Refund policy

Refund & Return Policy

Every item in our shop is handmade, and we want you to love what you receive. Below is exactly how returns, refunds, and damage claims work so there are no surprises.

All requests must be submitted within five days of confirmed delivery.

1. What We Can't Accept

For hygiene and safety reasons, these items cannot be returned, replaced, or refunded once opened or used:

  • Squishies, stress balls, and sensory items that have been handled or played with
  • Any item showing use, including partial use

Because these products are soft, tactile, and meant to be squeezed, we can't resell them once they've left their packaging.

2. Unopened & Unused Items

If an item is still sealed and unused, you may request a return or exchange within five days of delivery.

  • Contact us first for a return authorization — please don't ship anything back without one
  • Return shipping is the buyer's responsibility
  • Original shipping charges are non-refundable

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, incomplete, or isn't what you ordered, email us within five days of delivery with:

  • A photo of the item
  • A photo of the packaging it arrived in
  • Your order number

We'll review it quickly and offer a replacement or refund. In most cases, you won't need to ship the item back.

What counts as normal, not defective

Handmade sensory toys change with use. The following are expected characteristics of the product, not defects:

  • Micro-tears in the product's skin from texture add-ins
  • Minor clay or filling seepage over time
  • Gradual softening, stretching, or loss of shape
  • Wear that develops after normal play

Please handle your squishies gently and keep them away from heat, direct sunlight, and sharp surfaces.

4. Lost or Delayed Packages

Once a package is handed off to the carrier, delivery timelines are out of our hands. We aren't responsible for delays caused by postal services or customs holds — but if something goes missing, reach out, and we'll help you track it down and file a claim where possible.

Our Promise

Every order is made by hand, one at a time, and we want each one to bring a smile. If something isn't right, please reach out—we'll always do our best to make it right.

Questions? Email us at brittanys.miniatures@gmail.com and we'll get back to you within 1-2 business days.