Returns & Refunds

Last updated · October 19, 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 — see If We Got It Wrong below. You won't need to send anything back:

• 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.

If We Got It Wrong

If your treasure arrived damaged, faulty or not what you ordered, contact us within 48 hours of delivery. No return is needed — once we've checked, we'll remake it or refund you, and you keep the original.

So that we can check quickly, please send:

1. An unboxing video (preferred) —— starting with the parcel sealed and unopened, filmed in one take through to the piece being fully removed. No cuts or pauses partway.
2. If you don't have an unboxing video —— a short video of the piece in your hand, turning it to show the problem clearly, with a handwritten note in the shot showing your order number and today's date.

Squishies are delicate things; even a firm pinch can leave a mark, so this helps us tell whether the damage came from shipping, from us, or from use. If the evidence isn't clear enough, we may ask for more.

Our Return Window

If a treasure is not quite right for you, you may request a return within 14 days of arrival. Please send it back unused, ideally 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.

How to Return

1. Write to our shopkeeper through Contact Us with your order number.
2. We'll reply with a return note and our return address within one day.
3. Send the treasure back, snug in its wrapping. You arrange and pay for the return postage, so please use a tracked service.
4. We refund once we receive the item, or once you send us valid proof of postage — whichever comes first (see Refunds).

Refunds

Refunds go back to your original payment method within 3–5 business days of us receiving the item, or of you sending valid proof of postage, whichever comes first.

Valid proof of postage means a courier receipt or tracking record that shows a tracking number, our return address as the destination, and the date sent. We'll check the tracking details (including the parcel weight, where the courier shows it). If the proof doesn't match, we'll wait until the item reaches us.

How shipping is handled

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

For orders outside the UK that shipped free or at a reduced rate: if you return the whole order, or what you keep no longer qualifies for that offer, we deduct from your refund the outbound shipping the order would have cost without the offer, at our standard rates.

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:

If what comes back isn't the item we sent, or shows use beyond simply checking it, we may deduct accordingly or ask you to cover the difference — including where we've already refunded on proof of postage.

We can't offer a "keep the item, get part of your money back" arrangement for change-of-mind returns — 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 — except on UK orders, which keep the usual 14-day return right.
• Imperfections already disclosed on the product page are not grounds for a return.