FAQs
I have a Snug already
What happens to the guarantees on my sofa?
The 15 year frame and 1 year fabric guarantees are still applicable. If you have any issues with your Snug sofa please contact us using the [email protected] email address with your order number and the team will help you out.
What happens to the warranty on my sofa?
If you bought a warranty on your sofa at time of purchase this is still valid. Please contact the warranty provider (Emiera) if you need to make a claim.
Who will handle any repair or maintenance issues now?
If you require assistance please contact [email protected] who can help you out with repairs or maintenance. As Snug is part of the SCS group, the team will still be available to support you.
What happens if my sofa becomes faulty or I need to replace a part in the future?
If your sofa develops a fault, please contact us at [email protected] where our friendly customer services team will be able to assist you in resolving this issue.
Are extended warranties still valid?
All purchased warranties are still valid, your warranty is an insurance product provided by Emiera - please contact them directly if you need to make a claim.
I have ordered and paid for a Snug but it’s not arrived yet
Will my sofa still be delivered?
Yes - all purchases will be fulfilled. If for some reason there is an issue with your order a member of our customer services team will be in contact with you directly.
Will my sofa delivery be delayed?
It shouldn't be, but if it is for some reason one of our friendly customer services team will be in contact directly. There are always ongoing delays with global supply chains which may impact our shipments arriving.
Who will deliver my order?
Your order will be delivered by our delivery partners, Panther Logistics - which is as it is now. If you have any questions about this please contact us at [email protected]
What happens if my delivery date is missed?
Please contact us at [email protected] with your order number and our friendly customer services team will be able to assist you. You can also track your delivery using the link provided to you by Panther Logistics.
Can I change my delivery address?
Yes - please contact us at [email protected] but be sure to do this more than 3 days before delivery is due otherwise a fee will be chargeable.
Can I change my delivery date?
Yes, depending on availability with our delivery partners - please contact us at [email protected] but be sure to do this more than 3 days before delivery is due otherwise a fee will be chargeable.
How will I be informed about changes to my order status?
If for some reason we need to change the delivery date of your order our customer services team will contact you directly by phone and/or email.
Can I cancel my order?
Yes, if you wish to cancel your order please contact our customer services team at [email protected]
Can I return my order once it's been delivered?
Yes, of course. If for any reason you are not satisfied with your Snug sofa, please contact our customer services team at [email protected] with your order information within 14 days of receipt of your sofa and they will arrange a collection for you in line with our returns Ts and Cs.
General FAQs
Refunds and Cancellations:
Can I cancel my order and get a refund?
Yes of course - please contact us at [email protected] with your order number and we will be happy to assist.
How do I apply for a refund if the company is closing down?
Whilst the brand will no longer be trading, since we are part of the SCS group it means that all customers are protected and will be supported by our customer services team. If you need a refund please contact us at [email protected]
Will I receive a full refund or a partial one?
All applicable refunds will be honoured - if a full refund is due, a full refund will be issued, if a partial refund is due, a partial refund will be issued.
Will the 100 day trial still stand?
We have now stopped the 100 day free trial. Your rights as a consumer under the distance selling regulations still apply though so you have the right to cancel your order for a full refund up to 14 days after receiving your order.
Will my order be cancelled?
No. All placed and open orders will be fulfilled. If for some reason there is an issue with your order our customer services team will be in contact directly.
If I have a pending refund, will this be honoured, and when?
Yes, all refunds will be honoured. Refunds take place within 7 days of the request being made if you are cancelling an order or if relating to a return, once the order has been received and checked by our QA team in the warehouse. If you are still awaiting a refund and think it should have arrived by now please contact us as [email protected]
How long will it take to process my refund?
Refunds take place within 7 days of the request being made if you are cancelling an order or if relating to a return, once the order has been received and checked by our QA team in the warehouse. If you are still awaiting a refund and think it should have arrived by now please contact us as [email protected]
Customer Service:
Who do I contact for customer service issues after the company closes?
Please continue to contact us at [email protected] - as Snug is part of the SCS group, we will still be here supporting customers.
Is there a customer service number or email that will remain active?
Yes, you can contact us by email at [email protected] or by phone on 01915 945 655
I am still waiting for an answer to an issue. Do you think this will be resolved before the closure?
Don’t worry, our customer services team are still here working through any new and existing contacts - please bear with us.
Who can I escalate a complaint to?
All escalations should still go through our customer services team at [email protected]
Will customer service be available after the closure?
Yes absolutely, as Snug is part of the SCS group we will still have a customer services team available to support any after sales queries you have. Please contact us at [email protected]
How can I provide feedback on my experience?
If you have feedback, good or bad, please don't hesitate to contact us on our normal customer services channels.
I bought my Snug on a Finance package:
What happens if I am on finance for the sofa?
You shouldn’t experience anything different - your finance is provided by a 3rd party vendor and you should continue to pay them as usual.
Should I continue making payments, and to whom?
Yes - as Snug offers a finance plan from a 3rd party, you shouldn’t experience anything different. Please continue to make your payments as normal.
Can I pay off my finance early?
This is dependent on the T&Cs from your finance provider - please consult documentation you received from them when you made the purchase.
Documentation and Receipts:
How can I obtain copies of my purchase records if needed?
Your invoice will have been emailed to you at the time you made your purchase online, but if you require a further proof of purchase please simply email in to [email protected] and the team can provide you with an additional invoice.
What documentation should I keep for warranty claims?
Please keep your order number and your initial email containing your proof of purchase. The team is able to look you up in our systems with that.
Alternative Arrangements:
Is there a partner company taking over the orders and customer service?
Snug is wholly owned by SCS who are continuing to support current customers.
Legal and Consumer Rights:
What are my consumer rights in this situation?
As a customer, you are protected by the Consumer Contracts Regulations. As Snug is not closing down or going into administration, there are no differences to this and if you have any issues with your product or order please continue to contact the Snug customer services team on [email protected].
As advised by the Government website, please seek further advice from Citizens Advice if you would like to learn more: Citizens Advice
Can I take legal action if my concerns are not addressed?
Your rights as a consumer are protected by the Consumer Contracts Regulations. If you feel Snug hasn’t complied with these then please contact us at [email protected] or seek advice from Citizens Advice.
What legal rights do I have as a consumer?
As a customer, you are protected by the Consumer Contracts Regulations. As Snug is not closing down or going into administration, there are no differences to this and if you have any issues with your product or order please continue to contact the Snug customer services team on [email protected]
As advised by the Government website, please seek further advice from Citizens Advice if you would like to learn more: Citizens Advice