Delivery & Returns

Delivery

All delivery information applies to mainland UK, Scottish Islands, Isle of Man and Northern Ireland addresses. For orders from the Channel Islands, we will email you with a separate quote for shipping costs.

Please note that we do not currently deliver to addresses outside the UK and Ireland.

Products are normally available from stock and are despatched within 48 hours of receipt of your order. If your order goes out-of-stock while we're processing it, we will contact you with a revised delivery date and the option to cancel or change the order.

Standard delivery costs £2.50 per package for orders up to £75 in value. Above this value, delivery is free. 

Delivery normally takes 3 working days from despatch of your order by us, but please allow up to 7 working days. Delivery is made via 2nd Class mail or Fedex. A signature may be required on delivery of the package

Returns

Arrived Damaged or Faulty - If your goods arrive damaged or are faulty, please ensure that you inform us by email (info@hugthemug.co.uk) or telephone (01325-352111) within 7 days and preferably within 48 hours. We will then arrange the return and replacement of these goods at no charge, or refund any money paid for the goods and postage.
Faulty Goods - If your purchase was originally fine but has become faulty within a short time, please email us at info@hugthemug.co.uk or telephone (01325-352111) with a short description of the problem and we will advise on what to do next.

Non-Faulty Goods - Non-faulty goods must be returned within 7 days of receiving the product. In the first instance, please contact us by email (info@hugthemug.co.uk) or telephone (01325-352111), preferably within 48 hours. We will then contact you with the relevant procedure. Provided the goods are returned in 'as-new' condition and with the original packaging, we will reimburse the full cost of the goods and the original postage . You will receive your refund within 30 days although usually much sooner. Unless the reason for return is due to a mistake by ourselves, you will be responsible for the cost of the return postage and ensuring that we receive the goods in the above condition. We recommend using a signed for, insured delivery method for your own peace of mind.

Refunds

Faulty Goods - All verified faulty goods will be replaced or fully refunded and we will also pay for the return postage. Please note that the verification process may mean we have to send the item back to the manufacturer. You will receive your replacement or refund within 30 days, although usually much sooner.

Non-Faulty Goods - Non-faulty goods must be returned within 7 days as detailed above. Provided everything is in order we will fully refund the price of the goods and the original postage. The return postage will not be refunded unless the reason for return is a mistake by ourselves.

Cancellations

Provided the goods are returned in 'as-new' condition and with the original packaging, we will fully refund the price of the goods and the original postage. You will receive your refund within 30 days, although usually much sooner. Unless the reason for return is a mistake by ourselves, you will be responsible for the cost of the return postage and ensuring that we receive the goods in the above condition. We recommend using a signed for, insured delivery method for your own peace of mind.