FAQs
When in trouble?
If you have any urgent issues or concerns, please feel free to chat with our staff using the button below. We are always here to support you.
※Regarding return procedures: It will take approximately 6 to 12 business days from the time your package arrives here until the refund process is complete. We will process everything in the order received with care, so we appreciate your patience.
About the Product and Feel
1. What does a squishy feel like?
ilis squishies are made from carefully selected, high-quality slow-rebound material (urethane). When you squeeze them tightly in your palm, they "mochii" (springy and soft) sink in like a marshmallow, then "yukkuri" (slowly) return to their original shape over time, offering an exquisitely soothing tactile experience.
2. Does it have a scent?
Yes, each motif has a subtle, sweet vanilla or gentle fruity scent. Just placing them in a room will fill it with a soft, soothing aroma. We use mild fragrances that are not too strong, so even those sensitive to scents can use them with peace of mind.
Shipping & Delivery
1. How much is shipping?
Shipping is a flat rate of 600 yen. No matter how many items you purchase, there will be no additional shipping fees, so please collect as many of your favorite items as you like. Buying in bulk is a great deal!
2. How long does it take for an order to arrive?
After receiving your order, we will carefully pack and ship it within 1-3 business days. Once shipped, we will send you a tracking number via email so you can check the status of your package. It will arrive in approximately 5-12 days.
Returns & Exchanges
1. What if there's a problem with the product I received?
While we meticulously inspect each item before delivery, should there be any defect or damage, we will promptly replace it with a new product. We apologize for the inconvenience, but please contact us via the [Inquiry Window] or email within 7 days of product arrival. ilis will take responsibility and provide compassionate support until the issue is resolved.
2. Can I cancel my order?
You can cancel your order at any time before the item is shipped. Once the shipping process begins, cancellations become difficult, so we would appreciate it if you could send us a message as soon as possible if you wish to make changes.