This page explains how to send something back or swap it for another size or colour. For full legal details, please see our Terms of service.

A quick reminder

To keep things smooth and simple:

• Please return your Hugup unused, in its original condition, with all tags still on. Please make sure to include Hugup certificate.

• And make sure to send it back from the same country you ordered to

How to make a return

We have made returns easy with our online return tool. Here is how it works:

1. Log in

Sign in to your Hugup account and open Your Orders.

2. Choose what to return

Select the item you want to return and click Start return.

3. Get your pre-paid label

When your request is approved, we will send you a prepaid shipping label by email.

4. Pack and ship

Put your item back in its original packaging with all tags attached. Secure it, attach the label, and drop it off with the carrier shown on your label.

We will email you at every stage so you know exactly what is happening.

Timings you need to know

• Notify us within 30 calendar days of receiving your order

• Send your item back within 14 calendar days of telling us

• We will process your refund within 14 calendar days of getting your return or proof of shipment (whichever is sooner)

Questions people often ask

Can I return an item after 30 days?
No. Returns must be requested within 30 calendar days of receiving your order.

You can try it on as you would in a shop. If the item shows signs of wear or damage, the refund may be reduced.

How long will it take to get my money back?
Refunds are issued within 14 calendar days of us receiving your item or your proof of shipment, whichever comes first.

Do I have to pay for return shipping?
Return shipping is free if you use our prepaid label. If you choose your own carrier, we cannot cover the cost.

Can I exchange an item instead of a refund?
Yes. Add a note saying “EXCHANGE” with the size or colour you want. If available, we will contact you how to process the exchange.

What if my item is faulty or incorrect?
We will sort it out at no cost to you. Contact support, and we will arrange a replacement or refund.

Need a hand?

Returns can feel like a chore, but you are not on your own.

Drop us a line at support@hugup.com and we will get you sorted.