Last updated: 13 November 2026
We want you to be happy with your squishy. If something is not right, here is exactly how returns and refunds work at Squishy.
30 days to change your mind
You can return any unused item within 30 days of delivery. It must come back in the same condition you received it, in its original packaging, with any tags or inserts included. Squeezing a toy to see whether you like it is fine. Using it as your daily fidget for three weeks is not.
To start a return, email [email protected] with your order number, the item you want to return, and a short note about why. We reply within 2 business days with the return address and instructions. Please do not send anything back before you have that confirmation — unannounced parcels cannot be matched to an order.
Who pays for return shipping
- Change of mind: the buyer pays return shipping. Please use a tracked service — we cannot refund a parcel that never arrives.
- Damaged, defective or wrong item: we pay. We refund the return shipping together with the order.
Damaged or incorrect items
Email us within 7 days of delivery with a photo of the item and the outer packaging. We will send a replacement or refund you in full, including the original shipping, whichever you prefer. You do not need to return the faulty item unless we ask you to.
How refunds are paid
Once your return arrives and passes inspection, we refund to the original payment method within 5 business days. PayPal usually takes a further 3 to 5 business days to show the money on your statement. We refund the item price plus any tax charged; the original shipping cost is refunded only when the return is our fault.
Cancellations
You can cancel any time before your parcel is dispatched. Email us and we will cancel and refund in full. If it has already shipped, please use the returns process above.
What we cannot accept
- Items that have been used, washed, or damaged after delivery
- Items sent back without contacting us first, or sent to the wrong address
- Free gifts and promotional items, unless returned together with the product they came with
Before you open a PayPal dispute
Please talk to us first. Nearly every problem is a shipping delay or a misread tracking status, and we can usually fix it the same day. We answer every message within 2 business days.