Contact Us

Last updated: October 29, 2026

We 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.

Before you write: the fastest answers

Many 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.

How to write a message we can answer in one go

A complete first email usually means a complete first reply. Please include:

• Your order number, if you have one. You will find it in your order confirmation email and in My account.
• The email address you used at checkout, if you are writing from a different address.
• A clear subject line, such as “Change: order 1234”, “Return: order 1234” or “Question before ordering”.
• Exact text for personalisation changes, written with the right capital letters and punctuation.
• Photos if something arrived damaged or does not look as you expected: the item, the personalisation and the box.
• Your deadline, if you are asking about delivery for a particular date.

Please never send card numbers, security codes, passwords or one-time codes by email. We will never ask for them.

What happens after you write

1. Your email arrives in our support inbox at support@hugsmade.shop.
2. We reply within 24 hours on business days. Messages sent on a weekend or public holiday are answered on the next business day.
3. If we need more information, we ask for it in that reply, so the conversation stays in one email thread.
4. When your request is resolved, for example a change confirmed or a return label sent, we tell you in writing so you have a record.

If 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.

Example emails you can copy

If you are not sure how to phrase your message, these short examples work well. Replace the details with your own.

A change within 24 hours

Subject: 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.

A question before ordering

Subject: 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?

A damaged item

Subject: 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.

A return for a change of mind

Subject: 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.

What we will do in common situations

You spot a typo after ordering

If 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.

Your gift is late

If 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.

Your gift arrived damaged

We 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.

You want to return a gift

We 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.

You have a privacy request

Tell 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.

Writing from Canada, Australia or New Zealand

We 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.

Writing on behalf of someone else

If 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.

Our support promise

Every 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.

Questions before you order

We especially welcome questions before you buy. They are the easiest to answer and they prevent most problems. Common ones:

• “Will six grandchildren’s names fit on an 11 oz mug?”
• “Is the 15 oz mug much bigger than the 11 oz?”
• “Will my order reach Melbourne before Christmas if I order today?”
• “Is this photo sharp enough for a photo ornament?”
• “How should I write a memorial date: with the full month or numbers?”

Tell us the product, your text or photo link and your date, and we will give you an honest answer.

Urgent requests: changes within 24 hours

Changes 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.

When to expect a reply

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.

Things we cannot do by email

To 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.

Business details

Hugs 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.

Gift recipients

If 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.

Press, partnerships and other enquiries

For 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.

Accessibility

If 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.

Stay safe

Our 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.

More help

Visit 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.