Shipping & Returns
Shipping & Returns
How do our delivery & shipping processes work?
At The Hugger Pillow, we pride ourselves on our hands-on approach to managing inventory and fulfilling your orders. Here's what you need to know about our delivery and shipping process:
In-Stock Assurance
We stock all our products, ensuring every item is on hand and ready to ship. When you order from our online store, you can rest assured that your item is in stock unless marked otherwise. Out-of-stock items cannot be ordered.
Order Processing
Once your order is placed, we'll carefully pick your items and package everything for dispatch. We aim to have your orders picked, packed, and dispatched within 48 hours.
Shipping
Shipping time to your address will vary depending on the delivery service. We use AusPost mainly for domestic shipping and Shopify Shipping via Sendle as our main delivery service internationally. Delivery times can vary based on your location and the postal service's schedule.
Tracking Your Order
After we have handed your order to the courier, we will update your order status and send you a shipping confirmation email. This email will contain the relevant information to track your order.
We take great care in ensuring that your products arrive in perfect condition and on time. If you have any questions or concerns about your delivery, please don't hesitate to contact our customer service team at contact@thehuggerpillow.com.
How do our returns work?
We strive to provide high-quality products and a great customer experience. Below is our return policy to address any issues you may encounter with your order.
Inner Pillow and Bamboo Cover | Hugger Pillow Core
Damaged, Faulty, or Incorrect Item:
If The Hugger Core arrives damaged or faulty, please take a photo of the issue and contact us. We will review the photo and send a replacement Hugger Core if necessary.
Change of Mind:
The Hugger Core is vacuum-sealed by our manufacturer. Once opened, it expands to nearly ten times its size. Due to the nature of vacuum sealing and hygiene reasons, we cannot accept returns for the inner pillow if you change your mind.
Pillow Cover | Hugger Pillow Cover
Damaged, Faulty, or Incorrect Item:
If the pillow cover arrives damaged, faulty, or if we sent the wrong cover, please take a photo of the issue and contact us. We will review the photo and send a replacement cover if necessary.
Change of Mind:
If you change your mind about the pillow cover, you can return it within 14 days of receipt. Please note that customers are responsible for the return shipping costs. The pillow cover must be in its original, unused condition. Also, we cannot accept returns of opened and used pillow covers due to hygiene and safety reasons.
Return Process
To initiate a return or replacement, please follow these steps:
- Contact Us: Email us at contact@thehuggerpillow.com with your order number, a description of the issue, and any relevant photos.
- Review: We will promptly review your request and respond with further instructions.
- Shipping: For approved returns or replacements, we will provide you with the necessary shipping information. For replacements due to damage or fault, we will cover the shipping costs. For change-of-mind returns, customers are responsible for return shipping costs.
Additional Notes
Hygiene and Safety:
We cannot accept returns for opened and used inner pillows or pillow covers due to hygiene and safety reasons.
Packaging:
Please retain all packaging materials until you are sure you are satisfied with your purchase.
Timeliness:
Ensure that you initiate your return or replacement request within the specified time frames (14 days for change of mind on pillow covers).
We appreciate your understanding and cooperation. Our goal is to ensure you have the best experience with The Hugger Pillow.
