Returns & Refunds

Last updated · June 16, 2026

Order Cancellation

Changed your mind? No worries — here's how it works:

• Within 24 hours of ordering: free cancellation — full refund to your original payment method within 3–5 business days.
• After that: your order has entered picking and packing. Please wait until it arrives, then use the 14-day return policy below.

To cancel, reach us through the Contact page with your order number.

About Handmade Marks

Every piece is made by hand, so no two are exactly alike, and small imperfections come with the territory. We can't offer refunds or extra compensation for any of the following (you can still return them as normal):

• Colour differences from the sample photos, and shade variation between pieces of the same design
• Small surface bubbles, visible brush strokes, uneven coating thickness
• Slight asymmetry or shape variation, and dimensions up to 0.5 cm off the listed size
• Natural texture variation in the material, light dents or creases
• The colour scheme and decorative pieces will vary —— the one you receive may differ from the photos in its colour pairing, and in the type and placement of its decorations. We can't promise you a piece identical to the product photo. What we can promise is that it will be beautifully made.
• Squashed shape on arrival —— squishies get pressed the whole way here, so yours may come out flat or bent. That's normal. Squeeze it gently back into shape, or lay it flat for 12 hours and most of it will return on its own. Please wait until it recovers before deciding whether to return it.
• Decorations coming loose during play —— that's inherent to this kind of product, not a workmanship failure.
• Tears, splits or missing corners that appear during use —— squishies are soft, thin, and made to be squeezed over and over. They wear out. That isn't a quality issue.

These, on the other hand, mean we got it wrong. Come straight to us and we'll cover the shipping and either remake it or refund you:

• Tears, splits or missing corners already there when you unwrapped it
• More than half the main decorations missing, or still visibly deformed after 12 hours flat
• Mould or an off smell
• Wrong design, colour or quantity sent

⚠️ Contains small parts that may detach. Recommended for ages 15 and up. Keep away from young children and pets.

Our Return Window

If a treasure is not quite right, you may request a return within 14 days of arrival. It should be unused and tucked back in its original wrapping so it can be kept by someone else.

If the courier says delivered but you haven't actually picked it up yet, write to us — we'll count from the day it really reached your hands.

Photo and Video We'll Need

Squishies are delicate things; even a firm pinch can leave a mark. So that we can tell where the damage happened, please include the following when you request a return:

1. An unboxing video —— starting with the parcel sealed and unopened, filmed in one take through to the piece being fully removed. No cuts or pauses partway.
2. Photos of its current state —— front and back, plus any detail you want us to look at.

Without an unboxing video it's very hard for us to tell whether the damage came from shipping, from us, or from use, and processing will take considerably longer. If it arrived already damaged, please try to send the unboxing video too.

One tip for sending it back: if you also film the whole handover to the courier (sealing the box → handing it over → tracking number visible), our review moves much faster and your refund arrives sooner.

How to Return

1. Write to our shopkeeper through Contact Us with your order number and the photos and video above.
2. We'll reply with a return note and address within one day.
3. Send the treasure back, snug in its wrapping.
4. Once it arrives, we inspect and refund within 3–5 days.

Refunds

Refunds go back to your original payment method within 3–5 business days of us receiving and inspecting the piece. How much comes back depends on the situation.

How shipping is handled

| Outbound shipping (what you paid) | Return shipping (sending it back) | | --- | --- | --- | | Cancelled before dispatch | Refunded in full | Not applicable | | Not quite right after arrival | Refunded at the standard rate | Paid by you | | We got it wrong | Refunded in full | Paid by us |

If you chose express or next-day delivery, the outbound shipping we refund is still the standard rate; the difference isn't refundable.

Deductions

Of course you can open it up, look properly, and decide whether you like it — that's how it should be, and we'd rather you did. But if the treasure comes back to us in a state where we can't pass it on to someone else, we'll deduct from the refund accordingly:

We can't offer a "keep the item, get part of your money back" arrangement — it's either keep it or send it back.

What Cannot Be Returned

• Custom or personalised pieces, made just for you.
• Items marked final sale.
• Imperfections already disclosed on the product page are not grounds for a return.
• Treasures missing their original wrapping.

Arrived seriously damaged? No return needed —— just send a photo within 48 hours (an unboxing video helps) and we will remake or refund it.