Payment Methods
Last updated:
This page explains how paying for a Hugs Made order works: which currency we use, where you see the payment options, when you are charged, how your payment details are protected, what to do if a payment does not go through and how money comes back to you if you return something. The payment options available for your order are always shown at checkout, before you pay, and only the options listed there can be used.
Payments at a glance
- Currency: all prices are in US dollars (USD).
- Payment options: shown at checkout before you pay.
- Shipping: free to the US, Canada, Australia and New Zealand, so the product total is what you pay.
- Sales tax: not added at our checkout.
- Security: payments are handled by the payment provider; we never see or store your full card number.
- Refunds: back to the original payment method within 7 days of receiving your return, or store credit that never expires.
1. Where to find the payment options
When you reach the checkout page and enter your details, the payment section lists every option available for your order. Each option is provided by an established payment provider that processes the payment on our behalf. If you are not sure which option to choose, or you would like to know before you start which options are available, email support@hugsmade.shop and we will reply within 24 hours on business days.
We only accept payments through the checkout on hugsmade.shop. We will never ask you to pay by bank transfer to a personal account, by gift card, or by sending card details in an email or chat message.
2. Currency and prices
Every price on hugsmade.shop is in US dollars, including for customers in Canada, Australia and New Zealand. If you pay with a card or account in another currency, your bank or payment provider converts the amount and may apply its own exchange rate or fee. That conversion is outside our control; if you would like to know the final amount in your own currency, your bank can tell you.
| Part of the total | What to expect |
|---|---|
| Product price | The price shown on the product page for the options you chose, in USD |
| Personalisation | Included in the product price; there is no extra charge for typing names, dates or a photo link in the Order notes box |
| Shipping | Free to the United States, Canada, Australia and New Zealand, with no minimum |
| Sales tax | Not added at our checkout |
| Currency conversion | Only if your bank converts from USD; set by your bank |
| Import duties | Not part of our prices; whether any apply depends on the destination country |
3. When you are charged
Your payment is taken when you place your order. You will see the confirmed total on the checkout page and in your order confirmation email. If you change your order within 24 hours and the price goes up, we only charge the difference after you agree by email; if it goes down, we refund the difference. If you cancel within 24 hours of ordering, we refund the full amount. See Cancel or Change an Order.
4. How your payment is protected
- Encrypted connection: the whole site uses HTTPS, so information you enter travels in encrypted form.
- Processed by the provider: payment details are entered into and handled by the payment provider, not stored on our servers.
- Limited information for us: we receive confirmation that the payment succeeded and limited details such as the payment type, never your full card number or security code.
- Your provider’s protections: your bank, card issuer or payment account may offer its own buyer protection, which our policies do not replace.
More about how we handle personal information is in our Privacy Policy.
5. If your payment does not go through
A declined payment is usually simple to fix. Common reasons and what you can do:
| What happened | Likely reason | What to try |
|---|---|---|
| Payment declined straight away | Billing address or card details do not match what your bank has | Check the billing address, ZIP or postal code, expiry date and security code |
| Declined for an international purchase | Your bank blocks payments in USD or to US merchants by default | Ask your bank to allow the payment, then try again |
| Asked to confirm in a banking app | Extra security check by your bank | Approve the payment in your app before the checkout times out |
| Checkout page stops responding | Browser extension, slow connection or session timeout | Refresh the page, try another browser, or clear the cart and add the item again |
| Charged but no confirmation email | Email filtered, or the order did not complete | Check spam and promotions folders, then email us with the time of the payment |
If a payment fails, your order is not placed and you can simply try again. Keep a copy of the text you typed in the Order notes box, so you can paste it back in quickly. If you see a pending charge for an order that did not complete, it is usually released by your bank automatically. Write to us if you are unsure and we will check.
6. Refunds and store credit
When you return an item within our 60-day window, the refund is issued within 7 days of receiving your return, to the payment method you used. If you prefer, you can choose store credit instead, and that credit never expires. Return postage is free, including for change-of-mind returns, so nothing is deducted for the label. See our Refund Policy and Returns & Exchanges Policy.
7. Paying for a gift sent to someone else
You can pay with your own payment method and ship the gift to anyone in the United States, Canada, Australia or New Zealand. Enter your details as the billing address and the recipient’s details as the shipping address. If you ever need a refund on that order, it goes back to the payment method of the person who paid.
8. Order confirmations and receipts
After you pay, you receive an order confirmation email with your order number, the items, the personalisation you typed and the total paid. Keep it as your receipt. If you need a copy, or the email did not arrive, write to us from the email address you used at checkout and we will resend it. If you created an account, you can also see past orders under My account.
9. Fraud prevention
To protect customers, an order may occasionally need extra checking, for example when the billing and shipping countries differ or details do not match. If that happens, we may email you to confirm the order before production. If we cannot confirm a payment, we cancel the order and refund any amount taken in full.
10. Questions about a charge
If you see a charge you do not recognise, a duplicate charge or an amount that does not match your order, email us first with your order number, the date and the amount. We can usually explain or correct it quickly. Contacting us does not affect any right you have with your bank or payment provider.
11. Safety reminders
- We will never ask for your card number, security code, banking password or one-time codes by email or message.
- Only enter payment details on the checkout page of hugsmade.shop, with the padlock shown in your browser.
- Our only support address is support@hugsmade.shop. If you receive a message from another address claiming to be us and asking for payment, do not reply; forward it to our support address.
12. Paying for several gifts at once
Many customers order a set of gifts in one go: matching mugs for every grandchild, an ornament for each sibling, or a family sign plus a mug for the new homeowners. You can put everything in one cart and pay once. In the Order notes box, label each set of details clearly (“Mug 1”, “Mug 2”, “Ornament”) so the right names go on the right gift. Shipping stays free however many items you order. If you want gifts for different people shipped to different addresses, place a separate order for each address.
13. Larger orders for families, groups and events
If you are planning a larger order, for example ornaments for a family reunion, mugs for a group of friends or keepsakes for a memorial gathering, email us before you order. We will confirm what is possible, how to send the personalisation for many items without mistakes, and how long it will take. The same payment options shown at checkout apply to larger orders.
14. Saved details and your account
Creating an account lets you see past orders and check out faster with your saved addresses. We do not store full card numbers in your account. If a payment provider offers to remember your payment details for future purchases, that choice is made with the provider and the details are stored by them, not by Hugs Made. You can close your account at any time by emailing us.
15. Payments during busy seasons
Before Christmas and Mother’s Day, banks sometimes add extra security checks on online payments. If your bank asks you to approve a payment in its app, do it promptly so the checkout does not time out. Remember that processing takes 1-3 business days and delivery 7-14 business days after payment, so paying early in the season gives your gift the best chance of arriving on time.
16. Quick answers
Can I pay in Canadian, Australian or New Zealand dollars?
Prices are charged in US dollars. Your bank or payment provider converts the amount to your currency.
Is there a fee for personalisation?
No. Personalisation is included in the product price.
Do you add sales tax at checkout?
No sales tax is added at our checkout.
Can I use store credit together with another payment method?
If you have store credit, email us before checking out and we will explain how to apply it to your order.
Why was my payment declined when my card works elsewhere?
Banks sometimes block a first purchase from a new online store or a payment in US dollars as a precaution. Approving the payment with your bank, or trying another option shown at checkout, usually solves it.
Will I be charged again if I change my order?
Only if the change costs more, and only after you agree to the difference by email. If the change costs less, we refund the difference.
When will I see a refund?
We issue refunds within 7 days of receiving your return. Your bank then shows it on your statement according to its own timing.
17. Contact
For any payment question, email support@hugsmade.shop or submit a ticket. We reply within 24 hours on business days. Related pages: Terms of Service, FAQs and Help Center.