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 from our warehouse, which may be prior to any shipping notifications sent via email or tracking status on the website due to delays in system updates.

If several hours have passed since your order was placed, we may not be able to cancel your order. However, please rest assured that we offer returns on all orders once delivered.

➡️ 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.

While the majority of our products are designed to entertain all ages and genders, many of our items are not suitable for children under 36 months.

Generally, all items available in our store are suitable for ages 7+ onwards and are designed to be child-friendly using soft, long-lasting materials that are easy to care for.

Please check the Materials section of each product for more specific information on age suitability.

You can track your order and expected delivery date on our website. You'll need your order number and the email address used to place the order.

📦 Track my order

Alternatively, use the link in your shipping email to track your order.

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.

Online tracking is available for all orders placed on our website. 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.

Please note that your order number and email address should be entered exactly as they appear. Any spaces or typos entered in your email address or order number will produce an error.

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

We have a 14-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.

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.

For any questions, please email us at hello@squishyplushies.com.

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