FAQ

If your order has not yet been dispatched, we can change the following order details:

1. Colour of an item
2. Delivery address
3. Recipient name
4. Contact email address

However, we cannot change the following:

1. Item size
2. Different item

The best way to get the exact item you intended is to request an order cancellation (if not yet dispatched) and re-order.

Please note that we cannot change any shipping details once an order has been dispatched. Please let us know as soon as possible if you want to make any changes to your order.

Request change to order

Please contact us as soon as possible to request an order cancellation. We can only cancel orders that have not yet been dispatched.

If several hours have passed since your order was placed, we may not be able to cancel your order.

Request order cancellation

Yes, new customers can get a free discount code to use on their first order when they sign up (see bottom of page).

We offer free tracked shipping for all orders via a range of delivery couriers. Once your order has been dispatched, you will receive an email with a tracking link and an estimated delivery window. For more information, please see our shipping policy.

Unfortunately, we are not able to offer any scheduled time or express delivery services.

Our plushies can be hand-washed or cleaned in a washing machine depending on your preference.

For a washing machine, use a gentle cycle and a mild detergent - if you can put your plushie in a washable bag this would be a bonus! Once finished, allow the washed item to air-dry before using a low heat setting on a hairdryer for fluffing out any damp fur or features.

Please avoid using any high temperature or intensive cleaning settings that may damage your item.

If you have an order on the way, please check your expected delivery date using our online order tracker.

During busy periods, packages can be unexpectedly delayed. If it has been more than a week past the date of your estimated delivery date then contact us to investigate the whereabouts of your order.

You can track your order and view expected delivery date on our website.

📦 Track my order

You'll need your order number and the email address used to place the order. Alternatively, use the link in your shipping email to track your order.

Tracking is available for all orders placed with us. If you receive an error message stating that your order cannot be found, check that your order number # and email address used to place the order are correct.

If the tracking link in your email is not working, you can enter your details manually on our tracking page here.

For any unresolved issues or questions about tracking, please contact us.

In the case that your item has arrived damaged or defective, please email us with photos of each defect so that we can investigate and provide you with a resolution.

Please note, we require photos of the item to proceed with a claim.

Email: hello@squishyplushies.com

In the case that you have received an item different to your order, please email us with photos of the item received so that we can investigate and provide you with a resolution.

Please note, we require photos of the item to proceed with a claim.

Email: hello@squishyplushies.com

We offer FREE 14-Day Returns:

• Items must be returned within 14 days of receipt.
• Items must be unused, undamaged and in original packaging.

Unfortunately, we cannot accept returns on sale items or gift cards.

To request a return for an item, email us at hello@squishyplushies.com. Make sure to include your order number and return reason alongside photos of the item (even if it is not damaged or defective).

For more information, please read our returns policy.