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 everything 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 and handed over to the carrier on the same day.
Orders placed after 4:00 PM, on weekends, or on holidays will be processed on the next business day.
We aim 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 the order.
We offer free shipping to the following countries:
Netherlands: free shipping
Belgium: free shipping
Germany: free shipping
Austria: free shipping
France: free shipping
For all other countries, shipping costs will be 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 indicative and may vary due to carrier congestion, weather conditions, holidays, delays at sorting centers, or any customs checks.
Estimated delivery times are as follows:
Netherlands: usually 1 business day
Belgium: usually 1 business day
Germany: usually 1–2 business days
Austria: usually 1 business day
France: usually 1–2 business days
Luxembourg: usually 2–3 business days
Denmark: usually 1–2 business days
Finland: usually 2–3 business days
Sweden: usually 2–3 business days
Ireland: usually 1–2 business days
Italy: usually 2–3 business days
Spain: usually 1–2 business days
Portugal: usually 1–2 business days
Poland: usually 1–2 business days
Croatia: usually 4–5 business days
Estonia: usually 4–5 business days
Latvia: usually 4–5 business days
Lithuania: usually 4–5 business days
Slovenia: usually 4–5 business days
Malta: usually 4–5 business days
Norway: usually 5–6 business days
United Kingdom: usually 3–4 business days
Once the package has been handed over to the carrier, the further delivery speed is up to 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.
As soon as 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 with the carrier.
6. Delivery to pick-up points
It is currently not possible to directly choose delivery to a pick-up point during checkout.
In some cases, after the package has been booked, the carrier offers the option to change the delivery address or select a pick-up point via the track & trace page.
These options are determined by the carrier and are independent of Hugsback.
7. Customs and import duties
For orders within the European Union, no customs costs generally apply.
For deliveries to countries outside the European Union, such as Norway and the United Kingdom, import duties, VAT, customs clearance fees, or other local charges may be calculated by customs or the carrier.
These costs are entirely at the customer's expense.
Hugsback has no control over these costs and does not reimburse them.
8. Incorrect address or undeliverable package
If a package cannot be delivered because the address was incorrectly entered, the recipient is not reachable, or the carrier could not deliver the package, the package may be returned to us.
As soon as the package has been returned to us, we will contact you.
We will then help you find a suitable solution. If the package needs to be re-shipped, new shipping costs may be charged, depending on the situation.
Therefore, always double-check your address details before placing the order.
9. Damaged or missing shipment
Is an item missing or has your order been delivered damaged?
Please 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 relevant information
We will then help you as soon as possible with a suitable solution.
10. Delays
Although we do everything in our power to deliver quickly, delivery times are always indicative.
We have no influence over delays caused by:
carrier congestion
technical malfunctions
customs checks
incorrectly provided address details
extreme weather conditions
holidays or delays at sorting centers
We will, of course, support you in tracking delayed shipments.
11. Contact
Do you have questions about your order or about this shipping policy? Our cuddle team is happy to assist you.
Hugsback
Broekkantsedijk 32
5482ET Schijndel
Netherlands
Email: info@hugsback.com
WhatsApp: +31 6 45972787
KVK: 97949620
VAT number: NL868300500B01
