Welcome to Cuddly
The products you purchase will be carefully placed in Cuddly boxes. These boxes will then be placed in bubble wrap bags to ensure they are properly protected during shipment.
Inside the box you will find the Cuddly products you have purchased, accompanied by a guarantee certificate. Please make sure you keep it for any future problems and/or complaints.
Packages are generally dispatched within 2 days after receipt of payment. Orders are shipped with BRT or GLS couriers, with tracking information.
Regardless of the type of shipping you choose, we will provide you with a link to track your package online
DELIVERY TIME: 2-7 working days.
The products you order will be shipped to the address you have specified in the order form.
When your products are delivered to the courier company, you will receive a shipping confirmation email with a tracking number, which you can use to check the status of your order in the "Profile - My Orders" area of the Site.
Deliveries will be made from our headquarters in Istrana (Treviso) by BRT S.p.A. Monday to Friday, during normal business hours, excluding public holidays. Cuddly S.r.l.s. reserves the right to use other courier companies and/or different delivery methods. In this case, the change will be specified in the product sheet.
The order will be considered as "dispatched" once the goods are delivered to you at the address specified in your order. Goods are delivered to ground floor only.
If you are not home when the courier attempts delivery they will leave a card indicating that they have attempted delivery (i.e. calling card). On the card you will find a contact phone number, which you need to call to ask for a second delivery attempt. After two failed delivery attempts the package shall be held at the local depot. As soon as the package arrives at the local depot, our Customer Service will contact you to release your parcel and make sure that it is delivered to you as soon as possible. If necessary, you may reschedule delivery with our Customer service and have the goods delivered to a different address. If the next delivery attempt made after being contacted by our Customer Service is unsuccessful, or if you don't answer our Customer Service when attempting to call you, you package will be returned to Cuddly S.r.l.s. and you will be notified by e-mail. You acknowledge that, thirty (30) days after your package is returned to Cuddly S.r.l.s., the contract will be terminated and the purchase order cancelled pursuant to art. 1456 of the Italian Civil Code. Once the contract is terminated, Cuddly S.r.l.s. shall refund the total amount paid by you for the goods, minus the cost of delivery as well as any expenses charged by the courier for holding your goods at a local depot. The termination of the contract and the refund amount will be notified to you via e-mail. The amount of the refund will be credited using the same payment method you used for your purchase.
Regardless of the delivery method you have chosen, the following conditions will apply:
a) if the goods you have purchased are not delivered on time or are not delivered at all, you have the right to file a complaint to our Customer Service by accessing the "Contacts" section of the Site. Cuddly S.r.l.s. will investigate your complaint and whether the non-delivery or late delivery is due to Cuddly S.r.l.s. and not to unforeseeable circumstances or force majeure, notwithstanding your possibility to use ordinary legal remedies;
b) in the event of non-delivery, Cuddly S.r.l.s.. will refund the total amount paid by you - including the purchase price, shipping costs and any other additional cost - immediately and in any case within thirty days from the day when you are notified of the outcome of the complaint;
It is up to you to check the condition of the product on delivery.
If there are visible signs of tampering on the packaging, you need to accept the delivery conditionally, and immediately notify our Customer Service by accessing the "Contacts" section of the Site. This is without prejudice to the provisions of Articles 6 (right of withdrawal) and 8 (guarantees and non-compliance) of these General Conditions of Sale.
Right of Withdrawal
Product quality is very important, and your satisfaction is 100% guaranteed!
If you have purchased any products through the Site, you have the right to terminate your contract with Cuddly S.r.l.s. without penalty and without providing any reason, within 14 (fourteen) working days from the date of receipt of the goods.
To exercise your right of withdrawal, you need to:
a) Send a cancellation request by email to firstname.lastname@example.org within fourteen (14) working days from the date of receipt.
b) Return the good(s) you have purchased, properly protected and packed in their original packaging, complete with any accessories, using a carrier of your choice and at your expense, within ten (10) working days of receipt of the goods. Returned products must be unused and unworn.
c) Send the goods you want to return to the following address:
CUDDLY S.r.l.s. Via Nazario Sauro, 16A – 31036 ISTRANA (TV)
After receiving the goods and verifying that you complied with the terms and conditions for exercising your withdrawal rights, as well as the integrity of the products, Cuddly S.r.l.s. will refund the amount you paid as quickly as possible, and in any case within fourteen days of the date on which Cuddly S.r.l.s. confirmed that you can exercise your right to withdrawal. You will receive an e-mail confirmation of the refund amount, which will be credited to your account by prior arrangement.
The return of the goods shall be your responsibility until they reach their destination at Cuddly S.r.l.s. headquarters as specified above. For your protection, please send the package with a delivery service that insures the value of the goods and is traceable.