Do you need help?

Contact us and we'll get back to you within 1 business day with an answer!

Contact us

  • Ordering and payment

    You can pay at Hugsback using the following payment methods: iDEAL (Maestro), Visa, Mastercard, Apple Pay, Google Pay, PayPal, and Klarna. You can use a discount code or gift card at checkout.

    Read more 

  • Delivery and shipping

    We ship our packages primarily with DHL and currently only deliver to the Netherlands, Belgium, Germany, and the UK. We offer free shipping on all orders.

    Read more 

  • Returns

    You have 30 days from the date of purchase to return or exchange a product, counting from the date of receipt.

    Read more 

  • Track your order

    Here you'll find the status of your order, including shipping information and the expected delivery date. Stay informed about the progress of your order.

    Read more 
     
     

    Contact

    Frequently Asked Questions

    What are the shipping costs?

    At Hugsback, you never pay shipping costs – all our orders are shipped free of charge.

    Will I receive a confirmation when my order has been shipped?

    Yes! Once your order is placed, you'll receive a confirmation within an hour. As soon as your package is on its way, we'll send you an email with the Track & Trace code.

    What is your delivery time?

    Order before 4:00 PM and you'll receive your Hugsback the next day . Orders placed after 4:00 PM will be shipped the following business day. Sometimes there may be delays due to the carrier, but we'll always keep you updated via Track & Trace.

    Will I receive a confirmation when my order has been shipped?

    Yes! As soon as your order is placed, you'll receive an order confirmation immediately. Once your package is on its way, we'll send you an email with the Track & Trace code.

    What if my order is late?

    Let us know at info@hugsback.com and we will ensure a quick solution.

    How long is the warranty?

    Every Hugsback is covered by both the statutory warranty and our own quality guarantee. If your plush toy arrives defective or something goes wrong, please send us photos at info@hugsback.com and we'll arrange a free replacement.

    What is your satisfaction guarantee?

    We want you to be 100% satisfied. Don't like your Hugsback? Contact our customer service—we always look for a solution that makes you happy.

    Can I cancel my order?

    Yes, if you let us know within 1 hour of ordering, we can cancel it free of charge.

    How can I return a Hugsback?

    We recommend using your Hugsback for 1-2 weeks to get used to it. If you're not satisfied, you can return it via our returns page.

    Where can I file a complaint?

    Email us at info@hugsback.com. You'll receive a substantive response within 14 days .

    What does 'legal guarantee' mean?

    All items you purchase from us are covered by our statutory warranty. A statutory warranty means that a product is or should do what a consumer can reasonably expect. The warranty periods listed on our website refer to our own manufacturer's warranty.

    Are your reviews real?

    Yes! We use an independent review platform. Only customers who have actually ordered from us will be invited to leave a review.

    What are your company details?

    Hugsback
    Broekkantsedijk 32
    5482ET Schijndel
    Chamber of Commerce number: 97949620
    VAT number: NL868300500B01

     
     

    Do you have another question?

    Contact our cuddle team and we'll get back to you as soon as possible with an answer!

    We are ready to help you!

    Need help? Our cuddle team is here for you!

    • Start a live chat

      Click on the chat at the bottom left

    • Or send us an email

      info@hugsback.com

      • 30-day trial cuddle

        First a nice cuddle, then decide.

      • Free shipping (worth €5.95)

        No shipping costs, but lots of hugs.

      • Trusted by 300+ cuddle buddies

        Together we make the world softer.

      • Premium unique materials

        For the softest and safest hugs.