Welcome, dear friends of Mon Ami! We know that bringing a new soft companion into your home is a special moment, filled with excitement and perhaps a few questions. Below, we’ve gathered answers to the most common inquiries about our products, delivery, and care. We’re here to ensure your experience is as warm and worry-free as our toys.

🎁 About Our Products & Collections

What kinds of toys do you offer?
We specialize in creating and curating enchanting, high-quality plush toys and soft companions. Our collections include whimsical Angels & Fairies, adventurous Dinosaurs, cuddly Animal Friends and Bunnies, magical Ballerinas, our unique CuddleBuds™, and seasonal favorites for Christmas and Birthdays. Each toy is designed to spark imagination and offer comfort.
Are your toys suitable for babies?
Absolutely! Our Baby & Layette and Baby Blankets collections are specially crafted with the softest, safest materials for little ones. They make perfect gifts for baby showers and nurseries, designed to be both huggable and secure.
Do you offer limited editions or seasonal items?
Yes! We love celebrating the seasons and special moments. Keep an eye on our Christmas & Seasonal section and Advent Calendars. We also release themed collections, so visiting our website regularly or signing up for updates is the best way to discover new magical friends.

🚚 Delivery & Shipping

Where do you ship, and how long does delivery take?
We proudly ship our joy worldwide! However, to ensure the safest journey, we are unable to ship to a small number of remote regions and parts of Asia. You will be notified at checkout if your location is affected.

Once your order is placed, we carefully pack it within 1-2 business days. After that:
• Standard Shipping (Recommended): Via DHL or FedEx. Delivery typically takes 10-15 business days after dispatch. Flat fee of $12.95.
• Free Shipping: Via EMS postal service on all orders over $50. Delivery takes 15-25 business days after dispatch.
How can I track my order?
Once your package is handed to our carrier partners (DHL, FedEx, or EMS), we will send you a shipment notification email with a tracking link. You can follow your new friend’s journey right to your doorstep!
Do you offer gift wrapping or special delivery for gifts?
Every Mon Ami toy is packed with immense love and care in secure, protective packaging, making it feel special upon arrival. While we don’t currently offer additional gift wrapping, our presentation is designed to delight. For gift-givers, our Free Shipping option on orders over $50 is perfect for planning ahead for birthdays, Christmas, or baby showers.

💳 Payment & Checkout

What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for a secure and seamless checkout experience. Your financial security is important to us.
Is my payment information secure?
Absolutely. Our checkout process uses industry-standard encryption to protect your personal and payment details. You can shop with complete confidence.

↩️ Returns & Exchanges

What is your return policy?
Your satisfaction is our promise. If your new friend isn’t perfectly perfect, we accept returns within 15 days of delivery. Please contact our caring customer service team at [email protected] to initiate a return. We’re here to help make it right.
Who pays for return shipping?
For returns due to a defect or an error on our part, we will cover the return shipping costs. For other returns, the customer is responsible for the return shipping. Our team will provide you with all the necessary details when you contact us.

📦 Account & Order Management

How do I change or cancel my order?
We begin processing orders with love and care very quickly! If you need to change or cancel your order, please contact us immediately at [email protected] with your order number. We will do our very best to accommodate your request if the order has not yet entered the packing stage.
I didn’t receive an order confirmation email. What should I do?
First, please check your spam or junk folder. If you still can’t find it, reach out to us at [email protected] with your full name and any order details you have. We’ll resend the confirmation and ensure everything is in order.
A Little Note from Our Family: Thank you for inviting Mon Ami into your home and your heart. We are honored to be a small part of your big adventures and most cherished moments. If your question isn’t answered here, our friendly customer service team is always ready to help.