常 見 問 題 FAQS
General & Appointments
Can my plush be restored?
We cannot provide a definitive assessment based on photos alone. To accurately determine if a plush can be restored, a physical examination is required. Please book an appointment to bring your companion in for a professional evaluation.
How do I book an appointment?
Currently, we only accept bookings via WhatsApp. Appointments are subject to availability during our regular business hours.
How long does the "diagnosis" take?
A typical consultation takes about 10–15 minutes, depending on any specific questions or concerns you may have.
Are there other ways to contact you?
No, WhatsApp is our only communication channel. Please note that our device does not support voice calls.
Pricing & Payment
How much does restoration cost?
Restoration costs depend entirely on the specific condition of the "wounds" and the chosen treatment plan. Therefore, a final quote can only be provided after a physical assessment. WhatsApp inquiries are limited to cleaning quotes only.
How much does cleaning cost?
Cleaning fees are based on the size and condition of the plush. You can provide close-up photos and dimensions (cm) via WhatsApp for a preliminary price range.
What payment methods do you accept?
We accept Cash and FPS (Faster Payment System).
The Restoration Process
How long does the process take?
Cleaning (Steam/Deep Clean): Approximately 10–14 days.
Restoration Surgery: Timeline varies and will be added to the cleaning time following an assessment.
What is the step-by-step procedure?
Appointment: Bring your plush in for a diagnosis.
Consultation: We confirm the restoration plan, cost, and timeline.
Admission: If you agree, your plush can be "admitted to the hospital" immediately or on a scheduled date.
Discharge: We will notify you to pick up your companion once the work is complete.
How does scheduling work for major "surgeries"?
For mid-to-large scale restorations:
Following the diagnosis, a 50% deposit is required to secure your spot.
Your plush stays with you until the scheduled "admission date."
Once admitted, the restoration typically takes 4–5 weeks. Admission dates are determined during the consultation based on our current waitlist.
Can I pay extra for a "rush" service?
All our restorations are meticulously hand-crafted and time-intensive. We prioritize quality and safety, so we are unable to offer expedited services.
Logistics & Mailing
Can I mail my plush for a quote?
We generally do not recommend mailing due to the risk of loss and the importance of an in-person discussion. However, if you cannot visit in person, you may mail your plush at your own risk and expense.
What is the mailing process?
Notify us via WhatsApp before mailing.
Once received, we will provide a diagnosis and quote via WhatsApp.
After your approval and full payment via FPS, work will begin.
Upon completion, you may pick up in person or we can mail it back (freight collect).
Technical Expectations & Fabric Care
Can you remove stains or dye transfers?
Removal depends on how deep the stain is and how long it has been there. We can only determine the result after an actual attempt.
Can you restore faded or discolored fabric?
Discoloration caused by oxidation, aging, or chemical reactions is often irreversible. While we cannot "un-fade" fabric, we can offer options for fabric replacement.
Can mold spots be removed?
Deep cleaning will kill active mold/fungi, but the physical spots (stains left by the mold) may only fade and not disappear completely. If mold is present, the internal filling must be replaced to prevent the mold from spreading or re-growing.
Will the fur be very fluffy after cleaning?
Yes. Steam cleaning is designed to fluff the fur to ensure heat reaches the base fabric to kill bacteria and viruses. Without this step, we cannot guarantee a hygienic result.
Can I just add new stuffing without removing the old cotton?
We strongly recommend a full replacement. Old stuffing that has shifted or hardened has likely lost its elasticity. Mixing new and old cotton can lead to an uneven feel, and aged, dirty stuffing may "contaminate" the new material.
Will my plush look different after restoration?
Possibly. Our goal is to restore the plush to its original "newborn" state. It may look significantly different (and much better!) compared to the damaged state in which it arrived.
What if I want adjustments after picking up my plush?
We are happy to help! If you feel adjustments are needed, please notify us and bring your plush back within one week of pickup.
Q21. 除whatsapp外，有其他聯絡方法嗎？
沒有，我們現時只有whatsapp單一聯絡方法，而裝置沒有電話功能的。