All our orders are being dispatched in sustainable, environmentally friendly packaging, using recycled paper only. Pretty please, either reuse it or recycle it.
We can ship to virtually any address in the world. Delivery time may vary depending of location, but usually is 1-2 working days for the UK, 4-7 working days for Europe and 7-14 working days for the rest of the world. For UK orders above £50 we offer free delivery via our partner Royal Mail. When you place an order, we will calculate the shipping costs based on your location and the order value.
We aim to process and dispatch all our orders within 24 business hours of receipt. Should an order be urgent, please specify that in the check-out process and we will do our best to dispatch same day providing order placed until 2pm GMT.
If you are not sure the product you intend to buy is suitable for you, we always encourage to order a free tester for up to 7 days, part of our Try it before you Buy it program. Please see full details in the dedicated page: happy-hugs.co.uk/try
An unwanted product can be returned for a full refund within 28 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to all purchases. This policy applies only to stock products.
Separately to the 28 days policy above, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 days of delivery. Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order. You can examine the goods as you would in a shop, but you must not start using them.
Made to order products that are not usually retailed by our store cannot be returned, I'm afraid. Other special orders for products we usually stock is at our discretion, but we want to assure you we would not unreasonably refuse a return.
We can only accept returned items in ‘as new’ condition and in their original intact packaging, with all the tags attached, labels and instruction manuals undamaged. We cannot refund items that have been used, worn or washed. Returned items must be in fully resaleable condition.
You are responsible for the cost of return postage. We suggest that you use a tracked, insured service, as items remain your responsibility until they are in our possession.
We will refund directly to the credit/debit card used for the original purchase. We will only be refunding you for the unwanted product(s) and not for the shipping fees (if applicable). You should expect to receive your refund within 2/3 weeks of giving your package to the return shipper, however, in many cases you will receive your refund quicker. This time period includes the transit time for us to receive your return from the shipper (3 to 5 business days), the time it takes us to process your return once we receive it (1 to 2 business days), and the time it takes your bank to process our refund request (usually 3 to 5 business days).
If the product is faulty, we will offer you either an exchange or refund if the fault occurs within 30 days of purchase (or delivery). In all cases we reserve the right to inspect the product and verify the fault. However, before you return a product, please check that there definitely is a fault. We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Please contact us as soon as you discover the fault.
If the fault with your product occurs after the initial 30 days but within its guarantee period (normally 12 months from delivery) you should contact the manufacturer.
If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
Should you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.