FAQ

What TOG rating is your sleeping bag?

Cashmere has amazing thermoregulation and is highly breathable. As such, our cashmere sleeping bag doesn't have a specific TOG rating. It is able to accommodate a wide range of temperatures. Our sleeping bag is designed to be used in winter, autumn, spring and cooler nights in the summer. It comes with a free room thermometer and our clothing guide so you know how to dress your baby accordingly.

Are you able to ship worldwide?

Currently, we are only shipping to Australia and New Zealand. However, we are most definitely looking to expand our deliveries worldwide as soon as possible. Please sign up to our newsletter to receive updates for when we launch in your country if it isn't available yet. Email us at contact@snurflecashmere.com to let us know where you're from so we can prioritize arranging deliveries for countries based on demand.

Why should I use a sleeping bag instead of a blanket?

Using our Snurfle Cashmere sleeping bag means you don't have to worry about any loose bedding, like blankets, falling off or covering their face, causing them to be cold and wake up in the middle of the night.

Is your sleeping bag flammable?

Our cashmere sleeping bag has been thoroughly tested for flammability, and it is classified as low fire hazard (Category 1). However, as with all garments, keep it away from any fire or heat sources as it still poses a risk to your baby.

Can I pay in installments?

Yes! We currently offer Afterpay, which allows for 4 interest-free installments, payable every 2 weeks, paid over a total of 6 weeks. If you are unfamiliar with how Afterpay works, please click this link for some common FAQs.

What sizes/colors do the sleeping bag come in?

It comes in two sizes:
95 cm top to bottom (6 months - 2 years)
118 cm top to bottom (2-4 years)
Both sizes are extra long with plenty of wiggle room so growing babies can use them for an extended period.
Currently our sleeping bag is available in Charcoal.

How do I take care of my Snurfle Cashmere baby sleeping bag?

Please refer to our Cashmere Care page for details.

What is your return policy?

We have a 30-day return policy. You can start a return via your account page (if you have one), or just use this link to Start A Return. For full information, please view our Return Policy.

Where do you source your cashmere? 

Our sleeping bag is made from 100% grade-A cashmere, sourced from Inner Mongolia, where the best cashmere in the world comes from.

What currency is used on the Snurfle Cashmere website? 

All orders on Snurfle Cashmere are processed in NZD.

For your convenience, we have a currency converter on our site which will automatically convert the price to your local currency. However this for an indication only, Snurfle Cashmere processes all orders in NZD. While the content of your cart will be displayed in your local currency, you will checkout using NZD at the most current exchange rate.

This is the reason your confirmation email amount may differ to the amount on your bank statement.

Shipping 

We offer FREE courier from New Zealand. We are currently only shipping to Australia and New Zealand. But we are working to expand our countries of delivery ASAP. Please note that there may be shipping restrictions and/or delays due to COVID-19. If there are any issues with your delivery, we will get in touch with you.

Please click here to see shipping prices and time frames.

    All shipping addresses are to be written in English without accent marks on letters. If the incorrect address is provided and your order has been shipped, customers will incur a reshipping fee.

    Please email contact@snurflecashmere.com if you have any further shipping queries.

    How do I track my order?

    You will receive an email with your tracking number once your order has been shipped.

    All of our parcels are shipped with New Zealand Post. For international orders your parcel will be handed over to your local postal company for delivery once it has reached your country. 

    If you have any issues tracking your parcel please email contact@snurflecashmere.com

    How do I change or cancel my order?

    If you need to cancel or make any changes to your order please email contact@snurflecashmere.com within 2 hours of making your purchase. Please ensure the subject line of this email reads 'CHANGE OF ORDER' or 'CANCEL ORDER' and provide your full name and order number, and our team will get back to you shortly. 

    Please make sure you have read our Return Policy before proceeding. 

    I didn't receive a confirmation email?

    Please make sure you check all folders in your inbox including the junk and spam folders. If you still cannot find your confirmation email please email contact@snurflecashmere.com to ensure you provided the correct email during checkout.

    What if I made a mistake in my shipping address?

    If you have made a mistake in your shipping address please email contact@snurflecashmere.com within 2 hours of placing your order. Please ensure the subject line of this email reads 'CHANGE OF ADDRESS' and provide your full name, order number and corrected shipping address.

    My order status is 'unfulfilled', what does this mean?

    If your order status is shown as unfulfilled this simply means your order has not yet been dispatched, but the payment has been successful. Once your order has been dispatched you will receive an email providing you with a tracking number.

    Do I have to pay taxes and duties?

    If you live outside of New Zealand, your order may be subject to import duties and taxes, which is paid by the customer. We have no control over any of this.

    Please contact your local customs office for further information.

    What if my item arrives damaged or lost in transit?

    Every item is inspected after manufacturing, once again when it arrives in our warehouse and once again before it is shipped out. Therefore, it is highly unlikely that your package was shipped out in a damaged condition. 

    When receiving your delivery, please be sure to carefully inspect your package for any signs of mishandling in transit such as any indentations, holes, cuts, rips, tears or crushed corners prior to signing the delivery receipt. Receipt of damaged merchandise with no signs of mishandling on the exterior of the packaging is highly unlikely. However, if you do happen to notice any issues, please contact us immediately.

    Digital photos of any damaged or defective merchandise, as well as the packaging, will be required for us to process a claim.

    Please contact us at contact@snurflecashmere.com if any loss or damage occurs and we will file damage claims with the carrier.

    Please note, we are not responsible for stolen packages or any address and order errors made by the customer.

    How can I get in touch with you?

    Our customer service team is available on live chat from 9 am to 5 pm NZST/NZDT. Alternatively, you can email us at contact@snurflecashmere.com or use our Contact Us page.