Returns & refunds
Every order is covered by our 30-day Squish Guarantee. If a squishy isn't right, send it back — free — and we'll refund you. If it arrives damaged, keep it and we'll replace it.
1. Email us
Send your order number and a photo (if something is damaged) to hello@shopcollecto.com. No forms, no phone queue.
2. Get your label
We reply within 24 hours with a prepaid return label or, for damaged items, an immediate replacement or refund without a return.
3. Refund
Once the parcel is scanned by the carrier we refund to your original payment method within 3 business days.
The details
How long do I have to return something?
30 days from the day your parcel is delivered. Start the request any time inside that window.
Can I return a squishy I have opened?
Yes, if it is still in re-sellable condition with its packaging. Squished, stretched, split or heavily used items can't be resold, so those only qualify if the item was faulty.
What if my squishy arrives broken or leaking?
Send a photo and we ship a free replacement or refund you in full. You keep the damaged item — no return needed.
Do I pay for return shipping?
No. Returns are free within the US. Faulty or wrong items are always free everywhere.
What about 3-for-2 orders?
If you return part of a 3-for-2 order and the remaining items no longer qualify, we refund the returned item minus the discount that was applied to the bundle.
Exchanges?
Tell us which squishy you'd rather have and we ship it as soon as the return is scanned. Any price difference is refunded or charged at cost.
What we can't take back
- Mystery boxes and blind bags once the seal is broken (the surprise is the product)
- Gift cards
- Items returned after 30 days or without an order number
Still stuck?
Email hello@shopcollecto.com with your order number and we'll sort it out within one business day.
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