Shipping

Where do you ship to?

We are proud to offer WORLDWIDE shipping BUT unfortunately we cannot ship to Dubai, Russia & China due to border force issues. If it states that we do not ship to your address at checkout for all other countries, please contact us.

How long does dispatch/shipping take?

For in stock items, dispatch takes around 1-4 days from the purchase date but this varies depending on if we have a huge influx of orders and because we are a small business.

All of our products are sent using a tracked service (Royal Mail Tracked 24 for UK and International Tracked 5-7 days for everywhere else). Although we always send our products using the fastest delivery service, we cannot always guarantee that delivery will be within the given timeframe and we are not responsible for any delays that may occur in transit.

How do I track my order?

You can track your order once you receive a shipment email. Simply click the tracking number that is linked under "view your order" and it will take you to Royal Mails website. From there you can see a step by step of your parcels journey.

Returns

What is your return policy?

We accept returns for a full refund or an exchange within 14 days from the date of delivery. However, returns costs are the responsibitlity of the customer and we suggest using a tracked service. Please note that postage costs will not be refunded once we receive the package back and for international orders, the postage cost used when we originally sent your order will not be refunded.

Can I exchange for a different item?

You may exchange unwanted items within 14 days from the date of delivery unless it is a faulty or damaged product.

How do I return products?

You must contact us first before returning anything back to us so we can confirm it is within the 14 day return window. We expect to receive your order back in its original packaging (this includes tags and packets) with all products inside that you have requested a return for and no damage to any product. Failure to do so could result in a delay of your refund, a partial refund or no refund at all. If you are returning a damaged product for an exchange or refund then we of course do not expect the above.

General

Why are your products so expensive?

Our products are classed as collectibles and are NOT toys. They should be enjoyed by customers/collectors that are over 14 years of age and anyone younger should be supervised. Our silicone animals are made out of high quality silicone, are extremely realistic and are hand rooted and hand painted. As you can guess; they are not plushies, fidget toys, taxidermy, plastic or rubber.

We now stock cuddly toys, dolls and stationary too so there is something for everyone and every budget!

How do I look after my silicone animal?

To ensure a lifetime of collectible fun from your silicone animals please ensure you handle them as if they are real. They are extremely fragile and are not made for rough play or to be treated like toys. Please make sure you do not pull the legs/arms back or to the side as they are most likely going to rip due to them not being designed to be moved around in that way. You can wash your silicone animal with water making sure not to get it in the eyes or mouth as this can lead to them getting mildew inside of them, we have a guide here if you are unsure how to bathe them. We also have a ‘Care Accessories’ section where you can find our Electric Bath & Exclusive Aftercare Set to help you with the process.

When do you restock?

We aim to restock sold out products every week, sometimes every two weeks. When we experience busy periods where our entire store sells out, our silicone animals will be placed on pre order so you are able to guarantee you don’t miss out when they next restock.

What does pre order mean?

Pre order means that you are PRE PURCHASING before we restock the animals as we sell out extremely fast which leaves customers disappointed and thinking that they have missed out all together. Your pre order will be shipped before the animals go back into stock as well.

A pre order has a TURNAROUND of TWO TO FOUR WEEKS from the date of purchase. This is an estimated time from our experience with pre orders and does not mean that you will be waiting this long but it's a possibility during busy periods. Pre orders can sometimes take 1-2 weeks but this is rare.

Please note that when you purchase any other items in our store along with a pre order, those items WILL NOT be shipped until the whole order is ready so we suggest if you do not want this, to order in stock items and pre order items separately.

What comes with the silicone animals?

Each animal comes with their very own mini bottle, a silver pacifier, a Loula's Little Nursery original design fleece blanket, a rattle (for pink, blue & yellow accessories), a hat (for purple & red accessories) and a bow. They are adorably tucked into our customised animal condos with their white round fluffy bed customised with the Loula’s Little Nursery logo on the tag and a Loula's Tag around their neck ready for the new owner to receive them. They also come with an adoption certificate for you to fill in when they arrive home.

How do I choose an accessory colour?

When you select an animal, a form will pop up where you can select the colour you would prefer. You can choose from Pink, Blue, Yellow, Purple or Red accessories. Once you have done this, add it to your cart and you will see the information before you checkout to make sure it is correct. You can then checkout as normal and we will receive the details on our end as your order comes through. If no colour is chosen then you will be sent a random one and it is no responsibility of ours if you are not happy with the colour you receive.

I received an email to leave a review when I haven't recieved my order?

We understand this can be confusing but review emails are sent out automatically by the provider we use and only when orders have shipped. If you haven't received your order and you get an email then please ignore it until you have your order and are able to leave a review if you wish. However, we ask that you please do not leave a review stating that you haven't received your order and to contact us directly if you have any concerns.

Can you pack my order on video?

We can but sometimes we are unable to do this. We would love to pack every order on video but due to the amount of orders and requests we get to do so, it becomes impossible as we are only a two person business and every order is packed by us.

Are the silicone animals handmade?

They are not handmade by us but are handmade by our amazing suppliers. They have spectacular artisans who hand sculpt the animals in clay, create the mold and then bring them to life in silicone where they hand root the hair and hand paint any cute features.

We work closely with our suppliers to create exclusive fur colours and exclusive animals that cannot be found anywhere else. All animals that have "EXCLUSIVE" in the description are our copyrighted designs.

Why is my silicone animal shedding/losing hair?

DO NOT PANIC & START PULLING! Your silicone animals hair has been cut and/or shaved during the rooting process and gently brushed off so this will leave access hair that will come off when you handle, wash or wipe them. THIS IS NORMAL. However, you must not start pulling at the hair when you notice the shedding as you will start to see hair loss and bald patches. Your animals hair is not glued in as there is no entry point to get to the inside to do so as they are one piece full body silicone. If the shedding is really bugging you, we advise to use a baby wipe or damp cloth and gently wipe in the direction the hair is rooted which will remove the access.

If you have any other questions, please contact us using the form below and we will reply within a 24 hour period.