Frequently Asked Questions

1. How long does shipping take?

We aim to dispatch orders within 1-3 business days from our Australian warehouse. During peak periods or sales, dispatch times may extend up to 7 business days. Once dispatched, delivery times depend on your location and chosen shipping method.

2. How much does shipping cost?

• Standard Shipping: $7.50 flat rate or FREE for orders over $100
• Express Shipping: $12.50 flat rate or FREE for orders over $100

3. Can you deliver to PO boxes or hospitals?

Unfortunately, we are unable to deliver to PO boxes or hospitals. If you need to arrange an alternative address, please ensure you provide it before finalizing your order.

4. Can I leave delivery instructions or request ‘authority to leave’?

Yes, you can request authority to leave at checkout. However, the courier reserves the right to withhold the parcel if they believe it’s not safe to leave unattended. If redirected to a post office or collection point, you will need to organize re-delivery or pickup on your own.

5. Can I change or cancel my order after it’s placed?

Once you’ve placed an order, we’re unable to make any changes (including delivery address, sizes, colors, and items) or process cancellations. Please double-check all order details before completing your purchase.

6. What if an item is out of stock or on backorder?

• In-stock items ship right away.
• Backordered items will be dispatched as soon as they become available—at no extra shipping cost.
• If an item cannot be restocked, we’ll issue a refund back to your original payment method.

7. What is your returns policy?

We offer 14-day returns from the date of delivery if the item is:

• Unworn, unwashed, and in its original packaging
• Free from stains, pet hair, and odors
  Please note that return shipping costs are the customer’s responsibility.

8. How do I initiate a return or exchange?

If you’d like to return an item or discuss an exchange, email us at online@snugglyduds.com.au with your order number. We’ll guide you through the return process. Once we receive and inspect your return, we’ll process any refund back to your original payment method.

9. What if my order arrives faulty or incorrect?

Please email online@snugglyduds.com.au within 7 days of delivery. Include your order number and photos of the issue. We’ll arrange a replacement or a full refund—whichever suits you best—at no extra cost.

10. How long do refunds take?

Refunds typically take 5-7 business days to appear in your account after we process them. If you have concerns about a pending refund, feel free to reach out to us.

11. Who can I contact for delivery inquiries or additional help?

For any questions regarding your order, delivery, or returns, please email us at online@snugglyduds.com.au. We’re here to ensure you have a positive shopping experience.