Refund & Returns Policy
Last updated: Sep 3, 2026
We want you to love your squish. If something isn't right, here's exactly how we sort it out.
The short version
- 30 days from delivery to request a return or refund
- A photo is required with every request
- Full refund on approved returns
- Return shipping is paid by the customer
Our 30-day window
You have 30 days from the day your order is delivered to request a return or refund.
After 30 days we're unfortunately not able to offer a refund or exchange — our fulfilment partners close their claim windows too, so we lose the ability to act on it.
Photos are required
Every return or refund request must include a photo.
It's not us being difficult — a photo lets us approve most claims on the spot instead of sending your item back and forth, and it's how we raise the issue with our suppliers.
Please send:
- A clear photo of the item you received
- A photo of any damage or fault, if that's the issue
- A photo of the packaging, if it arrived damaged
Send these to us through our Contact page and we'll come back to you quickly.
What you can return
We accept returns for items that are:
- Damaged or faulty
- Not what you ordered
- Not as described
Items must be unused and in their original packaging — with squishies especially, once it's been squeezed we can't resell it.
We can't accept returns on:
- Items requested after the 30-day window
- Items that have been used, washed or damaged after delivery
- Free gifts and promotional items
- Sale items marked final sale
Return shipping
Return shipping is paid by the customer.
Original shipping costs are non-refundable. If your order shipped free, the actual cost of that shipping may be deducted from your refund.
We recommend using a tracked service — we can't refund an item that doesn't reach us.
Please don't send anything back before contacting us. Returns sent without approval can't be processed, and we'll give you the correct return address when we approve your request.
Refunds
Once we've received and checked your return, we'll email you to confirm.
Approved refunds are issued as a full refund of the item price to your original payment method within [5–10] business days. Depending on your bank or card provider, it can take a few more days to appear on your statement.
If your refund hasn't landed after 10 business days, check with your bank first, then get in touch and we'll chase it.
Damaged or wrong items
If your order arrives damaged or you've been sent the wrong thing, send us a photo within 30 days and we'll make it right — a replacement or a full refund, your choice.
For clear-cut cases like this, we'll often resolve it without asking you to send anything back at all.
Exchanges
The fastest way to swap an item is to request a refund for the original and place a new order for the one you want. That way you're not waiting on a return to clear first.
Order cancellations
Changed your mind? Email us within 24 hours of ordering and we'll cancel and refund in full. After that your parcel is usually already moving, and this policy applies instead.
Your statutory rights
Nothing in this policy affects your rights under the consumer laws where you live.
UK and EU customers have the right to cancel an order within 14 days of delivery for any reason, without needing to give one. Where an item is faulty, not as described, or wrong, we cover the cost of return shipping.
Customers elsewhere keep all rights available under their local consumer protection laws.
Questions?
If anything's unclear, or you're not sure whether your situation qualifies, just ask — we'd rather sort it out than have you guessing. Please visit our Contact page for our contact details.