Refund policy
We have a 30-day return policy starting from the date of confirmed delivery. Please note that a return or cancellation cannot be processed for orders that are still in transit unless confirmed to be undelivered. Unfortunately, we cannot accept returns for final sale items.
To be eligible for a return, your item must be in the same condition that you received it, unopened and in its original packaging.
How to submit a return request
- To start a return, log-in to your online account on our website by clicking the profile icon in the top navigation menu or visiting our accounts page: https://account.squishyplushies.com. A six-digit verification code will be sent to your email address when logging in.
- Once logged into your online account, select the order that you want to submit the return for. If your order has more than one item, then select all items that you wish to return.
- Finally, select a return reason and add a note (optional) before clicking "Submit request".
You can also email us at hello@squishyplushies.com to request a return. You’ll need your order number or details so that we can locate your order on our system.
If your return request is approved, then you receive an email with shipping instructions and a prepaid return shipping label. You will be responsible for packaging the item(s) to be returned and handing this package over to the designated courier.
After the product is returned to us, a refund will be processed and credited back to your original payment method within 7 days. Please note that items sent back to us without first requesting a return will not be accepted.
If you are returning an item due to an issue experienced with your order, please also refer to the information below.
Damaged, defective or incorrect items received
Please inspect your order upon reception and contact us via our support email (hello@squishyplushies.com) if the item is damaged, defective or an incorrect item has been received. Eligible claims must include at least one photograph of the item in good detail so we can assess the condition of the item received. Please also provide a short description of the issue and your order number in your email.
We will provide a free returns label to post the item back to us in the case that your claim is sucessful, and once received a full refund will be credited to your original payment method within 3-4 business days following inspection of the item. Alternatively, the returned item can be exchanged for a free replacement subject to stock availability and customer preference.
Order cancellation and refunds
Please contact us as soon as possible to request an order cancellation. We can only cancel orders that have not yet been dispatched from our warehouse, which may be prior to any shipping notifications sent via email or tracking status on the website due to system delays. Where possible we will always seek to fulfil your order cancellation, following which a full refund will be issued to your original payment method.
Missing packages and late deliveries
As a first step, 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 then contact us to investigate the whereabouts of your order.
Exceptions / non-returnable items
Certain types of items cannot be returned, including custom products (such as special orders or personalised items where you have customised the item). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we also cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please allow up to 7 business days for your bank or payment processer to process your refund before the transaction will appear in your account.
