Statement from Snug Furniture Limited

Following recent changes to the business, we have created this page to help answer some of the questions you may have. We hope that this page will be a useful resource which we will continue to keep updated with any new information that becomes available.

On the 10th January 2023, the business and assets, including the stock, the brand, domain names, website and intellectual property of Snug Shack Limited (‘Snug’) was sold to Snug Furniture Limited, a newly incorporated subsidiary of ScS Group Plc (‘ScS’) as part of a pre-pack administration, the administrators being Colin Hardman and Mark Ford of Evelyn Partners.

Snug was founded four years ago and pioneered the modular sofa in a box industry in the UK. During those first three years the brand went from strength to strength. However, in 2022 Snug suffered difficult trading conditions against the backdrop of a challenging economic climate, in particular, rising living costs and a downturn in discretionary spending. These well publicised challenges are typical of those which the wider retail sector, and specifically furniture retailers, have also been impacted by following the global pandemic.

The team at Snug Shack Limited have been working closely with the ScS management team to prepare for this partnership and the next stage of the business. Snug will trade as Snug Furniture Limited with our customers at the forefront of our mission to continue bringing comfort, convenience and speed to people's homes across the UK and beyond.

We have identified a small number of customer orders affected by these changes to the business and will be in touch with them as soon as possible. Due to team resources, please bear with us whilst we work through contacting customers. In the meantime, we have created this helpful resource of FAQs below, which we will keep updated with any new information, to help answer any immediate questions you might have.

I’ve placed an order, what happens next?

There are a small number of customer orders affected by this change. We have identified those orders and our Customer Service team will be in touch with those customers shortly via email and phone. We have set up a dedicated support line for these customers to get in touch on 0191 594 5655 or snug@scs.co.uk.

If you don’t hear from our Customer Service team, your order has not been directly affected by these changes. If you have a customer query that is unrelated to an upcoming order, you may experience a slower response time than usual. We appreciate your patience as we work through this outreach and we will aim to provide a response to all queries in due time.

I’ve tried to contact you, but haven’t had a response, when will you be coming back to me?

Our Customer Service team are experiencing an exceptionally high volume of calls and emails at the moment. We are working hard to come back to all our customers with outstanding orders, please bear with us and we will be in touch with you as soon as we can.

If your order has been affected by this transition, we have a dedicated support line. Please contact 0191 594 5655 or email at snug@scs.co.uk to walk you through options and next steps. If you have a general query that is unrelated, you can get in touch with our customer service team at orders@snugsofa.com

Are there any changes to Snug trading?

No, the business continues trading under the new ownership of Snug Furniture Ltd as part of the ScS family.

How do I cancel or refund my order?

If you have an outstanding order with us, our Customer Service team will be in touch and will be able to detail the options available to you. We will be able to guide you through the next steps.

If you have received delivery of your product prior to the 10th January 2023, and wish to discuss a return, whilst we appreciate it is disappointing, we are unable to accept returns. If you have a faulty item, then a claim can be submitted to your card provider, PayPal or DivideBuy. You should also register a claim with the administrators.

You have contacted me to say that my order delivery will be delayed, when will this be delivered?

There will be a small number of unavoidable delays to the production and delivery lead times due to the changes to the business, however both Snug and ScS are endeavouring to resume production and delivery as normal, as soon as possible.  

We are still understanding the full impact of the delays to orders, but our Customer Service team will keep customers updated on this regularly and as soon as we learn of estimated completion dates from our manufacturers, we will be contacting customers directly to book their delivery.

How do I contact the administrators?

If you have faulty item or wish to speak to the administrators about any other matter you can reach them by sending an e-mail to snugshack@evelyn.com