F.A.Q
HOW TO ORDER? WE CAN PROVIDE STEPS
1st step: go to our website
2nd step: choose your favorite item
3rd step: add it to the cart with your size
4th step: press checkout
5th step: fill in your checkout details
6th step: complete order and wait for a confirmation email
HOW LONG DOES IT TAKE FOR MY ORDER TO BE DELIVERED?
Cairo Orders: 3-5 working days
Other Governorates: 7-10 Working days
Our courier may deliver it faster than we imagine but that was the maximum delivery period.
HOW MUCH DO I PAY FOR SHIPPING?
It differs from one governorate to another
CAN I CHANGE MY ORDER OR ADDRESS AFTER I HAVE PLACED IT?
Unfortunately it is difficult to change your order or the shipping address once it has been placed, but you can DM us to check if it has been shipped to the courier or not to fix it for you.
DO YOU SHIP INTERNATIONALLY?
No, but we’re planning to expand and ship internationally very soon.
I DON’T LIKE ORDERING THINGS ONLINE. WHAT IF ANYTHING GOES WRONG?
With The Hugoo , We assure you that you can choose to pay on delivery, and If there’s anything wrong with your Hugoo, we have a very flexible return/exchange policy.
I THINK MY ORDER IS LOST/HASN'T BEEN DELIVERED?
Your Hugoo should be delivered within 3 to 10 working days, you will be informed if there are any order delays.
SIZE GUIDE
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CARE AND WASHING INSTRUCTIONS
Been living, sleeping, and eating in your Hugoo for 3 weeks nonstop and only taking it off to go in the shower (hopefully!)? Standard care options for our Hugoo are as follows:
Hand or machine wash in cold water
If machine washing, ensure a gentle cycle is selected
Use only mild detergents (approved for wool/ silk)
Avoid mixing with other colors
Do not tumble dry
Do not iron
Do not dry clean
IS IT OVERPRICED?
Oh dear, you can definitely tell the ones who haven’t experienced the Hugoo themselves yet! We can promise you, the Hugoo is worth every penny. Gone are the days of shivering in your pajamas with holes in them that you can’t quite justify throwing away - we ensure to source only the best possible materials for our adorable Hugoos so that they are designed to last! Once you put that soft, marshmallow-y fluff blanket over you, you’ll know exactly what we’re talking about.
DO YOU TAKE SUGGESTIONS OR CUSTOMS DESIGNS?
We’re here to take your suggestions – the weird, the wonderful, and the just plain wacky! Feel free to suggest your artistic vision
Unfortunately we can’t guarantee your design will be made, and are not yet offering custom Hugoo at this point – sorry Hugoo friends!
CAN I SEND AN ORDER AS A GIFT?
Have a special someone who you think needs a Hugoo in their life, A Hugoo is the perfect gift! You can ship a Hugoo directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. All Hugoos come automatically wrapped with a beautiful ribbon bow and personal storage bag too, plus we don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!
WHAT ARE THE HUGOOS MADE FROM?
With the Warmest polar fabric with fleece lining so that you feel hugged and loved all season long.
DO YOU HAVE A RETURNS POLICY?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer free returns for 30 days from date of delivery/receiving of order.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
- Item(s) have to be initiated for return and placed in the post within 7 days of the delivery/receiving of order.
- Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
- Item(s) must be in the original packaging, which must be in original condition.
This includes attached swing tag and branded dust bags you will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
CAN I EXCHANGE MY HUGGO WITH ANOTHER ONE?
Another pattern caught your eye? It happens – trust us, our wardrobes are full of them! You can certainly return your Hugoo to us for an exchange to a new pattern, provided it is returned within 7 days.
*Please note: all Hugoos must be returned in as new condition, with the swing tag, original bag and bow to be eligible for a return.
I HAVE AN ISSUE WITH MY ORDER, WHAT CAN I DO?
Something not quite right with your order? Don’t worry, our Hugoo team is ready to spring into action! Please contact us to advice of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
HOW DO I CONTACT YOU?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is CS@thehugoo.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
WHAT PAYMENT TYPES DO WE OFFER?
Cash on delivery (COD)
I NEED TO CANCEL OR CHANGE MY ORDER?
Please email us immediately as orders cannot be cancelled once dispatched. If your item has still not been processed, we will cancel your order and provide a full refund, including shipping fees. If the order has been processed and dispatched, please see our return policy.
HOW DO I PROVIDE A FEEDBACK?
Through our social media platforms or by leaving your feedback/review on the product you bought on our website
WHERE ARE YOU LOCATED?
We are currently an e-shop with a presence on Instagram/Facebook and our website.