When a loaf falls flat
Returns and problems with a Kiibru squishy: what to check first, and how returns work through the partner store.
Check these first
It is not rising slowly. Warm rooms make foam faster. Try timing it again in a normal room after a day of gentle squeezing.
It feels firm. New foam softens with use. A few days of pressing usually brings out the full squish.
It smells too strong, or barely at all. Scent is strongest when new and fades with air. People also notice scent very differently; one person's strawberry is another's faint sweet.
Returning a squishy
Returns, refunds and replacements are handled by the partner store you ordered from. Open the order in your account there and follow its return steps; the return window and any conditions are shown on that page. We do not hold stock and cannot accept parcels at our address.
Torn or peeling
If a squishy arrives torn or with paint missing, photograph it and use the partner store's return or replacement option. For tears that appear later, our care notes explain how to stop a small split from spreading.
Still stuck? Ring the counter bell and we will help you work out what is going on.