Neko Tiny – Cinnamon

SHIPPING

Standard flat rate shipping is $10 per order Australia-wide. Standard postage orders processed within 1-2 business days.

Express post shipping is $20 per order Australia-wide. Express postage orders processed within 24 hours.

You will be provided your parcel tracking information once your order has been packed.

Our preferred shipping method is via Australia Post and Sendle and all parcels include tracking. Express orders and orders addressed to PO boxes will be sent via Australia Post.

Please allow approximately 7-10 business days delivery time. There may be times that interstate standard shipping may take up to 14 business days to arrive. Shipping times may vary during peak times such as Christmas. Snuggle Gully is not responsible for any shipping delays that may occur with any postal service. 

Once your order has been dispatched, Snuggle Gully no longer holds any responsibility for the items. Customers are advised to initiate an investigation with the designated courier service, such as Australia Post or Sendle. We will endeavour to assist you with the investigation process to the best of our ability.

Local pickup is available from Geelong, Victoria and it is free of charge. Customers can choose this option during checkout. When we receive your order, an email will be sent with full details within 24 hours of payment receipt.

REFUNDS & RETURNS

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

We inspect all products prior to shipment. However, if you identify a defect or damage, contact us at info@snugglegully.com.au. We will do our best to replace or refund faulty products, subject to stock availability. The exact pattern or colour may not be guaranteed.

Refunds are issued only if a replacement is unavailable.

Refund Delays: If you’re experiencing delays with your refund, please check your email for any updates from us. If you haven’t received any communication, feel free to reach out to us via info@snugglegully.com.au for assistance.

To be eligible for a return/refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging with labels intact. The customer is responsible for paying postage for the item and the postage should include tracking. No returns/refunds will be accepted for items that have been washed and/or used.

Under no circumstances are shipping costs refunded.

We replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@snugglegully.com.au and we will communicate with you how to proceed. Please take photos of the damage and include them to your email. This helps us process your return more efficiently.

If the wrong item is mistakenly sent, the correct item will be dispatched to replace it. We do not offer refunds for wrong items sent. We rectify the mistake by sending the correct item.

CANCELLATION

At Snuggle Gully, we strive to ensure a smooth shopping experience for you. However, 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.

You can cancel your order before shipment processing for a full refund, minus transaction fees. Once your order is shipped, cancellation is not possible.

Also, please keep in mind that gift cards, cannot be cancelled or refunded.

If you have any questions or need further assistance, we are always here to help!

PRE-ORDERS

If your order includes pre-order items, the shipping or collection notification email will be postponed until all of your products are available. 

Please note that the preorder availability dates are only estimates. The actual arrival date may be subject to delays caused by factors beyond our control, such as manufacturing or transportation issues.

We’ll arrange for the correct item to be sent to you and provide instructions for returning the incorrect one.-

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

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.