Returns/Refund Policy

Returns and Refunds

How returns work depends on what you bought.

Ready-made products (like the Snuggling Cloud)

If you change your mind, you have 30 days from delivery to return any ready-made product. The item needs to be unused and in its original packaging. Email help@thesnugglingcompany.com with your order number and we will send return instructions. Return shipping is your responsibility unless the item is faulty.

Once we receive the returned item and confirm its condition, we process your refund to the original payment method (typically 5–10 business days).

Personalised products (Snugglies and Storybooks)

Because every Snuggly and personalised storybook is made to your specifications by hand, we built our process around getting it right before we make it — not fixing it after.

You see the design before we make anything. Every personalised order goes through three approval points: (1) the customisation form you complete at checkout, (2) a digital blueprint we send you for sign-off, and (3) in-progress photo updates from our studio. You can ask for revisions at the blueprint stage, free of charge, until you are happy. We only start making your Snuggly once you tell us to.

Once we have started making it. Sales become final at production sign-off. We are unable to accept returns or exchanges on personalised items after this point. This protects the time of our makers and keeps our pricing fair for everyone.

Storybooks. Digital storybooks: once delivered to your email, they cannot be refunded. We are happy to fix typos and re-deliver. Hardcover storybooks follow the same approval logic — we start printing after your sign-off.

If something arrives damaged, faulty, or doesn’t arrive at all

This applies to any product. Contact us within 14 days of delivery (or expected delivery) at help@thesnugglingcompany.com with your order number, a description of the issue, and photographs where relevant. We review your claim and respond within 48 hours. Depending on the issue we will offer a replacement, a partial refund, or a full refund.

Refund processing

Approved refunds go back to your original payment method. Bank processing times vary but typically take 5–10 business days. We will email you once the refund is issued.

Contact

Questions about returns, replacements, or refunds: help@thesnugglingcompany.com. Live chat available Mon–Fri, 9am–6pm BST.