FAQs
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Our Dolls + Our Guarantee
1. Where are cuddle+kind dolls made?
All our dolls are handmade by over 1,000 artisans in Peru and Nepal. We chose Peru and Nepal because of their culture’s long knitting history and expertise that’s been handed down from generation to generation. We are proud that our dolls are made with skill, passion and pride, and that we are committed to providing all our knitters a sustainable, fair trade income.
2. How are the dolls made?
Every cuddle+kind doll is made entirely by hand. Every detail is hand-knit, hand-loomed, embroidered or crocheted by talented, fair trade artisans.
3. What are the dolls made of?
Every cuddle+kind doll is hand-knit with natural, premium, 100% cotton yarn that has been safety tested. They are finished with hypoallergenic felt details and stuffed to the ideal cuddle weight with hypoallergenic polyester filling.
4. Are the dolls machine washable?
cuddle+kind dolls can be machine washed in cold water on the gentle cycle, but we recommend washing your doll by hand and laying it flat to dry to help preserve its shape and details.
5. Have the dolls been safety tested?
The safety of little ones is our highest priority. Our dolls have been tested by a certified third-party facility to meet or exceed US, Canadian and European safety requirements for newborn and children’s toys. Due to the intricacy of both sizes of Pearl and Isla the mermaids, as well as regular 20" Luna and Skye the mermaids, we recommend those dolls for children aged 24m+. The yarn used to hand-knit each doll has been additionally tested to be safe and non-toxic. We recommend that young children be supervised when playing with all toys, including our dolls.
6. What is the appropriate age for these dolls?
We design cuddle+kind dolls to be loved by children of all ages. Each of our dolls are safety tested, with most of the collection safe for newborns and up. Due to the intricacy of both sizes of Pearl and Isla the mermaids, as well as regular 20" Luna and Skye the mermaids, we recommend those dolls for children aged 24m+. We recommend young children be supervised when playing with all toys, including our dolls.
7. Do you have a guarantee?
Yes! We stand behind our dolls 100% and have a Happiness Guarantee. If for any reason you are unhappy with your doll purchased from our website when you receive it, we will replace it or you may return it for a refund. If you ever have a quality issue with your doll, now or in the future, we'll happily replace it.
If you would like to exchange your doll, you must be a) the original purchaser with the original order number, or b) the original gift recipient of a doll purchased directly from cuddle+kind. Gift recipients may exchange their doll by providing the name of the original purchaser, whose order must be in our system.
When shopping for our dolls at a retailer, be sure to ask about their exchange and return policy before purchasing. You should contact the store you purchased your doll from to initiate an exchange or refund.
We guarantee the quality of our dolls and will replace them if quality issues arise. We extend this offer to original purchasers from both our online store and from Amazon. Our Happiness Guarantee applies only to original purchasers, not dolls bought secondhand.
We’re sorry, but our Happiness Guarantee does not apply to acts outside of our control such as lost or damaged dolls. Return postage is not included when returning or exchanging a doll.
If you have any questions or would like to initiate a return, please email hello@cuddleandkind.com.
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Giving + fair trade
1. Is cuddle+kind a charity?
cuddle+kind is a for-profit business with giving back at its core. We started our company as a social endeavor to help create a sustainable stream of giving to children in need that doesn’t rely on constant fundraising. We have partnerships with several humanitarian agencies that are registered charities, who distribute the meals we give where they are needed most. Learn more about our giving partners here.
2. How do you give 10 meals?
We currently give meals in 64 countries around the world through World Food Program USA, Children’s Hunger Fund, and Breakfast Club of Canada. You can learn more about our giving partners here.
3. What exactly is a meal?
The contents of the meals we donate vary by country and by giving partner. They range from nutritious, complete meals including rice, pasta, beans, vegetables and meat, to nutrient-fortified biscuits and therapeutic peanut-based foods, to hand-grown produce from school gardens, depending on the location and program. We choose the humanitarian agencies we work with for their on-the-ground knowledge and expertise on what is needed for each region.
4. Where do the meals go?
We provide meals to children in 64 countries around the world, including in the US and Canada. Of note, we provide school meals to over 8,600 children in Peru, where our dolls are made, and also support an organic farm that supplies meals at nine schools in Kenya. You can see a map of the countries where cuddle+kind donates meals through our giving partners here.
5. How do I know you actually donate meals?
We are proud of our long-standing partnerships with World Food Program USA, Children’s Hunger Fund and Breakfast Club of Canada. We keep a running tally of all dolls purchased and donate the appropriate meals through each of those four humanitarian agencies based on our partnership agreements. We are subject to audit by all four organizations at any time. We are proud of our relationships with each of these outstanding agencies and were touched by their support when we reached 10 million meals donated.
Read these posts from our Giving Partners:
WFPUSA:
https://twitter.com/WFPUSA/status/1190649267968528384
Breakfast Club of Canada:
https://twitter.com/BreakfastCanada/status/1191403013371502592
Children’s Hunger Fund:
https://www.instagram.com/p/B4X8cq5FnaH/
6. What does “ethically produced” mean?
Everything we produce at cuddle+kind is based on our family’s values. We ensure that the people who make our dolls have sustainable employment with good working conditions, reasonable hours and are paid a fair trade wage. Artisans who are mothers have access to flexible working hours. We use natural, non-toxic yarn and our dolls are all handmade with love.
7. Why fair trade?
We made a commitment when we started cuddle+kind that we would never mass produce our dolls or put profits ahead of people. Providing fair trade wages to our artisans ensures that the principles of fairness and decency are a part of everything we make. It makes us proud when we hear of the meaningful change this brings to the lives of our knitters.
8. How can I help support cuddle+kind?
You can support us by sharing pictures and commenting on your experience with our dolls on social media to help others know what to expect. Spreading the word about our mission to make the world a better place for little ones helps us reach more people and hopefully feed more children in need.
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Rewards program
1. How do I earn cuddle+kind dollars?
All you have to do is join Kind Rewards to earn points on every purchase. Insiders earn 5% and VIPs earn 10% in cuddle+kind dollars on their subtotal every time they shop! (Shipping and taxes not included.) Your cuddle+kind dollars will be added to your account automatically once your order is received!
2. How do cuddle+kind dollars work?
cuddle+kind dollars may be used like cash toward any purchase at cuddleandkind.com. Just sign in and redeem as much or as little as you like from your Kind Rewards balance when you check out.
3. How do I redeem my cuddle+kind dollars?
cuddle+kind dollars can be redeemed at checkout online. Once you’re ready to check out, open your cart by clicking the shopping bag in the top right corner of our site to view your points balance and the redemption options. Select the rewards that you’d like to apply to your order and continue to checkout! You can add as many rewards as your balance permits.
4. Can I use my cuddle+kind dollars during a Double Your Impact Event or a sale?
Yes, you can use your cuddle+kind dollars in conjunction with other promotions at cuddleandkind.com!
5. Will I earn rewards on purchases when I redeem my cuddle+kind dollars?
You will earn rewards on the portion of your purchase that wasn’t paid with cuddle+kind dollars. For example, if your total is €70 and you use €20 in cuddle+kind dollars, you’ll earn rewards on €50.
6. Are there any limitations on the number of cuddle+kind dollars I can redeem?
No, you may pay for your order entirely with cuddle+kind dollars if you wish.
7. Can I give my cuddle+kind dollars to someone else as a gift?
Sorry, cuddle+kind dollars are not transferable and may not be sold, transferred or assigned to anyone else. You can use your Kind Rewards to purchase items as a gift instead.
8. What happens to my cuddle+kind dollars if I return an item?
All rewards earned from this purchase, including bonus dollars from a 2x reward event, will be deducted from your account when merchandise is returned. It is possible to have a negative rewards balance.
9. If I return an item that I used cuddle+kind dollars to buy, will I be refunded for the cash/points?
cuddle+kind dollars applied to a purchase are refundable. If you choose to return an item where you redeemed Kind Rewards, you will be refunded for the price paid after applying the reward as well as your reward dollars. Any points you earned on the purchase will also be deducted from your total.
10. Do my cuddle+kind dollars expire?
No, cuddle+kind dollars never expire!
11. Where can I go to find my Kind Rewards account info?
Just sign in to your Kind Rewards account. You can view your year-to-date activity and your current balance, redeem cuddle+kind dollars or donate them for meals and learn about your Kind Rewards benefits.
12. How can I redeem my birthday rewards?
On your birthday, we’ll send you an email or text with a code for 15% off sitewide. The code is good for seven days—simply enter it at checkout when you place your order!
13. Why didn't I receive my birthday rewards?
If your birthday happens to be within 30 days of the day you signed up, you will receive your birthday rewards 30 days after sign-up.
14. What is the Exclusive Annual Appreciation Event?
Every year, we show our appreciation for our Kind Rewards members by holding an event with daily prizes and giveaways. Only Kind Rewards members are eligible to take part.
15. If I donate €5 cuddle+kind dollars for 5 meals does that mean each meal is equivalent to a euro?
We currently give meals in 64 countries around the world through World Food Program USA, Children’s Hunger Fund and Breakfast Club of Canada. The contents and cost vary by country and giving partner.
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Rewards program (cont.)
16. How are my rewards calculated for past purchases?
We calculate your total past purchases from cuddleandkind.com up to €500 upon joining and apply rewards of 5%, to a maximum value of €25. Your member status is based on your total lifetime spend. If you have spent over €500 you will automatically qualify for VIP status and all its perks on your next purchase!
17. How do I reach VIP status?
To achieve VIP status, reach a lifetime spend of €500 at cuddleandkind.com. Your membership will immediately be upgraded to qualify you for VIP rewards and perks!
18. Can I lose my VIP status?
No, we are very grateful for your support. Once a VIP, always a VIP!
19. Can I combine past purchases with a family member?
Sorry, past purchases and rewards are not transferable.
20. Which countries are eligible for free shipping at the VIP level?
VIP Free Shipping is only available to orders shipped to the US and Canada.
21. Can I earn cuddle+kind dollars if I buy a doll on Amazon or a stock-list store that sells cuddle+kind dolls?
Only purchases made at cuddleandkind.com qualify for rewards, and you must redeem your cuddle+kind reward dollars at cuddleandkind.com.
22. I forgot to log in before making a purchase, will I still get perks?
Yes! You will earn Kind Rewards regardless of whether you are logged in if you’re a member. But remember, you must log in to redeem your rewards.
23. I have a question that's not answered here, can you help me?
Yes! Our amazing customer service department will be happy to help. Please send an email to hello@cuddleandkind.com.
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cuddle+kind app
1. Does cuddle+kind have an app?
Yes, we do! The cuddle+kind app is free to download in the Apple App Store and Google Play Store. Or, just click the link for your region below to download right away! We’ll donate 10 extra meals on your behalf.
US, AU, NZ, and international:
iOS: https://apps.apple.com/us/app/cuddle-kind/id6469642787
Android: https://play.google.com/store/apps/details?id=co.tapcart.app.id_JXX2TkyjUF
Canada:
iOS: https://apps.apple.com/us/app/cuddle-kind-ca/id6469642288
Android: https://play.google.com/store/apps/details?id=co.tapcart.app.id_BtWh55RvRw
EU + UK:
iOS: https://apps.apple.com/us/app/cuddle-kind-eu/id6469635389
Android: https://play.google.com/store/apps/details?id=co.tapcart.app.id_oyuoTMNMO7
2. Where do I download the cuddle+kind app?
To download the cuddle+kind app, please visit the App Store for iPhone, and Google Play Store for Android and search “cuddle+kind”! Or, click the link for your region below to download right away.
US, AU, NZ, and international:
iOS: https://apps.apple.com/us/app/cuddle-kind/id6469642787
Android: https://play.google.com/store/apps/details?id=co.tapcart.app.id_JXX2TkyjUF
Canada:
iOS: https://apps.apple.com/us/app/cuddle-kind-ca/id6469642288
Android: https://play.google.com/store/apps/details?id=co.tapcart.app.id_BtWh55RvRw
EU + UK:
iOS: https://apps.apple.com/us/app/cuddle-kind-eu/id6469635389
Android: https://play.google.com/store/apps/details?id=co.tapcart.app.id_oyuoTMNMO7
3. How does the cuddle+kind app work?
Downloading the cuddle+kind app gives you access to exclusive discounts and early access to collection launches. Everything you love from cuddle+kind, right at your fingertips! It’s a faster, easier version of our website designed specifically for mobile shopping.
EASY BROWSING
Shop the freshest new arrivals across our entire catalog.
EXCLUSIVE ACCESS
Be first to know about exclusive offers and launches through first-to-know notifications and app-user-only early access.
SECURE CHECKOUT IN A FLASH
Tap, swipe, shop and secure your new products in an instant with our super easy checkout.
4. What advantage is there to shopping on the cuddle+kind app?
We’re so glad you’re interested in our new app! It’s a better way to shop the hand-knit dolls you love. Faster shopping, exclusive offers + inspiration that will spark joy in your day.
Benefits:
EASY SHOPPING
Make shopping a delight with a faster app experience and curate wishlists to help you build the collection of your dreams!
EXCLUSIVE ACCESS
Be first to see new products, never miss a doll launch, and access app-exclusive promotions and bundles you won’t find anywhere else.
INSPIRATION
Spark joy in your every day with inspiration for adorable decor, seasonal celebrations and more at your fingertips.
5. Can I use any of my discount codes in the app?
Yes! You can use any discount code in the app. Please keep in mind that on both our website and our app, only one discount code can be used for each purchase. But, if you are a Kind Rewards member, you can redeem cuddle+kind dollars along with a discount code of your choice to increase your savings.
6. Do I have to be a Kind Rewards member to access the app?
No! Anyone can download and access all the exclusive perks available in our app. We highly recommend signing up for Kind Rewards as well, to increase your savings and get even more perks. As a rewards member, you’ll receive a €10 rewards bonus to redeem immediately, donate an additional 10 meals, and will earn up to 10% back on every purchase.
7. Can I redeem my Kind Rewards cuddle+kind dollars on the app?
Absolutely! You’ll have access to all your Kind Rewards perks as soon as you log in via the “Account” page in the bottom menu of the app. Simply add your products to cart and proceed to checkout, where you’ll see a button to redeem your cuddle+kind dollars. Just select how many dollars you would like to redeem with the + or - buttons and then click “Apply”.
8. If I’m a Kind Rewards VIP, will I still be able to access my lifetime free shipping when purchasing in the app?
Yes! You’ll be able to access all your Kind Rewards perks in the app. When you download the app for the first time, log in by clicking the “Account” tab in the bottom menu. Once you’ve logged in once, it will remember you and you’ll always have access to your cuddle+kind dollars and other perks!
9. Can I view my past purchases or order status in the app?
Yes, absolutely! Just click on your “Account” page in the bottom menu, scroll down, and click “Order history” to view your past orders.
10. I want to add a gift note on my order. Where do I add it?
On the app, you can add a handwritten gift note to your order at checkout. As you fill in all your information at checkout, you’ll see a box labeled “gift note.” Make sure to include your name so your recipient knows who their gift is from!
11. How do I get my Baby Animal Collector’s Kit?
It’s super easy to qualify for our Baby Animal Collector’s Kit on the app! Just navigate to our Baby Animal Collection and add 3 or more baby animals to your bag. We will automatically add the free Collector’s Kit gift box to your cart!
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Referral program
1. How will my friend get their discount?
When you submit their text or email address, we’ll send them a note that looks like this: Hi (friend’s name), You’ve been sent a gift: 20% off stylish, hand-knit dolls with an impact! Your friend sent you 20% off any lovingly handcrafted cuddle+kind doll (no minimum purchase necessary!). Every doll provides 10 meals to children in need.
2. How will I get my discount?
When your friend shops through the referral link and places their first order on our website, we’ll email you a unique coupon code for $20 CAD off your next order! Coupon codes cannot be combined; only one $20 CAD coupon can be applied per purchase.
3. I’ve been referred by a friend. How do I get my discount?
Click the link in your email—you’ll get a pop-up notification on our website with your one-time code. Copy the code and apply it at checkout to receive 20% off your first order.
4. I referred a friend and they are being shown as “not eligible,” why is that?
To be eligible for the discount, your friend must be a new customer. If your friend has shopped online with us before, they will not be eligible for the discount. Members of the same household or IP address, or referral orders that use your shipping or billing address, will not be eligible for the discount.
5. I'm having technical issues when trying to refer a friend. How do I fix it?
We're sorry you're having trouble! Some browsers like Safari have enhanced security settings which prevent our referral program from determining whether you're eligible. If you're not able to proceed with your referral while on your phone, please try using a different browser like Google Chrome, Firefox, or Microsoft Edge, or try again on a desktop computer. If you're still having trouble, please contact us at hello@cuddleandkind.com and we'd be more than happy to help you out!
6. My friend placed an order with my referral code, but I didn’t get my $20 CAD.
Once your friend places an eligible order using the referral email, you will be emailed a $20 CAD coupon code that you can use on your next order. If the order was placed by members of the same household or IP address, or uses your shipping or billing address, you will not be eligible for the $20 CAD discount.
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Orders + shipping
1. What can I do if the doll I want is out of stock?
All cuddle+kind dolls are made by hand, so they take a significant amount of time to produce. This means that from time to time, we struggle to keep up with demand and do sell out of popular dolls. We aim to replenish our out-of-stock dolls as quickly as possible, and will notify you the second they are back if you sign up for email notifications on your desired dolls’ product pages. If you are purchasing a gift that’s time sensitive, we suggest choosing a doll that is in stock. If you need assistance choosing your gift, we would be more than happy to help! Please contact us here.
2. What form of payment does cuddle+kind accept?
We gladly accept Visa, MasterCard, American Express and PayPal.
3. Where do you ship?
We ship worldwide! Enjoy free shipping over €85 to France and Spain as well as the continental United States, Canada and Australia. Orders going to other international destinations will pay a subsidized shipping rate. For all other shipping info, see our shipping page.
4. How will my order arrived packaged?
All dolls in an order will arrive together in the same shipping box or bag, and will be wrapped all together in tissue and tied with a ribbon. Dolls do not arrive individually boxed or wrapped. When you purchase any three baby animals, they will arrive packaged in a Collector's Kit gift box.
5. Gift messages + gift wrapping
While we do not offer gift wrapping, each cuddle+kind order will be wrapped in tissue and tied with ribbon. If you would like to send dolls as a gift to a special little one in your life, you can add a personalized gift message that will be hand-written on a custom cuddle+kind card and tucked inside the ribbon. Each doll comes with a booklet about cuddle+kind and our mission, and wears a wristband that says “1 doll = 10 meals” so the recipient will know the impact their gift made!
6. What is included in my FREE Baby Animal Collector's Kit gift box?
For every 3 baby animals you order, you will receive a free Collector's Kit gift box. Our collector's kits are stylish and reusable packaging that your little ones can use to store their baby animals in time and again. We hand-pack every single order to ensure that it arrives to you wrapped and ready to gift! The free kit does not include additional baby animals. For example, if you order 3 baby animals, your order will include 3 baby animals inside your free, beautifully designed keepsake box.
7. Order processing time
Orders with flat rate shipping are typically dispatched within two business days, but please be advised that processing time may be affected by COVID-19. There may be a delay of up to three days as our fulfillment centre maintains safe physical distancing and sanitation procedures to protect the health of employees packing up orders. Please be advised that delivery times may be affected by carriers experiencing delays due to the sustained effects of COVID-19. All orders are likely to be in transit longer than expected. Orders with expedited shipping will be dispatched within one to two business days during this time. Thank you for your support!
8. Carrier information
For shipments to the United Kingdom, Germany, France and Spain, we use DHL & Asendia services. Orders are delivered within 2-3 weeks.
International orders will ship with our partner carriers, Globegistics and DHL. Your local postal service will complete the delivery. Expected delivery times vary depending on destination. Please allow for 3-6 weeks for delivery.
In the US, flat rate shipping is provided by USPS and expedited shipping is provided by USPS or UPS where applicable. In Canada, flat rate shipping is provided by Canada Post, and expedited shipping is provided by UPS. During the Canada Post strike, flat rate shipping will be provided by Intelcom.
9. Tracking
Once your order has shipped, you will receive an email containing your tracking number. Tracking information may not update daily, but your order is still moving! If you have questions about parcel tracking, you can email hello@cuddleandkind.com for more information.
10. Will I have to pay customs and taxes on my order?
All international orders may be subject to customs and taxes. Please note pricing for the United Kingdom, Germany, France and Spain include VAT and import charges. Each country has different regulations regarding this: please inquire with your local customs office for more information. cuddle+kind is not responsible for this cost.
11. Can I change or cancel my order?
To ensure prompt delivery, orders begin processing immediately and can’t be changed or cancelled once placed.
12. My order was marked delivered but I did not receive it.
Parcels are often held at your local post office for pick up if your mail carrier cannot find a safe place to leave it. We recommend contacting the post office if your order has been marked delivered but has not been received. If you are still unable to locate your order after checking with the post office, please reach out to hello@cuddleandkind.com for assistance!
13. My order is lost or stolen.
Please email hello@cuddleandkind.com and we can help you locate your order!
14. Coupon codes and promotions
Any single promotional offer of your choice can be applied per order! Kind Rewards can be used in addition to any discount code or promotion. Please read our Terms here for further information. If you have any questions please email hello@cuddleandkind.com, we're happy to help!
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Returns + exchanges
1. There’s a problem with my doll.
All our dolls are guaranteed forever. If for any reason you are unhappy with your doll, please email us at hello@cuddleandkind.com and we will replace or refund your purchase.
2. I need to return my order.
We are happy to assist with a return! Items in new condition, with the original tags attached, may be returned for a refund or merchandise credit. Returns on seasonal items must be initiated within 30 days of delivery. Please email hello@cuddleandkind.com to initiate a return.
cuddle+kind does not provide return postage.
3. I received a doll as a gift, and I would like to exchange it.
We can exchange any gift in new condition, with the original tags attached. Please email hello@cuddleandkind.com for instructions on returning your gift for exchange. cuddle+kind does not provide return postage for exchanges.
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Wishlist
1. I made my wishlist, but I can’t find it anymore.
In order to save your wishlists and be able to view them across our website and app, you must create or log into your cuddle+kind account at https://cuddleandkind.com/account. Once your wishlist is saved, you can click the heart button (on desktop), the wishlist menu item (on mobile) or the wishlist button (on the app) to view it.
2. How do I share my wishlist?
Wishlists must be shared from our website. Click the heart button in the top right corner of your browse and then click the wishlist you want to share. Once you are in that wishlist, click the Share icon in the top right corner. Fill out the form with the necessary information then click Share List, and the recipient will receive an email with a link to your wishlist.
3. Can I select my preferred size doll on my wishlist?
App users will be prompted to select the size of the doll once they click to add to their wishlist. Desktop and mobile shoppers must select the size first before clicking “Add to Wishlist”.
Contact Us
We love hearing from our friends! If you have questions about any of our products, please get in touch. We're here to help! We're able to assist you by email, seven days a week.
Email: hello@cuddleandkind.com
Text: 1-855-788-0393.
Available daily, excluding national holidays. By texting our team at the provided number, you have agreed and consented to communicating with cuddle+kind via SMS. Standard SMS rates may apply.
Live Chat: Just start typing in the floating chat widget on any of the pages on our website.
Unsubscribe from text: You can unsubscribe from text messages by replying STOP to any text message from cuddle+kind.
Unsubscribe from email: You can unsubscribe from our email newsletter by clicking “unsubscribe” at the bottom of any email message from cuddle+kind. If you need help with any of these steps, please email hello@cuddleandkind.com.
Wholesale: If you're interested in carrying cuddle+kind, please email wholesale@cuddleandkind.com
Press: If you are a member of the press with an inquiry, please email us at media@cuddleandkind.com. Be sure to include your outlet, story idea, photo/video needs and deadline to best position our team to help you!
Every time you spend money you are casting a vote for the kind of world you want.
– ANNA LAPPÉ