Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return provided the item was delivered faulty or not as described. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at thehuggablehook@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Custom orders are non-refundable due to the time commitment involved, you will be taken through the design process when ordering a custom to ensure you are happy with the outcome.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK & EU 14-Day Cooling-Off Period
If you are a customer in the UK or European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. To exercise this right, please contact us at thehuggablehook@gmail.com.

Items must be returned in the same condition you received them — unworn or unused, with tags, and in original packaging. Once we receive the returned item, we will refund you the cost of the item plus the standard delivery cost you paid. You will be responsible for the cost of returning the item unless it is faulty or incorrect. Refunds will be issued within 14 days of receiving the returned goods or proof of postage.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at thehuggablehook@gmail.com.