Terms of Service

Last updated: October 29, 2026

These Terms of Service (“Terms”) are the agreement between you and Hugs Made, 8601 Beach Blvd Apt 722, Jacksonville, FL 32216, US (“Hugs Made”, “we”, “us”), for your use of hugsmade.shop and any order you place with us. By using the site or placing an order, you agree to these Terms and to the policies they refer to, including our Shipping & Delivery, Returns & Exchanges, Refund and Privacy policies. Please read them carefully. Nothing in these Terms takes away rights you have under consumer protection laws that apply to you.

1. Who can use the site

You may use hugsmade.shop to browse and buy gifts for yourself or for others. To place an order, you must be old enough to enter a binding contract where you live, or have the permission of a parent or guardian. You agree to give accurate information at checkout, including your contact details and the shipping address.

If you create an account, keep your password private and tell us straight away if you think someone else has used your account. You are responsible for orders placed through your account unless you tell us promptly that it was used without your permission.

2. Our products

Hugs Made sells personalized gifts such as custom mugs, ornaments, keepsake figures, family signs and home decor, photo gifts and memorial keepsakes. We try to describe and show every product accurately, including its size, material and options. Colours can look slightly different on different screens, and personalized items vary with the length and style of the text and the photo you provide. Product photos show examples of the design; your gift carries your own personalisation.

All orders ship from the USA. Product pages describe the materials and options of each item; please read them before ordering.

3. Personalisation

3.1 How you personalize

You personalize your order by typing the details in the Order notes box at checkout: names, dates, a short message and, for photo gifts, a shareable link to your photo. If your order includes several items, please say which details belong to which item.

3.2 No proof before production

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. Please check your text carefully before you place your order. You can change it within 24 hours of ordering, as explained in Cancel or Change an Order.

3.3 What you may not ask us to print

You are responsible for the text and photos you send. You confirm that you have the right to use them and that they do not infringe anyone else’s rights. We may refuse or cancel an order, with a full refund, if the personalisation includes content that is unlawful, hateful, harassing, sexually explicit, or that uses trademarks, characters, logos or artwork belonging to someone else without permission. See our Intellectual Property Policy.

3.4 Customer photos

Photos you share are used only to make your gift and are deleted 30 days after delivery, as described in our Privacy Policy. If a photo is too small or unclear to produce a good result, we may contact you to ask for another one; if we cannot reach you, we may cancel the order with a full refund.

4. Prices and payment

All prices are in US dollars. The price of each item and the total of your order are shown at checkout before you pay. Shipping to the United States, Canada, Australia and New Zealand is free. No sales tax is added at our checkout. Import duties or taxes, where a destination country applies them, are not part of our prices; whether they apply depends on the destination country.

The payment methods available for your order are shown at checkout. Payments are processed by the payment provider you choose; we never see or store your full card details. See Payment Methods.

If a price on the site is clearly wrong because of a technical or typing error, we will contact you before your order is produced and let you choose to continue at the correct price or cancel with a full refund.

5. Orders and acceptance

Your order is an offer to buy. We send an order confirmation email when you place it. A contract between you and Hugs Made is formed when we accept your order by starting production or by confirming it by email. We may decline or cancel an order, with a full refund, if an item is unavailable, a payment cannot be confirmed, the address is outside our delivery countries, or the personalisation cannot be produced as described in section 3.

6. Changes and cancellations

You can change or cancel an order within 24 hours of placing it by emailing support@hugsmade.shop. Orders cancelled within that window are refunded in full. After that, your gift may already be in production and changes cannot be guaranteed, but the 60-day return with a free return label still applies once it arrives.

7. Shipping and delivery

We deliver to the United States, Canada, Australia and New Zealand only. Orders are processed in 1-3 business days and then take 7-14 business days in transit. These are estimates, not guaranteed dates. Full details, including advice for gifts with a deadline, are on our Shipping & Delivery page. Please make sure the shipping address you give us is complete and correct.

8. Returns and refunds

You may return any item, including personalized items, within 60 days, for any reason. We provide a free return label, including for change-of-mind returns, and we do not charge restocking fees. Refunds are issued within 7 days of receiving the return, to the original payment method, or as store credit if you prefer. Store credit never expires. The full rules are in our Returns & Exchanges Policy and Refund Policy.

9. Reviews and messages

If the site offers product reviews, only customers who bought the product can leave one. You agree that anything you submit as a review or message is truthful, is your own, and does not contain unlawful, offensive or misleading content or other people’s private information. We may remove content that breaks these rules. We do not edit reviews to change their meaning and we do not publish reviews that were not written by customers.

10. Our intellectual property

The Hugs Made name and logo, the site design, our own product designs, photos and text belong to Hugs Made or are used with permission. You may view and share links to our pages, but you may not copy, reproduce, sell or reuse our content or designs for commercial purposes without our written permission. Your personal text and photos remain yours; you give us permission to use them only to make and deliver your order.

11. Acceptable use of the site

You agree not to misuse the site. In particular, you agree not to:

• try to gain unauthorised access to the site, other accounts or our systems;
• interfere with the site’s security or operation, or upload malicious code;
• use automated tools to scrape content or place orders without our permission;
• place orders with payment details you are not authorised to use;
• use the site in a way that breaks any law.

12. Availability of the site

We work to keep hugsmade.shop available and accurate, but we cannot promise that it will always be available without interruption or errors. We may update, change or remove parts of the site, products and prices at any time. Changes do not affect orders already accepted.

13. Liability

Nothing in these Terms limits or excludes liability that cannot be limited or excluded by law, including your statutory rights as a consumer. Subject to that, our total liability to you for any claim related to an order is limited to the amount you paid for that order, and we are not responsible for losses that were not reasonably foreseeable when the contract was formed, or for indirect losses such as missed occasions caused by carrier delays beyond our control. We are also not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, carrier disruption, natural disasters or public emergencies.

14. Disputes and governing law

If you have a problem with an order, please contact us first at support@hugsmade.shop; most issues are resolved quickly by email. These Terms and any dispute arising from them or from your use of the site are governed by the laws of the State of Florida, United States, without regard to conflict-of-law rules. If you are a consumer living outside Florida, this does not take away any protection you have under the mandatory laws of the place where you live, and you may be able to bring a claim in your local courts.

15. Changes to these Terms

We may update these Terms from time to time, for example when we change our services or when the law changes. The version that applies to your order is the one shown on the site when you placed it. The “Last updated” date at the top shows when the Terms last changed.

16. Severability and entire agreement

If any part of these Terms is found to be invalid or unenforceable, the rest remains in effect. These Terms, together with the policies they refer to, are the entire agreement between you and Hugs Made about your use of the site and your orders. If we do not enforce a right straight away, we do not give up that right.

17. Notices

We send notices about your order to the email address you gave at checkout. You can send notices to us at support@hugsmade.shop. Keep an eye on your spam or promotions folder for our emails, especially around the time you place an order.

18. Contact

Questions about these Terms? Email support@hugsmade.shop or submit a ticket; we reply within 24 hours on business days. Postal address: Hugs Made, 8601 Beach Blvd Apt 722, Jacksonville, FL 32216, US. You may also find answers in our FAQs and Help Center.