Shipping Policy

Last updated: November 16, 2025

At Hugsback, we do our utmost to ship your order quickly, safely, and with care. On this page, you can read all about our processing times, delivery times, shipping costs, and our partnerships with carriers.

1. Processing of orders

Orders placed on working days before 4:00 PM will be processed and presented to the carrier the same day.
Orders placed after this time will be processed on the next business day.

We aim to process all orders within 24 hours .

2. Shipping costs

At Hugsback the following always applies:

• Free shipping to all countries we deliver to
• No minimum order amount

So there are never any extra shipping costs.

3. Delivery areas and delivery times

We currently ship to:

• The Netherlands
• Belgium
• Germany
• England
• France

Our delivery times are estimates and may vary due to busy carriers, weather conditions, holidays or customs checks.

Estimated delivery times are as follows:

• Netherlands: Ordered before 4pm = usually delivered the next business day.
• Belgium: Delivery usually takes 1–2 working days .
• Germany: Delivery usually takes 2–3 working days .
• England: Delivery usually takes 3–5 working days .
• France: Delivery usually takes 3–5 working days .

Once the package has been handed over to the carrier, the carrier is responsible for the subsequent delivery speed.

4. Shipping partners

Hugsback ships with trusted partners:

• DHL and PostNL for shipping within the Netherlands
• Various Sendcloud carriers for international orders

We automatically select the most suitable carrier for your order.
It is not possible to choose a specific carrier yourself.

5. Track & Trace

Every order is shipped with a track & trace code .
Once your order has been shipped, you will automatically receive an email with the tracking link.

Please note: it may sometimes take several hours for the track & trace information to become visible to the carrier.

6. Delivery to collection points

It is currently not possible to choose direct delivery to a collection point.

In some cases, the carrier offers the option to change the delivery address or select a collection point via the track & trace page after the package has been booked with them.
These options are determined by the carrier and are separate from Hugsback.

7. Customs and import duties (England)

For deliveries to England, import duties, VAT or customs charges may be charged by UK customs.

• These costs are entirely borne by the customer.
  

Hugsback has no control over these charges and will not reimburse them.

8. Incorrect address or undeliverable package

If a package cannot be delivered because:

• the address was incorrect, or
• the carrier was unable to deliver the package and returns it to us,

We will contact you as soon as the package has been returned to us.

We will then resend the package free of charge to the correct address you provide.

9. Damaged or missing shipment

Is an item missing or was your order delivered damaged?

Please report this within 7 days of receipt via info@hugsback.com .

Please state the following:

• your order number
• a description of the problem
• clear photos of the packaging and the product
• any additional information that is relevant

We will then help you as quickly as possible with a suitable solution.

10. Delays

Although we do everything we can to deliver quickly, delivery times are always indicative.
We have no influence on delays caused by:

• busy at carriers
• technical malfunctions
• customs controls
• incorrectly supplied address
• extreme weather conditions

We will of course assist you in tracking delayed shipments.

11. Contact

Do you have questions about your order or this shipping policy?
Our cuddle team is happy to assist you.

Hugsback
Broekkantsedijk 32
5482ET Schijndel
The Netherlands

Email: info@hugsback.com
WhatsApp: +31 6 45972787
Chamber of Commerce number: 97949620
VAT number: NL868300500B01