For lost parcels, please allow the full estimated delivery window to pass before getting in touch — international orders can sometimes take longer than expected.
For damaged parcels, please photograph both the packaging and the contents before opening fully, and send these to us.

Email us at maua@mauagang.com and we'll do our best to resolve it promptly.

📬 All international orders include tracking — your tracking number will be emailed to you when your order is dispatched.

Questions?

Still Not Sure?

If you have any questions about shipping, your order, or our returns policy, we're happy to help.

📩 Email us any time at maua@mauagang.com and we'll get back to you as soon as possible.