FAQ’s

Frequently Asked Questions – Reginald & Vex

PAYMENT: Payment is accepted in the form of Paypal or major credit cards please.

ORDER TIMELINE:
All items listed are ready to ship unless otherwise noted.  Please remember that shipping during Christmas, Holidays, postal holidays, natural disasters and the like will most likely delay your package. Please plan accordingly.

PLUSH:
Each plush is handmade, so there may be slight variations.
Occasionally fabrics pictured on items may become unavailable. In this case we will contact you in regards to your order.
 
EMBROIDERY:
All embroidery is a combination of machine and hand crafted, so there may be slight variations. Please be aware that color variations may occur due to monitor settings.

CARE INSTRUCTIONS:
Plush:  Machine washing is NOT recommended.  Wipe plush with soft, damp cloth & let air dry. If sticky substance is on plush, use a bit of laundry soap mixed with warm water and use a cloth to remove substance. Let air dry.

Embroidery: Lace & Ornaments  Canned air may be used to remove dust or other dry substances. Washing or submerging in water is NOT recommended.

Embroidery: Butterflies
A Non-toxic water soluble stabilizer is used as a backing. To remove, submerge in warm water for about 5 minutes. Gently blot dry with a soft towel and then use a soft chip clip or similar item to position the wings in place. Let air dry and remove clip.

Your product(s) can be damaged if:

* MACHINE WASHED

*PETS USE AS CHEW TOY

*ITEM IS LEFT OUTSIDE OR IN DIRECT SUNLIGHT

SHIPPING: Shipments within the United States have these options:

First Class – item is delivered in 4-5 business days. Buyer will receive a tracking number with limited tracking information.

Priority – item is delivered in 2-3 business days. Buyer will receive a tracking number with more specific tracking information.

International shipments outside the United States have these options:
First Class – item is delivered after several weeks, depending on the distance of the destination country. This can vary from 2-6 weeks, so be prepared for long wait times. Also be aware that this option offers NO TRACKING. For tracking to major cities, you will need to upgrade to Priority Mail.
Priority Mail – item is delivered in 6-10 business days. Buyer will receive a tracking number with basic tracking information.
• Note that, depending upon your country’s post office, you may be required to pay customs fees or pick up your package at your local post office. Reginald & Vex have no control over these situations, so please be prepared for them before you buy.

Insurance or registered mail can be requested for a different charge than the one listed.

Selecting expedited shipping during checkout does not ensure a faster processing time, especially during a holiday season. If you have a question about how long an item(s) will take to ship, please refer to the product listing or contact us using our customer service email: Cuddles@reginaldandvex.com

LOST ITEMS: Items are only considered lost after the estimated shipping time has passed plus a few days to account for common shipping delays that occur around holidays, natural disasters, mis-routing, and the like.
If the item has still not been received, the US package carrier will be contacted by me (and International package carrier contacted by the recipient, if applicable) to see about getting the package traced. Further refunds and actions beyond that will depend upon the course of action taken by the package carrier(s).

EXCHANGES: Items are only replaced if they are defective or damaged.  If you need to exchange it for the same item, send us an email at Cuddles@reginaldandvex.com. We will send shipping information to you to exchange your item(s).  To complete your exchange, we require a receipt or proof of purchase.

Exchanges are not granted if:

* Any item is not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

Once your exchange is received and inspected, we will send you an email to notify you that we have received your item.              Depending on where you live, the time it may take for your exchanged product to reach you, may vary.