Where do you deliver to?
We offer worldwide shipping to any postal address globally.
How much will I have to pay for shipping?
For UK deliveries the following rates apply:
Standard shipping is £4.99 or FREE if your order is over £50 & it will take 2-3 business days to arrive from ordering.
Express Shipping is available at £7.99. For orders over £99 we offer free express shipping in the UK. If your order is placed before 1pm you will receive your order the next working day with express shipping.
International Deliveries:
Entering your address details at ‘Checkout’ will calculate the cost to deliver to your country. Any duty or other fees that you might need to pay at delivery according to local regulations are not included.
Your cart value must be over £150 in order to proceed through checkout with an international shipping address.
International shipping times range from 5-18 working days dependant on your country. It is important to input your email address & phone number when ordering. You will receive email/sms updates once your order has shipped.
Please note that international orders may be subject to customs duties or import taxes upon arrival in your country. These charges are not included in your order total and must be paid by the recipient. We are not responsible for delays due to customs processing.
Which courier do you use?
We use DPD for all UK deliveries. A fully tracked & insured service with 1 hour delivery time slots & GPS delivery images available.
We use DHL Express for all International orders.
What if I don’t receive my order?
If your order tracking says ‘delivered’ but you still haven’t received your package, please contact our Customer Service team and we’ll do our best to track it down to you. In the rare case it is lost, we’ll investigate the problem with DPD & issue you a refund or ship a substitute again.
Failed Deliveries
If a parcel is returned to us due to a failed delivery, we will review the reason before proceeding. In cases where the delivery failed due to a courier error and the address provided was correct, we will resend the item or offer a full refund at no additional cost.
However, if the parcel is returned due to an incomplete or incorrect address entered at checkout, multiple missed delivery attempts, refusal of delivery, or failure to collect from a designated pickup point, we reserve the right to deduct the original shipping cost from your refund or charge a redelivery fee. We will always contact you first to confirm how you would like to proceed.
Can I return my order?
Yes, we offer very flexible returns options and if for whatever reason you are not satisfied with your purchase you can return it to us within 14 days by following our returns policy guidelines.
How do I return a product?
If, for whatever reason, you would like to return your order, simply follow the instructions on your returns form (provided with each parcel), provide as much information as possible about why you want to return it to help speed things up on our side. All return postage costs are covered by you, the customer, unless evidence is provided that the item is damaged or you’ve received the wrong item.
Can I get a refund?
Yes, if you are complying with our returns policy we’ll issue you a refund within 1-2 working days after we’ve processed your return.
If you have any questions regarding delivery or shipping, please email us on help@snuggy.com