Refund policy
Refunds Related to Shipping
We do not offer refunds for delivery delays on non-guaranteed services.
Evri / Royal Mail 24 Tracked
This is not a guaranteed delivery service.
Delivery times are estimates only.
Delays caused by the courier, weather, peak periods, or incorrect delivery details are not grounds for a refund or replacement.
If your order is time-sensitive, you must select Royal Mail Special Delivery at checkout.
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Royal Mail Special Delivery
Refunds for delivery delays are only considered where Royal Mail confirms the guaranteed service was not met.
Postage costs are non-refundable for delays caused by postcode restrictions, failed delivery attempts, or incorrect address details.
Personalised Orders
Personalised items are made to order and are non-refundable once production has started.
Delivery delays do not qualify for refunds on personalised orders.
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Holiday Periods: Orders placed during Bank Holidays will be dispatched the next working day. No Royal Mail deliveries on Bank Holidays.
Delivery Notifications: You will receive updates on any delays via text or email from Royal Mail. Please ensure your shipping address is correct. Incomplete or incorrect addresses, or missed deliveries, may result in delayed orders.
Can I get a refund?
Of course! If you've had a change of heart, we're more than happy to refund your order, but there are a few conditions to bear in mind:
1. Refund Policy Duration: Our refund policy lasts for 28 days from the date of your purchase. Within this timeframe, you must notify us within 14 days of receiving your order and return the items to us within the 28-day period.
2. Authorised Returns: Please ensure that any returns are carefully packaged in their original packaging to prevent damage during transit. It's important to note that if we've personalised your order with a handwritten gift message or gift-wrapped your box, a 25% restocking fee will be applied to the returned product. We reserve the right to refuse returns that do not meet the above mentioned standards.
3. Time Limit: Unfortunately, if 28 days have passed since your purchase, we won’t be able to offer you a refund or exchange.
4. Shipping Costs: You are responsible for covering the shipping costs for returning your item, and these costs are non-refundable. If you do receive a refund, the cost of return shipping will be deducted from your refund amount.
5. Exchange Timeframe: Depending on your location, the time it takes for your exchanged product to reach you may vary.
6. Proof of Purchase: To complete your return, we require an order confirmation as proof of purchase.
7. Return Address: Please do not send your purchase back to the manufacturer. Instead, return it to Building 1 , Station Road , Radstock , BA3 2BJ. However, please make sure to contact us first at hello@snugandstill.com before sending anything back.
8. Delivery: Once an order is marked as delivered to the address provided, snug and still cannot be held responsible for missing items unless our courier confirms a delivery issue.
We understand that circumstances can change, but we hope this policy helps to clarify our procedures and ensures a smooth process for all involved.
Order amendments
We have a 30 minute window for any order amendments that you would like to make after you place your order. Should you wish to make any amendments to your order (such as swap products, change gift messages, change a shipping address, cancel your order, or request a refund) these changes must be requested within 30 minutes of you placing your order on the website. We will try and be as accommodating as possible but we try to ship your order as quickly and efficiently as possible sometimes we aren't able to edit orders.
Please email hello@snugandstill.com for more information or to request an order amendment.
