Everything you want to know about Hugsback

We understand you may have questions before you bring your new Hugsback into your home.

Whether it's shipping, warranty, washing, or using our weighted cuddly toys, you'll find all the answers clearly presented here.

Collaborations

Why does Hugsback want to collaborate with different organizations?

Because we believe everyone can benefit from the sense of calm and security our cuddly toys provide. We're open to collaborations with schools, therapists, and healthcare institutions that share our vision: helping people relax and feel safe – one hug at a time.

What is the purpose of these collaborations?

We don't just want to sell stuffed animals; we also want to contribute to more peace and well-being in everyday life. Partnerships help us bring Hugsback stuffed animals to places where they can truly make a difference—for example, for children with sensory processing issues, clients in therapy, or people experiencing stress.

Do all donations go to these parties?

We're gradually developing a model that allows us to donate or deliver on a regular basis to organizations in need. Currently, our focus is on building such partnerships so we can provide targeted support in the future – where our hugs are needed most.

How does my purchase contribute to this?

Every purchase directly contributes to the growth of Hugsback and our mission. The more people discover a Hugsback plush toy, the greater our opportunities to donate, collaborate, and bring more peace to others. Your support makes that difference possible.

Can I collaborate with Hugsback?

Yes, absolutely! We love working with organizations that help people relax or find support—from schools and therapists to healthcare facilities. Do you see opportunities to do something wonderful together with Hugsback? Let us know at info@hugsback.com . We'd love to hear from you.

Advice

How often should I wash my Hugsback?

That depends on how often you use it. For daily use, we recommend washing the plush toy about once every two to three weeks. This will keep it fresh and soft. In between, you can air it out occasionally to keep it feeling clean and fresh.

Can I use my Hugsback every night?

Absolutely. A Hugsback is designed for daily use and retains its shape and functionality for years to come. Many of our customers sleep with it every night and find they relax faster, sleep more peacefully, and wake up feeling more refreshed.

Is a Hugsback suitable for children?

Yes, a Hugsback can provide children with a sense of calm and security – especially during busy or stressful times. We do not recommend its use for children under 3 years old.

How heavy is a Hugsback?

Each Hugsback weighs 2 kg – just enough to provide deep relaxation without feeling too heavy. The weight is carefully distributed so it remains comfortable for both adults and older children.

Can I take my Hugsback with me when I travel?

Absolutely. Many people take their Hugsback with them in the car, on the train, or on vacation. It feels like a little piece of home, wherever you are.

How long does a Hugsback last?

With normal use and proper care, a Hugsback will last for years. The cover is easy to replace, so your plush toy always looks fresh and new.

Is a Hugsback warm in summer?

No, the fabric breathes well and feels comfortable in any season. Its weight provides a comfortable feel without overheating, so you can continue to cuddle comfortably even in summer.

Can I wash the weighted filling?

No, the filling is not machine washable. Clean it with a slightly damp cloth and let it dry completely before using it again.

Delivery and shipping

What are the shipping costs?

At Hugsback, you never pay shipping costs – we want your new cuddly toy to arrive to you worry-free, completely free of charge and lovingly packaged.

What is the delivery time?

If you order before 4:00 PM on a business day, your order will be shipped the same day and usually delivered the next day. For orders outside the Netherlands, delivery takes an average of 2 to 4 business days. During peak periods, such as holidays, this may take slightly longer.

Do you deliver during holidays?

Yes, we also ship during holidays. Please note that parcel services are particularly busy around these times, so delivery may take a little longer. Sometimes your Track & Trace will temporarily indicate that the package has not yet been received by the carrier – this is normal and usually means the package is already on its way.

Who will deliver my Hugsback?

We partner with DHL and other reliable carriers. Depending on the country, size, and weight of your order, the carrier may vary, but you will always receive a Track & Trace code once your order has been shipped.

Will I receive a Track & Trace code?

Yes, as soon as your order leaves our warehouse, you will automatically receive an email with a Track & Trace link so you can track exactly when your Hugsback will be delivered.

What happens if I'm not home?

The delivery driver will first try your neighbors or take the package to a nearby collection point. The Track & Trace link will show you exactly where your Hugsback was delivered. Please make sure you pick up the package within a few days, otherwise it will be returned to our warehouse.

Ordering and payment

How can I order?

Browse our collection, choose your favorite Hugsback, and add it to your cart. Then proceed to checkout to securely complete your order.

How quickly will my order be delivered?

If you order before 4:00 PM on a business day, your order will be shipped the same day. In the Netherlands, you'll usually receive your Hugsback the next day.

What payment methods do you accept?

You can pay securely with iDEAL, Bancontact, Klarna, Visa, MasterCard, Maestro, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. Do you have a discount code? Simply enter it at checkout.

Can I pay later?

Yes, that's possible! With Klarna, you can choose to pay later or in installments. This way, you can enjoy your Hugsback first and then pay later.

What happens after my order?

After placing your order, you'll receive an immediate email confirmation. We'll get started right away and ensure your Hugsback is carefully packaged and shipped.

Can I still change or cancel my order?

Please contact us as soon as possible at info@hugsback.com if you need to make a change. As long as the order hasn't shipped yet, we'll be happy to make the changes.

Is my payment safe?

Yes, absolutely. All our payment options are processed via secure SSL connections and trusted partners like Klarna and PayPal. This way, you can pay with peace of mind.

Track your order

Can I still change my address?

Because we want to ship your order as quickly as possible, it's usually not possible to change your address after you've placed your order. Please contact us as soon as possible at info@hugsback.com , and we'll see what we can do for you.

When can I expect my order?

If you order before 4:00 PM on a business day, your Hugsback will be shipped the same day and you'll usually receive it the next day. Order later and we'll ship it the next business day.

Why hasn't my order been shipped yet?

Sometimes the carrier has already received your package, but it hasn't yet been scanned into their system. In that case, your Track & Trace link will be activated automatically later in the day. Don't worry – your Hugsback will still be on its way.

There is something wrong with my order

Oops! Send us a message at info@hugsback.com with your order number and a brief explanation of the problem. We'll look into it right away and resolve it as quickly as possible.

Can I cancel my order?

Yes, that's possible as long as your order hasn't been packed or shipped yet. Please contact us as soon as possible at info@hugsback.com , and we'll see if we can still cancel it.

Returns

How many days do I have to return?

You have 30 days to return your Hugsback free of charge. This way, you can experience in the comfort of your own home whether your new plush toy is truly a good fit.

How can I return my order?

You can easily request a return by emailing us at info@hugsback.com with your order number (found in your order confirmation). Always use the email address you used when placing your order. We're happy to help you step by step.

I no longer have the original box

A Hugsback can only be returned if it is complete – including the original packaging, all tags, and the cuddly toy itself in undamaged condition.

I don't have a printer for a return label

No problem! We can send you a QR code that you can scan at the delivery point. This way, you can easily send your return without needing a printer.

I haven't gotten my money back yet

Once we receive your return, we'll refund the purchase price within 14 days using the same payment method you used. If it takes longer, please send us a message and we'll look into it right away.

What happens to returned Hugsbacks?

Returned plush toys in perfect condition will be donated to organizations and institutions where they can bring joy to someone. This way, every Hugsback gets a new home.

Warranty

How long is the warranty on my Hugsback?

All Hugsback cuddly toys come with a two-year statutory warranty. This means you're always entitled to a quality product that does what you expect.

What exactly does the warranty cover?

You can trust that your Hugsback is made of high quality. If something goes wrong within the warranty period that isn't due to use, we'll take care of it for you—for example, with a replacement or a suitable solution.

What should I do if my Hugsback breaks within the warranty period?

Please contact us at info@hugsback.com and, if possible, attach a photo of the problem. We'll be happy to assist you and quickly provide a suitable solution.

What does 'in addition to the statutory warranty' mean?

In addition to the standard legal warranty, Hugsback offers additional service. This means we always work with you to find a solution, even if the legal period has formally expired.

  • 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 

  • Warranty

    Our 2 kg weighted soft toys come with a 2-year warranty. Should a problem arise, we'll replace or refund your soft toy immediately—so you can continue enjoying your loyal cuddly companion worry-free.

    Read more 

  • About us

    At Hugsback, we believe that true rest begins with a mind that can relax. When you feel less tension during the day, you sleep more deeply and wake up feeling more energized—ready for whatever the day brings.

    Read more 

    We are ready to help you!

    Need help? Our cuddle team is here for you!

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      Click on the chat at the bottom left

    • Or send us an email

      info@hugsback.com

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