Frequently Asked Questions

Quick answers to common questions about ordering, delivery, returns and care. If you can’t find what you need, our UK team is happy to help.

Orders & Account

How do I create or update my account details?

Go to Account on our site to sign in or create an account. From there you can update your name, email, password and saved delivery addresses.

Can I add items to an order I just placed?

We dispatch quickly, so changes aren’t guaranteed. The fastest option is to place a new order. If both orders haven’t shipped, we’ll try to combine them and adjust postage where possible.

Can I cancel or edit my order?

If your order hasn’t shipped, contact us immediately (subject line: URGENT – Order #) with the change you need. If the parcel has shipped, please use our returns process instead.

I entered the wrong address — what should I do?

Contact us straight away with the correct address. We can amend it if the label hasn’t been printed. After dispatch, rerouting isn’t guaranteed but we’ll do our best with the carrier.

Shipping & Delivery

How long does UK delivery take?

Standard UK: typically 2–4 working days
Express UK: typically 1–2 working days

We dispatch Monday–Friday (excluding UK bank holidays). Exact options and costs appear at checkout.

Do you offer free UK delivery?

Yes — free standard delivery applies on orders over £40. Orders under this threshold show delivery fees at checkout.

How do I track my order?

You’ll receive a shipping email with your tracking link once your parcel is with the carrier. You can also track via your account using your order number and email.

My parcel is delayed, lost or arrived damaged — what should I do?

Delayed: Many late parcels arrive within 48 hours. If there’s no movement for 7 working days, contact us.
Lost: We’ll investigate with the carrier. If confirmed lost (usually after 3 working days of no scan), we’ll offer a replacement or refund.
Damaged: Photograph the packaging and items and contact us within 7 days so we can resolve it quickly.

Do you ship internationally?

Yes, we do. International shipping rates, delivery times, and any applicable customs duties or taxes are calculated at checkout based on your location. Please note that delivery times may vary depending on the destination and local postal services.

Returns, Refunds & Warranty

What is your returns policy?

We offer a 30-day return window for unused items in original packaging and resaleable condition. Hygiene-sensitive items (e.g., pillows, duvets, protectors) are returnable only if unopened and sealed, unless faulty. See our full policy: Return Policy.

How do I start a return?

Email help@snuggery.co.uk (subject: Return – Order #) or use our returns portal if available. We’ll send your RMA and instructions. Use a tracked service and keep proof of postage.

Who pays for return postage?

Change-of-mind: you cover return postage.
Faulty/incorrect: we provide a prepaid label or reimburse reasonable costs (UK only unless otherwise agreed).

When will I receive my refund?

We aim to process refunds within 10 working days after your return is received and inspected. Your bank/PayPal/BNPL provider may take an additional 10 working days to credit the funds. See: Refund Policy.

Is there a product warranty?

Yes — manufacturing defects are covered. Please refer to the product page or contact us with details and photos so we can help with a repair, replacement or refund where applicable.

Products, Sizing & Care

Which duvet tog should I choose?

As a UK guide:

4.5 tog: summer or warm rooms
10.5 tog: versatile, year-round use
12–13.5 tog: cooler rooms or winter

Personal preference and room temperature will vary — choose the level of warmth that suits how you sleep.

Do your sizes follow UK standards?

Yes — Single, Double, King and Super King follow UK dimensions. Each product page lists exact measurements in centimetres for clarity.

How do I wash and care for my bedding?

Always follow the care label. General guidance:

Percale & Sateen: wash 30–40 °C with gentle liquid detergent; tumble low and remove promptly.
Linen: machine wash; line dry where possible; tumble low and remove slightly damp.
Duvets & Pillows: check filling type; some require large-capacity machines or spot cleaning only.

Are your fabrics certified?

Where indicated, our textiles are independently certified (e.g., OEKO-TEX® Standard 100). Look for certification on individual product pages.

Payments

Which payment methods do you accept?

Major debit/credit cards (Visa, MasterCard, American Express), PayPal and — subject to eligibility — Buy Now Pay Later options such as Klarna and Clearpay.

When am I charged?

Card and PayPal payments are captured at checkout. BNPL payments are managed by the provider; check their app for your schedule and terms.

Contact

How can I reach you?

Email: help@snuggery.co.uk
Address: Bartle House, 9 Oxford Court, Manchester, England, M2 3WQ

Can’t find your answer? Send us a message — we’re happy to help.