Your Privacy Choices

As described in our Privacy Policy, we collect personal information from your interactions with us and our website, including through cookies and similar technologies. We may also share this personal information with third parties, including advertising partners. We do this in order to show you ads on other websites that are more relevant to your interests and for other reasons outlined in our privacy policy.

Sharing of personal information for targeted advertising based on your interaction on different websites may be considered "sales", "sharing", or "targeted advertising" under certain U.S. state privacy laws. Depending on where you live, you may have the right to opt out of these activities. If you would like to exercise this opt-out right, please follow the instructions below.

If you visit our website with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will treat this as a request to opt-out of activity that may be considered a “sale” or “sharing” of personal information or other uses that may be considered targeted advertising for the device and browser you used to visit our website.

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Shipping Policy

We ship to most countries and regions worldwide (excluding remote areas). Whether you’re in North America, Europe, Asia, or beyond, Cainiao ’s extensive network connects your order from our workshop to your doorstep.

Processing time: Most of our products are handmade with care, which means some items may require 1–3 business days for final preparation after your order is placed.

Transit time (excluding public holidays): 7-15 business days.

Your order will be carefully packaged to protect delicate plush accessories and DIY components. Please inspect the package upon arrival for visible damage to the outer box. Verify all included items against your order summary (e.g., extra buttons, fabric scraps, or themed tags for DIY projects). If you notice damaged products or missing accessories, kindly contact our customer service team within 7 days of delivery. Provide your order number and photos of the issue, and we’ ll arrange a replacement or refund promptly.

For tracking updates, shipping queries, or post-delivery support, reach out to us at:

Email: service@soft-friend.com

WhatsApp: +86 13338858960

Return Policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

US: 5000 Richmond Street, Building B, Philadelphia, PA 19137


CN: 5-5F Shugang West Road, Yangzhou, Jiangsu, China, 225000

You can always contact us for any return question at Service@soft-friend.com.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at Service@soft-friend.com.

Payment Policy

We accept Visa, Paypal, Google Pay, Apple Pay & other major payment options.
Refund will back to your original account right away after canceling order.

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2. Card or verification problem, better check with bank or PayPal.

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