Delivery & Returns
Delivery
We deliver to UK addresses only, for now.
| Order value | Delivery | Cost |
|---|---|---|
| Under £40 | Royal Mail 48 Tracked | £3.99 |
| £40 and over | Royal Mail 48 Tracked | Free |
How long? Each item is printed just for you in the UK. Printing takes 3–5 working days, then Royal Mail usually delivers in 2–3 working days. Please allow 5–8 working days in total (Monday to Friday, not bank holidays). It can take a little longer in December.
Tracking: you’ll get an email with your tracking link once your order has been posted.
Wrong address? Email us within 2 hours of ordering and we’ll do our best to fix it before it’s printed. After that, it may already be on the press.
Lost parcel? If your tracking hasn’t moved for 10 working days, get in touch and we’ll sort it out.
Changed your mind?
That’s OK. You can cancel your order and return it:
- Email us at hello@hugsmileheal.co.uk within 14 days of the day it arrives, with your order number. Just say you’d like to return it.
- Post it back within 14 days of telling us, unworn and unwashed, with any tags still on.
- Send it to: [FILL IN: returns address]
- Return postage is paid by you. We recommend a tracked service and keeping your receipt.
- We’ll refund you within 14 days of getting the item back, to the same card or account you paid with. If you return a whole order within the 14 days, we’ll refund the standard delivery charge too.
We can’t accept returns of items that have been worn or washed, unless they’re faulty.
Faulty, damaged or wrong item?
Oh no – sorry! Email us within 30 days of delivery with your order number and a clear photo. We’ll send a free replacement or give you a full refund, whichever you prefer. You won’t need to pay anything to send it back.
This doesn’t affect your legal rights under the Consumer Rights Act 2015.
Swapping sizes
Because everything’s printed to order, we can’t do a direct swap. Just return it as above and place a new order in the size you need.
Questions?
Contact hello@hugsmileheal.co.uk or use our Contact page. We reply within 2 working days.
Hug · Smile · Heal is run by [FILL IN: your name or company name and number], [FILL IN: business address].