Help centre
How can we help?
Clear, friendly answers on orders, delivery, returns and safety. Can't find what you need? Just ask — we reply to every message within one working day.
Frequently asked questions
Delivery
We deliver to addresses in England, Scotland, Wales and Northern Ireland. Orders placed by 1pm on a working day (Monday to Friday, excluding bank holidays) are dispatched the same day; orders placed later are dispatched the next working day.
| Service | Usually arrives | Cost |
|---|
- Every parcel is tracked, and we'll email your tracking link as soon as your order is dispatched.
- Delivery times are estimates from Royal Mail and aren't guaranteed. Deliveries to the Scottish Highlands and islands and to Northern Ireland can take an extra day or two.
- If your parcel hasn't arrived within 5 working days of dispatch, please contact us and we'll investigate with Royal Mail. If it's lost, we'll send a replacement or give you a full refund.
- If you're out, Royal Mail will leave a card or try a safe place you've chosen. Unclaimed parcels are returned to us, and we'll contact you to arrange re-delivery.
- Under UK law, we must deliver your order within 30 days unless we agree otherwise — in practice, it's usually within a few days.
Christmas delivery
Sending a Squish for Christmas? To give your parcel the best chance of arriving in time, please order by these dates. We'll confirm the final dates when Royal Mail publishes its Christmas schedule. Gifting for a birthday, Eid, Diwali, Hanukkah or any other celebration? Our usual delivery times above apply all year round.
| Service | Order by (1pm) |
|---|---|
| Royal Mail Tracked 48 | Thursday 17 December |
| Royal Mail Tracked 24 | Monday 21 December |
Returns & refunds
Changed your mind? You have days.
You're legally entitled to cancel an online order within 14 days of receiving it. We go further: you can return unused items in their original packaging within days of delivery for a full refund.
- Email with your order number and the items you'd like to return. You can also use the cancellation form, but you don't have to.
- We'll reply within one working day with the returns address and instructions.
- Send the item back within 14 days of telling us, using a tracked service. For change-of-mind returns, return postage is paid by you.
- We'll refund the item price and your original standard delivery charge within 14 days of receiving it back (or of you providing proof of posting, if earlier), to your original payment method.
We may reduce a refund if an item has been used or handled more than you'd need to check it in a shop. If your Squish was a gift, the person who bought it can return it for a refund to them.
Faulty or damaged items
If something arrives damaged, is faulty or isn't as described, please contact us with your order number and a photo, and we'll put it right. We'll always pay the return postage for faulty items.
- Within 30 days of delivery you can reject a faulty item for a full refund.
- After 30 days, we'll repair or replace it — and if that isn't possible, or doesn't fix the problem, you're entitled to a refund.
- Our -month guarantee: if your Squish splits or loses its slow rise through normal use within months, we'll replace it free of charge.
Our guarantee is in addition to your legal rights under the Consumer Rights Act 2015, which it doesn't affect.