You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your Tobie is on its way – now what?

Once an order is placed, our team will carefully collect your Tobie from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full – this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.

We use GLS and DPD for most of our deliveries within the EU. Please do note that your country may expect you to pay the duty fees required to import goods into your country – a fee that might be placed on delivery by your country’s government.

You can expect your parcel within 2-8 business days. When we ship the order you will receive a confirmation email with a tracking number. Please don’t stress if there are no scan events within the first 24 hours – the system can take a day or so to catch up.

**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck – it’s ready to go!

**Coronavirus impact: Please note couriers are experiencing significant international delivery delays due to limited flights, social distancing requirements and increased parcel volumes.

***We are currently unable to deliver to Pack Stations. If you enter a Pack Station as your shipping address your order will not be delivered.

Oh dear, you can definitely tell the ones who haven’t experienced the Tobie themselves yet! We can promise you, the Tobie is worth every penny. Gone are the days of shivering in your pajamas with holes in them that you can’t quite justify throwing away – we ensure to source only the best possible materials for our adorable Tobie so that they are designed to last! Once you put that soft, marshmallow-y fluff blanket over you, you’ll know exactly what we’re talking about.

After we pass your order to the courier, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to their website so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.

Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer free returns for 30 days from the date of delivery/receiving of order.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition.

This includes attached swing tag, shoe boxes and jewellery packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

Think your order might be lost in transit? Although we are quoted 2-8 business days for delivery from our couriers, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.

If your item still hasn’t been delivered within 8 days, please contact us and we can launch an investigation.

Sadly, we know that sometimes the Tobie is just not quite the right fit for some people. You can certainly return your Tobie to us for a full refund, provided it is returned within 30 days.

*Please note: all Tobie must be returned in as new condition, with the swing tag and bow to be eligible for a return.

**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

Our awesome Tobie (adult size) are currently a one size fits most design, which is loosely based on a size 6XL hoodie. This design is ideal for those 14 years and above for the perfect fit. Please see below for further details of our sizing! All of our Oodies are made individually with love so there may be a slight size variation per Tobie.

Another pattern caught your eye? It happens – trust us, our wardrobes are full of them! You can certainly return your Tobie to us for an exchange to a new pattern, provided it is returned within 30 days.

*Please note:all Tobie must be returned in as new condition, with the swing tag and bow to be eligible for a return.

–  Hand or machine wash in cold water

– If machine washing, ensure a gentle cycle is selected

– Use only mild detergents (approved for wool/ silk)

– Avoid mixing with other colours

– Do not tumble dry

– Do not iron

– Do not dry clean

However if you really want to best preserve the cuddliness and softness of the Tobie for as long as possible, we recommend hand washing it in cold water.

We are working hard behind the scenes to get the Tobie in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

We love our furry friends, and we know you do too! All Tobie are made with cruelty-free vegan Sherpa-fleece and flannel-fleece. So it feels like you’re cuddling a fluffy sheep, but nicer

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank directly.

We use Stripe Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer PayPal too!

All pricing for our Europ store is listed in Pounds 

Something not quite right with your order? Don’t worry, our Tobie team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is help@thetobie.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from EU to India, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

*Please note: Whilst we understand that some issues are frustrating, we value our Tobie family – any profanities or abuse will not be tolerated, so please treat our team with respect.

The company is located in the UK, with a fulfillment center in Croatia