FluffyLoom FAQ
A little help with orders, deliveries and everyday questions.
When will my order ship?
Orders are normally ready to ship in 3–5 business days after payment and any required personalisation details are complete. Carrier transit time is additional. Available delivery services, prices and estimates are shown at checkout. See our shipping policy.
Where does my order come from?
Your seller is ELIOT LITE SARL in France. Orders may be fulfilled by our production and logistics partners, including partners in Ningbo, China. A French company address does not mean every parcel ships from France.
How can I track my parcel?
Use the tracking link in your shipping confirmation. The first scan can take up to 48 hours. If tracking has not moved for five days or delivery is overdue, contact us with your order number and we will investigate.
Can I change an order?
Contact us promptly with your order number and the correction. Changes depend on production and dispatch progress. Please check names, personalisation and your delivery address carefully before ordering.
Can I return an item?
For standard goods, notify us within 14 days of receipt and return them within 14 days after your notification. Change-of-mind return postage is normally your responsibility. Goods genuinely made to your specifications or clearly personalised are excluded from change-of-mind withdrawal; choosing a standard colour or size alone does not make a product personalised. See the return policy and withdrawal form.
What if something is damaged, faulty or incorrect?
Contact us with your order number and a description; photos can help us resolve the issue. Necessary return or replacement shipping for a confirmed defect or our error is covered by us. Your statutory rights are not limited to the 14-day change-of-mind period.
What guarantee do you offer?
Statutory guarantees apply, including the French two-year legal guarantee of conformity for new goods where applicable. Our additional lifetime quality guarantee for personalised products covers confirmed manufacturing or quality defects, with free design adjustments and a replacement made and shipped at our expense as described in our returns and guarantees policy. Normal wear and misuse are excluded from that voluntary guarantee.
When will my refund arrive?
We normally inspect returned items within five business days. Statutory withdrawal refunds follow the 14-day legal deadline, subject to receiving the goods or proof of return. After processing, your bank may take another 3–7 business days to show the credit. See the refund policy for full details.
How do I choose and care for children’s products?
Check the individual product description, age guidance, materials and care instructions before buying and using an item. If a detail you need is missing, ask us before ordering. Follow the instructions supplied with your product.
How do I reach you?
Email fluffyloomofficial@gmail.com or use our contact form. Phone / WhatsApp: +86 176 0687 4897. Please include your order number. Our legal seller is ELIOT LITE SARL, 254 Rue Vendôme, CS 20015, 69003 Lyon, France.