Cost and timings
For all UK deliveries we use Royal Mail. This is a tracked service available Monday to Friday to most UK postcodes.
STANDARD DELIVERY
£3.99 for orders under £50
FREE for orders £50+
Covers all UK Mainland including Highlands & Islands
Delivery time: 2-5 working days
UK EXPRESS DELIVERY
£5.95
Delivery time: 1-2 working days
Delays might be expected during peak periods
Order Processing
- Orders are typically processed and dispatched within 1 working day of purchase
- Once your order has been dispatched, you will be provided with tracking information to track your order
- Estimated delivery times vary based on your chosen service type
If we are unable to fulfil any part of your order, we will inform you promptly and offer an alternative solution.
Carrier Delays
If your delivery is taking longer than expected, please contact us at hello@snuggz.com. We are happy to investigate and will liaise with the carrier on your behalf.
Stock Availability
Due to high volume of orders, there may be an out of stock possibility. If your order is delayed due to stock issues, we will notify you as soon as possible.
Delivery Address
Many customers enter an incorrect address or would like to reroute their delivery. If you need to make changes to your delivery address, please contact us immediately at hello@snuggz.com.
Returns
We know you will absolutely love your new Snuggz, however, if for any reason you are unhappy with your purchase and wish to return your Snuggz for a refund, please get in contact with us via the Contact Us page or hello@shopsnuggz.com.
We offer a 14 Days Returns Policy - you must contact us within 14 days from the day of purchase if you wish to request a return & refund.
The product being returned must be in an unused condition and returned with all ribbons and tags intact.
If your returned item arrives and is deemed unfit by our inspection team for any reason, we reserve the right to deny your refund.
If you need to return your Snuggz, please email the team with your order name and number, as well as the reason why you would like to return your item.
Once we have received your Snuggz and it has been inspected to ensure it is in an unused condition, we shall issue your refund. You are responsible for ensuring that your return arrives back with us and all return shipping costs are non-refundable.
Faulty or Incorrect Items
If your item arrives faulty, damaged, or incorrect, we're here to help make it right.
What We'll Do
- We'll arrange a replacement, exchange, or full refund at no additional cost to you
- Return shipping costs will be covered by Snuggz for faulty, damaged, or incorrect items
- No hassle — we'll make it right
What We Need From You
- Your order number
- Clear photos showing the fault or damage
- A brief description of the issue
Missing Deliveries
We understand how frustrating a missing delivery can be and we're here to help resolve it as quickly as possible.
What To Do
- If your order has not arrived within the estimated delivery timeframe, please allow a short additional period to account for potential courier delays
- If your parcel is still missing after this period, contact us at hello@snuggz.com within 7 days of the expected delivery date
We May Ask You To:
- Confirm your delivery address
- Check with neighbours or any safe places left by the courier
- Verify the tracking information provided in your dispatch email
Missing Items
If all parcels have arrived and nothing was marked as out of stock, but an item is missing from your order:
Investigation Process
- We'll open an investigation with the relevant carrier on your behalf
- Investigations typically take at least 20 working days, depending on the carrier
- We may ask for photographic evidence to support a carrier claim
Resolution
- If the parcel is confirmed lost, we'll offer a replacement or full refund
- If tracking shows the parcel as delivered, we'll work with you and the courier to review the case before issuing a resolution