Refund policy

Please read before ordering: return shipping is paid by the customer. Snugmas does not provide free return labels or prepaid postage, and returns are sent to our fulfilment centre in Asia at your expense.

At a glance

Return window	30 days from the date you receive your order
Who pays return shipping	The customer, in every case except a faulty or incorrect item
Where returns go	Our fulfilment centre in Asia. We send you the address after you contact us
Worn or washed items	Cannot be returned
Damaged or faulty on arrival	Reported within 48 hours, resolved at our cost
Refund method	Back to your original payment method
Refund timing	Within 7 business days of your return arriving and being inspected
Start a return	Email hello@snugmas.shop

1. Your return window

You have 30 days from the date your order is delivered to request a return.

Requests made after day 30 cannot be accepted.

2. Condition of returned items

Snugmas sets are sleepwear worn against the skin. For the health and comfort of every customer, we hold returns to the same standard any clothing retailer would.

To be accepted, a returned item must be:

• Unworn and unwashed. Trying the set on to check the fit is fine. Wearing it, sleeping in it or washing it is not.
• Complete. Both pieces from the set must be returned together. A top or trousers sent back alone cannot be refunded.
• With all tags attached. Items returned with tags removed or cut cannot be accepted.
• In its original packaging, intact and included.
• Free of marks, smells and hair. Items that come back stained, or smelling of smoke, perfume or washing powder, cannot be resold and cannot be refunded.
• Securely packed for transit. Items that arrive back damaged because of poor packing cannot be refunded in full.

Trying the set on over your own clothes to check the fit is fine and does not affect your return. Wearing it does.

3. Return shipping costs

You are responsible for the cost of returning any item to us, unless it arrived damaged, faulty or incorrect.

• We do not issue prepaid return labels and we do not reimburse return postage on standard returns.
• Returns are sent to our fulfilment centre in Asia. International return postage can cost more than the item itself, so please weigh that up before requesting a return.
• We strongly recommend a tracked service. Until your return reaches us it remains your responsibility, and we cannot refund a parcel lost in transit without proof of delivery.
• Original shipping charges are not refunded on standard returns.
• Any customs duties, taxes or brokerage fees on a return are the customer's responsibility.

4. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, this is on us and it will not cost you anything.

Contact us within 48 hours of delivery at hello@snugmas.shop and include:

• Your order number
• Clear photographs of the item showing the damage or fault
• A photograph of the outer packaging, if that was damaged too
• A photograph of the care label sewn into the garment
• A short description of the problem

We will respond within 3 business days and resolve the case within 7 business days of receiving your photographs. Depending on the situation we will send a replacement, issue a full refund, or arrange a return at our expense.

5. If the size is wrong

Sizing is the most common reason people get in touch, which is why the full measurement chart sits on every product page.

If the size is wrong, you can return the set under the standard conditions in Section 2 and place a new order in the size you need. We do not run a direct exchange service, because sending an item back and forth internationally takes longer than simply reordering.

The set must be unworn, unwashed and have its tags attached.

6. How to start a return

Email hello@snugmas.shop with the subject line Return Request, followed by your order number.

Include the following:

• Your order number
• Your full name
• The item or items you wish to return
• Your reason for the return
• Photographs, if the item is damaged or faulty
• Your return address

We will reply with a return authorisation and the correct return address.

Never return an item to the address on the parcel. Packages sent back without authorisation, or to the sender address, cannot be tracked, received or refunded.

7. Refunds

Once your return arrives, we inspect it and email you the outcome.

• Approved refunds are issued within 7 business days of inspection, to the original payment method.
• Your bank or card issuer may take a further 5 to 10 business days to show the funds.
• If a return does not meet the conditions in Section 2, we will contact you before making any deduction and give you the option to have the item shipped back to you at your cost.

8. Items we cannot accept back

• Sets that have been worn, slept in or washed
• Sets returned with tags removed or cut
• Incomplete sets, where the top or the trousers is missing
• Items returned after the 30 day window
• Items missing their original packaging
• Items that come back marked, stained or carrying strong smells
• Clearance or final sale items, where marked as such on the product page
• Gift cards

9. Cancelling or changing an order

We pack and dispatch quickly, usually within 1 to 2 business days.

• If your order has not yet been dispatched, email us and we will cancel or amend it at no charge.
• Once an order has been dispatched we cannot recall or reroute it. You may still return it under this policy once it arrives.

To change a delivery address, contact us as soon as possible. Address changes cannot be made after dispatch.

10. Multi-set orders

If you bought two or three sets at a bundle price and return part of the order, the refund is calculated on the single set price rather than the bundle price, because the discount applied to the bundle as a whole.

11. Christmas orders

Orders placed between 15 November and 24 December have an extended return window until 15 January, so a gift opened on Christmas Day can still be returned.

All other conditions in this policy still apply.

12. EU and EEA customers: right of withdrawal

If you are a consumer resident in the EU or EEA, entering into this contract for purposes outside your trade, business or profession, you have a statutory right of withdrawal in addition to the policy above.

Withdrawal period. You may withdraw from the contract within 14 days of the day you, or a third party you nominate, takes physical possession of the goods.

How to withdraw. Inform us by a clear statement, by email to hello@snugmas.shop, of your decision to withdraw. Sending your notice before the 14 day period expires is sufficient.

Returning the goods. You must send the goods back without undue delay and no later than 14 days from the day you notify us of withdrawal. You bear the direct cost of returning the goods.

Reimbursement. We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive the goods back or you supply proof that you have sent them, whichever is earlier. We use the same payment method you used originally, and this costs you nothing.

Diminished value. You are liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Contact

Email: hello@snugmas.shop
Response time: within 1 business day

Last updated: 4 September 2026