HELP
FAQ
Q: What are your plush pillows made of?
A: Our plush pillows are made with high-quality mochi minky fabric and stuffed with 7D cotton filling, ensuring they are soft, cuddly, and durable.
Q: Are your plush pillows washable?
A: Our plush pillows are spot-clean only. We recommend using a damp cloth to gently clean the surface and avoid machine washing.
Q: What sizes are your plush pillows?
A: Most of our plush pillows are under 20 inches, making them perfect for snuggling, decorating, and gifting.
Q: Where do you ship to?
A: Currently, we ship within Canada and the USA.
Q: How long will it take to receive my order?
A: Orders are processed within 1-2 days, and delivery within Canada takes 1–5 business days, and to the USA, 4–8 business days.
Q: Can I return or exchange my plush pillow?
A: We accept returns within 14 days of delivery. The item must be unused, in its original packaging, and in re-sellable condition, with all tags intact. For assistance with your return, please contact us at hellosoftlycare@gmail.com. Please note that we do not offer exchanges.
Q: What if my plush pillow arrives damaged?
A: If your plush pillow arrives damaged, please contact us at hellosoftlycare@gmail.com immediately with photos of the item and packaging.
Q: Will my plush pillow fluff up after being vacuum-compressed?
A: Yes! Once received, gently fluff the plush pillow with your hands or place it in a dryer on low heat for 5-10 minutes. You’ll notice the plush pillow returning to its full, soft, and fluffy shape.
Q: I made a mistake on my order. Can I change it?
A: If you need to change your order, contact us immediately at hellosoftlycare@gmail.com. Changes can only be made before the order is shipped.
Q: I haven’t received my order. What should I do?
A: If your order hasn’t arrived within the estimated delivery time, please check your tracking number. If there’s an issue, contact us for support.
Shipping
Processing time: Orders are processed within 1-2 days.
Delivery time: Shipping within Canada takes 1–5 business days, and to the USA, 4–8 business days.
Tracking: You will receive a tracking number via email once your order ships.
Return Policy
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Enter your email address and verification code to sign in.
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Go to your order history, select the order and items you want to return or exchange, and follow the instructions.
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Once your request is approved, you will get email update notifications with shipping guidelines.
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Return shipping costs are the responsibility of the customer and will not be reimbursed.
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We recommend using a trackable shipping service to ensure your return reaches us safely.
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Once your returned merchandise is received and inspected, we will send you an email notification about the status of your refund.
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If approved, your refund (excluding any original shipping fees) will be processed back to your original method of payment within 7–10 business days.
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Original shipping fees are non-refundable and will not be included in your refund amount.
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Items must be returned within 14 days of receiving your order.
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Items must be in unused and re-sellable condition, with all tags intact.
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You’ll also need the receipt or proof of purchase.
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Gift cards.
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Discounted items.
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Items that show signs of use.
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If the item arrives damaged, defective, or you experience a loss during delivery, please contact us at hellosoftlycare@gmail.com within 7 days of receiving the order with evidence (photos, descriptions, etc.).
INFO
The Secret World of Softly
Softly is more than just a collection of plushies—it’s a heartfelt journey inspired by my childhood memories, experiences, and emotions.
Growing up, my favorite moments were rooted in simple joys: borrowing my grandpa’s Sunday newspaper to solve puzzles or dive into the comics, and getting lost in cartoons filled with lush green grass, bright blue skies, and whimsical townships. I’d imagine how incredible it would be to live in such a world—surrounded by comfort, warmth, and endless stories.
That childhood spark of imagination is what shaped Softly. When I started this brand in February 2024, I didn’t overthink it—I simply wanted to create something meaningful and comforting. I designed these plushies with lounging in mind—they provide better head support than regular pillows, with a height that makes them perfect for resting, reading, and relaxing. This first collection is limited, and I didn’t have a big plan when I started—just the desire to create comfort. But after this collection clears, I’ll be introducing a completely new plush concept that I’m currently working on.
Beyond plushies, Softly is about creating something beautiful and emotionally comforting. Life can feel overwhelming, and sometimes, the smallest things—a cozy corner, a familiar shape, a soft place to rest—can bring an unexpected sense of relief. I want Softly to be that little piece of comfort in your world, whether it’s through these plushies or the community I hope to build—one filled with warmth, nostalgia, and genuine connection.
Softly is just me—a one-person team—bringing a childhood dream to life. The feelings that once came from comics, cartoons, and playful daydreams now take shape in these plushies—soft, simple, and designed to bring that same warmth into everyday life. And just like my imagination never stopped, neither will Softly. As I grow and learn, so will my plushies—always evolving into something new, while keeping the heart of that childhood nostalgia alive.
Thank you for being here. It truly means the world.
With love,
Softly :))