Frequently Asked Questions

We list some frequently asked questions here, mainly about returns and exchanges. If you have a question about our products, please contact us via email at veronica@snugnz.com or using our Contact page.


1. What is your Online Refunds & Exchanges policy?
As part of the Snug Promise we will happily give refunds and accept returns or exchanges for ONLINE sales within 365 days of purchase. Garments must be in brand new condition, unworn, unwashed, with tags attached, and accompanied by the original receipt.

2. Returns under the Snug Promise
If you’re reading this, then you’re not 100% amazed with your online purchase, and you wish to return it for a credit under the Snug Promise. 
We’re sorry to hear it!

3. What’s the Snug Promise?
Part of the Snug Promise is that if you return your purchase with the original receipt, original tags attached, and in ‘unworn condition’, we will no-quibble credit your account with us for the original purchase price.

4.How does this actually work?
So if you’ve bought a jumper online at snugnz.com for $200 and you post it back to us in ‘unworn condition’ with original tags attached, including this form and your receipt, we’ll immediately credit your account with a $200 gift voucher that you can spend online with us any way you like.

5. What’s ‘unworn condition’?
Obviously you’ve tried on your purchase. Maybe you’ve worn it out once with the tags on, to test drive it. ‘Unworn condition’ means that it has no marks, stains, pilling, stretching or any other sign of wear. If you return your purchase and our returns team deem that it is not in ‘unworn condition’, then at our discretion we may not credit your account. This is because under New Zealand law we are not obliged to give a refund unless the goods are faulty. The Snug Promise goes far beyond this, but it is at our discretion. If we do not accept the goods are in ‘unworn condition’ then we will return them to you at our cost.

6. I’ve lost my receipt / tags?
We can’t accept items returned to us without the receipt or tags. Ouch! This is because without the receipt, we can’t tell if you bought from us or not. If you return them to us without the receipt or the tags, we’ll post them back to you again at our cost.

7. Okay, I want to return my online purchase. What now?
-Print out and fill in the simple form at http://cdn.shopify.com/s/files/1/0200/1466/files/Snugnz.com_Returns_under_the_Snug_Promise_Form_vf.pdf?5333
-Post the form, the purchase with tags and receipt to us at:
Snug 

17/19 Queen's Arcade

34-40 Queen Street

1010 Auckland New Zealand


-OR deliver the form, the purchase with tags and receipt to us at Snug, 17/19 Queen's Arcade, 34-40 Queen Street, Auckland 1010 during our opening hours.
-We’ll credit your online account with a gift voucher that matches the original purchase amount. You can spend this online at snugnz.com in any way you wish.
We will mail your exchanged item to you as soon as we have processed your exchange.
Please note that shipping fees and/or duty are non-refundable, and the cost of shipping returns/duty must be born by the purchaser.

8. How do I refund or exchange a gift?
We do not offer refunds unless goods are faulty. However, you are welcome to claim an exchange under the Snug Promise. Garments must be in unworn condition, unwashed, with tags attached, and accompanied by the original receipt or gift receipt. If you have the original sales receipt you can refund or exchange your gift the same way you would return a regular purchase. Review the answer to Question 7 above to learn more.

9. Can I come to your Queen's Arcade stores to refund or exchange a purchase made online?
Yes, we can accept refunds or exchanges for purchases made online at Snug, 17/19 Queen's Arcade, Auckland. Follow the process in Question 7.

10. How long do I have to return or exchange a purchase?
For online orders, return shipments must be post-marked no more than 365 days after you received your shipment.

11. What if I can't find my original receipt?
We can't exchange a product or offer a refund for a faulty product unless they are accompanied by the original receipt.

12. Cancelling your order
Once your order has been processed, i.e. you have paid online for your goods, there is only a small window of time before your order will be packed and dispatched.
If you wish to cancel your order, please email us immediately on veronica@snugnz.com quoting the order number, the full name on the method of payment, and the $ amount of the order.
If your order has been packed and dispatched, please note that we will not be able to offer you an exchange except via the process described in Question 7 above under the Snug Promise.
Please note that under New Zealand law we are not legally obliged to refund you if you change your mind, or if the garment you have purchased does not fit. If the goods are faulty we will of course meet our obligations under the New Zealand Consumer Guarantees Act.


13. How do I refund or exchange a recent purchase made at your Queen's Arcade stores?
It is important that you choose carefully when purchasing instore as we are not obliged to refund you if you change your mind, or if the garment you have purchased does not fit when you return home. If the goods are faulty we will meet our obligations under the New Zealand Consumer Guarantees Act. At our discretion we may offer an exchange or credit provided the purchase is returned to us in unworn condition, with tags attached and accompanied by the original receipt within seven days.