Your order
Confirmation of your order
Confirmation of your order
Immediately after your order is completed, an order confirmation will be sent to the email address you provided. If it doesn't appear in your inbox, don't forget to check your spam folder. If you do not receive anything within 24 hours, please contact our customer service.
What is pre-order?
What is pre-order?
Sometimes articles are so popular that they sell out quickly. But don't worry, you can still reserve your favorite items before they're back in stock. We call this pre-ordering. As soon as your item arrives, it will be shipped directly to your door.
How to use your discount code
How to use your discount code
To redeem your discount code, enter it at checkout before delivery and payment information. Click on the text "Add a discount code" to see where to enter the code.
Possibility to cancel orders?
Possibility to cancel orders?
Unfortunately, a placed order cannot be cancelled. Our system is fast and efficient, which means we cannot make changes to orders already placed.
Change an order already placed?
Change an order already placed?
It is not possible to make changes after the order has been placed. If something did not turn out as you intended, return the item and place a new order.
Address can be adjusted if the item has not been sent yet. BUT if the package has been sent to an incorrect address that you provided, there is not much we can do.
Are there physical stores?
Are there physical stores?
NIX, we are a purely online store.
Applicable Promotions
Applicable Promotions
Price reductions and promotions are limited in time. The current price in the online store applies and cannot be changed afterwards.
Price changes after ordering
Price changes after ordering
If you notice that the price of an item has decreased after your order, it is not possible to adjust the price. In this case, return the product and place a new order at the current price.
Forgot discount code
Forgot discount code
If you forgot to use your discount code when ordering, it unfortunately cannot be added afterwards.
Entered the wrong address?
Entered the wrong address?
Mistakes happen. If you realize that you have entered an incorrect address and your order has not yet been shipped, please email us immediately at support@thehugly.co
Important: Double check your address before confirming your order. If the package has been sent to an incorrect address, there is not much we can do.
Shipping & deliveries
How do I track my order?
How do I track my order?
To follow your package's journey, use your tracking number at www.earlybird.se or https://tracking.citymail.se/. Please note that the tracking information will only be available once EarlyBird or CityMail has received the package. This can take up to 7 days from when we ship it. This is because it takes a few days from the time the package is sent until it reaches EarlyBird or CityMail.
When are the products shipped?
When are the products shipped?
Once you've placed your order, the team gets to work carefully packing your items. Please allow us up to 3 days to prepare your order. If you are also waiting on a pre-ordered item, everything will be shipped together when all items are ready.
When will my package arrive?
When will my package arrive?
Expect your package to arrive within 8-14 days. You will receive an email with a tracking number so you can follow your delivery. Don't worry if the tracking doesn't update immediately; that sometimes takes time.
From the date my order is shipped, how long is the delivery time?
From the date my order is shipped, how long is the delivery time?
If an item has a printed date when the package will be sent, then this means that your package will be sent on that day and should arrive within 7-11 days from the date indicated.
It has been more than 15 days now?
It has been more than 15 days now?
If 15 days have passed and your items have not arrived, please contact our support at support@thehugly.co Depending on where you live, your package may be delivered to different locations—like your mailbox or right outside your door. Have you checked all possible places?
Unclaimed packages
Unclaimed packages
Life isn't always perfect and sometimes packages go missing. If you have chosen insured shipping, you are protected! We will send out a replacement at no extra cost. If you opted out of insured shipping, we'll do our best to help you!
Problems with the delivery?
Problems with the delivery?
If you are concerned that your package may have gone missing, first check your tracking number. If more than 20 days have passed, please contact us at support@thehugly.co
Do we ship internationally?
Do we ship internationally?
Absolutely! Hugly started in Sweden, but the love for cozy clothes now resonates all over the globe.
Return, exchange & complaint
Return
Return
You have 14 days to consider your purchase, a time to feel if your new HUGLY makes your life better. Please note that we can only accept returns of products in unused condition and with all labels intact.
Process for returns
Process for returns
Initiating a return is a straightforward process, designed to be as efficient as possible. Contact us at support@thehugly.co and we will help you further. It is important that you contact us before sending your item back to us. Then we are aware that we will receive your package 😊
Cost of return
Cost of return
The buyer is responsible for the entire return cost, unless the reason for the return is that the product to be returned does not correspond to the one ordered (e.g. an incorrect or defective product).
Multiple orders in the same return?
Multiple orders in the same return?
It is important to note that we cannot handle returns of goods from different orders in the same shipment. Each order must return home separately.
Time span for the return process
Time span for the return process
Expect about a week from when you send your package to us until the package arrives at our warehouse. Time is sometimes the most luxurious commodity we have, and we don't want to waste yours.
Possibilities for exchange?
Possibilities for exchange?
We currently do not offer exchanges. But don't worry, our 14-day return policy is designed to give you enough time to make up your mind.
Complaints process
Complaints process
Quality is the core of our brand. Should you still encounter problems with any of our products, please contact our fantastic support team at support@thehugly.co and they will help you further. The more detailed information you can provide, the more smoothly we can resolve the situation.
We value your trust and strive to make your experience with HUGLY as wonderful as possible. With this information in hand, we hope you feel both informed and confident.
Received damaged package
Received damaged package
If the accident happens and the package arrives damaged, you should document it with pictures and immediately contact our customer service at support@thehugly.co We will assist you in the further procedure
Refund in case of return and complaint
Refund in case of return and complaint
After an approved return, you can expect the refund to be made within five banking days, directly to the payment method you originally selected.