FAQ's

Before contacting us directly you may find the answer in our helpful FAQ's. (Please refer to the FAQ tab on each Starsnug product page for product related questions.) However, if you can't find your answer please don't hesitate to contact us.

What are my delivery options?

All deliveries are by Royal Mail Tracked Services.

Delivery Type

Estimated Delivery Time from dispatch

Cost

Standard Delivery

2-3 days  £2.95
Free Shipping (orders over £35) 2-3 days FREE
Royal Mail Tracked  24  1-2 days (not guaranteed) £4.50

UK Expedited-Royal Mail Special Delivery Guaranteed® By 1pm

Next working day if ordered Mon to Thurs before 1.00pm

£8.95

Europe- Royal Mail Track & Signed

3-4 working days

Weight based from £6.22  (€7 approx)

USA & Canada- Royal Mail Track & Signed

6-7 working days

Weight based from £9.75

Australia & Rest Of World-Royal Mail Signed

6-7 working days

Weight based from £10.00

The cut off point for dispatch is 1.15 pm weekdays for 24 and 48 tracked services and 1.00pm Monday to Thursday for Next Day Special Delivey Guaranteed.

Orders are dispatched Monday to Friday, so if you order after 1.00 pm on Friday it is likely your order will not be dispatched until the following Monday. We always try our upmost to ship orders as quickly as possible on the same day or on the next working day.

Next Day Special Delivery Guaranteed is only delivered weekdays Monday to Friday and not available for Saturday or Sunday delivery. If you wish your order to arrive on a Saturday please choose either our Standard or 24 Tracked service.

European and Worldwide delivery costs are weight based and can be calculated by putting your required items into your basket and then clicking on the view cart button. If you then enter your destination, an estimate will be given. Some countries may have restricted shipping so please contact us if this is the case.

 

How can I get free delivery?

Free delivery is given on UK order totals of £35 and above going to one UK postal address. 

Free delivery is sent by Royal Mail Tracked 48 service 2-3 days from dispatch.

If you require your items sooner please select the faster shipping option at checkout.

Please note that special discounts and offers may not always include free delivery.

Can you provide a personalised Gift Message?

A free personalised gift message can be printed on the order note.

Please type your message in the 'comments' text box at checkout.

Presentation Gift Bags closed with a tied ribbon are availble at a small extra cost to make your gift special. 

I'm sending a gift, do you include pricing information?

No price information is included with a gift order.

We do however provide returns and exchange information on the note.

I've changed my mind about my order.

If you change your mind we have a no quibble returns and exchange policy. As long as the returned item hasn't been washed and  is in a new resaleable condition with tags attached. 

It may be possible to change your order before dispatch. Please ring or contact us by email as soon as possible. We do dispatch our orders quickly, with collections twice a day, so it might not always be possible to amend an order even on the same day as ordering. In this case the item will need to be returned to us for a refund or exchange after delivery. We do not charge for sending out an exchange but return costs will be paid by yourself.

Do you have any discount codes?

We all like a bargain! We run promotions and discount codes on social media so be sure to follow us for any deals. We also might have a special offer that's tempting on our offers page so don't forget to take a look here .

Unfortunately, there are some unscrupulous websites advertising discount codes in our name. They do not have our authority to do this. These codes are not valid and they are only out to get your email address for further spamming. We are very sorry if you have been attracted by these fictitious deals and for any disappointment they may cause, but we are, unfortunately, powerless to stop them.

I haven't received my order what should I do?

Please allow an appropriate time for your order to arrive (as shown in our estimated delivery times). You can check your Royal Mail tracking number as given on your confirmation dispatch email.

The delivery status should be given on  https://www.royalmail.com/track-your-item#/    showing progress of the parcel and if any delivery attempts have been made.

If a delivery attempt has been made you can either arrange redlivery of your parcel or collection from your local Royal Mail depot. 

Please don't hesitate to contact us if there seems to be a problem.

I'm ordering for a business can I get a VAT receipt?

Please email us here to request a VAT receipt and we will be pleased to send you one.

Do you personalise your products?

We do not currently provide personalisation of our products.

(We often find our Starsnugs last for more than one sibling and because they are more of an outdoor garment personalisation is less popular)