squishyEverything you need to know before you open a box: how our Mystery Boxes work, what’s covered if something goes wrong, and what isn’t. Please read this before buying a Mystery Box or a surprise pouch.
How our Mystery Boxes work
Our Mystery Boxes, surprise pouches and random assortments contain squishy dumplings selected at random. The exact colour, design or character is a surprise, revealed when you open it.
- You cannot choose, request or be guaranteed a specific item.
- Duplicates can happen, especially with multipacks and repeat purchases. That’s part of the fun (and the thrill) of collecting.
- The photos on a Mystery Box listing show the range of what you might receive: they are not a promise of a specific item.
- By buying a surprise item, you confirm that you understand and accept that the contents are random.
What’s covered
If something genuinely goes wrong with your order, we’re always here to help. The following are covered, provided you let us know quickly (ideally within 5 days of receipt):
- Faulty items with a defect that affects the product (a tear, a structural fault, a squishy that doesn’t behave as it should…).
- Items damaged in transit in a way that affects the product itself.
- Wrong or missing item compared with your order (for example, a pack of 3 arriving with only 2 squishies).
Every product is guaranteed brand new and carefully packaged. Small cosmetic quirks (slight colour variation, light marks, differences in stitching, tiny bubbles) are normal for this type of squishy and are not considered faults.
Minor cosmetic damage to the outer packaging can happen in transit and isn’t covered (except for special or limited editions). If the damage seriously affects the product itself, follow the claims steps below.
These commercial guarantees are in addition to your statutory rights under the Consumer Rights Act 2015 (goods must be as described, of satisfactory quality and fit for purpose), which remain fully applicable.
What’s not covered
- Change of mind or preference: receiving a colour or character that’s “not your favourite” doesn’t entitle you to a refund “for a fault”. However, your 30-day right to cancel still applies, as with any distance purchase — you can return the item within 30 days (return postage at your own cost). See Returns & Cancellation.
- Duplicates from random multipacks or repeat surprise purchases (this is not a fault).
- Items showing signs of use, or missing parts, packaging or accessories.
- Bulk or trade orders of more than 10 units.
- Orders placed anywhere other than this website: please contact the relevant seller.
Making a claim in 4 steps
- Contact us via the Contact page with your order number and the details.
- Attach photos of the faulty, damaged or wrong item (at least 2 clear photos, marking each fault).
- We’ll review your request and let you know whether you need to return the item, or simply keep it.
- You’ll receive your refund or replacement once everything has been confirmed.
How to get in touch
To help us deal with your request quickly, please include:
- Your order number (or a screenshot of your order confirmation / payment).
- At least 2 clear photos of the problem. If there are several faults, one photo of each affected area (with the fault circled) plus a short explanation.
- Send everything at once via the Contact page, so we can review it all together.
Refunds & timeframes
- Approved refunds are processed within 3 to 7 working days of receiving the returned item (or after the issue is confirmed, for items you’ve been asked to keep).
- The refund is made to your original payment method (card, Klarna…) and may only appear on your next billing cycle.
- A faulty item entitles you to a full refund or a free replacement. For non-fault cases (cancellation), the refund excludes delivery charges and return postage is at the customer’s cost.
- Exchanges and replacements depend on available stock.
For standard returns (outside of Mystery Boxes), the rules on our Returns & Cancellation page apply, including the 30-day cancellation period.
Good to know
This policy applies specifically to Mystery Boxes, surprise pouches and randomly selected items. It exists to keep things fair: the surprise is the whole point, so randomness and duplicates are part of the experience.
Our customer service is available for orders placed directly on Squishy Dumpling. This policy is provided in good faith and should be read alongside our Returns policy and our Terms & Conditions, which govern every purchase.
