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
You can return your unused Hug within 30 days of purchase for a full refund. Just ensure it's in its original condition, with packaging intact. Return shipping costs are the customer’s responsibility. 

Exchanges
Need a different size or product? No problem! We offer exchanges within 30 days, provided the product is unused and in its original packaging. Shipping costs for exchanges are on us! 

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, including any shipping costs. 

Shipping Information 
We aim to get The Hug to you as quickly as possible, wherever you are in the world!   

Due to the holiday period, we are experiencing delays to our delivery times. Between 17 December and 6th Jan please allow an additional 5 working days for your delivery. We apologise for this inconvenience.  

New Zealand
Urban Areas: Free shipping on orders over $50. Orders under $50 have a flat shipping rate of $7
Rural Areas: Flat rate of $7 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.  

Australia
Flat rate of $20 for all orders. Free shipping for orders over AUD $150. 
Delivery times: 10-15 business days. 

United States
Flat rate of USD $35 for all orders. Free shipping for orders over USD $200. 
Delivery times: 10-15 business days. 

China
Flat rate of USD $35 for all orders. Free shipping for orders over USD $200. 
Delivery times: 10-20 business days. 

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