Something went wrong with your order? Here's how we sort it out.
Damaged, wrong or missing item
Email support@squishyvault.com within 14 days of delivery. Send your order number and photos of the damaged or wrong item. If something is missing, take a photo of what came in the parcel. We then send you a free replacement or refund the item. You don't need to send it back.
This is our service promise. Your statutory warranty rights stay exactly as they are.
Returning a squishy you don't want
Within 14 days of delivery you can tell us that you want to return a squishy. You don't need to give a reason. Write to support@squishyvault.com and we'll send you the return address. Please write before you send anything, so your parcel doesn't end up at the wrong address. You pay the cost of sending it back.
In the EU your statutory right of withdrawal applies, and it has no extra conditions. The squishy doesn't have to be unused or in its original packaging. You only pay for a loss in value if you handled it more than you needed to check it. Outside the EU we take back unused squishies in their original packaging.
We refund the price of the item, and customers in the EU also get the original standard shipping back. The money comes within 14 days through the payment method you used. We may hold the refund until the squishy is back with us or you've shown us that you sent it.
You can find the full withdrawal notice and a model withdrawal form in our refund policy.
Tracking says delivered but there's no parcel
Ask your neighbours and look in your mailbox and at any parcel box nearby. Sometimes a parcel turns up a day or two later. If it's still missing after that, write to us with your order number and we'll look into it with the carrier.
A slight smell at first
New squishies can smell a little when they come out of the bag. That's normal and it fades after a day or two of airing out. If you still don't like the squishy, you can use your 14-day return as described above.
