Returns and Exchanges
Return Policy
At HUGBUG, we are committed to providing high-quality products and exceptional customer service. If you are not completely satisfied with your purchase, please review our return policy below.
Return Eligibility
We accept online returns within 21 days of the delivery date. To initiate a return, you must contact us within 7 days of receiving your order.
Approved returns will be issued as an electronic store credit valid exclusively at www.hugbugshop.com. Store credit issued for online purchases cannot be redeemed at the HUGBUG retail store location.
Please allow 3–5 business days from the date your return is received at our facility for processing.
Return Shipping & Labels
Customers are responsible for all return shipping costs. HUGBUG does not provide return shipping labels.
How to Process a Return
To request a return, please email hello@hugbugshop.com within 7 days of your package delivery date.
Please include:
- Your order number
- The item(s) you wish to return
Once your request has been reviewed and approved, a Return Reference Number will be issued via email. This number must be clearly written on the return shipping label. Returns received without an approved Return Reference Number or that do not meet our return policy requirements may be refused.
Return Requirements
To be eligible for a return, items must:
- Be unworn, unwashed, and unused
- Be in the original condition in which they were sold
- Include all original tags, packaging, and accessories
- Be returned in the original packaging provided
The following items are Final Sale and are not eligible for return, exchange, or store credit:
- Mealtime items
- Pacifiers
- Bottles
- Shampoo, Lotion, Ointments
- Special occasion items
- Toys, Plushies, Jellycats
- Sale and clearance merchandise
Ready-to-Gift Box Returns
Each Ready-to-Gift Box is thoughtfully curated and carefully assembled by hand. Due to the artisanal nature of these items, all approved returns of Ready-to-Gift Boxes are subject to a 20% restocking fee. This fee will be automatically applied to all eligible returns. No exceptions.
Quality Inspection
Prior to shipment, all items are carefully inspected to ensure they meet our quality standards and are in excellent condition before leaving our facility.
Contact Us
For questions, comments, or assistance, please contact us at:
Please allow 24–48 business hours for a member of our team to respond.