We certainly hope you love your new Shnuggle products and if you have any queries please contact us first on firstname.lastname@example.org and we will try to help as best as we can. However, if your mind is made up and you wish to return your items please see return information below:
Change of mind
If you have changed your mind and wish to your return your item please contact email@example.com for authorisation with the following information:
- Order number
- Item you wish to return
- Reason for return
You have up to 30 days of receipt of goods to return and they must meet the following criteria:
- The product hasn’t been used
- In its original packaging, undamaged and in a resaleable condition
The cost of returning the item will not be reimbursed and we recommend you use a postal service that insures you for the value of the goods and allows you to track your parcel. Please include your returns slip with order details in the return so we can easily identify this when back in our warehouse.
What products cannot be returned?
We are unable to offer refunds on the following items due to health and hygiene reasons if the original packaging has been opened and unsealed:
- Dressing sets
Nursery furniture which has been assembled cannot be returned unless there is a fault in which case, we can investigate this for you and get it fixed. Once the item has been processed and authorised your refund will include the full price of goods. For bundles with single items returned this will be calculated by the percentage of the price in which you purchased it at. The refund will be issued to the original payment method used and will be completed within 14 days of receipt of the goods.
Please note: failure to send goods back in the conditions outlined above we will be unable to issue a refund.
Wrong product ordered
We can understand items may have been ordered by mistake but not to worry, if you have noticed this please get in touch as soon as you can and if it hasn’t left our warehouse we can refund and cancel the order for you (orders normally ship the next working day of the order being placed). For orders that have already left our warehouse we ask you to accept the delivery and have the items sent back to us unopened and in their original packaging. The cost of returning this will not be reimbursed.
Delivery Damage/Product Damage
We appreciate that parents like to plan in advance of babies arrival and all items purchased aren’t for immediate use so to avoid disappointment on opening we would ask that all your parcels are checked thoroughly on arrival and then in the unlikely event that you are not completely satisfied with the condition of how your order has arrived we ask you to contact us with images of any damage to the item and the packaging within 5 days of delivery so that any problems can be rectified immediately. Replacement parts can be sent out at our cost to fix the issue promptly.
Fault under guarantee
Shnuggle guarantees all products for 12 months from the purchase date. This will cover replacement parts shipped to you at our cost, if you need a replacement part under guarantee simply contact us with your proof of purchase and a description of fault/images and we will get things fixed for you.
Please note our guarantee does not cover the items for a) general wear & tear, b) damage due to not following the care label and c) stains or spills
Please note: if you have placed an order to a UK shipping agent address any replacement parts/replacements can only be sent to the UK address your original order was sent to. We do not ship overseas.