DELIVERY

Delivery prices?

UK

  • Free UK Standard Delivery on orders over £40
  • UK Standard Delivery: £3.99
  • UK Tracked Express: £5.95

US

  • Free US Tracked Shipping on orders over $50
  • US Tracked Shipping: $7.95 for orders under $50

Europe

  • European Delivery: £6.95

International

  • International Delivery: £6.95

Any customs duties, import taxes or other charges that may apply to international orders are the responsibility of the customer unless otherwise stated at checkout.

Please note: we cannot be held responsible for any additional fees incurred at customs for international deliveries.
If you're based in the UAE and have a shipping forwarder in the UK, it is recommended to use your shipping forwarder for speedier delivery. All our orders are dispatched with Royal Mail service.

How long does delivery take?

Orders are typically dispatched within 1–3 working days. Delivery estimates begin from the date your order is dispatched.

  • UK Standard: 2–4 business days
  • UK Tracked Express: 24–48 hours
  • US Tracked Shipping: 5–8 business days
  • European Delivery: 3–5 working days
  • International Delivery: 7–10 working days

Our fulfilment operates Monday to Friday, excluding public holidays. Delivery may take slightly longer during busy periods or due to customs and carrier delays.

Please note - Royal Mail will collect from us at 11:00AM on 24th December 2025 and will then not collect again until 29th December 2025.

What happen if I am not at home when they deliver?

If your order will fit through a letterbox / postbox then Royal Mail will deliver this to your delivery address. If this is not possible they will leave a card to inform you of how to obtain your order.

Can I track the status of my order?

Yes, you will receive a tracking number when your order is dispatched.
Standard Delivery is not a live trackable service therefore this will only update once delivery has been made or attempted. For full trackable delivery please order with Express Delivery.
On the rare occasion that the tracking number is missing, please drop us an email on help@huggipaw.com and we'll be able to send it to you.
What should I do if my order has not arrived?

Please check your tracking information first, as your parcel may still be in transit or awaiting collection.

If your order has still not arrived, please contact us at help@huggipaw.com if:

  • Your UK order has not arrived within 6 working days from dispatch, or
  • Your international order has not arrived within 20 working days from dispatch

We'll investigate the delivery for you. If your parcel is confirmed as lost in transit, we'll arrange an appropriate replacement or refund.

Cancellations
To cancel an order, please email us on help@huggipaw.com within 1 hour of your order being placed.
Unfortunately after 1 hour we will not be able to cancel an order due to our speedy processing times.

RETURNS & EXCHANGES

How can I return my item?

We're sorry to hear that you're not completely happy with your Huggipaw purchase. We want you and your pup to love every order.

You can request a return, exchange or refund within 30 days of receiving your order, provided the item is unused, in its original condition, with tags attached and in its original packaging.

To start a return, simply log in to your account and submit a request:

https://shopify.com/92666954069/account

Alternatively, you can click "Request a Return" in the footer of our website to start your return.

If you checked out using your phone number only (without an email address), please use the return link included in your SMS order confirmation instead.

You can also contact us at help@huggipaw.com if you need any assistance.

Return Address

Huggipaw Returns
APT 4, Royal Ports House
27 Lapidge Drive
London
SW17 0FH
United Kingdom

Customers are responsible for return shipping costs unless the item is damaged, defective, or we sent the wrong item. In these cases, we'll provide a prepaid return shipping label.

Refunds are processed within 14 days of receiving your returned item (or proof that it has been sent), using your original payment method.

For customers within the European Union: You have a legal right to withdraw from your purchase within 14 days of receiving the final item in your order. Once you've notified us, you have a further 14 days to return the goods.

Can I exchange my item?

Of course! If you'd like to exchange your item for a different size or style, simply submit an exchange request through your customer account or click "Request a Return" in the footer of our website.

You can also start an exchange by visiting:

https://shopify.com/92666954069/account

If you checked out using your phone number only (without an email address), please use the exchange link included in your SMS order confirmation instead.

Alternatively, contact us at help@huggipaw.com and we'll be happy to help.

Once your exchange request has been approved, we'll provide instructions on how to return your item.

Return Address

Huggipaw Returns
APT 4, Royal Ports House
27 Lapidge Drive
London
SW17 0FH
United Kingdom

Once we receive and inspect your returned item, we'll process your exchange as quickly as possible. Please keep an eye on your email for updates throughout the exchange process.

How long do I have to return my item?

We have a 30 day returns policy, so please be sure to send anything back to us within this timeframe so that we can process your refund or exchange.

USEFUL LINK

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