Pre-orderLumen the Anglerpup — Tidewrack Bay

Draft — 11 details still to supply

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Legal entity name — The registered company name including its legal form, e.g. "Example Works SIA" or "Example Works Ltd". Not the trading name "RoPlush".
Registered address — The full registered office address on one line, street through to country.
Company register — The register the company is entered in, e.g. "Register of Enterprises of the Republic of Latvia" or "Companies House".
Registration number — The company registration number exactly as it appears on the register.
VAT number — The VAT identification number, e.g. "LV40000000000". If the company is not VAT-registered, write "Not VAT-registered" rather than leaving this blank.
Represented by — The name(s) of the director or board member(s) authorised to represent the company.
Governing law — The country whose law governs the contract, e.g. "Latvia". This does not remove a consumer's right to the protections of their own country of residence, and the terms say so.
Complaint response window — How long RoPlush takes to answer a written complaint, e.g. "14 days". Promise something reachable — it is a term of the contract.
Refund initiation window — How long after a campaign closes below its floor before refunds are issued, e.g. "5 business days". This is the load-bearing number on the refund page.
Refund arrival window — How long the buyer's bank then takes to post it, e.g. "5 to 10 business days". Check this against what your payment provider actually states.
Data protection authority — The supervisory authority a buyer may complain to, with its country, e.g. "Data State Inspectorate (Latvia)".

Shipping policy

When a RoPlush plush ships, why the window is a range, where we ship to, and who pays customs duty outside the EU.

Last updated 26 August 2026

Why the shipping window is a range

RoPlush does not hold stock. A plush is manufactured only after its campaign closes at or above its unit floor, so the run cannot start until the window has shut and the count is final.

Every campaign page therefore states a shipping window rather than a date — for example "May–July 2027". It covers manufacture, quality checks, freight to our fulfilment partner and dispatch to you.

The window on the campaign page is the honest estimate at the time the campaign opens. We would rather publish a wide window we can meet than a narrow one we cannot.

What happens after a campaign closes

The count is final. The number pre-ordered is the number made. There is no overproduction and no second run.
Manufacture begins, if and only if the floor was cleared. If it was not, nothing is made and you are refunded in full — see the refund and cancellation policy.
We email you when your order ships, with a tracking number where the service provides one.

If the window is going to be missed, we email everyone in the campaign and say so, with the new estimate and the reason. We would rather tell you late news early than go quiet.

If we cannot deliver within 30 days of the end of the stated window, you may cancel for a full refund.

Where we ship

We ship internationally. The countries available to you, the carrier options and the exact shipping cost are shown at checkout before you pay — that calculation is made against your real address, so it is the authority rather than anything written here.

If your country is not offered at checkout, we cannot currently ship there. Write to support@roplush.com and we will tell you whether that is likely to change before the campaign closes.

Customs, duty and import VAT

For deliveries inside the EU, the price at checkout includes any VAT due, and there is nothing further to pay on arrival.

For deliveries outside the EU, your country may charge import duty, tax or a handling fee when the parcel arrives. Those charges are yours to pay, they are set by your own customs authority, and we cannot calculate or absorb them. Your carrier will usually contact you before delivery.

We declare every parcel accurately, at the price actually paid. We will not mark a shipment as a gift or understate its value.

If a parcel is returned to us because import charges went unpaid, we refund the price of the plush less the outbound and return shipping we were charged.

Addresses

The address you enter at checkout is the address we ship to.

Because a campaign can close many months before it ships, check your address before dispatch if you have moved. Email support@roplush.com with your order number and the new address. We can change it any time before the parcel leaves our fulfilment partner, and not after.

We cannot redirect a parcel once it is with the carrier, and we cannot refund an order delivered correctly to an address that was out of date.

Lost, late and damaged parcels

Damaged in transit. Email support@roplush.com with your order number and a photograph within 14 days of delivery. We replace it, or refund it if the run is exhausted.
Tracking says delivered, but nothing arrived. Check with neighbours and your local depot first — parcels are often held. If it has not appeared after seven days, write to us and we will open a claim with the carrier.
No tracking movement. Give it ten working days for international post, which is normal for a slow service, then write to us.

We do not treat a parcel as lost until the carrier's own claim window has passed, but we handle the claim — you do not have to deal with the carrier yourself.

Questions

Write to support@roplush.com with your order number. We answer within To supplyComplaint response window.