Refund policy

Returns and refunds

Effective date: 31 August 2026
Store: Squish Crave

We ship to 31 countries — the US, EU, Canada, Australia and New Zealand — from overseas suppliers. This page covers changing your mind, orders that arrive damaged or wrong, and orders that never arrive. Nothing here removes a right you have under the law where you live.

Changed your mind? You have 14 days.

If you are in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days of it arriving, for any reason at all. You do not have to give us one. That right cannot be signed away, and we are not trying to.

We give everyone else the same 14 days — United States, Canada, Australia and New Zealand included. It is simpler than running different rules per country, and it is fairer.

To use it, email squishfyp@gmail.com within 14 days of delivery with your order number and tell us you want to cancel. We will refund you within 14 days of receiving that message.

You usually will not have to post anything back. Our items are small and low-value, and return postage to our suppliers would often cost more than the item itself. So in most cases we will simply refund you and tell you to keep it. If we do need something returned, we will email you a return address first. Never post anything back to an address you found anywhere other than an email from us.

The two things the 14-day right does not cover

Under UK and EU law, the right to change your mind does not apply to:

— Items sealed for hygiene or health reasons, once that seal is broken.
— Items where the whole point is that the contents are a surprise — but only where the product page clearly says the item is random, mystery or surprise, and you were told that before you paid.

If a product page does not say random, mystery or surprise, the 14-day right applies to it normally. If you think a page was unclear, email us and we will honour the cancellation.

Damaged, faulty, wrong, or never arrived

This is separate from the 14-day window above and is not limited by it.

Email squishfyp@gmail.com with your order number, what went wrong, and photos of the item, the packaging and the shipping label if it is a damage or wrong-item problem. If your order simply has not turned up, contact us once the delivery window on our Shipping page has passed.

We will replace it or refund it. We will not usually ask for the item back — clear photos are enough.

Your statutory rights for faulty goods run much longer than 14 days: at least two years in the EU, up to six years in England and Wales and five in Scotland, and the Australian Consumer Law guarantees apply regardless of any period stated here. Those rights stand whatever else this page says.

Cancelling before it ships

Email us straight away. If fulfilment has not started, we will cancel and refund in full. Once a supplier has dispatched the parcel we cannot recall it, but you can still use the 14-day right once it arrives.

Wrong address

Email us immediately if you have mistyped your address. We cannot guarantee a change once fulfilment starts. A parcel lost because of an address error entered at checkout may not be replaceable free of charge, unless the law where you live says otherwise.

Refund timing

Refunds go back to the original payment method. We process them within 14 days of agreeing to the refund. How long the money then takes to appear is up to your bank — usually a few business days.

Contact

Email: squishfyp@gmail.com
We aim to reply within two business days.