Last updated:
\nThese are the questions we hear most often about ordering a personalized gift from Hugs Made: how to add names and photos, how long delivery takes, what happens if something is wrong and how returns and refunds work. Every answer uses the same numbers as our policies, and each one links to the page with the full details. If your question is not here, email support@hugsmade.shop and we will reply within 24 hours on business days.
\nChoose your gift and its options on the product page and add it to your cart. At checkout, type everything you want on the gift in the Order notes box: names, dates and any short message, exactly as they should appear. If your order has more than one personalized item, label each set of details, for example “Mug 1: Grandma Rose, Ava, Liam, Noah” and “Mug 2: Grandpa Joe, Ava, Liam, Noah”.
\nWe do not use an upload tool. Paste a shareable link to the photo in the Order notes box at checkout, for example a link from a cloud drive or an online photo album. Before you order, open the link in a private browser window to check that it works without a login. Use the original photo rather than a screenshot so it keeps as much detail as possible.
\nNo. We do not send a proof or mockup before production. We personalize your gift exactly as written in your order notes, including spelling, capital letters and punctuation, so please read your text carefully before you order. You can still change it within 24 hours of placing your order.
\nEmail support@hugsmade.shop within 24 hours of ordering with your order number and the corrected text, and we will update it before production. After 24 hours, the 60-day return with a free return label still applies once the gift arrives. See Cancel or Change an Order.
\nIt depends on the product and size. Small ornaments and figure plaques suit short names; mugs, larger ornaments and family signs can carry several. Longer lists may be set in a smaller type to fit. If you are planning a long list, email us before ordering and tell us the product and the names, and we will tell you honestly whether it will look good.
\nThe font and colours are part of each design, as shown on the product page. Where a product offers options such as colour or material, you choose them on the product page before adding it to the cart.
\nWe may decline personalisation that uses other people’s trademarks, characters, logos or lyrics without permission, and refund the order in full. Names, dates, your own words and your own photos are always welcome. See our Intellectual Property Policy.
\nWe use your photo only to make your gift, and we delete customer photos 30 days after delivery. If you want the same photo on a new gift later, share the link again with the new order. More in our Privacy Policy.
\nYou can add a short message to be printed on the gift itself by typing it in the Order notes box, if the design has room for text. Please write it exactly as it should appear.
\nYes, within 24 hours of placing it. Email us with your order number and the change or the word “Cancel”. Orders cancelled within 24 hours are refunded in full. Details: Cancel or Change an Order.
\nCheck your spam, junk and promotions folders first. If it is not there, email us with your name and the time you ordered, and we will check the order and resend the confirmation.
\nYes. Enter the recipient’s name and address as the shipping address and your own details for billing. The gift ships free to any address in the United States, Canada, Australia or New Zealand.
\nYes. For larger orders, such as ornaments for every family at a reunion, email us before ordering so we can help you send all the names clearly and plan the timing.
\nProcessing, which includes personalisation, takes 1-3 business days. Delivery then takes 7-14 business days to the United States, Canada, Australia and New Zealand. For a gift that must arrive by a certain date, we suggest ordering about four weeks ahead. See Shipping & Delivery.
\nShipping is free on every order to the United States, Canada, Australia and New Zealand, with no minimum spend and no code needed.
\nOrders ship from the USA. We deliver to the United States, Canada, Australia and New Zealand only. Checkout will not offer a shipping method for other countries.
\nWhether any import duty or tax applies depends on the rules of the destination country. No sales tax is added at our checkout. If you have a question about a specific order, email us before you buy.
\nUse the Order Tracking page with your order number and the email address you used at checkout, or email us and we will check for you.
\nIf the 7-14 business days of transit have passed and your gift has not arrived, email us with your order number and the delivery address. We will look into it and work with you on the next step.
\nWe suggest ordering in early to mid November. Processing takes 1-3 business days and delivery 7-14 business days, and carriers are at their busiest in December, so earlier is safer. Browse our Christmas gifts.
\nAbout four to five weeks before the day. Mother’s Day falls on different dates in different countries, so check the date where the recipient lives. Browse our Mother’s Day gifts.
\nBoth first names and the wedding date are a classic choice. You can also add the place you met or a short phrase you often say to each other. Keep it short on small items so the text stays easy to read. Browse our anniversary gifts.
\nYes. Use your friend’s address as the shipping address and type the name and dates of the person being remembered in the Order notes box. Please double-check the spelling and dates. See our memorial keepsakes.
\nWe offer one free shipping method and cannot speed up carriers. If a date is close, email us before ordering and we will tell you honestly whether the standard timeline of 1-3 business days plus 7-14 business days is likely to make it.
\nYes. Every item, including personalized ones, can be returned within 60 days for any reason. See our Returns & Exchanges Policy.
\nWe do. We provide a free return label for every return, including change-of-mind returns. There are no restocking fees.
\nWe issue your refund within 7 days of receiving your return, to the payment method you used. Your bank then shows it according to its own timing. See our Refund Policy.
\nYes. Just tell us when you request the return. Store credit never expires.
\nWe are sorry. Keep the packaging, take photos of the item and the box, and email us with your order number. We will help put it right, and a return with a free label is always available.
\nSend us a photo and your order number. We compare the gift with your order notes and help put it right if it does not match.
\nMost mugs come in an 11 oz size, and some designs are also available in 15 oz. The options for each design are on its product page. Our Size Guide explains how to choose.
\nDepending on the design, ornaments are offered in acrylic, ceramic or wood. The material and size options are listed on each product page.
\nFollow the care notes on the product page. In general, gentle hand washing keeps a printed design bright for longer than repeated dishwasher cycles. The Size Guide includes care tips.
\nWe describe each product’s materials and options on its product page. All orders ship from the USA. We do not make claims about where products are manufactured.
\nThe payment options available for your order are shown at checkout before you pay. Prices are in US dollars. See Payment Methods.
\nYes. The site uses HTTPS, and payments are handled by the payment provider. We never see or store your full card number.
\nAn account lets you see past orders and check out faster with saved addresses. If an account is required at checkout, it takes a minute to create. You can ask us to close it at any time.
\nEmail support@hugsmade.shop or use Submit a Ticket. We support customers by email only and reply within 24 hours on business days. See Contact Us.
\nOnly customers who bought a product can review it, and we do not publish reviews that were not written by customers. As a new store, we would rather show no reviews than invented ones.
\nVisit our Help Center for guides by topic, or email support@hugsmade.shop. Hugs Made, 8601 Beach Blvd Apt 722, Jacksonville, FL 32216, US.
\n","visible_characters":10361,"meta_description":"Answers about adding names and photos in order notes, delivery in 7-14 business days, free shipping, changes within 24 hours and 60-day returns.","parent":null,"published_at":"2026-10-29T13:58:24+00:00","updated_at":"2026-10-29T13:58:24+00:00"}}