At The Hug, we want you to feel completely confident with your purchase.
If for any reason you're not satisfied, we've got you covered. 

Returns
We’re a small brand and we really care about your experience. If something isn’t right with your Hug, please email us and we’ll help sort it. We offer a 30 day money back guarantee.

Exchanges
Need a different size or product? No problem. We offer exchanges within 30 days. Just get in touch and we’ll help sort the best option for you. Return shipping costs of your original order will be all you need to worry about, we'll take care of the rest!

Refunds
Once we receive your return, we’ll process your refund within 7 business days. Refunds will be issued to your original payment method. 

Faulty Items
If you receive a faulty product, please contact us within 7 days of receiving it, and we'll arrange for a replacement or full refund. 

Shipping Information 
We aim to get The Hug to you as quickly as possible.

Usual shipping for New Zealand
Urban Areas: Free shipping on orders over $80. Orders under $80 have a flat shipping rate of $7.
Rural Areas: Flat rate of $9 for all rural deliveries. 
Standard delivery times from the time it leaves us: 2-5 business days for urban areas,
and 3-7 business days for rural locations. Please expect delays to delivery during local public holidays.

Australia
Flat rate of AUS $22 for all orders. Free delivery on orders over AUS $100
Delivery times: 10-15 business days. Please expect delays to delivery during local public holidays.

Please note: Shipping times can vary due to customs processing.
We will provide tracking for all orders. 

Rest of the World
Currently, we only ship to NZ and Australia. However, we do hope to bring The Hug to other parts of the world soon! We would love to hear from you if you wish to have us ship to your country.

Event Tickets
Event tickets are a digital service, so no shipping is required.

There is no physical ticket – your email confirmation is your ticket for entry.

Please note:
All ticket sales are final and non-refundable. Tickets cannot be exchanged for other products or services. If you are unable to attend, you are welcome to transfer your ticket to another person - just let us know their details ahead of the event.