help and support Customer Support

Addres

PO BOX 400
Leopold, 3224
Vic, Australia

help and support Customer Support

Phone

0497 875 000

help and support Customer Support

E-Mail

info@snugglegully.com.au

help and support Customer Support

Support Request

You can create a request for questions and help support!
We will get back to you as soon as possible.

CREATE REQUEST
Should I wash my carrier before first use?

It is preferable that you wash your wraps and carriers before the first use. 

Our manufacturer's facility is clean and the workers know the carriers touch babies' bodies. However, the carriers are touched, trasnported and handled by multiple people at multiple locations.

Therefore, we recommend a wash prior to first use, if you are certain about your purchase.

Are there safety guidelines for Babywearing?

Yes, there actually are. We call these in short TICKS.

T – Tight & secure

I – In view at all times

C – Close enough to kiss

K – Keep chin off the chest

S – Supported spine

What are the ways to find a suitable carrier for myself/our family?
  • Finding a local babywearing group and trying out carriers at their babywearing meet.
  • Joining to Neko Slings Australia & NZ FB group
  • Booking a consultation (online or in person) with Zeynep or if you want an in-person session but not in Geelong, then I’m happy to recommend you a local babywearing consultant.
  • Searching YouTube but choose the brand channels, content that are added recently and babywearing educators/consultant channel.
  • Following Snuggle Gully Instagram and Facebook content
Which carriers can I use for back carry?

Full buckle carriers

Half buckle carriers

Meh Dais

Onbuhimos

Woven wraps

Do you have a carrier suitable to premature babies?

Yes, Neko Tiny is made for premature babies and can be used from 2,5kg onwards. It is made from stretchy wrap fabric and very soft and easy to use.

What minimum weight is full buckle, half buckle and meh dai baby size carriers?

Babies who are 3,5kg and heavier can be worn in these carriers.

Why do I choose you to purchase from?

Snuggle Gully is a small business that is owned by a mother of 2 who wore her babies in different carriers and wraps. Zeynep is also a certified babywearing consultant completed Australian Babywearing Association’s babywearing training.

Snuggle Gully currently sells Neko Slings products. All Neko Slings carriers are safety tested and use fabrics that are natural.

On a side note – please be aware of carriers sold in Amazon, Temu, Ebay as those are not tested for safety and can be dangerous to use for your family.

How can I pay for my order?

There are multiple options to pay for your order;

  • Credit card payment
  • Afterpay
  • Direct bank transfer
  • Cash payment (Free local store pick-up option)
How much do you charge for shipping?

 

Standard flat rate shipping is $10 per order Australia-wide. 

Express post shipping is $20 per order Australia-wide. 

Orders over $250 are entitled to FREE standard flat rate shipping.

Please refer to the Shipping Policy for further information.

 
How long does it take you to process my order?

Standard postage orders processed within 1-2 business days.

Express postage orders processed within 24 hours.

Please refer to the Shipping Policy for further information.

Can I track my shipment?

Yes, all orders are tracked either via Australia Post or Sendle.

You will receive an email with the tracking number and a link within 48 hours of your order.

 
Do you ship overseas?
Shipment is only available within Australia. 
No international shipping, sorry!
Can I choose local store pick-up? If so, where are you located? Is it a free service?

You can choose FREE local store pick-up.

We are in Leopold, Geelong, Vic.

Can I change my shipping to Express Post?

If your order haven’t been shipped already, you can choose to pick up locally or upgrade to Express Post.

If you are changing from free shipping (over $250) to Express Post, then we will invoice you for $20.

If you are changing from standard flat rate shipping, then we will invoice you for $10.

I’ve received my carrier but it is faulty. What should I do?

Please contact info@snugglegully.com.au.

In your email, please make sure to add some photos, your order number and a brief description of the fault.

Then, we will proceed with the return/refund process.

What is the timeframe for the refund?

If a refund is approved, a credit will be processed within 5 business days via the payment channel used for the original order purchase, minus any fees charged by your payment provider (including but not limited to Bank Transfer and AfterPay).

Please note that some payment providers can take up to 10 business days to pass on a credit to the customer. 

Why is my order cancelled?

There are certain situations where we might need to cancel your order before it gets shipped.

This could happen if our systems flag the order as fraudulent, if the item you ordered is out of stock, or if we're unable to fulfill the order for any other reason.

Unfortunately, these situations are beyond our control which can result in the cancellation of your order.

Can I ask for a refund?

We do not issue refunds for change of mind on any items including those on preorder.

Refunds are issued only if a replacement is unavailable.

For further information, please refer to Refund Policy.

Privacy

At Snuggle Gully, we are committed to protecting your privacy and ensuring that your personal information is handled securely and responsibly.

Please read our Privacy Policy for further information.

How can I become an affiliate?
  1. You need to become a member of Snuggle Gully website.
  2. Apply to become an affiliate.
  3. Once your application is approved, you become and affiliate.
What is the benefit of becoming an affiliate?

You will get %10 commission for each sale that occurs via your unique code.

Becoming a Stockist

Snuggle Gully is the authorised distributor of Neko Slings in Australia.

If you want to stock Neko Slings wraps and carriers, please visit "Becoming a Stockist" page on our website and we will contact you for further information.