How can we help?

Choose the keepsake you'd like to make: a Custom Plush made from a drawing or photo, or a Personalised Storybook starring your child. Pick your options, add to cart and check out securely.

Straight after checkout you'll get an email with your next step, whether that's sending us your picture or your Snuggling Studio invite.

Custom Plush: about 4 to 6 weeks from when you approve your mock-up to when it arrives.

Personalised Storybook: digital books are ready as soon as you approve them. Hardcovers are printed after you approve and then shipped to you.

Ready-made plush: packed and dispatched quickly with tracked delivery.

All timings are estimates and can vary with your location, customs and busy periods like Christmas and Eid.

Yes, always. For a Custom Plush we send you a digital mock-up and make free tweaks until you're happy. For a storybook you preview every illustrated page in the Snuggling Studio. Nothing is made or printed until you approve it.

We ship worldwide with tracked delivery, and shipping is free on orders over Dhs. 250. You'll see the exact shipping options and cost for your address at checkout. More detail is in our Shipping Policy.

We want you to love it. If your order arrives damaged, faulty or noticeably different from the design you approved, email us at help@thesnugglingcompany.com with your order number and a few photos and we'll put it right with a remake, repair or refund.

Email us at help@thesnugglingcompany.com and include your order number if you have one. We're around Monday to Friday, 9am to 6pm UK time. You can also use the contact options at the bottom of this page.

We accept Visa, Mastercard, American Express, Shop Pay and Apple Pay. All payments go through Shopify's secure, encrypted checkout.

Of course. Just enter the recipient's delivery address at checkout. You can also add our Gift Box, a sturdy presentation box with a ribbon and a note card you can write on.

Please email help@thesnugglingcompany.com as soon as possible. Because custom plush and storybooks are made just for you, we can usually only change or cancel them before design work begins. Ready-made items can be changed or cancelled until they've been dispatched.

We'll always do our best, but custom pieces take time and we can't guarantee a delivery date unless we've confirmed it with you in writing. If you're ordering for a birthday or event, order early and email help@thesnugglingcompany.com before you buy so we can tell you what's realistic.

Yes. Extra plush or extra copies of a storybook make lovely gifts for siblings, grandparents or a second home. Add as many as you like, or email us if you'd like duplicates of a design you've already approved.

Almost anything you can picture: a child's drawing, a photo of your pet, a favourite character they invented, or any picture that means something to you. Wonky smiles and extra legs are all part of the charm.

The clearest pictures you have. Helpful extras include:

• A front view, plus a side or back view if you have one
• Colour notes, for example "the tail should be bright green"
• Any details that really matter to you, like a name, a patch or a special marking

For pets, a few photos from different angles help us capture them properly.

Small is about 12 inches, easy for little hands and great for travel. Medium is about 16 inches and our most popular size. Large is about 24 inches for an extra-big hug.

After you send your picture, our designer turns it into a plush-friendly design and emails you a digital mock-up. You can ask for tweaks for free. Once you approve it, we start making your Snuggly.

If we need to ask you a question, your timeline pauses until you reply, so keep an eye on your inbox.

We stay as true to the original as we can, keeping all the quirks that make it special. Sometimes we need to adjust proportions or simplify tiny details so the plush is soft, sturdy and safe to cuddle. You'll see all of this in your mock-up before anything is made.

Gently spot-clean with a damp cloth and mild soap, then let it air dry. Full care instructions come with every plush.

After you order, a personal link to the Snuggling Studio lands in your inbox within minutes. Share your child's name, age and favourite things, then watch every illustrated page come to life. Change anything until it feels right and approve it when you're happy.

Digital: delivered to your inbox and readable on any phone, tablet or laptop.

Hardcover: printed and shipped to your door, ready for the bookshelf.

Hardcover + Digital: both, so you can start reading straight away while the printed copy is on its way.

It usually arrives within a few minutes. Check your spam or promotions folder and make sure the email address on your order is correct. Still nothing? Email help@thesnugglingcompany.com with your order number and we'll resend it.

You can change anything while you're in the Studio. Once you approve a hardcover it goes to print, so changes may no longer be possible. If you've spotted something, email help@thesnugglingcompany.com straight away and we'll see what we can do.

Yes. Every story is warm, imaginative and age-appropriate, and our hardcovers use eco-conscious printing.

Shipping is free on orders over Dhs. 250. For smaller orders, the cost for your address is shown at checkout before you pay.

When your order ships you'll get an email with a tracking link. You can also check it any time on our Track Your Order page. Tracking can take a day or two to update after dispatch.

For international orders, your country may charge customs duties, import taxes or handling fees. Unless checkout says otherwise, these aren't included in our prices and are paid by the recipient. See our Shipping Policy for details.

Email help@thesnugglingcompany.com straight away with your order number and the correct address. We'll do our best, but we can't guarantee a change once your order is in production or has been dispatched.

Sometimes we send items separately so you're not kept waiting, for example when a ready-made item is ready before a custom one. Each parcel then gets its own tracking number.

You can request a return on eligible ready-made items within 30 days of receiving them. Items need to be unused, in their original condition and packaging, with any tags attached. Please email help@thesnugglingcompany.com before sending anything back so we can give you return instructions. Full details are in our Returns Policy.

Because these are made just for you, they can't be returned for a change of mind. If one arrives damaged, faulty or noticeably different from the design you approved, we'll make it right.

Once your return is approved, we process your refund to your original payment method within 10 business days. Your bank may take a little longer to show it. If it's been more than 15 business days, email help@thesnugglingcompany.com.

Return shipping is usually paid by the customer. If the item arrived damaged, faulty or wasn't what you ordered, we'll let you know if we'll cover it.

Yes. For orders delivered in the EU, you can cancel or return eligible items within 14 days of receiving them, for any reason. This doesn't usually apply to custom or personalised items made especially for you. See our Returns Policy.

We're so sorry. Please email help@thesnugglingcompany.com as soon as you can with your order number, a short description and clear photos of the item and the packaging. Keep the packaging for now, as the carrier may need to see it.

Please email help@thesnugglingcompany.com with your order number and a photo of what you received, and we'll sort it out quickly.

First check your tracking link, as parcels sometimes pause at customs or a local depot. If it hasn't moved for a while, email help@thesnugglingcompany.com with your order number and tracking number and we'll chase it with the carrier.

Check your spam or promotions folder first. If it's not there, the email address may have a typo. Email help@thesnugglingcompany.com with your name and the date you ordered and we'll find it.

We're a small keepsake studio that turns children's drawings, pet photos and treasured memories into soft plush companions and personalised storybooks. The Snuggling Company is a trading brand of Neurobay Ltd, registered in England and Wales.

We use the pictures and details you share to create and deliver your order, and we handle them in line with our Privacy Policy.

We'd love to hear from you. Email help@thesnugglingcompany.com with a little about your idea, whether it's a mascot, a class project or a collaboration.