While our order Picker's and Packer's always do their best with removing and not sending out Squishmallows that are Injured, occasionally some of these may slip past our notice, and even more occasionally, some may be damaged during shipment. Please see the below guides before contacting us.
Every order we send out is packed with love by our Team Members who are fellow collectors and care about your package. Squishmallows are sent inside plastic bags to keep them safe and clean until they arrive in their new home.
Classifications of Injury
There are two classifications of Injured Squishmallows, each with explanations, descriptions and potential remedies. Please note we are not limited to the below options, and each inquiry is dealt with in a case-by-case manner.
These items are always brand new, unless otherwise stated, and have passed KellyToy Quality Control, no matter the defect. We do not receive any compensation or refunds in any of these cases. We do not sell used or returned Squishmallows, especially due to the COVID-19 Pandemic.
Classification One - Minor Injury (Minor Damage/Defect)
Squishmallows under this classification are not able to be replaced or refunded.
If you wish to return a Squishmallow that falls under this category, return postage is at the buyer's expense. Please see our Refunds policy.
- Loose thread or threads
- Dust/Dirt stains: please see our guide to Washing Your Squishmallow below for Official Information.
- Minor markings, not exceeding 2cm in size, each
- Minor ink runs/ink markings, not exceeding 2cm in size, each
- A missing or bent tag. All items are brand new and factory sealed before being sent out.
- Lopsided features
- Damaged box (Squishmallows unharmed)
- Imprints from other Squishmallows
- Protruding seam stitches or seam issues
The below information about loose threads is taken from the Official Squishmallows website, under the FAQ section:
"Squishmallows may have an extra thread sticking out from the factory, this is rare but does occur. If you see a thread that is undone, do not pull out the thread, instead, cut it off as close to the seam as possible or consider hemming to prevent further unraveling."
We also recommend in these cases, to wash the Squishmallow/s using the methods listed on the Official Squishmallows website. (Or, please see the below heading for this information)
Classification Two - Major Injury (Major Damage/Defect)
Squishmallows under this classification are dealt with on a case-by-case basis. Each remedy may be unique to the situation. We may not always be able to replace a Squishmallow that falls under this category, due to stock levels and/or international postage costs.
- Holes with or without pulled stitching, with protruded stuffing larger than 4cm.
- Slices/cut marks in the case of Customs opening the package and damaging the contents. Proof of Customs opening package is required, including but not limited to tracking information and images of the official Customs sticker. If there is other Customs damage aside from the aforementioned, please contact us immediately.
Squishmallows damaged during shipment: to move ahead with an Australia Post Claim, buyer's must take the packaging and contents into their local post office to begin a Claim. Photos and information is taken, and passed forward to Aus Post. If you do not do this, we cannot help. Due to Aus Post's new Claim rules, this must occur.
It also helps if the buyer has taken photos of how the package arrived to their door!
- Ink/Pen/Marker stains exceeding 5cm, each.
Partial Item Refund is the most common solution to this issue, as usually these are washable. Please see our guide below.
To place a claim, please contact us via email:
Please supply the following information in your Claim:
- Your full name / name on the order
- Your Order Number (not the tracking number)
- Description of what you have received, what has gone wrong and any relevant information. Such as if the box arrived damaged, etc.
- As many photos as you feel are relevant! Please ensure these are as high quality as possible, that way our Team may better determine what has gone wrong.
If this information is not supplied, this may slow down the process of the Claim.
Please do not contact us to begin a Claim via Social Media. Our Social Media Team Members are not allowed to make any order information changes, nor are given permission to address any Claims. For a Claim to be official, it must be emailed through to us. If it is not, we aren't able to begin a Claim.
Please remember that our Team Members are working hard to resolve issues and we ask that you please treat them with respect during the process of the Claim. If our Team Members are harassed or otherwise abused during the process of making a Claim, by Australian Consumer Laws, we reserve the right to refuse service to any customer not following our Terms of Service, as highlighted on its policy page.
Brickheads Collectables is within their rights to refuse a claim, for any number of reasons. However Brickheads always aims to resolve the issues brought forward.
Brickheads Collectables is also within their rights to change and add to these classifications as the situations arise, and act according to these rules with discretion in each unique case.
Washing Your Squishmallows
We highly recommend washing your Squishmallows, here are the methods shown as on the Official Squishmallows Website!
If you’ve happened to get something on your Squishmallow, do not worry!
Squishmallows are machine washable, and for small stains using a simple stain remover pen or wet wipe can help.
For regular washes, Squishmallows SHOULD NOT be washed on their own. Squishmallows should be washed with bedding and similar materials to ensure the machine does not damage them and so they will maintain their squish magic.
Make sure your washing machine isn’t set to high heat. It’s best to wash Squishmallows in COOL water only. After this, you can put your Squishmallow in the dryer and tumble dry it at low heat or air fluff. They don’t like to get too hot! You should NOT use a hairdryer, iron, or other handheld heated appliance to dry your Squishmallows.
The information on this page is subject to changes at any time.