Last updated:
\nA gift is supposed to make someone feel loved, not leave you with a worry. If something you ordered from Hugs Made is not right, you can send it back within 60 days, for any reason, and the return label is on us. This page explains the process step by step: what can be returned, how to start, how the free label works, what an exchange looks like and what happens once your parcel reaches us. For how and when your money comes back, see our Refund Policy; that page covers the money side, while this one covers the return itself.
\nYou have 60 days to return anything you bought from Hugs Made. That includes mugs, ornaments, keepsake figures, family signs and decor, photo gifts and memorial keepsakes, and it includes items carrying your own names, dates or photos. We know that a personalized gift is not something we can sell to anyone else, and we offer the window anyway, because buying a gift for someone you love should not feel like a gamble.
\nThe 60 days are there so you have time to give the gift, see how it is received and decide calmly. You only need to contact us within that time to start the return.
\nEvery reason is accepted. These are the situations we see most often, and what we suggest for each.
\n| Situation | \nWhat to tell us | \nUsual outcome | \n
|---|---|---|
| The item arrived chipped, cracked or broken | \nOrder number and photos of the item and the box | \nWe help put it right; a return with a free label is always available | \n
| A name or date is different from what you typed in Order notes | \nOrder number and a photo of the personalisation | \nWe compare it with your order notes and help put it right | \n
| A name was misspelled in the order notes | \nOrder number and what it should have said | \nReturn within 60 days with a free label; refund or store credit | \n
| Wrong size or material chosen | \nOrder number and the option you wanted | \nReturn with a free label, then reorder the option you prefer | \n
| Change of mind, or the recipient already had one | \nOrder number | \nReturn with a free label; refund or store credit | \n
Please contact us before sending anything. A parcel that arrives without an order number or a return request takes much longer to match to your order.
\nMany stores ask you to pay for return postage when you simply changed your mind. We do not. Whatever the reason for the return, we provide the return label at no cost to you. You will never see a restocking fee from us either.
\nBecause every gift is personalized when you order, we handle a change of size, colour, material or design as a return plus a new order. That keeps things simple and fair:
\nIf you would like help choosing a size before you reorder, our Size Guide explains the difference between an 11 oz and a 15 oz mug and how to think about ornament and figure sizes.
\nWe personalize your gift exactly as written in the Order notes box. If what arrives does not match what you typed, or if it arrives damaged, tell us with photos and your order number. We will look at it straight away and help put it right. You do not have to wait until you are sure; it is easier for both of us if you write early.
\nIt happens to everyone: a grandchild’s name typed with a letter missing, a wedding year off by one, a photo link that was the wrong picture. Because we do not send a proof before production, the best moment to catch these is right after ordering. You can change details within 24 hours of placing your order on our Cancel or Change an Order page. After that, the 60-day return with a free label still applies.
\nWhen your parcel reaches us, we match it to your return request and confirm by email. Your refund is issued within 7 days of receiving the return, to the payment method you used; if you chose store credit, it is added to your account and never expires. Full details are in our Refund Policy.
\nIf someone sent you a Hugs Made gift and it is not right, you are welcome to contact us too. Tell us the name on the order or the order number if you have it. Because refunds go back to the person who paid, we will usually suggest store credit for the recipient, or we can arrange the refund with the buyer, whichever is kinder to everyone involved.
\nIf your order is still within 24 hours of being placed, you do not need a return at all. Visit Cancel or Change an Order and we will cancel it or update the details before production.
\nCeramic mugs, glass-like acrylic ornaments and resin figures travel best when they cannot move inside the box. A few practical tips:
\nThe same 60-day window and free return label apply to every product. The notes below simply help you return each kind of gift safely.
\nRinse and dry a mug if it has been used, then wrap it with extra padding around the handle, which is the most fragile part. If you are returning two mugs, wrap them separately so they cannot knock against each other.
\nRemove the ornament from the tree and keep the ribbon or hanger with it. Acrylic and ceramic ornaments scratch more easily than they break, so a soft layer of tissue against the printed side is worth adding.
\nFigures often have thin details such as hands, hair or a name plaque. Wrap them in two layers and stand them upright in the box if possible. If a piece has already broken off, include it in the parcel and mention it in your email.
\nFor wall signs, protect the corners with folded cardboard. Pillows, blankets and other fabric items can be folded and placed in a bag inside the box to keep them clean.
\nPhoto gifts are returned like any other item. Remember that we delete customer photos 30 days after delivery, so if you later want the same photo on a new gift, please paste the link again in the Order notes box of your new order.
\nWe understand that returning a memorial piece can be painful, especially if a name or date is not as you hoped. Write to us in whatever words you have; we will take care of the details and keep the conversation as short and gentle as possible.
\nThe 60-day window, the free return label and the 7-day refund timing are the same in all four countries we deliver to. Parcels coming back from outside the United States can take longer to reach us, so the time between sending your return and our confirmation may be longer than for a domestic return. Your refund is still issued within 7 days of the day we receive it. If anything on the return label or the instructions is unclear for your country, ask us before you post the parcel.
\nWe do not ask you to prove a reason for returning a gift, and we do not charge restocking fees. We do ask that you send back the item itself, packed so it arrives in the condition it left you, together with any parts that came with it, such as an ornament ribbon or a figure’s base. If something was damaged before you sent it, simply tell us in your email so we are not surprised when we open the parcel.
\nThis policy adds to, and does not replace, any rights you have under the consumer protection laws of the place where you live. If the law gives you more time or a stronger remedy than this page describes, the law applies.
\nEmail support@hugsmade.shop and we will reply within 24 hours on business days. You may also find the answer in our FAQs, our Help Center or our Shipping & Delivery policy. Hugs Made, 8601 Beach Blvd Apt 722, Jacksonville, FL 32216, US.
\n","visible_characters":10273,"meta_description":"Return any Hugs Made gift within 60 days, personalized items included, with a free return label even for change of mind. How to start and pack a return.","parent":null,"published_at":"2026-10-29T13:58:24+00:00","updated_at":"2026-10-29T13:58:24+00:00"}}