Refund policy
Last updated: September 22, 2026
Every Huggable piece is made to order, just for you. We want it to feel right, and if it doesn't, here's exactly how returns work.
14-day returns
You can return any item within 14 days of delivery, for any reason. If the last day falls on a weekend or public holiday, you get until the next working day.
Items should come back unworn, unwashed and in the condition you received them. You're welcome to try your hoodie on the way you would in a shop. If an item comes back worn, washed or damaged, we may reduce the refund to reflect the loss in value.
Wrong size? Talk to us first
Our pieces have an oversized fit. If yours doesn't fit the way you hoped, email us before sending anything back. We'll help you find the right size and make things as easy as we can.
How to start a return
- Log in to your account, open your order and select Request return, or email us at huggable.brand@gmail.com with your order number.
- We'll reply by email with the return address and instructions.
- Send your item back within 14 days of letting us know you want to return it. We recommend a tracked shipping service.
Please wait for our instructions before sending anything, so your parcel reaches the right place and your refund isn't delayed.
Return shipping
If you're returning an item because you changed your mind or it isn't the right size, the cost of sending it back is yours. If the item is faulty, damaged or not what you ordered, we cover everything (see below).
Refunds
We refund you within 14 days of receiving your return, or of receiving proof that you've sent it back, whichever comes first. Refunds go to your original payment method.
If you return your whole order, we also refund the original standard delivery cost. If you chose a faster, more expensive delivery option, we refund the standard delivery price only.
Faulty, damaged or wrong items
If your item arrives faulty, misprinted, damaged or isn't what you ordered, email us at huggable.brand@gmail.com with your order number and a few photos. Please get in touch as soon as you notice the problem, ideally within 7 days of delivery, so we can fix it quickly.
We'll send you a replacement or a full refund, at no cost to you. In most cases you won't need to send the item back. This doesn't affect your legal rights for faulty goods.
Cancelling an order
Because every piece is made to order, you can cancel within 1 hour of placing your order, from your account or by emailing us. After that, your order is already in production. You can still return it once it arrives, as described above.
Your legal rights
If you live in the EU or the UK, you have a legal right to withdraw from your purchase within 14 days of delivery without giving a reason. This policy is built around that right and doesn't limit it or any other right you have under the law where you live.
To withdraw, you can use our return request in your account, email us, or send us the model withdrawal form below. Any clear statement that you want to withdraw is enough.
Model withdrawal form
To: Huggable, huggable.brand@gmail.com
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Date:
Questions
Write to us anytime at huggable.brand@gmail.com. A real person reads every message.