Terms & Conditions
Welcome to Snugi! Here’s everything you need to know about shopping with us. If you have any questions or can't find what you're looking for, please contact us, and we’ll be happy to help.
Ownership
This site is owned and operated by Kalandra Ltd, trading as Snugi. Our company registration number is 15602484, and our registered office is The Old Mill, Kings Mill, Kings Mill Lane, South Nutfield, Surrey, RH1 5NB.
Intellectual Property
Snugi and the Snugi logo are registered trademarks used under license from Maja Kranjc, s.p. based in Slovenia. All other intellectual property rights in this website's content are reserved by Kalandra Ltd.
Our Terms & Conditions
By placing an order with us, you agree to these terms and conditions and enter into a contract with us. We reserve the right to update these terms from time to time. Changes will be effective immediately upon being published here.
Accuracy of Information
We take great care to make sure that the prices, stock, and availability displayed on our website are accurate and that our products are fairly described. We cannot, however, accept liability for errors or omissions in any part of our website. This includes, but is not limited to, the description and specifications of the goods as presented. We also reserve the right to make changes to this content at any time without prior notice.
Orders
All orders are subject to availability and acceptance. If, for whatever reason, the goods you have ordered are not available, we will inform you as soon as possible and advise either a longer delivery time or suggest an alternative. In such circumstances, you will have the option of waiting, selecting an alternative, or canceling your order.
Pricing
Our website clearly sets out the prices payable for the goods that you order. All of the prices displayed are inclusive of any applicable VAT at current rates although children’s shoes are currently zero-rated for VAT.
Payment
Through our website, we accept payment by various credit and debit cards, Apple Pay and Google Pay. Payments are processed securely through our providers. Full payment must be received before we can dispatch your order.
Changes to Your Order
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. We always strive to resolve any issues promptly, but please understand that we cannot guarantee a resolution in every case. If your items were dispatched correctly and sent to the specified address, you will be responsible for covering the return postage costs if you wish to return them.
Stock Shortages
If an item is out of stock, we will issue a refund for that item and dispatch the rest of your order so you get it as soon as possible. Should you wish to order an alternative item as a replacement, please get in touch with us and we will provide a free delivery code for your replacement order.
Product Issues
If you believe our quality controls have let you down and your Snugi shoes are in anyway faulty, please shoot us a message at support@snugi.co.uk as quickly as you can. We’d like to get you back to happy strides ASAP! When you email, just include:
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A brief description of the issue you are reporting.
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Your order details (order number, your name, or order date).
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Some photos of the shoes where the following are clearly visible:
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The shoe's label inside.
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The shoes from the side.
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The soles of the shoes.
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The troublesome spot – a close-up and a full view.
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With this information, we’ll be in touch with our shoe manufacturer to either agree to fix the shoes or find a replacement pair for you – in the case of a legitimate fault, of course. If that’s not possible, we’ll make things right with a credit or refund. Just remember to send the shoes back through our free returns portal so we have them before any replacement or refund is to be made.
A final word on faulty shoes. Snugi shoes are tough, but they're not indestructible! In most cases, defects from manufacturing will become apparent right away or within the initial months of use. If the shoes have been worn beyond this period, it can be challenging to distinguish between normal wear and tear and an actual defect. We understand kids can be tough on their shoes so it's essential to look after them properly and use them as intended to ensure they last as long as possible.
Shipping & Returns
At Snugi, we understand that shopping for shoes online isn't always a walk in the park, which is why we've set up a straightforward returns process for you. If your new shoes aren't quite right, just use our complimentary returns service and we will happily refund you the cost of your shoes. Just remember to post them back to us in their original condition – unworn, unscathed, with tags included – within 28 days of receipt.
Return & Exchange Policy
How to Send Your Shoes Back:
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Easy Returns Process: Send us an email stating the reason you would like to return the shoes you purchased and we will walk you through the easy-to-follow process.
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Packing Up: Pack the shoes snugly in appropriate packaging. Keep it neat – please don’t attach any labels or tape to the shoes as it may make them unsuitable for resale.
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Postage Proof: Hang on to your proof of postage receipt from the post office – it’s your return journey's passport until they reach us.
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Parcel Size Check: Make sure your package measures up – Royal Mail's max is 610mm x 460mm x 460mm. Got something bigger? Just drop us a line at support@snugi.co.uk.
Our Commitment to Easy Returns
Shopping for shoes online should be a breeze – that's exactly why we offer free returns. While the usual drill under Consumer Contract Regulations might ask you to cover the return costs, we're all about making things easier (and more wallet-friendly!) for you. With our complimentary returns, feel free to order multiple pairs, find the perfect fit in the peace of your home, and simply send back what doesn’t work out, no questions asked.
Refunds Made Easy
If you have decided the Snugi shoes you ordered aren’t right, we’ll refund you the cost of your shoes using the same method you paid with. While we can’t return original shipping fees, you are entitled to a full refund.
To remain compliant with Consumer Contract Regulations you do have the option to return your entire order and claim your original postage back (standard postage only). To do so, simply send the shoes back to us at your own costs and we’ll credit you for the shoes and our standard postage fee of £3.99.
Fast and worry-free, we aim to process refunds within 7 working days after we receive your return, and we’ll drop you an email once it’s all settled.
Exchanges
Need a different style or size? While we don't offer an exchange service, you can return your purchase for a refund and swiftly place a new order. With our free returns, it’s hassle-free shopping at its best.
Order Cancellation
As with all purchases of this kind, you have the option to cancel your order without penalty at any time within 14 days of your order date by informing us in writing that you intend to do so – by email is fine. Our free returns service does not apply to cancellations so you must return the goods (your entire order), within 14 days of having informed us in writing, at your own cost and risk. If you do not inform us in writing, we will accept your shoes as a return instead of a cancellation and the terms of a return will apply.
We reserve the right to cancel your order if we cannot deliver the goods, e.g., insufficient stock or items that cannot be posted via Royal Mail. In this case, we will contact you and try to offer an alternative.
Returns
Terms and Conditions:
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All Snugi orders are eligible for our free returns service.
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The maximum parcel size for our free returns service is 610mm x 460mm x 460mm.
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We are sorry but we are not able to refund original shipping charges. In line with Consumer Contract Regulations if you would like to return your entire order and claim your original postage back (standard postage only) please send the goods back at your own cost and we will happily provide you with a full refund, including our standard postage charge of £3.99.
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We must receive any returns within 28 days from the time you received the goods.
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All items that are returned to us (unless faulty), must be in a resalable condition - unworn, unscathed, with tags included.
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A refund can only be offered once we have either received the goods and returns slip or proof of postage.
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Refunds can only be issued using the original payment method you used when purchasing your shoes.
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A refund will be refused if any damage has been caused to the shoe as a result of tape or labels being applied directly to them.
Our free returns service does not apply to cancellations.
Delivery Information
We use the Royal Mail for all our deliveries and only deliver to UK addresses.
Dispatch Times
We offer various delivery options and make every effort to ensure your shoes arrive safely and quickly. However, we reserve the right to change the delivery method should it become necessary. We dispatch orders Monday to Friday, excluding bank holidays when our offices and warehouse are closed. All orders will be dispatched the next working day at the latest. We will notify you by email when your order has been dispatched from our warehouse.
We cannot be responsible for the failure of the selected delivery service to meet indicated delivery times nor liable for any issues resulting from delays that are out of our control. During busy times like Christmas, it is possible that deliveries may take longer, so it is best to expect delivery timelines to be extended.
Delivery Charges
Service Available | Carrier | Delivery Time | Price |
|---|---|---|---|
2nd Class Tracked Delivery | Royal Mail | 2-3 Working Days | £3.99 |
1st Class Tracked Delivery | Royal Mail | 1-2 Working Days | £5.99 |
Guaranteed Next Working Day (see terms & conditions below) | Royal Mail | Next Working Day | £9.99 |
For the sake of clarity, our standard delivery service is 2nd Class Tracked Delivery
Next Working Day Delivery Terms & Conditions
Order Placed | Dispatched | Delivered |
|---|---|---|
Friday, Saturday, Sunday | Monday | Tuesday |
Monday | Tuesday | Wednesday |
Tuesday | Wednesday | Thursday |
Wednesday | Thursday | Friday |
Thursday | Friday | Saturday |
Next working day delivery is not available in Guernsey, Jersey and Isle of Man and will not be offered as a delivery service during the checkout.
There are some areas in the Scottish Highlands where we may not be able to guarantee next working day delivery.
Our warehouse and offices are closed on bank holidays. Any orders placed on a bank holiday will be dispatched the next available working day.
Free Shipping
Products offered with 'Free Shipping' or free postage offers are only available for the standard service.
Delivery Problems
If you experience any problems with your delivery, please contact us and we will do our best to resolve your problem as quickly as possible.
Thank you for shopping with Snugi! We hope you and your little ones enjoy our products.
Privacy Policy
Snugi's Commitment to Your Privacy
Your privacy is a priority for us. We promise transparency about our privacy practices and how we handle your information. Everything you need to know is right here.
Quick Note: When we say 'our website,' we're talking about www.snugi.co.uk.
Introduction: Get to Know Us
We're Snugi, brought to you by Kalandra Ltd, and we're all about earning your trust as you shop with us.
Your Data: What We Collect & Why
Making Purchases
To get our products to you, we need some details. That means you'll set up an account and we'll ask for your name, email, addresses, and phone number when you buy something.
Shipping
We'll share your name and addresses with our couriers (like Royal Mail) to make sure your order arrives safely and on time. You can peek at their privacy policies on their websites.
Payments
Wix handles our online shop and payments. We'll share just enough with them to manage your purchases, returns, or any issues. Wix has its own privacy info, which you can also check out online.
Safety First
Rest assured, we don't keep your payment info.
Storing & Managing Your Data
Data Storage
We keep your personal info in our secure third-party accounting software, Xero, and on our website’s secure admin area.
Security
We only hold onto the minimum info necessary and ensure it’s locked down tight against any unauthorised access or accidents.
Deletion & Updates
Want us to delete or change your info? Just email our GDPR officer, and it's done. You can also update your info anytime in your account settings.
Marketing & Newsletter
Opting In
If you want in on our newsletter for deals and news, just say the word. No pressure.
Safe and Sound
We use Wix to send out our emails, and they're super serious about protecting your info too.
Ad Tracking
We use tools like Facebook Pixel to show ads that might interest you, but always without compromising your privacy.
Analytics & Cookies
Visitor Insights
We use Google Analytics to understand how you use our site, but we never track individuals—just the overall trends.
Cookie Consent
We'll ask you to accept our cookie policy on your first visit. Cookies are harmless text files that help our site function better for you. You can always control cookie settings in your browser.
Policy Updates
Stay Informed
We'll refresh this policy as needed and give you a heads up if anything big changes.
Need to Chat? Contact Our GDPR Officer
Talk to Katie: She's our GDPR pro and ready to answer your questions. Email her at katie@kalandra.co.uk, or send a letter to our PO Box in Crawley.
Remember, you're in control of your data, and we're here to respect your choices and protect your privacy every step of the way.