frequently asked questions


Can I modify my order?

Yes, it is possible to modify the order if the package has not yet been shipped.
For assistance requests contact our customer service within 24 hours of the order at support@fluffall.com.

Can I cancel my order?

You can cancel your order if it has not yet been shipped. If the package has been shipped it will not be possible to cancel the order, but you can request a return via your Customer Account.

Where can I find my order number?

Yes, it is possible to modify the order if the package has not yet been shipped.
For assistance requests contact our customer service within 24 hours of the order at support@fluffall.com.

I received most of my order, but one item is missing. What to do?

We assure you that the item will arrive soon. Items may be shipped from different warehouses and delivered at different times. Check your order for more tracking numbers. You can also contact our customer service team at support@fluffall.com for further assistance.

My item is defective or arrived damaged. What to do?

If the item arrives damaged, please contact our customer service at support@fluffall.com promptly with photos or videos. Once the status of the product has been verified, we will send you a new item.

Can I return my order?

Return requests are accepted within 14 days of receiving the goods.
The items you intend to return must not be used, damaged or deprived of their packaging materials. We reserve the right to check the status of the product once returned before proceeding with the refund. You can start the return procedure by accessing your Customer Account from the site. For more details, please see our terms and conditions policy.

Can I exchange an item?

Unfortunately it is not possible to make changes. However, you will be able to request the return of your product and place a new order.

How to use my promotional code?

Applying a promotional code is simple: at checkout you will find a specific item for entering the "discount code". The discount will come applied instantly.

Can I use multiple discount codes at the same time?

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In which countries do you deliver?

We currently provide international shipping in Europe to the following countries:
  • Belgium
  • Bulgaria
  • Croatia
  • Denmark
  • Estonia
  • France
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Netherlands
  • Poland
  • Portugal
  • Czech Republic
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Hungary
We do our utmost to extend shipments to new countries, to allow everyone to receive our beloved products.

How long does delivery take?

For the Fluffall Lair Bed delivery takes 3-5 working days.
For all other orders 15/20 working days.

How much is shipping?

We provide free shipping for all orders over €49. 
For orders under €49 shipping has a fixed amount of €5.
No additional costs in the case of orders containing multiple items, if they were delivered in more than one shipment.

What should I do if I have not received one or more products from my multiple order?

If you have placed a multiple order, it may happen that the items are sent in multiple shipments and at different times. This does not entail any additional costs for you and you will still receive communications via email. 
We can update your shipping address as long as you contact us within 24 hours of placing your order: write to support@fluffall.com indicating Name, Surname, order number and new delivery address. If your package has already been shipped, unfortunately we cannot make changes to the delivery.

How can I track my order?

Once the package has been shipped, you will receive a shipping confirmation email with tracking information. 
Alternatively you can consult the order status from your customer account on the site.

Why hasn't my order tracking been updated for a few days?

When you receive the first shipping confirmation email, your package will be taken over for shipping. Since these are international shipments, it will take a few days before the tracking provided becomes actually available for consultation.
We therefore recommend that you wait approximately 5 days to have visibility of the tracking. 
Please contact our customer service at ' support@fluffall.com for further questions and/or concerns.

Payment methods

What payment methods are accepted?

We accept the following forms of payment: 
  • Mastercard, Maestro and Visa
For further information on payment methods, visit the payments page .


How can I register my account?

You can register your Account by clicking on the icon  during checkout or by subscribing to our newsletter.

I registered an account: what is it for?

By registering your Customer Account you can easily view and modify your profile information, consult the status of your orders and request a return.

I forgot my login password. What to do?

Access the Account section and click on "Forgot your password?". You will receive an email at the address indicated to set a new access password.