What delivery options are available?
We currently offer deliveries to the UK only which will take 1-2 working days from the date of dispatch. If delays are anticipated, you will be contacted by email with an update on your estimated new delivery date and time.
If I am ordering from Non-EU countries, am I liable for import taxes?
We currently do not ship outside of the United Kingdom.
Do you deliver to British Forces Post Office (BFPO)?
Unfortunately, UNSQUASHABLE do not currently deliver to British Forces Post Office (BFPO).
How will I know that my order been dispatched?
As soon as your order has been dispatched from our warehouse you will be sent an automatic email to confirm an approximate delivery date. If your order has been sent on a tracked service, the email will include tracking details and a link to the courier website.
Collections from our warehouses are Monday to Friday. If your parcel is marked as dispatched after 3pm or on Saturday or Sunday, it will be collected on the next working day. From the next working day after that you will be able to track it on the courier's website.
Tracking information on the courier's website may not be available until the following working day after dispatch.
How can I track the delivery of my order?
As soon as your order has been dispatched from our warehouse you will be sent an automatic email to confirm an approximate delivery date. If your order has been sent on a tracked service, the email will include tracking details and a link to the courier website. Please note that tracking information on the courier's website may not be available until the following working day after dispatch.
If your delivery has been sent via DPD Courier: please enter your 10-digit reference number in the 'Quick Track' box once available on the DPD website. The full delivery status of your order will then be shown. All deliveries will need to be signed for between 9.00am and 6.00pm. Deliveries within the UK are sent on a next working day service and to the Republic of Ireland two working days. If you miss the delivery, a card will be left and DPD will attempt to deliver the next working day. If you need to contact DPD regarding delivery of your order, please call DPD customer service on 08445 560 560.
What happens if I'm not at my delivery address at the time of delivery?
If you are out at the time the courier delivers your order, Royal Mail or DPD will leave a card explaining where the parcel is being held alongside with relevant contact details. If someone else is at the address they may sign for the parcel as the courier is contracted to deliver the parcel to the address stated, not the person. If you haven't received your parcel or a card within the expected delivery time you can track your parcel using the information provided in your order confirmation email.
If you require further assistance, you can email firstname.lastname@example.org
Do you deliver to an alternative/work address?
We ask that you provide the correct billing address details when submitting your order, but you may change the delivery address to an alternative residential or business address. If you request a business address for delivery, please make sure you enter the address as completely as possible including, if necessary, business name, building name, floor, department etc.
Please note that currently we do not ship outside of the United Kingdom.
What should I do if I don't receive the parcel within expected delivery time?
DPD: all parcels sent by DPD are trackable by using the reference number provided in your dispatch email. By clicking on the link in the email this will re-direct you to the DPD website; or you can visit https://track.dpd.co.uk/ and copy and paste your tracking number into the website to receive updates. Even if there has been a delay there should be a clear indication where the parcel is and potentially the cause of the delay.
In the first instance, we ask the customers contact DPD direct who should be able to provide more detail regarding any delays. DPD may request further information to locate your address.
If you do not receive an adequate response from DPD, please email email@example.com
Royal Mail: orders that are despatched by Royal Mail are non-trackable. You will be informed in your order confirmation email if your order has been despatched by Royal Mail along with confirmation of when you can expect to receive your order. If you have not received your parcel within 3 working days and a card has been left detailing an attempted delivery, please email firstname.lastname@example.org
Please note that in the unlikely event that your order has been lost by Royal Mail, we must wait 15 working days until Royal Mail will classify the parcel as lost. We will monitor all parcels that are considered be lost and will keep you updated of all developments.
You can email email@example.com at anytime for an update regarding your parcel.
Can I refuse my parcel?
If you wish to refuse your parcel or have refused delivery due to you not wanting the order, you will be liable for any costs that we have incurred from our courier.
You may however refuse your parcel if there is something wrong with your order, something is missing, or the package is already opened or damaged.
What happens if the courier loses my parcel?
In the unlikely event of your parcel has been lost by the courier, we will be responsible for making communication with the courier, including the eventual claim for the lost items.
Once the courier classifies a parcel as lost, we can process a replacement or refund immediately.
What happens if my parcel is damaged upon receipt?
If the outer packaging of your parcel is open or damaged, we suggest you check all items are present and not damaged before signing for the parcel.
If there any items are missing or damaged, you should refuse delivery and email firstname.lastname@example.org immediately in order that we can contact the courier and make appropriate arrangements.
What should I do if I receive the wrong item?
In the unlikely event that we have sent you the wrong product, we will refund the cost of return postage back to the card used to purchase the item(s) and despatch the correct product upon receipt of the product being returned and received by us by recorded delivery with a covering letter providing details of your order and any incorrect items. To avoid any delays, please include the receipt for postage in your returned parcel.
I have received a faulty item, how do I resolve this?
In the unlikely event that goods are faulty upon receipt, please email email@example.com in order that we resolve the matter as quickly as possible.
An item is missing from my order, how do I resolve this?
In the unlikely event that your order is incomplete, please check your dispatch notification email to see if any of your items are to me despatched separately.
If the dispatch note says an item should be in your parcel but it isn't, please email firstname.lastname@example.org, providing all relevant details including your order number, product code and description of item(s) missing in order that we resolve the matter as quickly as possible.