Refund policy

Our Promise

At Snuggle Heaven, we want you to love your Hello Kitty goodies. If something is wrong, or if you simply change your mind, we are here to help.

You always have 14 days from the day your order arrives to start a return. What happens next depends on where you live, so we have set it out clearly below.

EU, EEA & UK: Change of Mind

If you are shopping from the European Union, the EEA (Norway, Iceland, Liechtenstein) or the United Kingdom, you may cancel your order and return your items within 14 days of receiving them, without giving any reason. You do not need to justify your decision to us, and we will not ask you to.

This includes changing your mind, not liking the colour, or the item not fitting the way you hoped.

How it works

• Tell us within 14 days of delivery, by email or using our withdrawal form. The form is optional, an email is enough.
• Send the items back within 14 days of telling us.
• We refund you within 14 days of receiving the goods back, or of you proving you sent them, whichever comes first.
• Your refund includes the original standard delivery cost you paid, if any.

Full legal wording, including the exceptions required by EU Directive 2011/83/EU, is on our Withdrawal Policy page.

All Other Countries

If you are shopping from outside the EU, EEA or UK, we refund or replace your order when:

• Your package did not arrive
• The item arrived damaged or faulty
• You received a different item than the one you ordered

In these cases we cover everything, including return postage where a return is needed. Change of mind returns are not available outside the EU, EEA and UK, so please check the size chart on the product page before ordering.

How to Start a Return

Email us at contact@snuggleheaven.shop with your order number and, if the item is damaged or wrong, a photo. We reply within 24 hours and send you the return address and next steps.

Please wait for our confirmation before sending anything back. Parcels sent to an address we did not give you can be lost or refused, and we cannot refund what never reaches us.

Condition of Returned Items

You are welcome to try an item on, exactly as you would in a shop. Please return it unworn, unwashed, with tags attached and in its original packaging, and include your order number or proof of purchase.

If an item comes back visibly worn, washed, scented or damaged beyond simply checking it, we may reduce your refund to reflect the loss in value. We will always tell you before we do this, and explain why.

Non-Returnable Items

Some items cannot be returned once delivered:

• Custom or personalised items made to your specifications
• Perishable goods such as fresh flowers, plants or food
• Sealed hygiene and personal care products, once the seal is broken
• Sealed audio, video or software, once the seal is broken
• Items that have been inseparably mixed with other goods after delivery
• Gift cards

Discounted and sale items can be returned on the same terms as everything else. A lower price does not remove your rights.

Damaged, Faulty or Wrong Items

Please check your order when it arrives and contact us as soon as you spot a problem. Send a photo and we will sort it out with a replacement or a full refund, whichever you prefer. You never pay return postage on a damaged, faulty or incorrect item, wherever you live.

Customers in the EU, EEA and UK also have a legal guarantee of conformity for two years from delivery. If a fault appears later that was present when the item was made, contact us and we will help, free of charge.

Who Pays Return Postage

• Damaged, faulty or wrong item: we pay. Always.
• Change of mind (EU, EEA, UK): you pay the direct cost of sending the parcel back. Your original delivery cost is still refunded.

We recommend a tracked service. Until the parcel reaches us, it is still your responsibility, and an untracked parcel that goes missing cannot be refunded.

Refunds

We refund to your original payment method, within 14 days of receiving your return or of you proving you sent it back, whichever is earlier. You will never be charged a fee for a refund.

Banks sometimes take a few extra days to show the money in your account. If more than 15 business days have passed since we told you your refund was approved and you still see nothing, email contact@snuggleheaven.shop and we will chase it with you.

Exchanges

We do not swap items directly, because it is slower for you. Return the original order and place a new one for the size or design you want. That way your new item ships straight away instead of waiting for the old one to travel back.

Incorrect Address

Please double check your address before you order. If a parcel cannot be delivered because the address given at checkout was wrong or incomplete, we are not able to reship it or refund it. If you spot a mistake, email us straight away and we will correct it if the order has not shipped yet.

Unclaimed & Undelivered Parcels

Please collect your parcel or arrange redelivery with the carrier. If a parcel sits in a locker or depot unclaimed for more than 4 days and you do not answer our emails or messages, the carrier may return or dispose of it, and we cannot refund an order that was destroyed.

This does not affect your right to cancel. If you are in the EU, EEA or UK and you tell us within 14 days that you want to cancel, that is what counts, even if you also refused or did not collect the parcel.