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 exactly when your new lifestyle pieces will arrive at your doorstep.

Damaged or Broken Items (48-Hour Window)

Please inspect your items as soon as your parcel arrives. Whether it is a delicate ceramic piece, a lifestyle textile, or wellness items, we want to ensure everything reaches you in perfect condition.

In the rare event that an item arrives damaged or broken, please email us at support@heysoulhugs.com within 48 hours of delivery. Please include your order confirmation email and a photo of the damaged item along with its packaging. We will gladly arrange a swift replacement or refund for you.

Please note: We are unable to accept liability or process refunds / replacements for transit damage once this 48-hour window has closed.

Hassle-Free Returns (30 Calendar Days)

We want you to be completely in love with your new lifestyle pieces. If something isn’t quite right, you have 30 calendar days from the date of delivery to request a return.

To protect our product quality and strict hygiene standards, items must meet the following criteria to be eligible for a refund:

• Ceramics & Tableware: Must be unused, unwashed, and in their original packaging.
• Towels & Textiles: Due to hygiene and fabric care standards, these items can only be returned if they are completely unused, unwashed, and still wrapped in their original acid-free tissue paper with the seal intact.
• Incense & Wellness: Must be unopened, unused, and in their original sealed packaging.

How to start your return:

1. Email Us First: Please do not post your items back to our registered business address, as they cannot be accepted there. Reply directly to your order confirmation email or email us at support@heysoulhugs.com with the items you wish to return.
2. Receive Your Instructions: Our team will review your request and send you the step-by-step return procedures along with a prepaid return label / QR code within 7 working days.
3. Pack with Care: All items must be returned in their original packaging and packed securely. Please wrap ceramics in their original bubble wrap to prevent breakage, and ensure textiles, wraps, and incense are protected from dirt, moisture, and crushing during transit. Items that arrive damaged due to poor return packaging will not be eligible for a refund.

Product Exchanges

We want you to absolutely adore everything you bring into your home. If you’ve opened your parcel and realised another colour or design would suit your space better, we are here to help!

Because our stock moves quickly, we process exchanges via a simple 'Return & Re-order' method. To secure your new favourite piece straight away, simply place a new order through the shop and drop us an email so we can help you return the original item for a refund.

Return Fees & Refunds

A flat return shipping fee of £5 will be deducted from your final refund to cover the cost of the return postal label.

Once your return arrives, our team will inspect the items to ensure they meet our return criteria. If the condition is approved, your refund (minus the £5 fee) will be processed back to your original payment method within 14 working days. If an item doesn't pass our quality or hygiene checks, we won't be able to issue a refund, but we will get in touch right away to arrange sending the item back to you at your expense.