Frequently Asked Questions

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General

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How do I shop in my local currency?

There is a currency selector to change your currency on top of the menu. We provide as many currencies as we can right now and are looking to add more in the future. If you are not sure what the price is in your local currency, we encourage you to use a currency converter before making a purchase.

How does the wishlist feature work?

First make sure you have signed in so that our system can save items under your account. To add an item to your Wishlist, click on the heart icon on an item.

To retrieve items from the Wishlist, click on the Wishlist on top of the menu. Click the “Add to Cart” button on items you wish to move to your Shopping Cart or “Select Options” if that item has multiple variants.

How do I register to be a Fuwaya member?

Becoming a Fuwaya member is easy. First, click “Login” on the top of the menu. When you reach the My Account page, click on “Register” to sign up with your email address. The process is simple and takes less than a minute.

As a Fuwaya member, you can enjoy a personalized online shopping experience, newsletters and exclusive discounts sent directly to your inbox, and more!

How do I get rid of the wrinkles on my plushies?

Plushies are shipped compressed in order to reduce shipping costs so your plushies may come wrinkled and with creases when you unpackaged it. Don’t worry! Those wrinkles do go away with time. What you can do is play around with it for a bit, let the air inflate the plushies again. If they don’t go away what you can do is put it in a washing machine in a pillowcase on low, then put it in the dry on low tumble.

How do you wash the plushies?

It is preferred that you hand wash your plushies as it could be damaged in the washing machine and dryer.

What plushy sizes do you have?

Our plushies range from 24cm to 100cm.

Why is my plushy off by a couple of centimeters?

There are a lot of factors that influence the height of the plushies. Production errors and compressed packaging are the two main reasons for shorter or taller sizes than advertised. Plushies with a size difference smaller or equal to 4cm are due to the reasons stated before. If the plushies you received have a size difference greater than 4cm, we recommend you contact us at hello@fuwaya.com. We will do whatever we can to fix this error.

How do i give feedback, suggestions, and ideas?

We’d love to hear from you! Reach out to us using our Contact Us page to let us know if you have any feedback, suggestions, and ideas for improving our store & services. Your comments are important to us!

Ordering

10 articles in this topic

The discount code didn't work!

There is currently a limitation on the number of discounts that can be applied. Any discount codes given can only be applied to regular orders. Any special offers are limited to that offer, it can not be discounted any further with any discount codes.

Can I add items after I've played an order?
We cannot add items to your order once the order has been placed. If your order has not yet shipped, and items from your order have been cancelled, we can replace your cancelled items in the same order. In these cases, the replacement items must be of equal or lesser value than the cancelled items.

Replacing items will delay the processing of your order. If your order has already been shipped out, we cannot replace or add items to your order.

What credit cards and payment methods do you accept?

We currently accept major international credit cards including Visa, MasterCard, American Express, and PayPal. Fuwaya guarantees that your online transaction will be secure and that your credit information will be protected. See our Privacy Policy. All transactions are charged when the order is approved for processing and before it is shipped out. We guarantee that you will not be billed for any additional charges not associated with the order.

When will my credit card be charged?

If you pay using your credit card directly on our website, your credit card will be charged upon approval of the total order amount. Prior to approval, your order is in the “Verification” or “On Hold” stage, during which you will not be charged. After approval, your credit card will be charged and the order will enter the “Processing” stage.

If you use a third-party payment platform, e.g., PayPal, your credit card may be charged at order placement or another time.

Do you accept debit cards and if so, how are charges handled?

Some debit cards are accepted by our payment processor depending on your issuing bank. If your debit card is accepted, we will handle billing and refunds the same way as do with credit cards. As we cannot identify which debit cards will be accepted prior to placing an order, we recommend that you try to place an order with your debit card. If the order goes through, then our payment processor accepts your debit card. If the order is not accepted then we suggest you use a different card or payment method.

What currency will you use when charging my credit card?

All credit card transactions will be charged using the currency selected by the customer when placing the order.

Can I change my credit card information after I've played an order?

Once your order has been placed and approved, your credit card will be charged for the total order amount. As such, you cannot change your credit card payment information. If your order has not yet been billed and is currently on hold for verification, you may be able to make the necessary change by contacting our customer service. If your order has already been shipped out, the credit card payment information cannot be changed.

Can I change the shipping address after I've played an order?

Once your order has been placed, you cannot change the shipping address from “My Account”. If your order has not yet shipped, however, you may be able to make the necessary change by contacting our customer service.

For taxable orders shipping to the United States, we cannot change your shipping address if the state and zip code of your new shipping address differ from the original shipping address.

If your order has already been shipped out, the shipping address cannot be changed.

Can I cancel items after I've placed an order?

Once an order has been placed, we generally do not allow for order or item cancellation. You may however request a change in item after placing your order (e.g., if you wanted a pink phone case instead of a white one). Please contact our customer service immediately before we ship out your items.

How are refunds handled?

In accordance with our refund policy, we will issue a refund if you don’t receive your item or if you item is not as described. If your item arrives damaged due to delivery handling, we will replace the damaged item with no extra costs on your part. Please read the terms of our refund policy.

For returns, a refund will be given in accordance with our return policy. We offer size exchanges for incorrectly-sized items and replacements for defective products. Please refer to our return and exchange policies for more information.

All credit card transactions are charged upon order approval. It usually takes us between 5-7 business days to process refunds. The actual refund to your credit card will usually take 7-14 days, or even longer depending on the credit card used and your bank’s policies. Fuwaya is not responsible for any additional bank transaction fees or differences in the refund amount due to fluctuating exchange rates.

Shipping

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How much does shipping cost?

We provide free shipping from our warehouses in Asia by Registered Air Mail and using your country’s local postal service.

When will my order arrive?

Shipping takes approximately 15-40 business days depending on your location. Please note that due to the Covid-19 situation, we are expecting shipment delays and we are working hard to bring down shipping times as fast as we can. We have revised our shipping times and we would like to thank you for your patience during this time. For more details about shipping times, please see our shipping policy.

How will my orders be shipped?

Orders are shipped via international couriers, which operate in most countries. Orders may also be shipped using EMS (Express Mail Service), which is delivered via local post offices. Tracking numbers are provided for all shipments. Fuwaya will use its discretion to determine the best courier for each order, and reserves the right to change couriers without prior notice.

Will my shipment come with a tracking number?

Yes. When you place an order with us, you will receive an email confirming your purchase and another email with the tracking number for you to track your order in real time as it speeds through the delivery network. Please find answers to more order tracking related questions in the ‘Tracking’ category on this page.

What happens if I don't receive my order?

All shipments returned to Fuwaya are considered “undeliverable”. Reasons for undeliverable shipments include incorrect shipping address, failed delivery attempts by the post office provider (i.e., the recipient is unavailable), or unclaimed shipments held by the courier agent.

When we receive undeliverable shipments, we will notify customers via email to arrange for reshipment. All reshipments incur handling fees plus reshipment fees.

Please be assured that we will do our best to ensure that you receive your item on time, but factors outside our control (i.e., customs clearance, protests, pandemic lockdowns) may cause delays. We seek your kind understanding during this period.

I received the wrong product.

If you have received the wrong product, please contact us as soon as possible at contact our customer service, rest assured we will make it right.

I only got one item in my shipment.

We currently ship from multiple warehouses depending on stock so your order may come in different shipments. We are currently working towards centralizing our delivery system so that in the future, there will be one shipment for all of your items. Please check your tracking page for the different shipments of your order, if applicable.

Tracking says my order was delivered by I didn't get my order

Our orders are usually delivered to your address, but in some cases, they are delivered to the community mailbox. If they are not in either the community mailbox or the post office, please contact our customer service.

Will I have to pay customs taxes on my shipment?

When ordering from Fuwaya, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value added tax (VAT), or any similar customs-related fees. Customs policies vary by country and Fuwaya cannot make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information.

In addition to customs fees, customers may also incur other charges, such as administration or brokerage fees. These are handling charges incurred due to customs processing and clearance of your shipment. Customers are required to pay the relevant courier service upon delivery of the shipment.

From our experience, only Scandinavian and Northern EU countries (such as Sweden and Norway) will require payment of VAT and/or administrative charges for delivery of your item. Most items going to USA, UK, Canada, Germany, France and Asia will not impose additional VAT charges on your item and in most cases are delivered as per normal.

Which countries and regions does Fuwaya ship to?

We ship to most countries worldwide including USA, Canada, UK, Germany, France, Italy, Spain, Netherlands, Australia and most of Southeast Asia.

Where does Fuwaya ship its orders from?

All orders are processed at and shipped from our partner warehouses around the world.

Tracking

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Does each item come with a tracking number?

Yes, you will receive a tracking number when we ship out your items for you to track your item in real time. This tracking number may also be used to track your order with your local mail delivery service (e.g. USPS, Royal Mail) depending on your country and location.

How long does it take to receive a tracking number?

It takes approximately 2-5 business days to receive a tracking number for your item. For multi-item orders, tracking numbers for all items will only be sent once all the items have been shipped.

Where will I receive the tracking numbers?

The tracking numbers will be sent via email to the email you used during checkout.

Why do my items have separate tracking numbers?

If you ordered multiple items from our store (e.g. a plushie and a pencil case), you may have noticed that we provide two separate tracking numbers for these items. This is because we may ship out your item from separate warehouses across the country depending on availability. We try our best to ship out multiple items in single packages for your convenience. Occasionally, we may also ship out items separately due to packet size restrictions in your country. In either case, you would be able to track each individual item in real time.

How do I track my order using my tracking number?

To track your order in real time, enter the tracking number sent to your email on our Order Tracking page to see the delivery status of your order.

Need more help?

If these questions were not what you had in mind, don’t hesitate to contact us instead.

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