FAQs
Please read the FAQ's below. If you can't find the answer you are looking for our email is at the bottom of the page!
Shipping & Delivery
What is pre-order?
We get it - you guys can’t get enough of the Snoozy, literally! Sometimes when the Snoozy starts selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put those Snoozies up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favourite color and ensure they get their hands on the Snoozy of their dreams.
How does shipping and delivery work?
You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your Snoozy is on its way - now what?
Once an order is placed, our team will carefully collect your Snoozy from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.
We use UPS for most of our deliveries. Please do note that your country may expect you to pay the duty fees required to import goods into your country - a fee that might be placed on delivery by your country's government.
You can expect your parcel within 2-8 business days. When we ship the order you will receive a confirmation email with a tracking number. Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How do I track my order?
Yay, time to celebrate – it’s on its way! After we pass your order to the courier, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to their website so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although we are quoted 8 business days for delivery from our couriers, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.
If your item still hasn’t been delivered within 8 days, please contact us and we can launch an investigation.
*Please note: Once we pass your Snoozy order to our courier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by our courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.
Can I change my shipping address?
Oops, Snoozy not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
We currently only ship to The United Kingdom and The Netherlands, but our Snoozies will be coming all over the globe in no time!
Product Questions
How is my Snoozy packaged?
We are just as excited as you are for you to receive your Snoozy, and we’ve dressed it up for the occasion! Your Snoozy will be tied up in a beautiful ribbon bow and will include our super cute Snoozy card with care instructions. We want everyone to feel like their Snoozy delivery is special, even if it's a gift to yourself! All Snoozies come packaged in a branded mailing bag, so you know exactly what item has turned up on your doorstep.
Size Guides
Our awesome Snoozy is currently a unisex design, which means that the style is suitable for both men and women. Our Snoozy is designed to be worn as you want to wear it. If you want a looser, more relaxed fit, opt for a larger size than normal. Or if you want a more fitted look, choose one size smaller. All of our Snoozies are made individually with love so there may be a slight size variation per
Snoozy.
Care Instructions
Been living, sleeping, and eating in your Snoozy for 3 weeks non stop and only taking it off to go in the shower (hopefully!)? You can find all care instructions on the package card of your Snoozy, however standard care options for our Snoozies are as follows:
•Hand / machine wash using cold to warm water (40°c maximum is suggested)
•If machine washing, ensure a gentle cycle is selected
•Use very mild detergents (approved for wool/silk)
•Avoid mixing with other colours
•Do no soak or bleach
•Tumble dry on low
•Do not iron
If you really want to best preserve the comfiness and softness of The Snoozy for as long as possible, we recommend hand washing it in cold water.
Will you restock an item?
Missed out on your favorite Snoozy, and now the world just seems that little bit colder? Don’t worry, we continuously restock all patterns, so keep an eye out on the website for when they will be available again.
Is your Snoozy vegan?
We love our furry friends, and we know you do too! All Snoozies are made with cruelty-free vegan Sherpa-fleece and flannel-fleece. So it feels like you’re cuddling a fluffy sheep, but nicer :)
Do you take suggestions or customs designs?
We’re here to take your suggestions – the weird, the wonderful, and the just plain wacky! Feel free to suggest your artistic vision. Unfortunately we can’t guarantee your design will be made, and are not yet offering custom Snoozies at this point – sorry Snoozy friends!
What are the Snoozies made from?
Apart from being made with clouds and marshmallows, our Snoozies are made from a premium sherpa fleece interior and soft flannel fleece exterior. Don’t be fooled by the word ‘sherpa’ though - this is a completely cruelty-free and vegan version of sheep’s fleece made from polyester, so rest assured no fluffy friends are now hairless from the making of your Snoozy.
Can I send an order as a gift?
Have a special someone who you think needs a Snoozy in their life (or just trying to earn some major brownie points)? A Snoozy is the perfect gift! You can ship a Snoozy directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. All Snoozies come automatically wrapped with a beautiful ribbon bow, plus we don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry! We think sending a Snoozy is a message of love enough though.
Are you stocked in any stores anywhere?
Nope, it’s just us! Our Snoozies are only available on our online stores, and we will soon have Snoozy representatives in all corners of the globe - just make sure you are purchasing from our trusted Snoozy site.
I can’t add a product to my cart?
Nobody panic! If you can’t add an item to cart, it may unfortunately be a sold out item. Try your equal-first or second-favourite Snoozy, otherwise we update our website regularly so that Snoozy you have your heart set on should be available again and on our website when they will be available again.
Returns and Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer free returns for 30 days from date of delivery/receiving of order.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes our package Snoozy card and our super cute ribbon bow. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return my Snoozy?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes the Snoozy is just not quite the right fit for some people. You can certainly return your Snoozy to us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All Snoozies must be returned in as new condition, with the Snoozy care package card and bow to be eligible for a return.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
We’ve got you covered here too. All returns (for both refunds and exchanges) will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team at support@thesnoozy.com and they will be able to help you along the way.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get the Snoozies in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
Payment
How secure is your payment?
All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as
Amex
Discover
Mastercard
Visa
Dinners
JCB
shop pay
PayPal can be used for online transactions. If you’re a bit more tech-savvy, we offer PayPal too!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Snoozy orders only).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our Snoozy team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is support@thesnoozy.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we will be working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
*Please note: Whilst we understand that some issues are frustrating, we value our Snoozy family - any profanities or abuse will not be tolerated, so please treat our team with respect.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful Snoozy stories, as it warms our hearts to see our Snoozies being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us at support@thesnoozy.com.
Where are you located?
Our Snoozy HQ and Customer Service team are located in Gouda, The Netherlands. Your Snoozy starts its journey out into the wide world from our multiple fulfilment centres - they love to get those frequent flyer points.
*Please note: Our Snoozy HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.
Emailing list
Want fun, pun-filled, and always adorable emails straight to your inbox (plus stacks of awesome offers and discounts!)? Of course you do! You can sign up to our mailing list by emailing us at support@thesnoozy.com and asking to jump on board.
Inbox hitting 1k and doing a spring clean of all those businesses you’ve signed up for? You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link - (we’ll miss you though!).
Our consultants are available 24/7 so you can expect to receive a reply within 24 hours! Please note that email is the best method of contacting us as it allows us to keep a paper trail of any issues you may have had with your order.
