FAQs
Deliveries
How do I return/exchange my order?
You can return your item(s) within 28 days from the date that you received your goods, as long as the item(s) has not been used and the tags are still attached for a full no-quibble refund.
Should you change your mind about a purchase, we will give you a full refund, but in this instance, customers are required to cover the return postage costs.
Please refer to our returns page for more information: https://www.hugoandhudson.com/policies/refund-policy
Something is missing from my order
Please email info@hugohudson.co.uk and one of our customer service team will assist in rectifying the issue.
Wrong item received
We aim to sort any issues regarding incorrect items within 24hrs Monday to Friday. Please info@hugohugohudson.co.uk to notify us of this error and one of our customer service team will assist you.
What do I do if my item(s) arrive faulty or damaged?
Firstly, we’re sorry if you’ve received a faulty item. In the unlikely and unfortunate event that there is a fault with your product, please contact our customer services team returns@hugohudson.co.uk or alternatively call (+44) 0207 1128088 Monday to Friday 09:00 – 17:00 GMT who can assist you further.
We will require an image of the item, or request the item is returned so that we can assess the fault. Please bear in mind that all items are inspected on return, and those with wear and tear, rather than a fault may not be refunded. If there is a definite fault with the product, the item may be replaced or refunded as per your instruction and in both cases, the cost of returning the item(s) will be refunded to you.
Please bear in mind that all items are inspected on return, and those with wear and tear, rather than a fault may not be refunded.
How long will my order take to arrive?
USA ONLY
At Hugo and Hudson, our delivery service aims to ensure the swift and safe shipment of your purchases, to the postal address specified in your order.
Hugo and Hudson aim to dispatch all online orders within a time frame of 1 working days from receipt of your order and aims that all deliveries will be received by the customer within 5 working days.
Shipping rates and time frames are available in the checkout
Do you ship internationally?
Our main website only ships to the USA.
For international shipping please go to https://uk.hugoandhudson.com/
How much is delivery?
Orders and Returns
How do I cancel my order
If you need to change or cancel your order, please contact info@hugohudson.co.uk with your order number and one of our customer service team will assist you.
Why has my order been returned?
If your order has been cancelled by Hugo & Hudson, it is likely to be for one of the following reasons:
- The parcel was refused
- The delivery address was incomplete
- The order was damaged in transit
- Our delivery provider was unable to access the address of the order after multiple attempts
You will be notified by email or one of our customer service team if your order is returned to the warehouse. For more information, please contact info@hugohudson.co.uk
Why has my order been cancelled?
If your order has been cancelled by Hugo & Hudson, it is likely to be for one of the following reasons:
- The payment was refused/declined
- There isn’t suitable stock to fulfil your order
You will be notified by email or one of our customer service team if your order is cancelled. For more information, please contact info@hugohudson.co.uk
Where is my order?
Simply check you confirmation and shipping emails to track the status of your order. If your order has been dispatched to a delivery courier, you can track the status of your order with your tracking code on their independent website.
If your delivery date has elapsed, please allow your order an extra day to be delivered, especially at busy times of the year such as Black Friday and Christmas.
If your order doesn’t arrive within 14 working days of the date by which your order should have been delivered, please contact info@hugohudson.co.uk with your order number which begins with HH… our customer service team will try their best to help you.
Payment Types
How do I buy an E-Gift Card?
Our E-Gift cards come in a selection of denominations, are delivered by email and contain instructions to redeem them at checkout.
E-Gift cards can be ordered here: https://www.hugoandhudson.com/products/hugo-hudson-gift-card
How do I contact Customer Care?
For general enquiries you can contact: info@hugohudson.co.uk
To report a fault, please contact: returns@hugohudson.co.uk
You can contact throughout messaging systems on Facebook and Instagram.
There is also a form on our website, and we will get back to you as soon as possible: https://www.hugoandhudson.com/pages/contact-us
What payment types are available?
You can use any of the following payment types to pay for your order:
- AMEX
- Apple Pay
- Discover
- Diners Club
- Mastercard
- Google Pay
- PayPal
- Shop Pay
- VISA
- Maestro
Products and Stock
How do I wash/care for my Hugo & Hudson products?
Each of our products need to be washed and cared for differently. Please refer to each individual product page for care and washing recommendations.
Where are Hugo & Hudson products stocked?
You can find our Hugo & Hudson in a selection of stockists and online retailers: https://www.hugoandhudson.com/pages/store-locator
I’m having trouble finding the right size for my pet
No problem, we have a selection of handy size guides and videos which can help you measure your pet properly to get the right size. Take a look at our size guides here: https://www.hugoandhudson.com/pages/sizing