FAQ
Frequently Asked Questions
ABOUT THE SNUGGLES
What is The Snuggles? The Snuggles is a direct-to-consumer home-comfort brand. We make cozy, giftable comfort products — best known for the Cuddly Pillow™ — and we specialise in gifts for the women in your life: wives, mums, partners, sisters and best friends.
Do you have retail store locations? No. The Snuggles is online only. We sell exclusively through our website, the-snuggles.com.
How can I contact customer service? Email us at general@the-snuggles.com. We reply to every message; our average response time is 24–48 hours, and it can be longer during the holiday season.
Do you offer bulk or wholesale orders? Bulk and wholesale orders aren't our focus, but if you're interested, email general@the-snuggles.com and we'll be happy to discuss it.
Do you have discount codes or promotions? We run special promotions from time to time for people on our email list. Sign up on the-snuggles.com to receive them.
ORDERS & SHIPPING
How long does delivery take? Standard orders take up to 11 business days to arrive. Express shipping orders take 3–5 days. Processing time before dispatch can take up to 3 business days, depending on seasonality. Delivery times vary by product and country because we use different shipping lines.
Do you offer express shipping? Yes. Express shipping is available at checkout and takes 3–5 days to arrive.
Do you offer free shipping? Yes — shipping is free on orders above $150. We also run special free-shipping promotions from time to time.
Do you ship internationally? Yes — we ship worldwide. Our main markets are the United States, Canada, Australia and the United Kingdom, but we deliver to most countries globally.
How do I track my order? You don't need an account. Visit our Track Your Order page, enter your order details, and you'll see a live update on where your package is. You'll also receive a tracking link by email once your order ships.
Can I cancel my order after placing it? Contact us at general@the-snuggles.com as soon as possible with your order number. We process orders quickly, so we can't guarantee a cancellation once the order is in progress. If it has already shipped, you can return it under our return policy once it arrives.
Can I change my shipping address after ordering? Only before your order ships. Email general@the-snuggles.com right away with your order number and the new address and we'll update it free of charge. Once an order has shipped or is in transit, the address can no longer be changed.
My order is missing or hasn't arrived — what do I do? First check your tracking link. If your order hasn't arrived within 11 business days of dispatch, or tracking shows it as delivered but you don't have it, email general@the-snuggles.com with your order number and we'll investigate with the carrier and make it right.
RETURNS & REFUNDS
What is your return policy? We have a 14-day return policy: you have 14 days after receiving your item to request a return. Items must be unused, in the same condition you received them, with tags and in the original packaging, and you'll need your receipt or proof of purchase. Sale items and gift cards can't be returned.
How do I start a return or exchange? Email general@the-snuggles.com within 14 days of delivery. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without requesting a return first won't be accepted. The fastest way to exchange is to return the item you have and, once the return is accepted, place a separate order for the new item.
When will I get my refund? Once we've received and inspected your return, we'll let you know if it's approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take extra time to post it. If more than 15 business days have passed since approval, contact us.
What if my product arrives damaged, faulty or wrong? Inspect your order when it arrives and contact us immediately with a photo. If the item is defective, damaged or not what you ordered, we'll make it right.
I'm in the European Union — do I have extra rights? Yes. If your order is shipped into the EU, you have the right to cancel or return it within 14 days for any reason, in the same unused, original-packaging condition described above.
PRODUCTS
What is the Cuddly Pillow™? The Cuddly Pillow™ is our signature U-shaped full-body pillow, designed primarily for side sleepers who want support on both sides at once. It measures 140 cm x 70 cm and weighs 7 pounds. It comes in two fill options: a soft, breathable cotton fill and a contouring memory foam fill.
What is the Cooling Silk Cover? The Cooling Silk Cover is our satin cover for the head area of the Cuddly Pillow™. It's the most popular add-on for pillow owners and is available on its own if you already have the pillow.
What is the Blanky Hoodie™ made of? The Blanky Hoodie™ is made from ultra-soft oversized fleece. It's warm, lightweight and designed to feel like wearing a blanket. One size fits most.
How does the Feet Massager™ work? The Feet Massager™ is an electric foot massager with multiple intensity settings. Plug it in, choose your preferred massage style, and relax.
What else do you sell? Alongside the Cuddly Pillow™, Cooling Silk Cover, Blanky Hoodie™ and Feet Massager™, we also offer a weighted blanket and Fuzzy Socks. Priority Processing can be added to your order to have it processed first.
GIFTING
Are The Snuggles products good as gifts? Gifting is at the heart of what we do. The Cuddly Pillow™ is our most-gifted product, and the Blanky Hoodie™ and Feet Massager™ are popular comfort gifts too. Whether it's for a wife, mum, partner, sister or best friend, they make thoughtful, genuinely useful gifts for birthdays, anniversaries, Valentine's Day, Mother's Day and Christmas.
Do you offer gift wrapping or a gift message? Email general@the-snuggles.com with your order number and we'll do our best to accommodate special gifting requests.
Can I ship a gift directly to the recipient? Yes. Enter the recipient's address as the shipping address at checkout and your own details as the billing address.