Refund policy

We want every squishy to arrive happy and squishable. Because squishies are personal, squeezable items, we don't accept returns or exchanges for change of mind. But if something goes wrong with your order, we'll make it right.

Damages and issues

Please inspect your order when it arrives. If your item is defective, damaged, or you received the wrong item, email us at shopsmooshi@gmail.com within 7 days of delivery so we can make it right. Please include:

  • your order number
  • a clear photo or short video of the item (and the packaging, if it was damaged in transit)

Once we've reviewed it, we'll send you a free replacement, or a refund if a replacement isn't available. You don't need to send the item back unless we ask you to.

Lost or missing parcels

If your tracking stops updating for a long time, contact us and we'll work with the carrier to find your parcel. Parcels marked as delivered are the carrier's responsibility, and we can't guarantee a replacement. If your parcel is lost in transit, or tracking shows it was delivered but you never received it, we'll send you a free replacement or a full refund. 

Exceptions / non-refundable items

We can't offer a refund or replacement for:

  • change of mind, or ordering the wrong colour, flavour or style
  • normal wear from squishing, or damage from sharp objects, pets, heat or sunlight after delivery
  • small differences in colour, shape, scent or how slowly a squishy rises (every squishy is a little bit unique)
  • random or surprise items (like blind boxes or random-colour squishies) because you didn't like the design you received
  • orders that couldn't be delivered because of an incorrect or incomplete address entered at checkout
  • gift cards

Please get in touch if you have questions or concerns about your specific item.

Exchanges

We don't offer exchanges. If you'd like a different colour, flavour or style, please place a new order for the item you want.

Cancellations

Need to cancel? Email us at shopsmooshi@gmail.com within 1 hour of placing your order and we'll cancel it and refund you in full. After that, your order is already being prepared for shipping and can't be cancelled.

United Kingdom 14-day cancellation right 

Notwithstanding the above, if you're a customer in the United Kingdom, you have the right to cancel your order within 14 days of receiving it, for any reason. To do this, email us at shopsmooshi@gmail.com within 14 days of delivery. The item must be unused and in its original packaging, and you'll be responsible for the cost of sending it back to us. Once we receive it, we'll refund the price of the item.

Refunds

We'll let you know once we've reviewed your request and whether your refund was approved. If approved, you'll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your refund, please contact us at shopsmooshi@gmail.com.

Questions?

You can always contact us at shopsmooshi@gmail.com. Please reach out to us before opening a dispute with your bank so we can sort it out quickly.