Help

Questions, answered

Everything about heating, size, delivery and our 100-day guarantee. Can't find your answer? Email us at [hello@marbleby.com] and a real person will reply within 24 hours.

Safety first

Heating, safely

Heat the pack, not the plush. Four simple steps, every time.

  1. Take the pack out

    Unzip the tummy and take out the heat pack. Only the pack goes in the microwave, never the plush.

  2. Warm it gently

    About [60] seconds at 800W or [45] seconds at 1000W. Follow the heating card in the box.

  3. Check, then cuddle

    Give it a shake, test it on your inner wrist, then zip it back in and settle down.

  4. Let it cool fully

    Wait until the pack is completely cool (up to 2 hours) before you warm it again.

Good to know: it's a cosy wind-down hug, not a bed warmer. Take the heat pack out before you fall asleep. Never use heat with babies, or with anyone who can't feel heat or move it away themselves.

All questions

How heavy is it?

About [1.5] kg ([3.3] lb), roughly the weight of a small baby. The weight sits in sealed pouches through the body and arms, so it drapes over you instead of sitting like a lump.
How do I heat it?

Take the heat pack out of the tummy zip and warm the pack only: about [60] seconds at 800W or [45] seconds at 1000W. Shake it, check it on your inner wrist, then pop it back in. The full guide is on the card in the box.
How long does it stay warm?

About [30–40] minutes of gentle warmth. Perfect for winding down. It isn't an all-night bed warmer, and it isn't meant to be.
Can I fall asleep with it?

Cuddle it warm while you wind down, then take the heat pack out before you sleep. UK fire services advise against using microwave heat packs as bed warmers, and we agree.
When will it arrive?

It ships from our UK warehouse, usually within 1–2 working days, and arrives 2–4 working days after that with tracking. You'll see the exact dates on the product page.
What is the 100-day guarantee?

Live with your hug for up to 100 days. If it isn't right for you, email us and we'll refund you in full. You don't need to send it back. This is on top of your legal rights as a UK customer.
Is it suitable for children?

It's designed for grown-ups and older teens. Not suitable for children under [3]. Children should only use it with an adult who heats the pack and supervises. Never place a weighted or warm item on a baby or a sleeping young child.
Can I wash it?

Take the heat pack out first (never wash the pack). Hand wash the plush at 30°C and let it air dry fully. [Confirm care with supplier.]