Second thoughts

The short version

Returns are handled by the store you bought from, under their return policy, through their returns process. Start in your order history there rather than writing to us — we cannot authorise a return or issue a refund.

Wrong character, right product

This happens most often with the blind capsules, and it is not a fault. A sealed capsule is sold as an unknown character; getting one you already own is the designed outcome of the format, not a defect. Duplicates trade well among collectors, which is the usual remedy.

If a named listing arrived with a different character than the one on the page, that is a genuine error and the store will treat it as one.

Damaged or faulty

Photograph it before you do anything else, including the packaging it arrived in. Seam splits, a missing snack accessory or a cracked print are all manufacturing issues and the store will process them. Keep the hangtag if it is still attached; it identifies the production run.

Changed your mind

Most returns of this kind need the plush unused with its tags on, inside the store's stated window. A Snackle that has been hugged is difficult to return as unused, so if you are unsure about a size, decide before you open the box — our size guide exists for exactly that moment.

Tell us anyway

We do not process the return, but we do want to know about recurring faults. A note to treats@zurusnackles.pages.dev naming the character and the size helps us spot a pattern that individual return tickets never reveal to us.