Returns & Refund Policy

Our Standard Returns Policy:

United Kingdom: Our policy lasts 30 days. If 30 days have gone by since you received your goods, then unfortunately we can’t offer you a refund or exchange.

We want to ensure you are always happy when shopping with us. You have 15 days from the goods received date to contact us if you wish to return an item(s) for an exchange or refund and then a further 15 days to return the goods back to us.
Please ensure all goods returned are in their original packaging, unworn and with any original tags attached. If goods are found to be damaged or worn this will result in them being refused and returned back to you.

If you are returning an order back for an exchange, your item(s) will be checked by our returns team and they would usually aim to dispatch your new item(s) on the same day (returns are usually checked within 5 working days of them arriving back).

If you are returning an item(s) back for a refund you will receive a full refund for the item(s) you have returned.

Customers are responsible for paying to return any goods.
To return an item(s) please e-mail sales@onesnug.co.uk with your ORDER NUMBER (also known as Channel Reference Number that starts with #OS) for return authorisation. Please note, our returns address is different to our Head Office address, please make sure to send an email for the return instructions, we usually reply to any return requests within 1 working day.

International customers: We can only accept your order back for a refund, if you wish to receive an exchange then please return the item(s) back to us for a refund and re-order the new item(s) you need.

Cancellations/Amendments:
If you place an order and then wish to cancel it, you must contact us by email at sales@onesnug.co.uk before your order has been dispatched.