SnooziOwl

A:You have a statutory right to cancel most online purchases within14 daysof receiving the goods. If you choose to cancel, please contact our Customer Support within that 14-day period and return the item within a further 14 days.

Please note:some products are not eligible for standard cancellation (for example clearly stated bespoke or personalised items, and sealed items where the seal has been broken). If a product is non-returnable for these reasons this will be explicitly stated on the relevant product page. If it isnotstated, the statutory cooling-off right applies.
How to cancel:contact support with your order number and reason; we will confirm next steps and provide return instructions if required.

A:If your purchase is faulty, damaged in transit, or materially different from its description, you are entitled to a remedy. In the first instance we will aim to resolve the matter promptly — this may include a full refund, a replacement, or a repair, depending on the circumstances.

Timescales and practicalities:you should notify us as soon as you discover the fault and provide photographic evidence where possible. If you report a fault within30 daysof receipt you may be entitled to reject the goods and receive a full refund. After this period we will assess whether repair or replacement is appropriate. We will communicate clearly about the next steps and expected resolution timeframes.

A:

• Faulty or incorrect items: Snooziowl will cover reasonable return postage costs where the return is due to a fault or an error on our part.
• Change-of-mind returns: unless otherwise stated, customers are responsible for return postage for change-of-mind returns. We recommend using a tracked service and keeping proof of postage.
  If you are unsure which category applies, contact Customer Support before returning the item.

A:Once we have agreed that a refund is due, we will process it without undue delay and in any event normally within14 daysof that agreement. Refunds will be made to the original method of payment unless an alternative arrangement is agreed. If you return an item by post, the 14-day period for refund processing begins when we have either received the goods back or evidence of postage, whichever comes first.

A:Orders are dispatched from our international fulfilment partners. Delivery times vary by destination and shipping option; an estimate is shown at checkout. When your order ships you will be sent a tracking number so you can follow its progress.
Customs, duties and delays:for international deliveries customers may be liable for customs duties or import taxes charged by the destination country; these are outside our control. If a shipment is delayed or appears lost, please contact Customer Support with your order and tracking number and we will investigate promptly on your behalf.