Refund policy

You have 30 days from the day your order arrives to request a return, for any reason.

What we need back

The item unused and in its original packaging, with your order number. That is all. We do not ask for the original receipt: we already have your order in our system.

How to start a return

Email support@ssquishy.com with your order number and what you would like to return. We reply within one working day with instructions and the return address.

Please do not send anything back before contacting us. Parcels that arrive unannounced cannot be matched to an order, and we cannot refund what we cannot identify.

Returns go to: [[YOUR RETURN ADDRESS]]

Return postage is [[paid by us / paid by you]], except where the item is faulty, damaged or not what you ordered, in which case we always cover it.

Mystery boxes

A sealed mystery box can be returned unopened like anything else. Once the seal is broken the contents are known, so an opened box can only be returned if an item inside is faulty or damaged. That is the nature of a blind box, and it is why we say so here rather than in the small print.

What we cannot take back

• Items returned used, washed or without their packaging
• Opened mystery boxes, unless something inside is faulty
• Gift cards

Sale items are returnable on the same terms as everything else.

Faulty, damaged or wrong item

Check your order when it arrives. If something is defective, damaged in transit, or simply not what you ordered, email us with a photo and we will replace it or refund it in full, including postage both ways. A photo means we can resolve it in one message instead of four.

Under UK law you also have a short-term right to reject faulty goods within 30 days of receipt for a full refund. Nothing in this policy affects that right.

Changing your mind: your legal right to cancel

Separately from our 30-day policy, if you are ordering as a consumer in the United Kingdom or the European Union, you have the right to cancel within 14 days of receiving your order, without giving any reason.

To cancel, tell us in writing at support@ssquishy.com within those 14 days. You then have a further 14 days to send the goods back. We refund within 14 days of receiving them, including the standard outbound delivery cost.

Our own 30-day policy is more generous than the legal minimum, and it applies in addition to it, wherever you are.

Exchanges

The quickest route is to return what you have and place a new order. Waiting for an exchange to be processed usually takes longer than simply reordering.

Refunds

We email you once your return arrives and has been checked. If it is approved, the refund goes back to your original payment method within 10 business days. Your bank or card provider may take a few days more to show it.

If more than 15 business days have passed since we told you the refund was approved and you still see nothing, email support@ssquishy.com and we will chase it.