Help
Please see our most frequently asked questions:
What’s the best photo to use?
If you follow our photo guidelines, your image should be perfect! A high-quality, front-facing photo with good lighting works best.
Will you remove the background from my photo?
Yes! Our clever AI automatically cuts out the background, so you can sit back and relax.
Can I see my Snugzy before it’s made?
Yes — when you upload your photo, you’ll get a live preview of your Snugzy or pillow before you order.
How long does delivery take?
All orders are handmade, so delivery times vary depending on the product. Your estimated delivery timeframe will be shown at checkout and included in your order confirmation. If your order hasn’t arrived within this timeframe, please contact us and we’ll look into it right away.
How can I pay?
We accept all major debit and credit cards — including MasterCard, Visa, Discover, Maestro, and Solo — as well as Apple Pay and PayPal.
How do I use a promotional code?
Enter your discount or promo code in the box at checkout, then update your cart to apply the discount.
Can I amend my order after placing it?
We can make changes if you contact us within 4 hours of placing your order. After that, we can’t guarantee amendments as production may already be underway.
Refunds & Returns
Because all Snugzys are personalised and printed on demand, we’re unable to offer refunds. However, if there’s an issue with your order, please get in touch and we’ll do our best to help. We can’t take responsibility for spelling errors, incorrect names, or poor-quality photos uploaded by customers.
Where’s my order?
If your order hasn’t arrived by the estimated delivery date, please:
- Log in to My Account to confirm your address and contact details.
- Check for a missed delivery card or collection notice.
- Ask your neighbours if they accepted the parcel on your behalf.
- Look in any safe places where the courier may have left it.
If you still can’t find it, email us or use the [contact form], quoting your order number. We’ll respond within a few hours to help track it down.
How do I return something?
If you’re unhappy with your purchase, we can offer an exchange or refund (for eligible items) Please email us via the contact form with details of your return, and we’ll send you the return address.
Return shipping costs are not covered by us.
Have you received my return?
Once your return has been received and processed by our team, we’ll email you to confirm.
Can I wash my Snugzy?
Yes! Simply remove the inner Snugzy cushion before washing.
If you can’t find the answer you’re looking for, please email us at hello@snugzy.com We’ll be happy to help.