At Dumpling Squishy, your satisfaction is our priority. If something isn’t right with your order, we want to make it right. Please read our policy carefully to understand your options.

1. Our 30-Day Returns Guarantee

We offer a 30-day returns window from the date your order is delivered. If you wish to return an item, please contact us within this period at [email protected].

Items must be returned in their original condition and packaging, unused and undamaged, in order to qualify for a refund.

2. Return Shipping — Who Pays?

Defective, Damaged or Incorrect Items — We Pay

If your item arrives damaged, defective, or is not what you ordered, we will provide a prepaid return shipping label at no cost to you. Simply contact us at [email protected] with your order number and photos of the issue, and we will arrange everything.

Change of Mind or Unwanted Items — Customer Pays

If you wish to return an item because you have changed your mind or no longer want it, the return shipping cost is the customer’s responsibility. We recommend using a tracked shipping service as we cannot be held responsible for returns lost in transit.

3. Eligible Reasons for a Return & Refund

  • Item arrived damaged or defective — prepaid label provided
  • Wrong item sent — prepaid label provided
  • Change of mind — return accepted, customer pays return shipping
  • Order lost in transit — full refund or replacement, no return needed

4. Non-Eligible Reasons

The following are not eligible for a return or refund:

  • Requests made outside the 30-day window
  • Disliking the color or variant received from a mystery box (random assortment is clearly stated at the time of purchase)
  • Minor color differences due to screen display settings
  • Damage caused by misuse or improper handling after delivery
  • Items returned without prior authorisation — please always contact us first

5. How to Request a Return

To initiate a return, please contact us within 30 days of delivery at [email protected] with the following:

  • Your order number
  • Your full name and email address used at checkout
  • Reason for return
  • Photos of the item (required for damaged, defective, or incorrect item claims)

We aim to respond within 2 business days with return instructions.

Please do not send items back without contacting us first — unauthorised returns may not be accepted.

6. Return Address

Once your return is authorised, please send items to:
Dumpling Squishy
Unit 5 Industrial Centre
Bayford St
London E8 3SE
United Kingdom

7. Refund Processing

Once we receive and inspect your returned item, we will notify you by email. If approved:

  • Refunds are issued to your original payment method
  • Processing time is typically 5–10 business days, depending on your bank or payment provider
  • You will receive a confirmation email once the refund has been issued

8. Damaged or Defective Items

If your Dumpling Squishy arrives damaged or defective, contact us at [email protected] immediately with:

  • Your order number
  • Clear photos of the damage or defect

We will send you a prepaid return shipping label and arrange a full refund or replacement as quickly as possible.

9. Lost Orders

If your order has not arrived within the estimated delivery window, please allow up to 40 business days from dispatch before reporting it as lost. Once confirmed lost, we will issue a full refund or resend your order at no extra cost — no return required.

10. Mystery Box Policy

By purchasing a mystery box, you accept that the contents are randomly selected and cannot be specified in advance. Returns based solely on color or variant preference from a mystery box are not accepted, as the random nature of the product is clearly stated at the time of purchase.

If your mystery box arrives damaged or with a defective item, our standard returns policy applies and we will provide a prepaid label.

11. Your Rights Under UK Consumer Law

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015. You are entitled to a repair, replacement, or refund if goods are faulty, not as described, or not fit for purpose.

12. Contact Us

For any questions about returns or your order, please contact us:
Dumpling Squishy
Unit 5 Industrial Centre, Bayford St, London E8 3SE
Email: [email protected]
We aim to respond within 2 business days.