Frequently Asked Questions
A little help, before you settle in.
Product details, delivery and the next steps if you need help with an order.
How do I choose the right size?
Check the measurements and size guide on the product page before ordering. Compare them with your own measurements or an item that fits you well. For help, contact our team.
Is the Mom and baby Cozy Fleece a baby carrier?
No. The fleece is an outer layer worn over a separate baby carrier. The carrier supports your baby; the jacket does not. Always follow your carrier’s safety instructions. Read the product details before use.
Where can I find material and care details?
Check the description and care information for your specific item. Materials and care instructions differ between the fleece, leggings and blanket. Follow the care label supplied with your item.
Which countries can I order from?
Select your country using the country and currency selector. Available shipping destinations are listed in our Shipping & Delivery page and confirmed at checkout.
How much is shipping?
Your shipping charge is shown at checkout before payment, based on your destination and order. Any applicable free-shipping offer is reflected in the checkout total.
When will my order arrive?
Check any delivery estimate or dispatch notice shown for your item. If you need help with timing, contact us with the product and destination, or your order number if you have already ordered.
How do I track my parcel?
When your order ships, we email your tracking information. Enter the tracking number on Track Your Order to follow its progress.
Can I change my address or cancel an order?
Contact us with your order number as soon as possible. We cannot guarantee changes once preparation has started or your parcel has been dispatched.
Can I return an item?
Contact us within 30 days of delivery. You pay return postage unless the item is faulty or we sent the wrong item. Read our Returns & Exchanges policy for instructions and applicable statutory rights.
Can I exchange a size or color?
Contact us within the 30-day return window with the item and size or color you would like. We will explain the available options and any applicable costs before you proceed.
What if my item arrives damaged or incorrect?
Contact us with your order number and a description of the problem. Include photos when emailing. We will help arrange a replacement or refund.
How can I reach Softhour?
Email support@getsofthour.com or use our contact form. Include your order number for help with an existing order.