FREQUENT ASKED QUESTIONS
sendbuddy's help centre
We are here to answer any questions you might have, the most common ones, you will find the answers below, if you do not find the answer to your question, please do not hesitate to contact us, we would love to hear from you!
order info. related questions
Share details about your shipping policies, item returns, or customer service.
We do not include any of your information in the package, the recipient will only know who sent them a buddy if you add your name to the personalised note. However, SENDBUDDY does reserve the rights to share any details from the sender to the recipient if they have any concerns about their own well being. We DO NOT ALLOW, under any circumstances to use SENDBUDDY with any sort of malicious intent.
If you want to purchase two or more of our buddies heading to different addresses, you would have to place separate orders for each of your loved ones. That way, each person will receive their packages individually at their addresses.
If you want to purchase two or more of our buddies heading to the same address, you would need to place only one order. Ordering your buddies together means we will send you only one tracking number and our buddies will arrive at the same address. You can still add personalised notes to each of the buddies, we recommend you include the name of each intended recipient on the notes so that we can label them individually with their names and therefore, guarantee we are giving the packages to the right person.
You can still add personalised notes to each of the buddies, we recommend you include the name of each intended recipient on the notes so that we can label them individually with their names and therefore, guarantee we are giving the packages to the right person.
If you need to make any major changes, such as the address where we have to send your buddy or if you need to cancel your order for any reason, please do not hesitate to contact us on
We always aim to respond within 48 hours and based on your needs, we will proceed to help you as much as we can.
If you require a refund after cancelling your order, we will credit the same payment method you've used to complete your purchase.
Please note, this can take several days to reach back your account.
We can guarantee you your details are not compromised in ANY way whilst using our site. We process all payments and information with our store provider, Shopify. We do not hold any information from our customers besides from what you have agreed on.
SHIPPING & DELIVERY. related questions
For orders within the UK, we offer fast delivery using Royal Mail Deliveries.
Please note: Once counting the days from the moment you have placed your order, working days exclude weekends and bank holidays.
Shipping Method - Royal Mail
Shipping Time - 1 to 3 Business Days
FREE standard delivery UK
Royal Mail - Next-Day Delivery - £5.50
The above shipping time estimates does NOT include our processing time of 1-2 business days. Although we aim to ship the orders same day if placed during the morning hours.
NOTICE: Orders may take longer to process and ship depending on your region's restrictions due to COVID-19. Please allow additional time for delivery as needed.
For International Orders:
International shipping time is approximately 6-7 business days. However, we continue to experience complications with these deliveries due to COVID-19 restrictions. If you are placing an order to an international address, please be aware of this and expect delays. We recommend alerting international recipients of an incoming package to avoid inadvertent delays or return-to-sender issues.
We do not have guarantee any shipping timelines for international shipping. We apologise for any inconvenience this may cause.
International shipment prices may not include taxes and duties that your recipient's country charges upon arrival.
NOTICE: Should your package be returned to us, we do not refund the cost of international shipping.
We understand you are worried! If it has been more than 7 days (for UK orders) and you or your loved one has not received your new buddy yet, please contact us on firstname.lastname@example.org
adding your order number and contact information as well as any extra information you might have that could help us locate your order as soon as possible.
For international shipments, please wait 30 days for your order to arrive before contacting us.
If after tracking your order it appears as delivered and it has not arrived yet, your new buddy may be lost or misplaced, in that case, we will try our hardest to help you!
We are a family-run business located in Uddingston, Glasgow, Scotland, UK.
RETURNS & EXCHANGES. related questions
We always accept your returns within a 30 days of the delivery date. We will process a full refund in such case.
We don't cover any shipping cost for your package unless your Buddy was faulty.
You can contact us on email@example.com for further instructions on how to return your ex-Buddy to us.
We highly recommend you create an account but it is not mandatory.
We are happy to exchange your current Buddy for a different one, please contact us on firstname.lastname@example.org for further information. Do not forget to add your order details and customer information.
Please note, we do not cover the additional shipping costs.
OUR BUDDIES. related questions
We understand how frustrating that might be! We are always working hard to ensure all our Buddies are in stock, however, sometimes... We cannot... We keep working hard on making sure to restock asap and also bring new Buddies on board.
You can always sign up for alerts to be notified when your favourite Buddy is back in stock as soon as we run out of it!
Our team is working hard to bring new Buddies onboard, sometimes we get customers looking for an specific Buddy that we might not have, in such case, please do not hesitate to contact us on email@example.com with your request. We will take it into consideration for the next time we are brainstorming about new Buddy arrivals!
Well... We are not sure he/she might like that... But we do understand that sometimes, Buddies also get dirty. We recommend you to first try to clean with just a cloth and some water. If that does not sort out the issue, you can put your Buddy in the washing machine, please use the shortest and kindest cycle, do not add any fabric softener and do not tumble dry. Always let your buddy dry by themselves!
TELL ME ABOUT SENDBUDDIES CHARITY WORK
We are currently working hard to donate 10% of ALL sales to Children's Hospitals in the UK.We will be posting info regarding which hospitals we choose for each quarter of the year as well as videos and photos of our donations, extra information, etc. If you have any UK hospital or charity you would love us to donate to, please do not hesitate to contact us and we will get back to you ASAP.