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Frequently Asked Questions


How Can We Help?

We want to make ordering a Snugg product as easy as possible, we know you might have a few questions about purchasing, shipping, returns and more so we’ve included answers to the most frequently asked questions here.

Use these links to quickly jump to a section:


Q. How can I track my order? / Where is my order?

A. You can track your order using your tracking number from your dispatch email, this is only applicable if you chose Courier Delivery.

Q. How long will it take to receive my order?

A. If your order has been placed on a standard service please allow up to 5-7 working days to receive this. A courier service should take no more than 2 working days.

Q. Which countries do you deliver to?

A. We deliver to:

Q. How do I get a refund/exchange?

A. To return your order please use the form on the reverse of your packing slip, fill it in and include it in your returning package, for more information please see our refund section

Q. Can I cancel my order?

A. You can cancel your oder by contacting Live Help between 8am and 1am, by email, or call us on 0800 051 3750 - 9am-5pm . Please note changes and cancellations can only be made before an order has been dispatched.

Q. Can I get a VAT invoice?

A. You can drop us an email and we'll get one on its way to you.

Q. Can I receive a replacement if my case is faulty?

A. To receive a replacement please email with your order number and some details of the fault. We will then look in to this further for you.


Q. The sleep/wake function doesn’t work, how do I activate this?

A. To activate the sleep/wake function of your case, the setting on the iPad needs to be turned to on, this can be found in your General Settings. If this doesn’t work then please ensure the iPad is in the case the correct way, the circle hole on the front of the case should be over the camera and not the home button. This article in our Tips and Tricks holds further useful information.

Q. Are our cases real leather?

A. Our cases are made from PU Leather, PU leather is split leather with a layer of polyurethane applied to the surface and then embossed.

Q. Can I get my case engraved?

A. We do offer case engraving by one of our affiliates for more details please visit personalisation if you have any enquiries please email


Q. Can I become a reseller?

A. We are very happy to work with resellers, however we would need some detailed information on where the cases are to be resold including a link to the site etc, this can be sent to or contact us on Live Help.

Q. Do you accept PO’s?

A. We can accept Purchase Orders from businesses that are unable to pay with a debit or credit card for more information please contact Live Help or