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Should I create an account before making a purchase?

For the best Hugmie experience, we recommend that you sign up for a free account here.

Sign-up is quick and easy, plus you can view your order history, track your orders, write reviews, and more!

If you don't want to sign up at the moment, you can still shop and checkout as a guest.

How do I create an account?

To create an account, click the Log In icon in the top-right corner of the homepage and click “Create Account”. Fill in your email address, your name, and a password. Click sign up, and you’ll all set up.

How do I place an order?

1) Adding items to your cart

You can add an item to your cart in two ways. The first way is on the product page.

On this page:

1. Select your model/color/quantity

2. Click Add to Cart

The second way is on a category page containing multiple products.

On this page:

1. Click quick view icon

2. Select your model/color/quantity

3. Click Add to Cart

2) Checking out

Once you’re ready to check out, click the cart button in the top-right corner of the page.

If everything looks good, click the “Checkout” button. On the next page, you can view your order, add your shipping/billing information, add a promo code, choose a shipping method and complete order.

How do I reset my password?

Go to and click "Account" in the top-right corner.

A login field will appear. Click "Forgot Your Password?"

Enter the email address associated with your account.

Click the “Submit” button. Check your email for a message from Hugmie with the subject line "Password Reset Request." Follow the link in the email, then follow the instructions on the page.

You'll be taken to your updated account.

How do I apply a discount code?

To add a promo code to an order, when you’re checking out, enter your promo code in the “Discount Code” field, then click Apply. You’ll see the discount applied to your subtotal. Our promo codes don’t combine with other promotions. If you’re already receiving a discount and you enter a code, the site will apply the greatest discount (not both discounts) to your order.

If you are using our website on a mobile device the "Discount Code" you will need to "Show Order Summary" which will display the field where you can input a promo code.


Which payment methods do you accept?

We accept the following forms of payment:

—American Express





—Apple Pay

—Google Pay

—Shop Pay

What should I do if my card is declined?

To ensure your order is not declined when placing a new order we suggest the following:

  • Check the card details to make sure the information is correct, e.g. the expiration date or balance in your account.
  • Make sure you enter the security code correctly - that's the three digit number on the back of your card.

Your credit or debit card company may have declined your payment. If this is the case, you will have to discuss directly with the issuing card company to find out why as we have no access to this information.

As an alternate solution, you can try paying with a different card. If you've tried the options above and are still having problems, contact us at with as many details as you can tell about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.

Are my details safe when ordering online with Hugmie?

Hugmie takes your shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. We're always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!

What should I do if there is a payment error?

If you are experiencing error messages when making a payment, please make sure you've entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.

Can I use more than one coupon code on my order?

At this time, only one promotion (coupons, free shipping vouchers, promo codes) can be applied per order.

What do I do if my coupon isn't working?

If your coupon isn't working, please feel free to contact us at for assistance. Please keep in mind:

  • Only one coupon code can be used per order.
  • Conditions of each promotion vary, so make sure you check the details provided when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiration date or a limited amount. You should be able to find the conditions in the same place you found the code whether it be through an email or on our website.
  • Some codes will only work for designated people. If you've received the code in an email from Hugmie, then the code may be only eligible for use with that email address. Make sure you are completing the purchase using the same email address that the code was sent to.


Can I cancel or change my order?

Please contact us at if you want to cancel/change order. For further details please refer to the shipping policy on our website:

How can I find my order information?

You can log into your account on our website to view your order history. You can also review the order information in the confirmation email that was sent to you at the time of purchase.

How can I track my package?

A tracking email will be sent after parcel dispatched. You may track your order by using the tracking link.

How long does shipping take?

1-3 working days to Ireland.

2-4 working days to the UK

3-5 working days to the EU Mainland.

Can I have my order redirected to a different address?(shipped)

Please note that once your order has been shipped and is in transit, we will not be able to update the shipping address. If the original address is a valid address, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you. If the original address is invalid, your package will be undelivered and returned to our warehouse. You can contact us at with the order number. We'll be more than happy to help!

My order was marked as delivered, but it's not here! What should I do?

If your order was marked as delivered but is not at the desired location, we first suggest verifying the shipping address on your order. If the shipping address is correct, check all possible locations around your home, apartment, or office and see if someone else accepted the delivery.

Additionally, packages may be prematurely marked as delivered. We suggest waiting 3 business days for your package to arrive after the listed delivery date. If your order does not arrive within this time frame, please reach out to us at and we will find a solution!

Please be aware, lost packages must be reported within 14 days of the marked delivery date.


How do I submit a return or exchange request?

We want to be sure you’re as happy with your Hugmie products as we are. If you’re not satisfied with your purchase, you can request a return within 14 days after the parcel is delivered.

Please contact us at for return request.

At this time we are unable to process exchanges. If you would like to change the product you ordered, we would suggest processing a return and placing a new order.

I've received a damaged, defective or wrong item. What should I do?

We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.

In case you receive a damaged, defective or wrong item, please get in touch with us and we'll try and sort it out for you as soon as possible.

Make sure to include the information below:

1) Your order number

2) Product name or SKU number/Product code (you can find this in your confirmation email)

3) Describe the damage/defects and provide clear photos

What should I do if my package is missing an item?

If you've received a package with an item missing, it's most likely one of two things:

1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.

2) If you have not received your entire order by the expected delivery date, please contact us at so we can look into this for you as quickly as possible.

Do you provide free return labels?

We currently are unable to offer a free return service, customers will be responsible for the return shipping fee.

Kindly note that we can only refund the original shipping fee if the item is damaged, defective or we sent wrong item.

When can I expect my refund?

To ensure that we can process your refund quickly, please ensure you follow the instructions closely and provide all of the required information. Once we receive the return package and determine that it's eligible for a refund, a refund will be issued to your original credit card. Once the refund is issued, depending on your bank, usually, you will receive the refund within 5 working days.

How long do I have to return or exchange my items?

We want to be sure you’re as happy with your Hugmie products as we are. If you’re not satisfied with your purchase, you can request a return within 14 days after the parcel is delivered.

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