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If you don't find the answer to your question - please contact us. We're available via live chat, the phone and email - 9am-6pm UK time, Monday to Friday. 

Click here to get in touch with us 

 

     

    PLACING AN ORDER

    From the point of ordering, the process goes as follows (personalised products):

    1. Our art and graphics team will work up your picture and will remove its background, and where relevant for 'cut & sew products like our 3D pet cushion, draw the sewing 'hemline' around the outline of your pet/s.

    2. We'll share this preview in 3 working days or so with you, for you to approve. You can request as many edits as you need to ensure we get this perfect for you 

    3. Once approved, we produce your product. For products like mugs, water bottles and apparel we use direct to garment printing techniques. For cut & sew products, we then  hand-sew the product to complete your personalised pet product

    1. Some of our products offer personalisation/customization options. Where this is applicable you'll see a black button which invites you to upload your pets picture and if relevant to the product (example, our mugs) you can also add custom text, such as your pets name. When uploading, you get the chance to upload from your device or we can capture products from your Instagram or other such social media sources. Don't worry if you forgot to do this, we will contact you over email or the phone if this happens, no drama. 

    Once done OR if it's a non-customizable product simply click “Add to Cart”. You will see a number appear next to the shopping bag icon indicating the number of items you have in your cart. 


    2. When you are ready to check out, navigate to the checkout. The add to cart button will change to proceed to checkout to help you navigate accordingly. 


    3. Proceed to checkout through our secure system, which is powered by Shopify/Swipe payments. You can also use popular and trusted payment gateways such as PayPal if you'd prefer. 

    No, you may place an order as a guest. However, we highly recommend that you sign up for an account so you can track and review purchases from your account. You can also save your address and personal details which will allow for a smoother shopping experience next time. 

    Of course We all suffer from an occasional bout of buyers remorse, especially when making purchases driven by the heart, and anything relating to our furry friends sure counts!Therefore we offer a full 24 hour cooling-off period in which you can cancel the order and get a full refund. If you miss this window, please contact us ASAP and if the product has not shipped, we'll cancel your order immediately. Therefore in general we ask that you cancel an order ASAP because a lot of our products are custom made and as such we won't have the chance to sell them again.If the item has already been shipped, then it becomes a refund - please see below

    Shipping & Order Tracking

    As a recap - here is what happens after you order. From the point of ordering, the process goes as follows (personalised products):

    1. Our art and graphics team will work up your picture and will remove its background, and where relevant for 'cut & sew products like our 3D pet cushion, draw the sewing 'hemline' around the outline of your pet/s.

    2. We'll share this preview in 3 working days or so with you, for you to approve. You can request as many edits as you need to ensure we get this perfect for you 

    3. Once approved, we produce your product. For products like mugs, water bottles and apparel we use direct to garment printing techniques. For cut & sew products, we then  hand-sew the product to complete your personalised pet product

    4. We pack and ship it, and it takes around 9-12 working days thereafter

    Please note that after we ship your product you'll receive an email with tracking. Please see order tracking below

    We have a dedicated order tracking section on our site - please visit here

    You will need your order number and your booking/ordering email address

    This system connects in with our shipping couriers to pull the latest estimated delivery timing for your order. We additionally have a rolling model worked into this system which looks at the last 250 orders in your location to help forecast delivery times. 

    From time to time, some orders do arrive later than our forecast. With the current global COVID-19 pandemic, some orders are taking slightly longer then usual. The main course is customs clearances are taking longer and with less general air travel, air freight times are slipping slightly. 

    Our forecasts are only forecasts, and we're relying on the 3rd party delivery couriers which we use. All deliveries are tracked and insured, so we will always be able to ultimately resolve any issues. 

    However if your item is 1 week over-due - please contact us ASAP with your booking email and your order number and make us aware. Our team will contact the courier and will get an update from them (please allow 4 working days for this process, as we're at the mercy of their response times which are often stretched). We'll chase the parcel down and if the courier can't locate it for any reason, we'll ship a free replacement immediately for you 

    Picture guidance

    This is no problem at all. Please forward your order confirmation email with your picture to support@squishyfacedcrew.com 

    Alternatively email your picture with your order number to support@squishyfacedcrew.com and we will update your order ASAP. 

    We have created thousands of these custom pillows, and along the journey we have learned a thing or two about what pictures work best and which don't. If you share a picture which we don't feel is optimal, we will contact you on the email which you used to order, and we will advice and work with you to find a more suitable picture. We will not just create sub-optimal pillows, and remember you get an approval step before we print, so there's plenty of chances to catch this problem early

    Many of our products are designed to accommodate multiple pets, such as our 'The Detectives' range (as one example).

    We get asked this a lot for our 3D pet pillow product. Whilst we believe the pillow works best with one pet per pillow, we can create pillows with multiple pets on them. Generally we need the pets to be close together or touching, but if that's not possible, you can share multiple pictures and leave the rest to our team!

    This is a great question, and the picture you submit will make or break the final outcome. Below is our simple guide: 

    Outdoor pictures work best - the light is most conducive to capturing your pets fur colour. If this isn't possible, as much natural light as possible is recommended and definitely try and avoid camera flashlights, they tend to 'wash out' the picture. 

    Full body in frame - these pillows aim to capture the form of your pet, so try and share pictures which have the pets full body in view. Alternatively, if you'd prefer, just share your pets beautiful face and we can make a pets face pillow instead :)

    Favourite pictures - at the end of the day, these pillows are keepsakes to remind you of your pet, so a favourite picture often trumps all other advice. 

    Remember, we are here to help guide you. Once you have submitted your picture, our team will review it before we make the design proof (mock-up) for your order. If we see a problem, we'll email you ASAP. Otherwise, you will be able to review the design proof and you can make unlimited edits until you're happy - and this includes the option to entirely swap the picture. So no stress!

    We get asked this a lot! and the answer is we can turn any cherished picture into a pillow in the shape of that picture - whether it's a motorbike, an anime girlfriend, a newborn baby or a much missed family member - and they're just some of the real examples which we have done! So yes we can make any picture into an awesome cushion for you :)

    Our direct to garment products ship from the USA and the UK. Direct to garment includes products like our t-shirts, canvas art, mugs and bottles. 

    Our cut and sew products ship out of either the UK or China. 

    In all instances we balance where we ship from depending on 1. the volume of orders in each facility (to manage production time) and the delivery time to your shipping address - in short we're trying to get you your product ASAP. 

    If you have a preference on where we ship from - e.g. 'not from China', you may let us know as you order and we will ship accordingly 

    Our Guarantee

    Our Unique Happiness Guarantee 

    We're incredibly proud of the craftsmanship which goes into our 3D pillows, and our thousands of happy customers stand as testament to it. Many of you trust us to create special pillows to remember lost friends and we take our job very seriously.

    Our #1 priority is for you to be so delighted with your order that you screech about us from the rooftops! So no questions asked, no ifs, no ands, no buts - if you have a problem we will solve it. We'll refund it, replace it, if the dog eats it we'll send you a new one (within first 90 days). Our team is here to help, just reach out. Happiness. Guaranteed. 

    Please contact us at support@squishyfacedcrew.com with your order number 

    Please detail the bits which you're not happy about and we'll be in touch to start putting it right - within 48 business hours

    Join our VIP Club (FYI That's Very Important Pups)