Snugly

Website: www.snugly.co.za

Last updated: 05/10/2026

1. Introduction

This Shipping and Returns Policy explains how Snugly (“we”, “us”, “our”) delivers orders for our waterproof blankets within South Africa, and how returns, exchanges and refunds work. It covers our delivery areas, timeframes, costs and what happens if something goes wrong. It forms part of our Terms and Conditions.

2. Where We Deliver

We currently deliver to addresses within South Africa only. We do not currently ship internationally. If you are outside South Africa, please contact us and we will let you know if a special arrangement is possible.

We deliver to street addresses, businesses, and courier collection points where offered at checkout. Some remote or rural areas, and addresses without a clear street address, may not be serviceable by our courier. We will contact you if we cannot deliver to your address.

3. Order Processing Time

Orders are processed and dispatched within 2–3 business days after we receive confirmed payment. Business days are Monday to Friday, excluding South African public holidays.

• Orders placed after 2:00 pm or on weekends and public holidays are processed on the next business day.
• If you pay by EFT, we dispatch once payment reflects in our account.
• If an item is out of stock or delayed, we will contact you before dispatch to let you wait, swap or cancel for a full refund.

You will receive an email/SMS/WhatsApp confirmation when your order is placed and again when it is dispatched, including a tracking number where available.

4. Delivery Times

Once dispatched, estimated delivery times from our [city/province] warehouse are:

Area	Estimated delivery time
Major centres (e.g. Johannesburg, Pretoria, Cape Town, Durban)	2–4 business days
Other towns and cities	3–5 business days
Outlying, rural and remote areas	5–10 business days

These are estimates, not guarantees. Delivery times may be affected by peak periods (such as Black Friday, festive season and winter), severe weather, public holidays, courier delays, road closures, strikes, power outages or other events outside our control. We will do our best to keep you informed of any significant delays.

5. Shipping Costs

Shipping costs are calculated at checkout based on the size and weight of your order and your delivery address, and are shown in South African Rand (ZAR).

• Standard shipping fee: R150
• Free shipping: on orders over R1500.

The shipping fee you see at checkout is the amount you pay. We will not add hidden costs after you have placed your order.

6. Couriers and Tracking

We use reputable courier partners, such as The Courier Guy, GenX, Aramex or Fastway , and we choose the service best suited to your order and location. Once your order is dispatched, we will email you a tracking number and link. Tracking updates may take up to 24 hours to appear after dispatch. Some local deliveries do not get a waybill or tracking number.

7. Receiving Your Order

• Someone over 18 should be available to receive and, where required, sign for the parcel.
• Please make sure your delivery address, contact number and any access details (complex name, gate code, unit number) are correct. Couriers usually attempt delivery [2–3] times.
• If you are not available, the courier may leave a notice, contact you to rearrange, or move the parcel to a nearby collection point.
• We cannot take responsibility for delays or non-delivery caused by an incorrect or incomplete address supplied by you. If a parcel is returned to us because of this, we may charge you for re-shipping, or refund the order less the original and return shipping costs.
• Unclaimed parcels that are returned to us after 14 days will be treated as a cancelled order, and a refund will be issued less the shipping costs incurred.

8. Changing or Cancelling an Order Before Dispatch

If you need to change your delivery address or cancel your order, contact us at info@snugly.co.za or WhatsApp us as soon as possible. We can usually make changes only if the order has not yet been dispatched. Once an order has been handed to the courier, we cannot guarantee that the address can be changed or the order cancelled, but we will try to assist.

9. Damaged, Defective or Incorrect Items

Please inspect your parcel when it arrives.

• If the packaging is visibly damaged, please note this with the courier when you receive it, if possible, and take photos.
• If your blanket arrives damaged, defective or is not what you ordered, contact us within 7 days of delivery with your order number and photos. We will, at your choice and as the law requires, repair, replace or refund the item, and we will cover the return shipping where the fault is ours.

Your rights under the Consumer Protection Act 68 of 2008 are not limited by this policy.

10. Lost or Delayed Parcels

If your tracking shows your parcel as delivered but you have not received it, or it appears to be lost or significantly delayed, please contact us within 7 days of the expected delivery date. We will investigate with the courier and, if the parcel cannot be located, we will send a replacement or issue a refund.

If we have not delivered within the agreed time, or within a reasonable time where none was agreed, you may contact us to cancel the order for a refund, as provided for in the Consumer Protection Act.

11. Risk and Ownership

Risk in the goods passes to you when the order is delivered to the address you provided (or collected by you or your nominated person). Ownership passes to you once we have received full payment.

12. Returns: Changing Your Mind

You may return most items within 7 days of delivery, even if you have simply changed your mind. Under the Electronic Communications and Transactions Act (ECTA), you may cancel an online purchase of goods within 7 days of receiving them, without giving a reason and without penalty.

To qualify, the item must be:

• unused, unwashed and in the same condition you received it, with no stains, odours, pet hair, damage or signs of outdoor use;
• in its original packaging, with all labels and accessories included; and
• accompanied by your order number or proof of purchase.

13. Items We Cannot Take Back for a Change of Mind

We cannot accept change-of-mind returns of:

• blankets that have been used, washed, stained or damaged after delivery;
• custom-made, personalised or made-to-order items;
• clearance or final-sale items that were clearly marked as non-returnable before purchase; and
• gift cards.

This does not affect your rights if an item is faulty (see section 16).

14. How to Return an Item

1. Contact us within the return window with your order number, the item(s) you are returning, the reason, and photos if the item is faulty or damaged.
2. We will reply within 5 business days with a return authorization number and instructions.
3. Pack the item securely in its original packaging and write the return authorisation number on the parcel.
4. Send it using a tracked courier service or the drop-off point we give you and keep your tracking number or proof of postage.
5. We inspect the item within 3–5 business days of receiving it and email you the outcome.

Please do not send an item back without our approval, as we may not be able to match it to your order.

15. Return Shipping Costs

• Change of mind: you pay the cost of sending the item back. [The original delivery fee is not refunded for change-of-mind returns.
• Faulty, damaged or incorrect items: we pay for the return, either by arranging collection or by reimbursing your reasonable courier costs.
• Lost returns: please use a tracked service. We cannot be responsible for a parcel that has not reached us.

16. Faulty, Damaged or Incorrect Items

Under the Consumer Protection Act, you are entitled to goods that are of good quality, free of defects and fit for their intended purpose. If a defect appears within 6 months of delivery, you may ask us to repair, replace or refund the item. A blanket that is not waterproof when used as described on its product page is treated as defective.

The 7-day reporting window in section 9 applies to transit damage and incorrect items. It does not shorten your 6-month right for defects. Please email us with your order number and photos so we can assess the problem. Normal wear and tear, misuse, and damage from not following the care instructions are not covered.

17. Refunds

• Approved refunds are paid to your original payment method or, for EFT payments, to the bank account you give us.
• We process refunds within 7–10 business days of approving your return, and in any case within 30 days of your cancellation. Your bank may take a few more days to show the money.
• For change-of-mind returns, we may deduct an amount if the item comes back used, damaged or incomplete and the original shipping fee is not refunded.
• Refunds are not made in cash. Store credit is available only if you choose it.

18. Exchanges

You can exchange an item for a different colour or size, subject to stock. Follow the return process in section 14 and tell us what you would like instead. We ship the replacement once we receive and approve the returned item. If the new item is out of stock, we will refund you instead.

19. Changes to This Policy

We may update this policy from time to time. The version in force when you place your order will apply to that order. The latest version is always available on this page, with the “Last updated” date shown at the top.

20. Contact Us

For questions about your delivery or a return, contact us:

Email: info@snugly.co.za

WhatsApp: 0649009075

Hours: Monday to Friday, 8:00 am to 4:30 pm

Address: South Africa

Snugly