Just as we craft each plush companion with care and attention to detail, we want your experience with Mon Ami Toys Store to be perfectly perfect—even if a return or exchange is needed. We’re here to make the process as gentle and straightforward as a cuddle with one of our Animal Friends.

Our Policy at a Glance

We gladly accept returns and exchanges for most items within 15 days of the delivery date, provided the item is in its original, unused, and resalable condition—with tags attached and packaging intact. Your satisfaction is our priority.

Step-by-Step Return & Exchange Process

  1. Contact Our Team: Please reach out to us within 15 days of receiving your order. Send an email to [email protected] with your order number and reason for return/exchange. Our friendly team will guide you through the next steps.
  2. Receive Instructions: We’ll provide you with a Return Merchandise Authorization (RMA) number and the return shipping address. Please do not send any items back without an RMA number.
  3. Pack Your Item: Place the item securely in its original packaging, including all tags, certificates, and accessories. Include a copy of your order confirmation or packing slip inside the package.
  4. Ship Your Return: Send the package to the address provided, using a trackable shipping service. We recommend insuring your return for its full value, as we cannot be responsible for lost or damaged return shipments.
  5. Let Us Take Care of the Rest: Once we receive and inspect your return, we’ll notify you via email and process your refund or exchange within 5–7 business days.

Return & Exchange Request Template

To help you get started, here’s a simple template you can use when contacting us. Just copy, paste, and fill in the details.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Mon Ami Toys Store Team, I would like to request a [return / exchange] for my recent order. Order Number: [Please insert your order number] Item(s) to Return/Exchange: [e.g., “Ballerinas Plush, Size Medium”] Reason for Return/Exchange: [e.g., “Size adjustment,” “Color preference,” etc.] Please provide the next steps and your return address. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for [Item Name & SKU if known] [ ] Store credit I confirm the item is unused, in original packaging, with all tags attached. Thank you for your assistance! Best regards, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Refunds: Timing & Method

We process refunds with the same care we put into selecting materials for our Baby & Layette collection.

  • Timing: Once we receive and approve your return, refunds are processed within 5–7 business days. Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.
  • Method: Refunds are issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). If you paid via PayPal, the refund will be returned to your PayPal account. Store credit is also available upon request.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped).

Items That Cannot Be Returned or Exchanged

To ensure the safety and hygiene of our products—especially those intended for the most delicate recipients—the following items are final sale and cannot be returned or exchanged:

  • Personalized or Custom-Made Items: Any plush or product that has been personalized (e.g., with a name, date, or special embroidery).
  • Opened or Used Bath & Hygiene Products: Items from our Bath category that have been opened or used for safety and sanitary reasons.
  • Baby & Layette Items Removed from Packaging: Products from our Baby & Layette and Baby Blankets collections that have been removed from their original sealed packaging, due to hygiene considerations.
  • Final Sale Items: Any item marked as “Final Sale” or “Non-Returnable” at the time of purchase.
Gentle Reminder: Our Advent Calendars and seasonal items (from Christmas & Seasonal) are returnable only if unopened and with all seals intact, due to their time-sensitive and collectible nature.

Exchanges

Looking for a different color, size, or style? We’re happy to help!

  • Exchanges are subject to product availability. If the item you want is out of stock, we can issue a refund or store credit instead.
  • Please follow the same return process above, indicating clearly that you wish an exchange and specifying your desired item.
  • We will cover the standard shipping cost for the replacement item to the original shipping address.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or if you received the wrong item, please contact us immediately at [email protected] with photos of the item and its packaging. We will arrange a prepaid return label and send a replacement or issue a full refund at no cost to you.

We’re Here to Help

If you have any questions about our returns or exchanges policy, please don’t hesitate to reach out. Our team is dedicated to ensuring your Mon Ami experience is as warm and comforting as our plush companions.

Email: [email protected]
Address: 3828 Elkview Drive, COLUMBUS, US 31993

Thank you for being part of our global family of dreamers and gift-givers.

With care,
The Mon Ami Toys Store Team