Frequently Asked Questions (FAQs)
We’re here to help with any questions you might have. Here are our most frequently asked questions:
A. Products
- What is Tog?
- Which Tog is right for my baby?
- What size do I need and how do I measure?
- What material do you use for your baby sleeping bags?
- You seem to have two types of sleeping bags with feet. How do these differ?
- Where are you baby sleeping bags produced?
- I love one of your designs but it is currently showing out of stock. When will it be in stock again?
B. Orders
- Where is my order?
- Can I pay by invoice?
- Can I change or cancel my order?
- I did not receive an order confirmation. Why?
- I cannot redeem my voucher or discount code. Why not?
- Can I order a gift voucher and send it as a present?
- I cannot seem to redeem my gift voucher.What is wrong?
- I signed up for the newsletter but did not receive a discount code. How do I get this?
- I have signed up for the newsletter but the discount code is not deducted. Why not?
- Do you offer a twin discount?
- Do you offer a discount to midwives?
C. Returns
- How can I exchange my sleeping bag?
- Where can I get a prepaid return label and form?
- When can I expect my refund?
- How do I get my money back?
D. Complaints
A. Products
What is TOG?
Tog stands for “Thermal Overall Grade” and it’s the measure of thermal resistance of a unit area. This means that the higher the tog value on a garment or baby sleeping bag, the warmer it will be as it will have thicker, insulated padding. Each TOG is suited to the room temperature in your child’s room.
Which TOG is right for my baby?
Here at Slumbersac, we have 4 Togs for our baby and toddler sleeping bags. These are:
· 0.5 Tog – suited for room temperatures above 24 degrees (no padding)
· 1.0 Tog – suited for room temperatures between 18 to 24 degrees (lightly padded)
· 2.5 Tog – suited for room temperatures between 15 to 21 degrees (standard padding)
· 3.5 Tog – suited for room temperatures below 18 degrees (thick padding)
You can find out more about our TOG rates in our Tog Guide
You can also contact us by phone or email and we can advise.
What size do I need and how do I measure?
Slumbersac sleeping bags are available in various sizes from newborn to 10 years old. We even have adult sizes!
The size of our sleeping bags is based on the child's height in cm so it is very important that you measure them prior to making your order. We have a Size Calculator to help you with this when choosing your sleeping bag design.
When measuring your child, please measure from head to toe (including the head).
You can find out about our sizes for standard sleeping bags and sleeping bags with feet in our Size Guide
You can also contact us by phone or email and we can advise if needed.
What material do you use for your baby sleeping bags?
Here at Slumbersac, we source high quality materials from reliable suppliers which are perfect for baby’s sensitive skin. Our Sleeping bags are made of 100% muslin, jersey or organic cotton which is rigorously tested and certified to Oeko-Tex Standard 100 and therefore free of harmful substances.
You seem to have two types of sleeping bags with feet. How do these differ
The ‘Sleeping Bag with Feet‘ has cuffs that end at the ankle which allows feet to be bare or socks worn.
The ‘Sleeping Bag with Feet, non-slip Sole‘ has a foot cover that folds over the foot to create a sock with a non-slip pad on the bottom. This allows children to walk around safely on slippery surfaces and also keeps toes extra warm and toasty at night.
I love one of your designs but it is currently showing as out of stock. When will it be in stock again?
We continue to monitor stock levels and replenish our stock regularly. As soon as a confirmed new delivery of the item is known, it becomes available for pre-order in our online shop. This option and an estimated delivery date will be displayed. If it is shown as out of stock with no pre-order date, you can also contact us by phone or email and we will try and help you to choose an alternative.
What is the best way to wash and dry my Slumbersac?
Your Slumbersac can be washed at 60 degrees. However, most people wash on 30-40 degrees.
We advise turning the bag inside out and ensuring all zips and poppers are closed as this stops any damage to fabric and your machine during washing.
Please do not dry on a radiator or on high heat as this will damage the filling and may cause the garment to shrink.
Tumble dry on LOW heat only.
TOP TIP – to dry your Slumbersac faster, add a dry towel to the tumble dryer and dry with no other garments.
B. Orders
Where is my order?
Have you received a shipping confirmation from us? If so, the goods will be delivered within 2-4 days.
If you have not yet received a shipping confirmation, it may be that:
· payment has not yet been received
· your order contains one or more items for pre-order. As a rule, we will ship your order only when all items are
available
If your order has already been shipped, please check the tracking page of your chosen shipping company. You can also contact us by phone or email.
Can I pay by invoice?
No. We do not offer "purchase on account".
We currently offer the following payment options for deliveries within the UK:
· Payment by Credit card/Debit
· Payment by PayPal
· Payment by PayPal Express
· Payment by Apple Pay
If you need an invoice copy please contact us by phone or email.
Can I change or cancel my order?
Once an order is placed it cannot be changed, amended or cancelled as it is sent straight through to our warehouse and dispatched.
I did not receive an order confirmation. Why?
It is possible that our email has landed in your email spam folder or that a spelling mistake has been made when you entered your email address.
You may also have a different email address on your Paypal account than in your order.
Please do check for all of these just in case and, if you are still having problems, do get in touch with us via email so that we can try and help.
I cannot redeem my voucher or discount code. Why not?
Please note the Terms and Conditions of our voucher and discount codes:
· Voucher codes and discount codes are not applicable to sale or reduced items
· Voucher codes and discount codes cannot be combined in one purchase
· Voucher codes and discount codes are not valid for name embroidery and gift wrapping
If your voucher code still does not work, please contact us by phone or email and we can check this for you.
Can I order a gift voucher and give it as a present?
I’m afraid that our gift vouchers are not currently available. We hope to have them in our online shop again very soon. They will be available in various amounts from £10 to £50 and can be emailed to your email address or directly to the lucky recipient.
I cannot seem to redeem my gift voucher. What is wrong?
Something must have gone wrong. Feel free to contact us by phone or email and we will be able to help you.
I signed up to the newsletter but did not receive a discount code. How do I get this?
Something must have gone wrong. Feel free to contact us by phone or email and we will be able to help you.
I have signed up for the newsletter but the discount is not deducted. Why not?
Please note the Terms and Conditions of our discount codes:
· Discount codes are not applicable to sale or reduced items
· Discount codes cannot be combined in one purchase
· Discount codes are not valid for name embroidery and gift wrapping
If your discount code still does not work, please contact us by phone or email and we can check this for you.
Do you offer a twin discount?
We know having twins can be expensive. We are, therefore, happy to offer parents of twins (or more!) a 10% discount on all non-discounted items when purchasing at least two items.
Please send us your membership details for the twin organisation you belong to i.e. TAMBA
Do you offer a discount to midwives?
Please send your NHS details to us via email and we will contact you directly.
C. Returns
How can I exchange my sleeping bag?
We cannot do outright exchanges from one item to another. The best way to do this is to return your item and then place a new order in our online shop for the new item.
Where can I get a prepaid return label and form?
We offer a prepaid label so that you can post your return to us free of charge.
Please send us an email with your order number and we can arrange for this to be emailed to you.
When can I expect my refund?
In order for a refund to be issued, please check that you have done the following:
· Have you sent your return back to us?
· Did you complete the return form with the information required? (occasionally people send items back without this form so we have no way of identifying who has sent the package. It might be that you forgot to put your details in and we are waiting for you to contact us to ask where your refund is).
We will check for you whether the item(s) has/have arrived at our warehouse. The processing time is usually 3 working days from receipt. It can happen that in individual cases there is a delay due to an increased volume of parcels and the processing takes a little more time. You can also contact us by phone or email if you have any concerns.
How do I get my money back?
A refund is given using the same payment method that you used for the original transaction.
D. Complaints
My sleeping bag is defective. What can I do?
Firstly, we would like to apologise that this has happened and assure you that this is extremely rare. Please get in touch via email and include your order number with details of which item it is and what the defect is. If possible, please provide photos so that we can take a direct look at the defect and try and help you as best we can.
We will get in touch with you as soon as possible.
The wrong item seems to have been sent to me. What can I do?
Occasionally, mistakes can happen and we sincerely apologize for this. Please send us an email and state your order number and which item you have received instead. If you can, please provide a photo of the packaging or label showing us the error as this helps us to investigate how the issue has occurred.
We will get in touch with you as soon as possible.
