SquishyFacedCrew Policy for Replacement of goods, Exchange of goods, refunds and Order Amendment or cancellation:

When you order from SquishyFacedCrew, you're covered by our 90 day 'happiness guarantee'. This covers you for 90 days from the point of order, and means we (SquishyFacedCrew) will take all reasonable measures to ensure you're 100% happy with your order. This includes free replacement products and full refunds if we're unable to provide a satisfactory replacement or other solution. 

Replacement of goods

Our products are designed, printed and processed by humans, and sadly sometimes mistakes do happen. Therefore, as much as we want to have a 100% error free production, from time to time there is sometimes an issue, we will accept the following reasons below for a free replacement:

1. You received the wrong order ( e.g., size, colour, design )
2. Your product was lost in transit: We work with global couriers, and where possible used fully tracked delivery. We will work with you to locate your product, and if its lost, we will replace it as quickly as possible, free of charge
3. Faulty items ( e.g., seams destroyed, poor print quality). Please note - the customer is responsible for providing a clear, high resolution and unobstructed (featuring the pets whole body) photograph. We do not edit photos, and work with what we are given. If your original photograph was imperfect, at our sole discretion, we may offer a free replacement using an alternative photo.  

Normal Imperfection is not included on this such as white streaks on seams, or underarms, or slightly different colourings from the picture provided to the product - as we are printing direct-to-garment, the pantone colours will often be slightly different to an image which is the unavoidable nature of such printing. 

Note: Please be prepared to provide images for the claims, you don't need to return the items received if these are the cases.

Exchange of Goods

Please be aware that exchanging custom/personalised goods is very difficult on the basis that each product is printed bespoke for each pet owner with their pet/s. So please do take care to read the size information which we provide with clothing products to ensure you order the correct size and understand our interpretation of terms like 'small' and 'large'. Exchanges in these situations sadly lead to product wastage as they have no value for other customers because of the bespoke nature. 

We only accept exchange of size with the same item/product only, for FREE. This is only applicable to (1 to 2 pcs only) T-shirts and tank tops. Other products such as hoodies, jackets, sweatshirts, etc are not free. (These products cost are high as well as shipping rate for us to make it FREE). We will always those work to provide the cheapest possible exchange price for customers. 

For exchanges, we must receive the goods back to our printing facility in the United Kingdom. With the return package, we request that you add a note to confirm the new size which you would like to exchange the goods for. Our client support team will work with you here to ensure we get it right second time around. 

Below are not possible for T-shirt/Tank Top exchange:

• Request different design instead of the ordered design
• Request a different t-shirt or item color instead.
• Request to exchange anything from adult to kids product or vice versa

Exchanging the 3D pet Pillow product: 

We cannot exchange the 3D pet pillow free of charge. In the scenario where you're looking to exchange for a larger size, our team will provide an exchange cost. Please contact customer services.

Refunds

Please note, we do not process refunds for the following reasons;

 

1. You don't like the product (example; fabric or design)
2. Change of mind
3. Does not fit - please see 'exchange of goods' sections above

Important: Request for replacement, exchange, and a refund should be STRICTLY WITHIN 90 DAYS TIME FRAME ONLY from the date that you received the order or for loss in transit 1.5-2 months only from the time we shipped.

Cancellation and Order Amendment:

The majority of our personalised products - those which we amend or design on a customer by customer basis - have two phases during which you can cancel your order. Please contact us as quickly as possible to maximise the chances of being able to successfully cancel your order; 

• Phase one - designing. Once we have a confirmed order from you with an agreed image of your pet, we will begin work on designing your product. This will conclude with you getting custom previews of your product. You are free to cancel at any stage during this process, free of charge 
• Phase two - production. Once the design is approved, we move to production. We have a time frame for the processing and production of orders, which is 3-5 business days (5-7 for cut and sew products - such as our 3D pet pillow product). These are only average time frames we may be able to process and ship the orders as early as a 1st business day.

Cancellation is only possible if the order has not been printed or manufactured yet. 

Order amendment (e.g., size & color) is only possible if the order has not been printed yet. Shipping address update is only possible if the order has not been shipped yet. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@squishyfacedcrew.com