Contact Us
Email support@snugleigh.com. A person reads every message and replies within one working day.
What follows is sorted by what you want us to do — five verbs, and what each one needs from you to get answered in a single exchange rather than four.
Tell me — you want to know something before you buy
Which size to take. Send us the measurement of the sofa or bed, and who's using it. That's it. A throw that covers one person reading isn't the same object as one that covers two people on a three-seater, and the difference is about 30 centimetres.
Back from us: the size that fits what you described, and a note if the one you were looking at won't.
What a specification means. Send the product name.
Back from us: measured dimensions, weight in g/m² or total weight, fibre content, how it's constructed, and what that combination actually feels like — which is the part the numbers don't say on their own.
Which one suits a particular person. Tell us where it'll be used and whether they run hot or cold. Someone who overheats under a duvet and someone who's cold in a heated room want opposite ends of the range.
Back from us: a recommendation, and a straight "none of ours, honestly" if that's the truth. We'd rather spend ten minutes on that than process a return.
How to look after it. Product name.
Back from us: wash temperature, what to avoid, and how it holds up over a couple of winters.
Find — you want to know where something is
Your order. Send the order number. Nothing else needed.
Back from us: a check against the carrier's status, and an investigation opened with them if it's warranted. We open it — you don't have to.
A parcel that tracking says was delivered. Send the order number and confirmation that you've checked the doorstep, letterbox, any registered safe place, neighbours, others in the household, and a concierge or caretaker if you have one.
Back from us: a carrier investigation. Until the goods are in your hands the risk is ours — a delivery scan is evidence, not the end of the conversation.
Fix — something's wrong with what arrived
Damaged, wrong item, or something missing. Send the order number and photographs of the product, the outer packaging and the shipping label, within 3 working days of delivery.
Back from us: a replacement, free. You send nothing back and pay nothing.
The photographs are what our carrier claim rests on — take them before the packaging goes in the bin.
Something has stopped working or come apart. Order number and a description of what's happening. For anything heated, ten seconds of video beats three paragraphs.
Back from us: an assessment and how we're resolving it. Faults aren't a 30-day matter — you have up to 6 years to bring a claim under the Consumer Rights Act, and in the first 6 months we have to prove a fault wasn't there at delivery rather than you proving it was.
Change — you want something about the order altered
The delivery address. Order number and the correct address, immediately. Before dispatch we can change it; after dispatch we can't — the address is fixed with the carrier. Some carriers let you redirect it yourself through their app or your tracking link.
The order cancelled. Order number, as soon as you can. Free before dispatch. If we're too late, take delivery and cancel under your 14-day right instead — that costs you only the return postage.
A different size or colour. Tell us which one you'd rather have. We handle it as a refund and a new order, and we'll check the replacement is in stock before you send anything back.
Give back — you want to return it
Order number and which item.
Back from us, within one working day: approval and the return address in the same message.
Don't post anything before you have that address, and it isn't the King Street address on this page. That's for correspondence — it's not a warehouse and nobody there can receive a parcel.
You have 14 days to cancel under the Consumer Contracts Regulations, which we extend to 30 days from delivery. Having opened the packaging doesn't affect that — opening it is the point of the right.
Something else
Complaints, wholesale, press, suggestions, or a question about the company. Say what it's about and it reaches the right person.
Two things that halve the reply time
Order number in the subject line. It's at the top of your confirmation email. With it we've found your order before we've finished reading the message; without it we're searching on name and email address, which usually costs a day.
A photograph of anything you can see. Damage, a wrong item, uncertainty about a colour or a finish — an image settles in seconds what a paragraph struggles with.
Worth knowing before you write about a delivery
Tracking often shows nothing at all for the first 24 to 48 hours after your dispatch email, because carriers scan a parcel in at the first sorting hub rather than when they collect it. It can also sit still for a day or two mid-route. Neither means anything is wrong.
Our window is 4 to 10 working days in total. It's worth writing when tracking has been silent for 7 working days, when 10 working days have passed since you ordered, or 3 working days after a delivery scan with no parcel.
Before those points, waiting genuinely is the right answer, and we'd rather say so than pretend a check will turn something up.
How to tell a real message from us
Every genuine email from us comes from an address ending @snugleigh.com, and it will only ever ask you to reply, click a tracking link, or read a policy page.
A message claiming to be us is not from us if it asks you to:
- Confirm a card number, expiry date or security code. Card details go straight to our payment processor — they never enter our systems, so we have nothing to confirm
- Pay by bank transfer, gift card or voucher to release a parcel
- Pay a small "redelivery" or "customs" fee. We ship domestically; there are no customs charges on a UK order
- Send a photograph of your passport or driving licence to access your own order history
- Log in through a link that doesn't go to snugleigh.com
Forward anything you're unsure about to support@snugleigh.com and we'll tell you whether it came from us.
When you'll hear back
Within one working day, from a person. Write in the morning and it's usually the same day.
Messages arriving in the evening, at a weekend or on a bank holiday are answered in order on the next working day.
If something needs the carrier or the manufacturer, we say so in the first reply along with how long that typically takes. You won't be left in silence waiting for news.
Already answered elsewhere
Processing and delivery times, tracking and uncollected parcels are in the Delivery Policy. The 14-day statutory right, our 30 days, who pays return postage and when refunds land are in the Returns & Refunds Policy. What we hold, on what basis and for how long is in the Privacy Policy. The purchase itself, faulty goods and the model cancellation form are in the Terms & Conditions.
If your question is one of those, you have the answer now instead of tomorrow.
How to reach us
Email: support@snugleigh.com — fastest, and a person reads it
Phone: +44 1484 542777
Customer service: Monday to Friday, 9:00 am–5:00 pm UK time
Saturday and Sunday: closed
Response time: within one working day
We're an online shop with no retail premises. The address below is for correspondence — it isn't open to visitors, and returns can't be dropped off there. We email the return address once a return is approved.
Business information
- Store name: Snugleigh
- Legal entity: Snugleigh LTD
- Business address: King Street, Huddersfield HD1 2QB, United Kingdom
- Email: support@snugleigh.com
- Phone: +44 1484 542777
- Customer service: Monday to Friday, 9:00 am–5:00 pm UK time. Saturday and Sunday closed.
- Response time: within one working day
The Snugleigh team