Frequently Asked Questions
Our Products
Why do some ceramics look slightly different from the photos?
Because our Japanese ceramics (like our Mino Ware and Seto Ware pieces) are crafted using traditional glazing techniques, subtle organic variations in colour, glaze flow, texture, and pinholes are completely natural. These aren't defects—they are the beautiful, unique fingerprints of kiln firing, embodying the Japanese philosophy of wabi-sabi. No two pieces are exactly alike!
Why might there be a slight colour difference between the website image and the real product?
We do our absolute best to capture our products in true, natural light. However, due to studio photography angles, lighting setups, and the way different digital screens or mobile phones display colours, slight variations can happen. If your item arrives and you feel it isn’t quite the right shade for your home, you are welcome to return it for a refund within 30 days under our standard policy (with return shipping at your own expense). You can find the full details on our Delivery & Returns Policy Page.
Are your tableware items microwave and dishwasher safe?
Most of our ceramic plates, ramen bowls, and mugs are perfectly happy in both the microwave and dishwasher! However, items with delicate metallic gold or silver detailing, or certain traditional reactive glazes, prefer the gentle touch of hand washing. Please check the "Use & Care" tab on each specific product page before purchasing.
What makes Imabari towels so special?
Imabari towels are the gold standard of Japanese textiles. Crafted in Ehime Prefecture, they must pass a strict "5-second water absorption test" before they can display the official Imabari certification label. This ensures unparalleled softness and maximum absorbency right from the very first use.
Orders & Shipping
When will my order be dispatched and arrive?
We want to get your treats on their way to you as smoothly as possible! Here is how our dispatch schedule works:
- Orders placed before 1:00 PM (UK time): These happy fellows will usually be lovingly packed and dispatched on the very same working day.
- Orders placed after 1:00 PM (UK time): We will get them safely on their way the next available working day.
Once dispatched, standard delivery typically takes 2–3 business days. Please note that courier networks don't collect or move parcels over weekends or bank holidays, so these are excluded from our timelines. While we always aim for a 2–5 working day arrival window, life happens! Very occasionally, unexpected delays like peak seasons or bad weather can pop up.
(For custom or wholesale orders, we will contact you directly with a dedicated shipping estimate once your pieces are ready).
Where can I find your delivery rates and shipping times?
For full details on our standard and express delivery rates, free shipping thresholds, and our flexible courier selection process, please visit our dedicated Delivery & Returns Policy Page.
Can I cancel or amend my order after placing it?
We process orders quickly to get your goodies to you as fast as possible! If you need to cancel your order or change a shipping address, please email us at support@heysoulhugs.com immediately. If your parcel hasn’t been processed by our warehouse team yet, we will happily change it for you manually. Once a tracking link has been generated, however, the order is officially in the courier's hands and cannot be altered.
I accidentally provided the wrong delivery address. What should I do?
Please email us at support@heysoulhugs.com the second you notice! If your order hasn't been dispatched, we can easily update the address for you. However, if the parcel has already left us, we unfortunately cannot make any changes. In these circumstances, we are unable to provide refunds, compensations, or free redeliveries, so we gently ask that you double-check your shipping details at checkout to keep your parcel safe!
Do you accept international orders?
Right now, we are fully focused on delivering warm hugs and beautiful pieces to happy homes within the UK mainland. However, we know there is a world of love out there, and we hope to expand internationally in the future! If you are outside the UK and would love to connect, feel free to drop us a note at enquiries@heysoulhugs.com—we'd love to hear from you.
Do you accept custom or wholesale orders?
Yes, we do! We love collaborating on bespoke projects and retail partnerships. Please reach out to our team at sales@heysoulhugs.com to share your ideas, and we’ll get a conversation started.
Can I pick up my order from your office?
Because we operate entirely online to curate our collections, we don't have a physical store or a public pickup location. Every order is securely packaged and dispatched straight to your doorstep via our trusted couriers.
Returns, Damages & Exchanges
If an item arrived broken or damaged, what should I do?
Please inspect your items the moment they arrive. In the rare and unfortunate event that a delicate ceramic piece or wellness item has had a bumpy journey and arrives damaged, please contact us at support@heysoulhugs.com within 48 hours of delivery. You can view our full requirements and simple claim steps on our Delivery & Returns Policy Page.
I received the wrong item. What should I do?
We are so sorry about that! While we pack every order with care, mistakes can occasionally happen. If you receive an incorrect item, please email us within 48 hours of delivery. We will guide you through our quick return process and ship out your correct item entirely at our expense.
What are your criteria for a product return?
We offer a mindful 30-calendar-day return window. To protect our strict hygiene and quality standards, items must be completely unused, unwashed, and in their original packaging (textiles must remain sealed in their tissue wrap, and wellness items must be unopened). For a full, category-by-category breakdown, please read our Delivery & Returns Policy Page.
Can I do a direct product exchange?
Because many of our pieces are imported from Japan in small, limited batches, we do not offer traditional direct swaps. To ensure your new choice doesn't sell out while your package is travelling back to us, the quickest method is to place a new order on our website today, and then return your original item for a refund following our standard policy guidelines.