Shipping & delivery

Last updated: 6 September 2026.

Your seller & dispatch

Your contract is with ELIOT LITE SARL, trading as Fluffyloom, 254 Rue Vendôme, CS 20015, 69003 Lyon, France. Orders may be fulfilled from our production and fulfilment partners in Ningbo, China. A French seller address does not mean that an order is dispatched from France.

Production and processing

Orders are normally ready to ship in 3–5 business days, following the same processing timetable as our established custom-product service. Business days are Monday to Friday, excluding holidays. Production begins after the required personalisation details are complete. Any different lead time shown on the product page or agreed for your order takes precedence.

Delivery time and shipping charges

Production time is separate from carrier transit time. Available destinations, services and charges depend on the delivery address and are displayed at checkout. Any applicable free-shipping offer is shown with its conditions before payment. Please use the delivery estimate stated for your selected service; contact us before ordering if you need delivery for a specific date. Customs processing, holidays and local carrier conditions can affect delivery. We will inform you of a material delay and help resolve it; this does not restrict your statutory delivery or cancellation rights.

Tracking

We send dispatch confirmation and tracking details when available. Allow up to 48 hours for an initial carrier scan. If tracking has not moved for more than 5 days, or a parcel appears lost, contact us with your order number. We will investigate with the carrier and arrange the appropriate resolution.

Customs and taxes

International deliveries can attract import taxes, customs duties or carrier clearance charges. Amounts collected by us are identified at checkout. Additional charges not collected at checkout may be payable to the importing authority or carrier where legally applicable. Ask us before ordering if you are unsure. Mandatory tax disclosure and consumer rights remain unaffected.

Address changes and unsuccessful delivery

Check your name, address, postal code and contact details carefully. If something is wrong, contact us immediately so we can try to correct it before dispatch. Where a customer-supplied address error or failure to collect causes a return, reasonable actual return and re-delivery charges may apply. We will explain any charge before arranging re-delivery. Our own errors will be corrected at our expense.

Damaged or missing parcels

If a parcel arrives damaged, photograph the packaging and goods when possible and contact us promptly. For consumer deliveries arranged by us, the risk remains with us until you or your designated recipient physically receives the goods, subject to mandatory law. You do not have to resolve a carrier claim on our behalf. Reporting a problem promptly helps the investigation but does not shorten your legal rights.

Returns and contact

See our returns, refunds and guarantees for the full process. Contact fluffyloomofficial@gmail.com, WhatsApp +86 176 0687 4897, or our contact form. Please request return instructions before sending goods; the registered office is not an automatic parcel-return destination.