The status of your order

Use the track & trace link in the email from the delivery service to track your delivery. Stay informed about the progress of your order.

Track your order

Frequently Asked Questions

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.

  • 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.

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  • Returns

    You have 30 days from the date of purchase to return or exchange a product, counting from the date of receipt.

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  • 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.

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  • 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.

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    We are ready to help you!

    Need help? Our cuddle team is here for you!

    • Start a live chat

      Click on the chat at the bottom left

    • Or send us an email

      info@hugsback.com

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