FAQ - Frequently asked questions

General Questions

Where is Fluff 'n Tuff Located?

We are located in Flanders, Belgium. We don't have a physical shop though.

How can I contact you?

You can contact me at any time through our 'contact us' link.

Questions about awesome points

How do I join Fluffntuff Rewards?

Customers with store accounts are automatically enrolled. If you don't have one, create a store account to join today.

How do I earn awesome points?

Click here to see different ways to earn awesome points.

How do I check my balance and redeem rewards?

Log in to your store account and go to the Redeem Rewards Page which can be accessed through the Rewards Widget located at the bottom of your screen.

How do I use my rewards?

Rewards are issued as coupon codes that can be applied on the payment page during checkout (only one coupon code per order). You can not use these coupons in combination with another coupon.

Payment Questions

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, PayPal, IDeal and Bancontact / Mister cash. We also accept manual bank deposits. If you want to come pick up your product and pay by cash, please contact me through the contact form.

Can i pay in a different currency?

We have enabled a function in our store (on the top right corner) so that you can watch everything in your own currency. You can however only checkout in EUR. This should not be a problem for most, because when you pay with paypal, you can pay in your own currency and paypal will pay it to me in EUR.

How secure is this store?

This store uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

Do I need a PayPal account to purchase from this store?

No, you are not required to have a PayPal account to purchase from this store. Although if you have a PayPal,we recommend you use it because it's the safest way of paying. If you do not have a Paypal account you can pay by bank transfer.

Shipping Questions

Where do you ship to?

We currently ship to anywhere in the world.

When will my order be received?

That depends on the products you have purchased. I post orders within 2 working days of receiving payment if you order anything not handmade. If you do order something handmade please take note it can take a bit longer because i have to make the product myself and i try to make every piece as good as i can. If you live in the benelux, your order should be received within 1 – 5 business days after i shipped it. If you are an European customer, your order can take between 2 – 10 business days after i shipped it. If you live outside of Europe it can take anywhere from 5-13 business days. Your country's customs office can also cause a great delay.

How much does shipping cost?

Shipping in Belgium is € 3,50. International shipping is €5,50. Orders above €50 automatically get free shipping.

Products Questions

How are your products made?

The works of clay,plushies,bath and body, buttons and most accessoires are handmade by me. Our other material is designed by me and printed by various company's. Nothing is pre-made and everything is assembled by me.

Do you offer your products to wholesalers?

Yes, we offer wholesale on most of our products. You can use the contactform to ask for more information.

Do you make custom orders?

That depends. Custom requests of clay works are possible, please use the contact sheet for more information. For other products, we can't accept any orders for designs.

The silicone on my product is getting dirty, can i fix it?

Silicone attracts dust from time to time, so over time it most likely will get dirty. Luckily it is fairly easy to clean. The best way to clean your silicone is with wet wipes or some kind of make-up remover wipes. Just putting make-up remover on a tissue also works.

My clay product broke, what do i do?

Unfortunatly clay things are small and thus vulnerable, no matter how much super glue i put on there. I guarantee that i use a protecting glaze and i do use super glue and pack it as good as possible. It should not break if you use it normally and don't pull/smack superhard with it. If your item breaks at some point, you can always superglue the piece back together. Just make sure you use a superglue that works on all material and give it enough time to dry depending on the type of glue you use. If your item is broken when you receive it, please take a picture of it next to the package and i will send you a new one.