Cuddle Earth’s mission is to make a positive impact on our planet and wildlife, and to inspire others to actively come together to do the same. We understand the importance for our company to operate in a responsible manner and we carry with us the expectation that our customers want to buy from a company that works hard to integrate sustainable and responsible practices into all that it does. Throughout our mission in protecting our planet, we will continue to grow our impact and communicate with you throughout our special journey, and that’s a promise!
At Cuddle Earth we want to give you the best shopping experience, so please take a moment – We promise it won’t take too long - to read about how all this works. It will take you through everything from ordering and paying online, to delivery, using the website, and details about us. Thank you for reading.
4-Payment and Security
5-Prices and VAT
7-Cancellations and Returns
9-Your Statutory Rights
Address for any returns:
Cuddle Earth (Returns Dept)
Maple Leaf Business Park,
We are Cuddle Earth Ltd (company registration number 6521132) of 26 Blake Close, Walmer, CT14 7UB.
At Cuddle Earth, we pride ourselves on delivering 100% natural plastic free products, to your door and delivering excellent customer service every time.
We Believe in Excellent Service
We believe our Customer Care team is one of the best around. They work hard to answer your calls and queries, they lovingly pick and pack your parcels and they send them out of the door with the care and attention they'd give to their nearest and dearest. If our service has rocked your world, or if you aren't 100% happy, call our team straight away on 01304 806960 or email . We aim to provide high quality service and all feedback helps us to improve each time.
We trust your experience on our website will be a happy one, and we always aim to get your parcels posted out as quickly as humanly possible. Next day delivery is available, to see more information on our delivery options, please click here.
By placing an order on our website, you agree to give:
Your e-mail address
Your billing address
A delivery address (this maybe the same as your billing address)
A contact phone number (in case we need to speak to you about your order)
Once you have placed an order, you will receive a confirmation e-mail within 24 hours, and then one within 24 hours of your order being dispatched. Depending on which delivery option you've selected.
If something is not in stock, we will let you know as soon as possible after the order has been placed. If we are expecting the item in soon, we may send it in a separate parcel after your main order has been despatched.
Once you are ready to check out, you will be directed to the shipping confirmation page where you may select the type of delivery, and the delivery and/or billing addresses.
After placing your order, you will receive an automated acknowledgement.
We have a variety of delivery options for customers in the UK.
Our Next Day option will be sent via courier. It will be delivered between 8am and 8pm and will require a signature. If you should miss our courier, they will leave a card with a number that can be called to arrange redelivery for a different day. If you choose 24hr delivery, your items will not be delivered on Saturday or Sunday.
Delivery outside of the UK
We can ship orders globally from the UK website.
Delivery time to overseas destinations will vary depending on the delivery destination, In the event that your order has not arrived within a reasonable period of time please contact Cuddle Earth Customer Care Team on 01304 80 50 90 or email us on
We may split delivery of your order into several parts based on the stock availability. You will not be charged extra for this facility.
So that we can deliver your order to you, we will provide your details to our couriers and postal service providers that deliver your order.
Events Beyond our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control.
Occasionally, parcels going overseas may be delayed at customs control when entering your country. This is beyond our control and we cannot be responsible for the late arrival of parcels detained in this way.
After placing your order, you will receive an automated acknowledgement by email.
Once we accept your order, a contract to purchase and deliver products takes effect between you and Cuddle Earth Ltd. You pay the sum that you see at the end of the checkout process, together with the delivery.
When we confirm acceptance of your order by confirming the products have been despatched a legally binding contract will exist between us. If we do not confirm acceptance, we will refund your payment.
Your order constitutes an offer to us to buy a product. If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order.
This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain e-mail addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer who we have suspended.
Ownership of the products will only pass to you when we have received full payment.
A person who is not party to the contract shall not have any rights under or in connection with it.
By ordering from our website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these terms and conditions and your agreement with us.
4. Payment and Security
We do not hold your credit card data. You do not enter any credit card data into the Cuddle Earth site. When you come to pay for your products you leave our site and your payment is processed through the SagePay secure server.
We accept Visa and Mastercard as well as PayPal payments. Payment will be taken in GB Pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.
You can also telephone your order to us; call 01304 80 50 90 to chat to our happy Cuddle Earth Customer Care team who will happily take your order over the phone.
You can contact Cuddle Earth Customer Care Monday to Friday 9am to 5pm.
5. Prices and VAT
Our prices, as stated on our website, are in pound sterling (£) and include VAT, where applicable. You will be charged in pounds sterling even if you don't live in the UK. We reserve the right to alter prices at any time. Where you have requested delivery to a UK or EU address, the price paid for the product will usually include VAT at the applicable rate, and the applicable amount of VAT will be shown on your email sales notification.
If you have requested delivery to a non-EU address, the products will normally be zero-rated and not subject to UK VAT, however the total amount charged for your order will not change.
Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities and we advise that you check the import charges applicable in any non-EU country before ordering products to be delivered there.
The recipient of the order is responsible for all customs formalities for the import of the products and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. The recipient of the products, not the person placing the order, will receive a separate request for payment of these charges. If you are ordering products to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.
You (or the recipient of the products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
7. Cancellations and Returns
We aim to dispatch orders within one working day. If you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched. If you do cancel an order, please call us on 01304 80 50 90 or via e-mail to If you would like to change anything about an order, we would recommend that, in the first instance, you give us a call or email us.
You have a legal right to cancel a contract which starts from the date we confirm your order has been dispatched, which is when the contract between us is formed.
You can return products by sending them to our Returns Address below. Unless the products are faulty or not as described, you will be responsible for the cost of returning them to us. You have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.
Where the products have already been delivered to you, we will process the refund due to you as soon as possible and, in any case, within 7 calendar days after the day on which we receive the returned products.
We have a legal duty to supply products that conform with the descriptions and specifications in the contract between you and us. As a consumer, you will always have legal rights in relation to products that are faulty or not as described which are not affected by your cancellation rights above. If you have returned the products to us because they are faulty or mis-described, we will refund the price of a defective product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
Returns Address: Cuddle Earth (Returns Dept), Innovation House, Innovation Way,
Discovery Park, Sandwich CT13 9FF
In the event of a damaged parcel
We're very sorry if the products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If you send these products back to us within 14 days of receiving them, we will offer you an exchange where possible, or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us. Nothing in these Terms and Conditions affects your statutory rights.
If you have a complaint relating to our Terms and Conditions or our products, we will endeavour to resolve the complaint as promptly as is humanly possible.
9. Your Statutory Rights
Nothing in these terms affects your statutory rights.
10. Governing Law
These terms are governed by English law and the courts of England and Wales shall have non-exclusive jurisdiction.
Cuddle.earth is a site operated by HOTcraze Ltd whose registered address is 26 Blake Close, Walmer CT14 7UB, Company Number 6521132, VAT Number GB 909 9493 71.