Terugbetalingsbeleid

We want every Squishdom order to arrive happy and squishy. If something goes wrong, we'll make it right. Here's how it works.

All sales are final

We can't accept returns or refunds if you change your mind or the item isn't what you hoped for. Please check the product page (photos, size and details) before you order.

When we refund or replace your order

If your order is:

damaged when it arrives,
faulty,
different from what you ordered, or
lost in transit,

just email us and we'll send you a refund or a free replacement. You choose which one. You don't need to send anything back.

How to tell us

Email squishdom.shop@gmail.com within 14 days of delivery. For a lost package, write within 14 days of the estimated delivery date. Please include:

your order number,
a photo of the item and the packaging (for damaged, faulty or wrong items),
whether you'd like a refund or a replacement.

We reply within 1 business day.

What doesn't count as a defect

Our squishies are made in batches, and photo lighting and screen settings change how colors look, so your item's shade, size or softness may differ slightly from the photos. Small differences like these don't count as a defect, so we can't offer a refund or swap for them. If you get a different product than you ordered (another design or variant), email us at squishdom.shop@gmail.com with your order number and a photo, and we'll send you a refund or a free replacement.

Shipping and delays

Shipping to the US is free. Delivery usually takes about 8–14 business days. A delay by the carrier alone doesn't count as a problem with your order. If your package hasn't arrived 14 days after the estimated delivery date, email us and we'll look into it. See our Shipping policy for details.

Cancelling an order

You can cancel your order as long as it hasn't shipped yet. This is usually possible within 24 hours of placing it. Email us with your order number as soon as you can.

How refunds are paid

Refunds go back to your original payment method. Once we approve your refund, it usually shows up within 5–10 business days, depending on your bank.

Customers in the European Union

If you live in the EU, you have the right to withdraw from your purchase within 14 days of the day you (or someone you name, other than the carrier) receive your order, without giving a reason. The "All sales are final" rule above does not apply to you.

To withdraw, send us a clear statement by email to squishdom.shop@gmail.com with your order number within those 14 days. You can use the model withdrawal form below, but you don't have to.

We'll reply with the return address. Please send the item back within 14 days of telling us. You pay the cost of sending it back, unless the item is faulty or not what you ordered.

We'll refund the price you paid, including the original shipping cost, within 14 days of receiving your withdrawal, using your original payment method. We may wait to refund until we receive the item back or you show proof that you've sent it.

Your other rights under EU consumer law also stay in place, including the 2-year legal guarantee for products that are faulty or not as described.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)
To: Squishdom, squishdom.shop@gmail.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.

Customers in Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The "All sales are final" rule above only means we don't offer refunds if you simply change your mind. It does not limit your rights under the Australian Consumer Law. If your item is faulty, damaged, not as described or lost, email us at squishdom.shop@gmail.com and we'll refund or replace it.

Shipping to Australia is free. Delivery usually takes about 8–17 business days.

Customers in New Zealand

Our goods come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. Nothing in this policy limits those rights.

The "All sales are final" rule above only means we don't offer refunds if you simply change your mind. If your item is faulty, damaged, not as described or lost, email us at squishdom.shop@gmail.com and we'll repair, replace or refund it, as the Consumer Guarantees Act requires.

Shipping to New Zealand is free. Delivery usually takes about 8–17 business days.

Customers in Canada, Singapore and Switzerland

Nothing in this policy limits the rights you have under the consumer protection laws of your province or country. If your item is faulty, damaged, not as described or lost, email us at squishdom.shop@gmail.com and we'll refund or replace it.

Shipping to Canada, Singapore and Switzerland is free. Delivery usually takes about 8–14 business days (8–15 to Switzerland). For now we can't ship to Quebec.