DELIVERY

Delivery prices?

  • UK STANDARD (2-4 working days): £3.95 (free when you spend over £50)
  • UK TRACKED EXPRESS (24-48 hours): £5.95 (order must be placed by 13:00 GMT and is only valid Monday-Friday, this excludes Bank Holidays). 
If you choose standard delivery, orders will be dispatched within 1-3 working days (please note during extremely busy periods this could exceed this time frame). The delivery time frame starts from the day your order is dispatched.
  • EUROPEAN DELIVERY (3-5 working days): £6.95
  • INTERNATIONAL DELIVERY (5-15 working days): £6.95
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?

UK STANDARD: 2-4 working days from dispatch
UK TRACKED EXPRESS: 1-2 working days from dispatch
EUROPEAN DELIVERY: 3-5 working days from dispatch
INTERNATIONAL DELIVERY: 5-15 working days from dispatch

If you choose standard delivery, orders will be dispatched within 2-3 working days (please note during extremely busy periods this could exceed this time frame). The delivery time frame starts from the day your order is dispatched.

Please note, our warehouse is only open Monday - Friday and Royal Mail only collect from us on these days. So if you order on a Friday after 14:00 with Express Delivery this will not be dispatched until the following Monday. 

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?
If you are in the UK and have not received your order within 6 working days since dispatch, or outside the UK and have not received your order within 20 working days since dispatch, then please drop us an email on help@huggipaw.com
On the rare occasion that items are not delivered and have been lost in transit we will send out a replacement. 

Please note - we cannot be held responsible if the delivery address entered at checkout is incorrect or incomplete. It is the responsibility of the customer to give a complete and accurate delivery address to ensure safe delivery of the parcel is made.
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 so sorry to hear that you are not happy with your Huggipaw products. We want you to be 100% satisfied. If you would like to return an item, you can do so within 30 days of the delivery date.

Christmas Returns Policy -
Items purchased between 15th October and 24th December can be returned by 31st January 2025 for a refund or exchange.

To return your order, please send it to the following address and make sure you include a slip with your order number inside.
Huggipaw Returns
Flat 1901,
One Park Drive
London
E14 9SQ
**Only products returned in new and unused condition and in their original packaging will be refunded.

Refunds will be processed within 5 working days from when we have received your products. It can take up to 10 working days for the refund to show in your bank account.
You will be required to pay return postage for an item unless it arrives damaged or faulty, in which case we will require photographic evidence. If this occurs, please send us an email at help@huggipaw.com in the first instance.
Original postage costs will not be refunded unless an item is damaged or faulty.
If you choose to return your item using normal untracked delivery, then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing on its return.

Can I exchange my item?

Of course! We send replacements out free of charge once we have received your incorrect item. Please send your order back to the address below, including a note with your name, order number and your exchange request.

Huggipaw Exchanges
Flat 1901,
One Park Drive
London
E14 9SQ

Please keep an eye on your emails as we will email you if there are any issues with your exchange. 

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.

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