Delivery policy
Last updated: 21 October 2026
Every rule on this page comes with the reason behind it. Rules without reasons are the ones people argue with, and most delivery questions stop being questions once you know why things work the way they do. This policy applies together with our Returns & Refunds Policy.
Rule 1 — We deliver within the United Kingdom, and delivery is free
We deliver to addresses in the United Kingdom only; we don't ship internationally and can't forward a parcel abroad after dispatch. Delivery is free on every order — no minimum spend, nothing added at checkout and nothing to pay on the doorstep. The only thing that can be added is optional Shipping Protection, and only if you select it yourself (Rule 10).
Why: one delivery service at one price — none — means there is nothing to compare, upgrade or get wrong at checkout.
Rule 2 — You have 5 minutes to change or cancel an order
Every confirmed order is passed to our fulfilment centre automatically and enters processing within minutes. An order can therefore only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. To cancel, email support@snugleigh.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that arrive after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
Why: orders are released to picking the moment they're confirmed, which is what keeps processing to 1–3 working days; a longer window would mean holding every order back for everyone. The processing time in Rule 3 is the time the fulfilment centre needs to pack your parcel, not a period during which the order is on hold. If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy — returns are international shipments to our returns centre in the United States, at your own cost — and refusing or not collecting the parcel doesn't cancel the order (Rule 6).
Rule 3 — 1–3 working days to process, 3–5 to deliver
Processing — from your order being confirmed to the parcel leaving the fulfilment centre — takes 1–3 working days. Working days are Monday to Friday; weekends and bank holidays don't count, and orders placed on a weekend or bank holiday enter processing on the next working day. During cold snaps, the weeks before Christmas and promotions, processing can take up to 2 additional working days. Delivery then takes an estimated 3–5 working days, so allow 4–8 working days in total from the order date.
Why: these are estimates based on carrier performance rather than guaranteed dates — carrier disruption, severe weather, bank holidays and customs inspections can add time, and standard delivery has no date selection. That's also why a delay within or shortly beyond the estimated window isn't a reason to cancel an order; Rule 7 explains what we do when a parcel is late or lost.
Rule 4 — Tracking can stay silent for the first 2–5 working days
You'll receive an order confirmation within minutes of checkout — check the delivery address in it — and a dispatch confirmation with your tracking number the moment the parcel leaves the fulfilment centre. Allow 2–5 working days for the first scan to appear, and expect gaps of a day or two between scans while the parcel moves between hubs.
Why: carriers scan a parcel in at the first sorting hub rather than when they collect it, and parcels sit between scans at depots mid-route; a long weekend stretches that further. By a wide margin this is the most common thing people write to us about, and it's almost always nothing. Write to us when tracking has been silent for 10 working days (Rule 7) — before that, waiting is the honest advice.
Rule 5 — Your order may arrive in more than one parcel
Items are dispatched from the fulfilment centre that holds them, so an order with several items may be sent in separate parcels on different days, each with its own tracking number, at no extra charge.
Why: sending what's ready rather than waiting for everything gets the first item to you sooner. Before writing about a missing item, check your dispatch emails for more than one tracking number and wait until all of them show delivery.
Rule 6 — The address is yours to get right, and a refused parcel isn't a cancellation
Please make sure your delivery address is complete and correct — a missing flat number or a transposed postcode is the single most common reason a delivery goes astray — and add a phone number for the carrier. Address changes are only possible within the 5-minute window in Rule 2; once a parcel is with the carrier, it can't be redirected. Parcels left at a delivery office, parcel shop or locker are held until the carrier's deadline, which is on the card or in the notification.
Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected within the carrier's timeframe, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.
Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the carrier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back.
Why: the carrier's network only runs one way for a refused or unclaimed parcel — back to origin, not to our returns centre — and a parcel that can't be matched to a return can't be refunded. If you've changed your mind, accepting the parcel and returning it under our Returns & Refunds Policy is the route that works.
Rule 7 — After 10 working days of silence we investigate, and a lost parcel is replaced
If tracking shows the parcel moving, give it a little more time. If tracking hasn't updated for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, contact us with your order number. We open the investigation with the carrier — we do that, not you — and it can take up to 10 working days to come back. If the carrier confirms the parcel is lost, we send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
Why: carriers won't accept a loss claim until a parcel has been silent for a set period, so writing earlier starts nothing; writing at 10 working days starts a claim we can actually pursue, and we update you as soon as we hear rather than at the end of a silence.
Rule 8 — "Delivered" with no parcel: tell us within 7 days
Check these first: the doorstep, porch, behind bins, under a shelter and any safe place you've registered with the carrier; your letterbox and any communal letterboxes; neighbours, who often accept parcels without leaving a note; others in your household; a concierge, caretaker or reception; and the carrier's card or notification, which sometimes names where it was left. If it hasn't appeared, contact us within 7 days of the delivery scan so we can raise a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, Rule 10 applies.
Why: parcels are occasionally scanned as delivered a day before they actually arrive, and the carrier's claim window for a "delivered but missing" parcel is short — reporting within 7 days keeps the claim open.
Rule 9 — Damage: tell us within 3 working days, with photographs
Inspect the delivery on arrival. If the outer packaging or the item is damaged, keep all packaging and email us within 3 working days of delivery with your order number and photographs of the product, the outer packaging and the shipping label — take them before the packaging goes in the bin. We're unable to accept claims without photographs or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, "A different question: something's wrong with it").
Why: the photographs are what our carrier claim rests on, and the carrier's own window for that claim is just as short — without them it can't be filed.
Rule 10 — Shipping Protection is optional, and non-refundable once dispatched
Shipping Protection is an optional add-on at checkout, shown as its own line before you pay and never included unless you select it. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge, without you pursuing a carrier claim yourself.
The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It's only refunded when an order is cancelled within the 5-minute window in Rule 2.
Why: the cover runs for the journey, and once the journey has happened the service has been provided.
Rule 11 — The checkout total is what you pay
All prices are shown in pounds sterling and include VAT where applicable. No customs charges, import fees or delivery surcharges are added afterwards.
Why: everything that can be charged is shown before you pay — there is nothing to collect on delivery.
Customer service
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@snugleigh.com