Terms and Conditions

Use of our website and the sale and purchase of goods from the website are governed by our terms and conditions as set out below. “We” or “Our” means www.send-a-cuddly.com, “You” or “your” or “user” means the person accessing, using or ordering from our website over the Internet (These terms and conditions were last updated on 01/03/2016).

Prices, description and availability of goods

Prices are subject to change without notice and all goods are sold subject to availability.  Where goods are temporarily out of stock we will contact you so that you may choose between a refund on the item, having it shipped when it is back in stock or selecting an alternative product. Whilst we take the utmost care to ensure the product descriptions, pictures, information and prices are accurate we do not accept liability for any inaccuracies, errors or omissions. Colours may vary slightly from those shown on the website due to the limitations of Internet technology. Orders are accepted at our sole discretion and we maintain the right to decline orders without giving an explanation.

Sales tax

Orders are shipped within the UK only and are subject to Value Added Tax (VAT), which is included in the prices displayed for each product.

Payment methods

You may order online using a credit/debit card. You may order by telephoning us and pay using your credit/debit card. You may print and post your order to us and pay by credit/debit card. All prices are in pounds sterling (£).

Your shopping basket displays the goods you have purchased.  We try to despatch orders within 48 hours of an order being placed.  We will let you know if this is not going to be possible.  The cost of delivery is displayed on our website and depends on the service selected.  delivery times quoted are estimates, based on availability and normal delivery services.

Refunds for missing parcels will be issued in accordance with any required waiting period or time frame as set by our courier company.


We want you to be completely happy every time you buy a cuddly toy from us. Our guarantee means that if for any reason you are not completely satisfied with the goods purchased you may return them to send-a-cuddly within 10 working days from receipt and you will then receive a refund. If the goods are defective, damaged or not as specified on your order, your postage costs will also be refunded.  It is your responsibility to take care of the goods before returning them, and they must be returned in a condition where they can be resold. Simply fill out the returns paperwork that you received with your order and send it along with the product to:

Returns Department, send-a-cuddly, 2 – 3 Chene Court, Poundwell Street, Modbury, Devon, PL21 0QJ.

We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt.


In the unlikely event that you have a complaint, please contact Customer Services by telephoning 01548 831070 or by e-mailing all-ears@send-a-cuddly.com.  We are open 9am-5pm Monday to Friday but we often work later, so please do try us.

Trademarks and Copyright

All third party copyright, trademarks, brand names, product names and titles on this website are acknowledged. This website is protected by copyright and the copyright, trademarks, logos and intellectual property rights for the content of the website are the property of Etail Systems and/or www.send-a-cuddly.com. ALL RIGHTS RESERVED. Any use, printing or copying of materials on this website, other than in the course of browsing, selecting products and ordering from us, is strictly prohibited. Any framing of this website is prohibited.


Security is one of our highest priorities and we take every precaution to protect your personal information both online and offline. Information requested when registering or ordering goods online (including your credit/debit card details) is encrypted with SSL (Secure Socket Layer), the industry standard encryption software. Any off-line information is stored in accordance with the Data Protection Act 1998 and all of our employees are kept up-to-date on our security and privacy practices.  We ensure our Merchant (Sage Pay) maintains our standards of security.  You should keep any password you may have secret.  If you have any questions about the security at our website, you can send an e-mail to all-ears@send-a-cuddly.com

Privacy & Cookie Statement

This privacy statement applies solely to information collected through this website.  In operating our website it may become necessary to transfer data that we collect from you to locations outside the EU for processing and storing.  By providing your personal data to us, you agree to this transfer, storing or processing.  The sending of information via the internet is not totally secure and as such it is possible that the information can be intercepted.  We cannot guarantee the security of the data that you choose to send electronically and the sending of that information is entirely at your own risk.

Information Collection and Use

The information we collect about you is used for processing your order and collecting information about your browsing actions and patterns. This information is collected and stored lawfully in accordance with the Data Protection Act 1998. During the registration or ordering process we collect some or all of the following information:

  • Your name and address
  • Your contact telephone numbers (to enable us to contact you in the event of a query)
  • Your e-mail address
  • For credit/debit card purchases, your card details
  • Some information about your computer, including where available your IP address

We will confirm your personal details on our order confirmation. If you have registered you may check, amend or remove your personal details by clicking the login button. If you are not registered you may check, amend or remove your personal details by e-mailing all-ears@send-a-cuddly.com or writing to us. By registering or ordering through our website you consent to the collection and processing of your personal details by us.


A Cookie is a small text file which a website may put on your computer or mobile device when you first visit a site or page.  It helps the website recognize your device if you visit again.  Cookies can also collect data that helps us analyse how well our website is performing, or helps us recommend content that we believe may interest you.  Some cookies contain personal information, for example how you arrived at our website, or where you are located.  Web beacons or other similar files can perform similar functions.  We use the word “Cookie” here to refer to all files that collect information in this way.  The Cookies we use on the send-a-cuddly website are: Essential Cookies (enabling us to identify subscribers, analyse how our visitors use our site, monitor our website performance, recognize and count visitors to our site and carry out our obligations arising from any contracts entered into between you and us); Functionality Cookies (allowing us to remember your preferences and personalize our content for you, allowing you to participate in interactive features of our service, when you choose to do so); Behaviourally Targeted Advertising Cookies (enabling us to display advertising to you which we feel may interest you, only where you have consented to such contact).


We may share information gathered from our Cookies with third parties (for example with our advertisers and providers of external services like web traffic analysis services). Third parties may also use Cookies, over which we have no control.  These Cookies are likely to be analytical, performance or targetting Cookies.  Where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this.  If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the registration form. We are not responsible for and accept no liability for the content or privacy practices of any linked website which is not owned or maintained by us.  If you want to learn more about this, please visit www.youronlinechoices.eu.

Google Cookies

Send-a-cuddly uses Google Analytics to analyse the use of the website.  By using Cookies stored on the user’s computer, this provides statistical information about website use.  Google stores and uses this information.  You can view Google’s privacy policy at http://www.google.com/privacypolicy.html.

Competitions and Surveys

Sometimes we run competitions or surveys on our website and through third part sites (such as Facebook and Twitter) and participation in these is voluntary, so the user has a choice whether or not to disclose this information. Information requested may include contact information (such as name and address), and demographic information (such as postcode and age level). Contact information will be used to notify the winners and award prizes (prizes are non-refundable and cannot be exchanged.  Prizes will only be delivered to mainland UK addresses).  Contact information may also be used to send you marketing or promotional materials where indicated. Survey information will be used for purposes of monitoring and improving the use and satisfaction of our website.

Email Marketing Privacy Policy

Usage of Data

If you are an existing customer, we may contact you by electronic means with information about goods and services similar to those which were the subject of a previous sale to you. We reserve the right to share general demographic data accumulated by the website for statistical analysis with selected partners. This data does not contain any sensitive information.

Disclosure of Information to Third Parties

We do not disclose information about identifiable individuals to our advertisers.  We reserve the right to disclose non-sensitive information through marketing activities like surveys, competitions and trial accounts that may help the advertisers reach the kind of audience they want to target. You can opt out of disclosing any information.  We also reserve the right to disclose your information to third parties in the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.  Your personal data may also be transferred as an asset if send-a-cuddly’s assets are acquired by a third party.

UK Companies Act 2006 Section 1159

In accordance with this act, we may disclose your personal information to any member of our group, that is, our ultimate holding group (Market Landing Ltd) and any of its subsidiaries.

Compliance with Legal Obligations

We may disclose your personal information if send-a-cuddly is under a duty to do so in order to comply with a legal obligation, or in order to enforce or apply our terms of use or to protect the rights, property or safety of our customers, or others.  This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

Your Rights

You have the right to ask us not to process your personal data for marketing purposes.  You can exercise this right by checking the appropriate box during the collection of your personal information.  Your rights to access information held about you are defined under The Data Protection Act 1998.  Any access request may be subject to a £10 charge, which represents our costs in providing you with these details.

Privacy Policy Changes

Any changes we make to our Privacy Policy in the future will be posted on this page.

Notification of Changes

We reserve the right to change our Terms and Conditions, Privacy policy or Security policy at any time, so please review this policy regularly.


The contract will be governed by the laws of England and Wales and you agree to submit to the jurisdiction of the English courts. These terms and conditions do not affect your statutory rights as a consumer.

Our address and Contact details

Send-a-cuddly.com, 2-3 Chene Court, Poundwell Street, Modbury, Devon, PL21 0QJ Tel: 01548 831070 Email: all-ears@send-a-cuddly.com