Refund and Exchange Policy

At Snoogums customer service is our number one priority and it is important to us that you are happy with your order, products and services you have received. For that reason we offer a 14 day store credit exchange for change of mind purchases of non personalised clothing and accessories that are still in their original condition with tags still attached. Some exclusions do apply please view our exchange and returns policy below for further information.

Non exchangeable items include;

Personalised and customized clothing and accessories.
Gift Cards
Any items that have been worn and/or washed or have had tags removed.
Clearance items or Mystery Box items

If your item is faulty or misprinted as a result of our error please contact us within 14 days of your item being delivered and we will happily offer a replacement or refund as per our policy outlined below.

EXCHANGES (IF APPLICABLE)

For change of mind purchases or if you selected the incorrect size we are happy to offer a store credit to the value of what you paid for your item provided that you contact us within 14 days of your order being marked as delivered via email at orders@snoogums.com.au to obtain an exchange ID number and Australian return address. Please note the exclusion items listed above that are not covered by this policy. Change of mind items returned to Snoogums are at the cost of the customer and Snoogums is not liable to reimburse this cost. Items returned must be in its original unused condition with tags attached, we will not issue a store credit for items that do not meet this criteria and are under no obligation to return it back to you if your claim is rejected. Once your item is received and inspected and deemed to be in its appropriate condition as stated above we will issue you an email notifying you of your approval or rejection. In cases that are approved we will also email you with your store credit gift code. This code is exclusive to you and can only be used once, do not give this code to anyone else otherwise the value will be forfeited. When ordering a new item the shipping will be charged as per our standard shipping rates on all orders. It is highly advisable that when returning your item you use tracked postage as we cannot guarantee we will receive your returned item. Exchange requests will not be processed until we receive the item. Exchange requests cannot be processed without first being issued with an exchange ID. If your Exchange request is rejected we are under no obligation to send the item back to you at our expense.

Unfortunately we do not offer exchange credits for customized and personalized clothing and accessories. If you believe your item is faulty or you have received an incorrect order please view the Refund section of this page.

REFUNDS (WHERE APPLICABLE)

As per Consumer Affairs and Fair Trading we do not offer refunds for change of mind purchases, incorrect sizing selected by you, misprinted spelling that is not a fault of our own, incorrect colour selections, or orders that are not received due to addresses that are incomplete or entered incorrectly by you. Please ensure you address is correct before placing your order.

Each item is thoroughly checked by us before it is shipped out to you, however we do understand that on the rare occasions human error can occur. If you believe the item you received is faulty through no fault of your own or you have received an incorrect personalised item that is through no fault of your own please contact us within 14 days of your item being delivered at orders@snoogums.com.au to obtain a refund ID and Australian return address. Once received by Snoogums we will inspect the item and then email you to notify you whether your request has been approved or rejected. In cases where a request has been approved we will provide you with either a replacement of the same item at no additional cost or will process a refund for the price you paid for the item to your original payment method within 5-7 business days. It is highly advisable that when returning your item you use tracked postage as we cannot guarantee we will receive your returned item. Refund requests will not be processed until we receive the item. Please keep your receipt for postage as we will reimburse you for postage costs if your refund is approved on the provision of a copy of the receipt being provided. If your refund request is rejected we are under no obligation to reimburse you for postage costs or to return the item to you at our expense. Refund requests cannot be processed without a refund ID.

Refunds are not available for incorrect colour choices. Different screen resolutions can alter colours, so please be mindful of this when making your selections.

*Please note that shipping costs incurred on the original order are non refundable.

SHIPPING OF RETURNED ITEMS

Each return request whether for an Exchange or Refund is issued with a unique ID per request. Do not send any items without this unique ID or we will not process your request.

Whilst entirely up to you as to what postage method you use to return your item, it is highly advised that you choose an option that provides tracked shipping to ensure your item is delivered to us. You will be responsible for the cost of the shipping and will not be reimbursed by Snoogums with the exception of an item being deemed faulty through no fault of your own. If your request is rejected we are under no obligation to post the item back to you at our expense.