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Frequently Asked Questions

  • How do I know if my order has been confirmed?
    Once your order is complete and has been accepted, you will receive an order confirmation email summarising your order.
  • Can I change an order once it has been placed?
    Once you have placed you order, it is immediately sent to our warehouse to be processed by our busy team and dispatched to you. As a result, it is not possible to make changes after the order is placed.
  • Is it possible to place an order over the phone line?
    Unfortunately, ordering by phone is not possible.
  • Where is my order?
    Once we have dispatched your order, you will receive a confirmation email that includes a tracking number for your reference.
  • How much is the delivery cost?
    Check out our Delivery Information page which explains the various delivery services, available at the checkout, and their prices.
  • Are return charges payable?
    We have a complimentary returns service for all orders. Check out our Shipping & Returns page to find out more.
  • How do I return an order?
    If the product is unsuitable, you have 14 days to return it to us undamaged and unused via our free returns service. Visit our Shipping & Returns page for more information.
  • When will I receive my refund?
    We aim to process all refunds within 7 days of receiving your returned shoes.
  • What should I do if my product is damaged or has a defect?
    If the product is damaged or has a defect, please shoot us a message at support@snugi.co.uk as quickly as you can. When you email, just include: A brief description of the issue you are reporting. Your order details (order number, your name, or order date). Some photos of the shoes where the following are clearly visible: The shoe's label inside The shoes from the side The soles of the shoes The troublesome spot – a close-up and a full view
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