Contact

You can return any plush within 14 days of receiving it, for any reason. Please email info@essauk.com first with your order number and the reason, so we can log the return and confirm the next steps. Then send the plush back unused, in its original packaging and with the paper tag still attached, to:

ESSA UK
Unit 8, Space Business Centre
Plato Close
Tachbrook Park Drive
Royal Leamington Spa
Warwick
CV34 6YA
United Kingdom

Please put a note with your order number inside the parcel, use a tracked service and keep your proof of postage. The full conditions are in our return and refund policy.

If you have simply changed your mind, return postage is covered by you; Royal Mail Tracked 48 is absolutely fine. If the plush arrived faulty, damaged or is not what you ordered, we cover the return cost. See "My plush arrived damaged, faulty or wrong" below.

We refund to the same card or account you paid with, once the return has reached us and been checked. Once we have processed your refund, it will usually appear within 3-5 working days, although your bank may take up to 10 working days.

Exchanges depend on what is in stock at the time, so the simplest route is to return the original plush within the 14-day window and place a new order for the one you would like. We refund the returned plush once it reaches us.

If your order has not been dispatched yet, email info@essauk.com with your order number and the change you need, and we will cancel the order or update the address for you. Orders are dispatched on the next working day, so please write to us as soon as you can. Once the parcel has been handed to Royal Mail we can no longer change the address or recall the parcel. You can refuse the delivery when it arrives so that it comes back to us, or return it under our 14-day returns.

Please select "Notify when available" just below the "Sold out" button on the product page, and you will receive an email automatically the moment the plush is back in stock. Stock for popular plush toys like Chase and Bella is usually updated a few times a week, although we cannot guarantee a particular day. Gravy is much harder for us to source and has no confirmed date, so the button is the best way to hear about him.

We only sell plush toys that are physically in our UK stock, and we do not set items aside for individual customers, so that everyone has a fair and equal chance when new stock arrives. Please use "Notify when available" on the product page instead.

The main size shown on each product page, for example 16" (41 cm), is the plush's overall size, measured from nose to tail. Some plush toys that sit, such as Argento or Milo, are measured by their sitting height instead; their page says "Tall Sitting". The exact size and weight of each plush is listed under Additional Information on its product page. To give you an idea of how our sizes compare, measured from nose to tail:

• Tiny pocket size, about 13–15 cm: Prince, Mini Goldie
• Pocket size, about 20 cm: Harko, Queenie
• Small, about 25 cm: Chap, Tucker
• Small/Medium, about 23–28 cm: Argento, August, Kingsley, Milo, Herdie
• Medium, about 41 cm: Wolfgang, Chase, Bella
• Large, about 48 cm: River, Thor
• X-Large, about 58.5–61 cm: Honey, Alps, Dixie (standing)

Our size guide puts them side by side in one table. If a plush you have already received is not the size you expected, you can return it within 14 days (see "How do I return a plush?") and order another.

Our blog has two guides that most customers find helpful: Which Douglas Dog Should I Choose First? and A Parent's Guide to Choosing an ESSA for Your Child.

Our harnesses are one size and are made for medium and large plush dogs, such as Chase, Bella or Wolfgang. They do not fit small or pocket-size plush toys. If you are not sure, email us the name of your plush before you order and we will check for you.

Our care guide explains how to keep your plush clean and looking its best, including what to avoid: How to Wash & Care for Your Douglas Dog.

Yes. Add a note asking for an unbranded box in the note box on the cart page when you place your order, or email info@essauk.com with your order number straight after ordering, and we will send your order in a plain, unbranded box so it is not obvious what is inside. There is no extra charge for this.

When a free gift is included, it is picked at random as we pack your order (it can be a collar, a fidget, a bandana or stickers) and it is attached to the thank-you card inside the box, so please check the card before assuming it is missing. If you have a colour preference for your free gift, the best way to let us know is to write it in the note box on the cart page when you place your order, or to email us with your order number straight after ordering. We will pass your request on to our packing team, although we cannot guarantee a particular colour.

There is no separate personalisation field on the product page. When you order the ESSA UK Personalised Dog Card, please write the ESSA model (which plush), the ESSA's name and the handler's name in the note box on the cart page. If you have already ordered, email the three details to info@essauk.com with your order number.

We are sorry about that. Please email info@essauk.com with your order number and a few photos showing the damage (for a wrong item, a photo of what you received). We will arrange the return at our cost and you can choose between a replacement and a full refund. Please keep the plush, its tag and the packaging until we have been in touch.

Orders with more than one plush are often sent as separate parcels, each with its own tracking number, so please check all of your dispatch emails first. If an item is still missing, email info@essauk.com with your order number, what is missing and whether the box was sealed when it arrived, and we will look into it right away.

Yes, we ship to selected countries with Royal Mail International Tracked; the country list and postage are shown at checkout and in our shipping policy. For international orders, we send each plush toy in its own tracked parcel rather than packing several together, so the postage is charged per plush and a multi-plush order may arrive on different days. Royal Mail International Tracked is currently the only delivery option we offer outside the UK; we do not have a courier option at the moment.

Possibly. Customs duties, import VAT and handling fees charged by the destination country are not included in our prices or postage and are the responsibility of the recipient. Please check your country's rules before ordering.

We work with content creators from time to time. To help us review your request, please email info@essauk.com with: the age range, gender split and countries of your audience (as we are a UK shop, the share of your audience in the UK is the figure we look at most closely); links to your TikTok profiles; screenshots of your TikTok audience analytics for the last month; and what you would be looking for from us. Once we have these, we will review them and come back to you.