help
returns & refunds
30 days to change your mind, refunds to your original payment method within 14 days, and no cost at all to you if something arrives damaged, faulty or wrong.
the policy in short
- 30 days from delivery to return anything you bought on this site.
- EU and UK shoppers also keep the statutory 14-day right to cancel.
- Refunds go back to the card, Shop Pay, PayPal or Klarna account you paid with.
- Damaged, faulty or wrong item? We pay the return and send a replacement or full refund.
- Shipping was free, so there is nothing deducted from your refund on our side.
how to return something
- Email hello@shopcollecto.com with your order number and the items you want to send back.
- We answer within one business day and send you the return address.
- Pack the squishies (original packaging if you still have it) and post them with tracking.
- Once the parcel reaches us — or you send proof of postage — we refund within 14 days and email you the confirmation.
damaged, faulty or wrong item
Send a photo with your order number and we sort it the same day: a replacement out to you, or a full refund including any postage you paid. You do not need to return a damaged item before we act on it. This sits on top of your statutory rights and never replaces them.
cancelling before dispatch
Orders leave the same or next business day. If you email us before the parcel is handed to the carrier, we cancel and refund straight away — no return needed. After dispatch, use the return steps above.
return questions
- How long do I have to return an order?
- 30 days from the day your parcel arrives. EU and UK customers also have the statutory 14-day right to cancel, which runs alongside this.
- How do I start a return?
- Email hello@shopcollecto.com with your order number and which items are coming back. We reply within one business day with the return address.
- Do I have to pay for the return?
- Return postage is on you unless the item arrived damaged, faulty or wrong — in that case we cover everything, including a replacement or full refund.
- When is my money back?
- Within 14 days of the returned parcel arriving with us, refunded to the original payment method. Card, Shop Pay, PayPal and Klarna all refund the same way you paid.
- Can I return an opened squishy?
- Yes — you can unpack and handle it the way you would in a shop. Items returned visibly used or without packaging may be refunded at a reduced value.
- What if my parcel never arrives?
- Tell us and we either resend or refund in full. Delivery is 1-4 business days, so anything much beyond that counts as lost.