Refund policy

Returns & Refunds

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

A quick reminder

To keep things smooth and simple:

• Please return your product unused, with all tags still on

• 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

Go to https://account.hugup.com, 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 14 calendar days of receiving your order (delivery of the last item)
• 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)

Exchanges

• Need another size or colour? Your first exchange is free.

Follow the return steps above and add a note that says “EXCHANGE” together with the size or colour you need. If the item you want is in stock, we will process it as soon as we receive your return. If it is not, we will contact you with options or issue a refund.

Questions people often ask

Can I return an item after 14 days?

No. Returns must be requested within 14 calendar days of receiving your order.

What if I have worn the item?

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.

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 send it for free.

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.