FAQs

Insights on Hugo & Hudson Products

Do you ship internationally?

Yes, Hugo & Hudson ship internationally with the exclusion Russia and Ukraine.

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

How long will my order take to arrive?

UK Delivery

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 on the same day when they are placed before 4pm BST and aims that all deliveries will be received by the customer within 5 working days.

International Delivery: The cost for international delivery will depend on the country it is being shipped to. Costs for shipping per country will be forecasted at the checkout. USA Delivery 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

How much is delivery?

UK Delivery: Standard 48 Hour Tracked Delivery: £2.95 Delivery is free for orders over £30. *Excluding all beds

Beds have a shipping charge of £6.99

Customers should allow for one additional day when it comes to deliveries to off-shore islands or the Scottish Highlands.

Europe and Worldwide delivery: Hugo and Hudson products can be shipped anywhere in the world apart from Russia and Ukraine.

Hugo & Hudson use Whistl for all orders and costs vary depending on location, duties, Covid surcharges and fuel surcharges.

Deliveries will take 3-17 days.

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.

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 0207 1128088 Monday to Friday 09:00 – 17:00 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.

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.

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 is Klarna?

Pay in 3 interest-free instalments. Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. No interest or fees. Select the Klarna option and enter your debit or credit card information. To check your eligibility, Klarna will perform a soft search with a credit reference agency. This will not affect your credit score. No interest. No fees. No impact to your credit score. Ts Cs apply* *Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford to make your monthly repayments on time. Hugo & Hudson is not a lender and acts only as an introducer. The credit product is provided by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18 and over, depending on their status. Terms and conditions apply. Please note that Pay in 30 days and Pay in 3 instalments are not regulated by the FCA.

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
  • Klarna
  • PayPal
  • Shop Pay
  • VISA
  • Maestro
  • ClearPay
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 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

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

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.

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

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