We hope you love your Shnuggle products. If you have any questions or concerns, please get in touch with our friendly team at orders@designerbabybrands.co.nz and we’ll do our best to help. If you wish to return an item, please review the following policy carefully.
1. Changed Your Mind?
If you’ve changed your mind, you may return your item(s) within 30 days of receiving your order, provided the following conditions are met:
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The product is unused.
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It is returned in its original, undamaged packaging.
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It is in resaleable condition.
To request a return, please email us at orders@designerbabybrands.co.nz with:
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Your order number
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The item(s) you wish to return
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Your reason for return
Once authorised, you will receive return instructions. Please note:
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You are responsible for return shipping costs.
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We recommend using a tracked and insured delivery service.
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Include your returns slip or order details in the package so we can identify it upon arrival.
2. Items That Cannot Be Returned
For hygiene and safety reasons, we cannot accept returns on the following items if opened or unsealed:
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Dressing sets
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Bedding
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Mattresses
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Towels or washcloths
Additionally, assembled nursery furniture cannot be returned unless there is a verified fault. In such cases, we will investigate and resolve the issue.
3. Refund Process
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Once your return is received and inspected, a refund will be issued to your original payment method.
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For bundle purchases, partial returns will be refunded based on the proportional discount applied at the time of purchase.
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Refunds will be processed within 14 days of receiving the returned goods.
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We reserve the right to decline refunds where returned items do not meet the conditions stated above.
4. Ordered the Wrong Item?
If you’ve ordered incorrectly, please contact us as soon as possible. If your order has not yet shipped, we can cancel and refund your order. (Orders typically ship the next working day.)
If the order has already been dispatched:
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Please accept the delivery and return the item(s) unopened and in original packaging.
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Return shipping costs will not be reimbursed.
5. Damaged Items or Delivery Issues
Please inspect all parcels upon delivery. If your order arrives damaged or incomplete, contact us within 5 days of delivery with:
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Photos of the damage
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Images of the packaging
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Your order number
We will arrange prompt resolution, which may include replacement parts or a full item replacement at our cost.
6. Product Guarantee – 12 Months
All Shnuggle products are covered by a 12-month guarantee from the date of purchase. This includes free replacement parts in the event of a manufacturing defect.
To make a claim, please email us with:
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Proof of purchase
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Description of the issue
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Supporting images (if applicable)
Please note: The guarantee does not cover:
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General wear and tear
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Damage caused by improper use or failure to follow care instructions
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Stains, spills, or cosmetic damage not affecting product function
Important: If your original order was delivered to a NZ shipping agent, any replacement items or parts under guarantee can only be sent to the original NZ address. We do not ship replacements internationally.