FAQ

Products

What products are available online?

Comfort Works Kids is your one stop workshop for unique custom made plush toys. We sew one-of-a kind soft toys based on your kid's drawings.

What size can I get the soft toy in?

We have 3 sizes. 20cm , 30cm and 45cm in length or wide. For custom sizes larger than 45 cm, email plushies@comfortworks.com.au.

 

How much does it cost?

Prices are dependent on size. All prices are quoted in Australian dollars (AUD). Here's a price chart :

20cm $95

30cm $140

45cm $185

 

How do I order a custom soft toy?

Simply upload an image of the drawing (jpeg, pdf, png, gif files, max 400kb only) when placing an order via the website. Since every order is unique and custom made, upfront payment is required.

 

How long will it take?

Production and delivery will require 4-5 weeks after payment is processed. Upon completion, a series of quality control checks are carried out before delivering. A photo will be sent to your email address and if you are satisfied, we will dispatch within the next 2 days.

 

What types of payment methods do you use?

To safeguard your privacy online, Comfort Works accepts payments by PayPal, which in turn accepts all major credit cards such as Visa, Mastercard and Discovery Card. You don’t need a PayPal account to complete the transaction. Your credit card will be charged only when you validate your order, subsequently, PayPal and Comfort Works will send you an email confirmation once payment is received.

 

Can you make soft toys for adults (big kids) ?

Sure. While we love to focus on children's drawings only, we can definitely custom make soft toys for gifts, base on your photos, images or prototypes.

 

What is the material used in the production of the soft toy?

Soft toys are stuffed with hypoallergenic 100% polyester fiberfill. A wide range of cotton, fleece, or upholstery fabrics are used for the skin of the the soft toy.

 

How can I clean the soft toy?

We recommend regular spot cleaning and sunning to keep the soft toy in good condition.

 

Delivery

Do you ship worldwide? How much does shipping cost?

Yes, we ship worldwide. Shipping prices are shown on the checkout page. As a guide, worldwide shipping cost is $15 for 20cm soft toys, and $19 for 30cm and 45cm soft toys.

 

Can orders be delivered to a P.O Box?

No. Physical acceptance by the consignee is necessary.

 

Can you hold the order and ship at a later date?

Yes. We can. If you are going to be away and will not be able to accept a delivery, let us know beforehand. Email: plushies@comfortworks.com.au.

 

What shipping & processing options are available?

All soft toys are shipped out using either DHL, FED EX, or EMS. Each parcel will come with postage insurance and tracking number.

 

Do I have to pay tax or import fees?

Due to the international nature of our business all prices are shown with no consideration of your local custom office's regulations. It is not our responsibility for these additional charges. If you have questions regarding customs or duties chargers and procedures in your country, it is your responsibility to contact your local customs office before placing your order.

 

 

Returns

What if I'm not happy with the soft toy?

The soft toy will only be sent upon your confirmation of the photo. We take great pride in the quality and craftsmanship of our products. Attention to detail, design, material, and construction is our priority.

 

If the order has been received and found faulty, the Terms and Conditions on “Refunds” apply. Please send to us your claim by email at plushies@comfortworks.com.au with at least 2 photos showing the damage.We cannot accept cancellation of an order that the customer refuses to accept delivery and is returned to us by the courier. In this case we will consider as terminated our obligation to reship, reserving all rights to claim for damages and incurred fees.

For more on Comfort Works Kids return policy: click here.

Is payment refundable?

If you have ordered a soft toy and we haven't started on your order we would be able to refund your money. Amendment is possible within 48 hours after payment. Confirmed orders can be cancelled after payment but only within 48 hours based on the time stamped on PayPal’s receipt, in which case it is necessary to email to us at plushies@comfortworks.com.au, with the order number. We will give a full refund within the next two business days.

If the order has been processed at Production, we can refund the invoiced value less 30% restocking fee.

Others

Please email plushies@comfortworks.com.au with all other questions.