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\nWe are happy to help with anything about your Hugs Made order, from spelling a tricky name before you buy to a parcel that seems to be taking its time. We support customers by email, so every answer is written down and easy to find again later. Write to support@hugsmade.shop and a real person will reply within 24 hours on business days.
\nMany questions are answered on our policy pages, and the links below may save you waiting for a reply. If not, email us; there is no such thing as a question too small.
\n| Your question is about | \nStart here | \nWhat to include if you email us | \n
|---|---|---|
| Where my order is | \nOrder Tracking | \nOrder number and checkout email | \n
| Changing names, dates, address or options | \nCancel or Change an Order | \nOrder number and the exact new details (within 24 hours of ordering) | \n
| Cancelling an order | \nCancel or Change an Order | \nOrder number and the word “Cancel” | \n
| Delivery times and shipping countries | \nShipping & Delivery | \nDestination country and the date you need it by | \n
| Returning an item | \nReturns & Exchanges | \nOrder number, item and reason | \n
| Refund timing or store credit | \nRefund Policy | \nOrder number and the date you sent the return | \n
| A damaged item or personalisation that looks wrong | \nReturns & Exchanges | \nOrder number and clear photos of the item and box | \n
| Sizes, materials and care | \nSize Guide and FAQs | \nProduct name and your question | \n
| Payment problems | \nPayment Methods | \nOrder number or time of payment, and the amount (never card numbers) | \n
| Privacy and your data | \nPrivacy Policy | \nYour request and the email used with us | \n
| Copyright or trademark concerns | \nDMCA and Intellectual Property Policy | \nThe details listed on those pages | \n
A complete first email usually means a complete first reply. Please include:
\nPlease never send card numbers, security codes, passwords or one-time codes by email. We will never ask for them.
\nIf you have not heard from us within 24 hours on a business day, please check your spam, junk and promotions folders, then write again. Occasionally replies are filtered by mistake.
\nIf you are not sure how to phrase your message, these short examples work well. Replace the details with your own.
\nSubject: Change: order 1234. Hello, on the ornament in this order please change “Our First Christmas 2025” to “Our First Christmas 2026”. Everything else stays the same. Thank you, Maria.
\nSubject: Question before ordering. Hi, I would like the family name sign with these six names: Daniel, Priya, Arjun, Maya, Leo and Biscuit (our dog). Will they all fit on the medium size, and will it reach Toronto by December 15 if I order this week?
\nSubject: Damaged: order 1234. Hello, my mug arrived today with a chip on the rim. Photos of the mug and the box are attached. Could you tell me what to do next? Thank you, Sam.
\nSubject: Return: order 1234. Hi, my sister already had a similar keepsake, so I would like to return the figure. Could you send the return label? I would prefer store credit. Thanks, Jo.
\nIf you write within 24 hours of ordering, we correct it before production and confirm the new text by email. After that, we will tell you honestly whether a change is still possible; if not, the 60-day return with a free label applies once the gift arrives.
\nIf the 7-14 business days of transit have passed, we check the order and work with you on the next step. Please include the delivery address so we can confirm it was entered correctly.
\nWe look at your photos and help put it right. A return with a free label and a refund within 7 days of receiving it is always available to you.
\nWe send return instructions and a free return label, including for change-of-mind returns, and issue your refund within 7 days of receiving the return, or store credit that never expires if you prefer.
\nTell us what you would like us to do, such as send a copy of your data or delete it, and we will confirm your identity and handle it as described in our Privacy Policy.
\nWe reply within 24 hours on business days, counted on our US business week, Monday to Friday. Because of time differences, a message you send on a Monday morning in Sydney or Auckland may arrive during our Sunday, and the reply may reach you on your Tuesday. If your question is time-sensitive, such as a change within the 24-hour window, write as soon as you notice; your request counts from the moment it reaches us.
\nIf you are helping a parent or grandparent with an order, you are welcome to write for them. Please mention the name on the order and the order number, and copy them into the email if you can, so we know the request comes from the buyer. For security, refunds always go to the person who paid.
\nEvery message is read and answered by a person, in plain language, within 24 hours on business days. We will tell you what we can do and what we cannot, and we will not hide behind policy wording. If we make a mistake, we will say so and put it right.
\nWe especially welcome questions before you buy. They are the easiest to answer and they prevent most problems. Common ones:
\nTell us the product, your text or photo link and your date, and we will give you an honest answer.
\nChanges and cancellations are possible within 24 hours of placing your order. If you need to fix a name, a date, an address or an option, put “Change” or “Cancel” and your order number at the start of the subject line. Your request counts from the moment your email reaches us, even if our reply comes the next business day.
\n| You write | \nWe reply | \n
|---|---|
| Monday to Thursday | \nWithin 24 hours | \n
| Friday | \nWithin 24 hours on business days, so by the following Monday at the latest | \n
| Saturday or Sunday | \nOn Monday, within 24 hours of the start of the business week | \n
| A US public holiday | \nOn the next business day | \n
For questions with a deadline, such as a change within 24 hours of ordering or a gift needed for a date, please mention the deadline in your subject line so we can see it straight away.
\nTo keep your account and payments safe, we cannot take payments by email, change the email address on an order without confirming it with the buyer, or share order details with anyone other than the buyer. We also cannot speed up a carrier once a parcel has left us, but we can always check an order and explain your options.
\nHugs Made
8601 Beach Blvd Apt 722
Jacksonville, FL 32216
United States
We serve customers online and support them by email. Please do not send returns or other items to this address unless we have asked you to; our return instructions include everything you need, together with a free return label.
\nIf you received a Hugs Made gift and something is not right, you are welcome to write to us too. Tell us the name of the person who sent it or the order number if you have it, and describe the problem. We will help, and we will agree any return or refund details with the buyer where needed, without spoiling the gift.
\nFor anything that is not about an order, such as a partnership idea or a question about the store, email the same address with a clear subject line. We read everything and reply when we can help.
\nIf you have difficulty using any part of hugsmade.shop, for example reading a page, using the checkout or finding a policy, please tell us what happened and which device and browser you used. We will help you complete your order by email and use your feedback to improve the site.
\nOur only website is hugsmade.shop and our only support address is support@hugsmade.shop. We do not contact customers through social media or messaging apps and do not ask for payment outside our own checkout. If you receive a message claiming to be from Hugs Made from another address, please forward it to us and do not click any links in it.
\nVisit the Help Center for guides by topic, read our FAQs, or open a ticket from Submit a Ticket. Thank you for getting in touch with Hugs Made.
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