Vrouw houdt een Hugsback verzwaringsknuffel beer vast; een zachte, rustgevende knuffel die comfort, troost en ontspanning biedt bij stress of spanning.

Everything you want to know about Hugsback

We understand you might still have questions before bringing your new Hugsback home.

Whether it's about shipping, warranty, washing, or using our weighted plush toys — here you'll find all the answers clearly laid out.

Collaborations

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.

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.

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.

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.

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

Advice

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

Please contact us as soon as possible at info@hugsback.com if you would like to make a change. As long as the order has not yet been shipped, we will be happy to adjust it.

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

As we want to ship your order as quickly as possible, it is usually no longer possible to change your address after you have placed an order. Please contact us as soon as possible via info@hugsback.com, and we will immediately see what is still possible.

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.

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.

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 for you as quickly as possible.

Yes, you can, as long as your order has not yet been packed or shipped. Please contact us as soon as possible at info@hugsback.com, and we will see if we can still cancel it.

Returns

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.

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 to place your order. We are happy to help you step by step.

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

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.

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.

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

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.

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.

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

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.

 
 

  • 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