Delivery, Returns or Refunds
Shipping & Delivery
We want to get your Hey Soul Hugs goodies to you as safely and quickly as possible!
- Standard Tracked Delivery: £5 — Delivered within 2–5 working days after dispatch, excluding weekends and bank holidays. FREE on all orders over £50.
To ensure your items arrive safely, we carefully hand-select the most reliable, fully tracked carrier based on the unique size, weight and fragility of your order.
- Express Delivery: £7.95 — via Royal Mail Tracked 24 or DPD. Delivered within 1–2 working days after dispatch, excluding weekends and bank holidays.
Follow Your Parcel's Journey
The moment your parcel is lovingly packed and leaves us, you will receive a shipping confirmation email and/or SMS containing a direct tracking link. This allows you to monitor its progress and see when your new lifestyle pieces will arrive at your doorstep.
Giving packaging a second life
Whenever possible, we reuse clean, sturdy boxes and protective packaging to help reduce unnecessary waste. If you'd prefer your order to arrive in brand-new packaging, please leave a note during checkout and we'll do our best to accommodate your request.
Returns & Refunds
We want you to be happy with your order. If something isn't quite right, we're here to assist you. There are a few different types of returns, so we've set out the details below as clearly as possible.
To help us resolve your request as quickly as possible, please include your order number (or simply forward your original order confirmation email) whenever you contact us.
1. Statutory cancellation — 14 calendar days
When you buy from us online, you generally have the right to cancel your order within 14 calendar days of receiving it, without needing to provide a reason. Once you've told us you wish to cancel, you then have a further 14 calendar days to return the goods.
For statutory cancellations:
- You can return all or part of your order.
- You are responsible for the direct cost of returning the goods.
- Where you cancel your order under your statutory cancellation rights, we will refund the amount required by law, including the cost of standard delivery where applicable. If you chose a more expensive delivery option, we only need to refund the cost of our standard delivery service.
- We may make a reasonable deduction if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and this has reduced their value.
Please contact us at support@heysoulhugs.com before returning anything. We'll acknowledge your request and provide the appropriate return instructions and address. This helps us identify your return and avoid unnecessary delays.
2. Our additional 30-day change-of-mind returns
Once the statutory cancellation period has ended, we offer an additional 30-day change-of-mind return period as a gesture of goodwill. Eligible items may be returned up to 30 calendar days from the date of delivery, provided that:
- The item is unused.
- It is in a resalable condition.
- It is returned with its original packaging and accessories where applicable.
- You contact us at support@heysoulhugs.com before sending it back and follow our return instructions.
- You arrange and pay for the return postage.
For these additional 30-day returns, the original delivery charge is not refundable.
This additional return option does not affect your statutory consumer rights.
3. Faulty, damaged or incorrect items
If your order arrives damaged, faulty or incorrect, please contact us at support@heysoulhugs.com as soon as possible, ideally within 48 hours of delivery, so that we can investigate the issue and help resolve it promptly.
For damaged items, photographs of the item and its packaging are especially helpful. Please keep the item and packaging until we've had an opportunity to review the issue.
We'll assess the issue and, depending on the circumstances and your statutory rights, work with you to find an appropriate resolution. This may include a refund, replacement or partial refund where appropriate.
We won't always need you to return a damaged or faulty item. For example, where photographs provide enough information for us to resolve the issue, we may arrange a refund or replacement without requiring the item to be sent back.
If a return is required because an item is faulty, damaged on arrival or incorrect, we'll provide the appropriate return instructions and cover the reasonable return cost where applicable.
Your statutory rights for faulty goods are separate from our change-of-mind returns policy and are not affected by the 48-hour request to contact us promptly.
Handmade ceramics
Some of our ceramics are handmade and may naturally vary in glaze, colour, texture, paint splatters, markings and finish. These characteristics are part of the handmade nature of the product and are not necessarily defects.
Please see the individual product description for details of the characteristics you can expect from each piece.
If you believe your ceramic has a genuine fault or has been damaged in transit, please contact us at support@heysoulhugs.com and we'll be happy to look into it.
Textiles and home fragrance
For our additional 30-day change-of-mind returns, textiles such as towels and wrapping cloths must be returned unused and unwashed, in their original condition and packaging.
We cannot accept our additional 30-day change-of-mind returns for textiles that have been used or washed, for hygiene reasons.
Similarly, for our additional 30-day change-of-mind returns, incense and home fragrance items must be completely unopened and unused and returned in their original packaging.
This does not affect your statutory rights if an item is faulty or otherwise does not conform to the contract.
Condition of returned items
For our additional 30-day change-of-mind returns, items must be unused and in a resalable condition, with their original packaging and accessories where applicable.
For statutory cancellations, you may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning. If they have been handled beyond this and their value has been diminished as a result, we may make a reasonable deduction from your refund.
Return postage
For change-of-mind returns, you are responsible for arranging and paying the return postage.
We highly recommend using a tracked service and keeping your proof of postage and tracking information until your return has been processed.
For faulty, damaged or incorrect items, we'll let you know if a return is needed and provide the appropriate instructions. Where we are responsible for the return, we'll cover the reasonable return cost.
Refunds
We normally process refunds once the returned item has arrived and we've checked its condition.
For statutory cancellations, we may wait to process the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever happens earlier, in accordance with applicable consumer law.
We will process statutory refunds without undue delay and within the timeframe required by law.
Where a full refund is due, we'll refund the eligible amount to the original payment method.
For statutory cancellations, this includes the standard delivery charge where applicable. Any additional amount paid for an upgraded delivery service is not refundable.
If an item has been handled beyond what is reasonably necessary and this has reduced its value, we may make a reasonable deduction from the refund.
Where we agree to a partial refund because you have chosen to keep a faulty or imperfect item, we'll confirm the amount with you before processing it.
Contacting us
You can contact us about a return, cancellation, faulty or damaged item at any time by emailing support@heysoulhugs.com.
If we're temporarily away or unable to respond immediately, please don't worry — your message will be received, and we'll get back to you as soon as we can. Your statutory consumer rights are not affected by weekends, public holidays or temporary periods when we're unavailable.