Shipping Policy
Last updated: June 10, 2026
At Hugsback, we do our utmost to ship your order quickly, safely, and carefully. On this page, you can read all about our processing times, delivery times, shipping costs, delivery areas, and our collaboration with carriers.
1. Order Processing
Orders placed on weekdays before 4:00 PM will be processed the same day and handed over to the carrier.
Orders placed after 4:00 PM, on weekends, or on holidays will be processed on the next business day.
We strive to process all orders within 24 hours.
2. Shipping Costs
Shipping costs vary by country and are automatically calculated during checkout.
For most international orders, you can view the current shipping costs in the checkout before placing your order.
For the following countries, we offer free shipping:
Netherlands: free shipping
Belgium: free shipping
Germany: free shipping
Austria: free shipping
France: free shipping
For all other countries, the shipping costs are clearly displayed at checkout.
3. Delivery Areas and Delivery Times
We currently ship to the following countries:
Netherlands
Belgium
Germany
Austria
France
Luxembourg
Denmark
Finland
Sweden
Ireland
Italy
Spain
Portugal
Poland
Croatia
Estonia
Latvia
Lithuania
Slovenia
Malta
Norway
United Kingdom
Our delivery times are indications and may vary due to carrier congestion, weather conditions, holidays, delays at sorting centers, or any customs checks.
The estimated delivery times are as follows:
Netherlands: usually 1 working day
Belgium: usually 1 working day
Germany: usually 1–2 working days
Austria: usually 1 working day
France: usually 1–2 working days
Luxembourg: usually 2–3 working days
Denmark: usually 1–2 working days
Finland: usually 2–3 working days
Sweden: usually 2–3 working days
Ireland: usually 1–2 working days
Italy: usually 2–3 working days
Spain: usually 1–2 working days
Portugal: usually 1–2 working days
Poland: usually 1–2 working days
Croatia: usually 4–5 working days
Estonia: usually 4–5 working days
Latvia: usually 4–5 working days
Lithuania: usually 4–5 working days
Slovenia: usually 4–5 working days
Malta: usually 4–5 working days
Norway: usually 5–6 working days
United Kingdom: usually 3–4 working days
Once the package has been handed over to the carrier, the further delivery speed is in the hands of the carrier.
4. Shipping Partners
Hugsback ships with reliable shipping partners.
Within the Netherlands, we ship with DHL, DPD, and PostNL, among others.
For international orders, we use various carriers through our shipping partners. For each order, we automatically select the most suitable carrier based on destination, package type, and availability.
It is currently 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.
Note: it may take several hours for the track & trace information to become visible with the carrier.
6. Delivery to pickup points
It is currently not possible to directly choose delivery to a pickup point during checkout.
In some cases, the carrier offers the option to change the delivery address or select a pickup point via the track & trace page after the package has been booked.
These options are determined by the carrier and are independent of Hugsback.
7. Customs and import duties
For orders within the European Union, there are usually no customs fees applicable.
For deliveries to countries outside the European Union, such as Norway and the United Kingdom, import duties, VAT, clearance fees, or other local costs may be charged by customs or the carrier.
These costs are entirely the responsibility of the customer.
Hugsback has no control over these costs and does not reimburse these costs.
8. Incorrect address or undeliverable package
If a package cannot be delivered because the address was incorrectly filled in, the recipient is unreachable, or the carrier could not deliver the package, it may be returned to us.
As soon as the package has been returned to us, we will contact you.
We will then assist you with an appropriate solution. If the package needs to be resent, additional shipping costs may apply, depending on the situation.
Therefore, always check your address details carefully before placing the order.
9. Damaged or missing shipment
Is an item missing or was your order delivered damaged?
Report this within 7 days of receipt via info@hugsback.com.
Please include:
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 an appropriate solution.
10. Delays
Although we do everything we can to deliver quickly, delivery times are always indicative.
We have no control over delays caused by:
busy periods with carriers
technical malfunctions
customs checks
incorrectly provided address details
extreme weather conditions
holidays or delays at sorting centers
We will of course assist you in tracking delayed shipments.
11. Contact
Do you have questions about your order or this shipping policy? Our cuddly team is happy to assist you.
Hugsback
Broekkantsedijk 32
5482ET Schijndel
Netherlands
E-mail: info@hugsback.com
WhatsApp: +31 6 45972787
Chamber of Commerce: 97949620
VAT number: NL868300500B01
