Help
Please see our most frequently asked questions:
What's the best photo to use?
If you follow our photo guidelines then your photo is very likely good enough to use. A high-quality, front on image is ideal.
Will you crop the background of my photo?
Yes, our cushion creating experts will cut around your photo to remove everything in the background. Sit back and relax.
Can I see my Snugzy before it gets made?
Unfortunately, due to order volumes we can't show you a preview but we're working on it so please bare with us.
How long is delivery?
All orders are handmade and it varies depending on the product you've ordered. Your delivery timeframe will be stated when ordering and can also be found on your order confirmation. If your order has not arrived in the given time period then please get in touch with us.
How do I pay?
We accept all major credit/debit cards: MasterCard, Visa, Discover, Switch/Maestro and Solo. We also accept Apple Pay and PayPal.
How do I use my Promotional Code?
Discount and promotional codes can be entered in the shopping basket by entering your code into the discount/promo box and updating your cart to apply the discount.
Can I amend my order once completed?
If for any reason your order is incorrect or you wish to change something please notify us within 1 day of placing the order. After this time we cannot guarantee it can be changed due to orders being print almost immediately
Refunds/Returns
As all items are personalised and printed on demand we do not offer any refunds however if you have any queries or problems then do give us a call/email and we shall try our best to help you out! We also do not accept responsibility for any spelling errors, incorrect names or poor quality photo prints.
Where is my order?
If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with us, have you tried:
- Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.
- Checking if you have an attempted delivery card from the postal service. Your parcel may be awaiting collection at a local Post Office/delivery depot, or you may need to arrange redelivery.
- Checking with your neighbours to see if they've accepted the parcel on your behalf.
- Looking in any safe areas the driver may have left your parcel.
If you still can't find your parcel, please email us or use the contact us form and quote your order number. We'll reply within a few hours and do our best to locate your parcel straight away.
How do I return something to you?
If you are unhappy with your purchase then we will issue an exchange or refund as long as the item(s) are returned in a saleable condition. Email us via the contact form with the explanation for your return. We can then provide an address to send your returned items
Have you received my returned item(s)?
As soon as your return has been received and checked by our warehouse, we'll email you to let you know.
Can I put my Snugzy in the washing machine?
No, we would advise hand-washing. Please see steps below.
Step 1: Soak in cold water
Fill a bucket or sink with enough cold water to submerge the Snugzy
Step 2: Add detergent
Add a small amount of mild or gentle detergent to the water.
Step 3: Hand wash
Gently squeeze the Snugzy to saturate it with detergent. Don’t scrub too hard.
Step 4: Rinse
Refill the bucket or sink with clean, cold water or hold the Snugzy under cold running water and squeeze it gently to rinse out the detergent, avoiding wringing.
Step 5: Air dry
Air dry to help remove moisture and you can roll it in a clean, dry towel first.
If you cannot find an answer to your question above:
- Email us at: hello@snugzy.com