Frequently Asked Questions
We aim to get your order to you as quickly as possible. Here is a breakdown of our typical delivery times:
- Orders placed before 1:00 PM UK time: These happy fellows will usually be dispatched the same day.
- Orders placed after 1:00 PM UK time: We will get them on their way the next working day.
- Once your order is dispatched, you can expect it to arrive within 2–3 business days.
Please note: This doesn't apply to weekends or holidays, when deliveries might be delayed by a day. We will always dispatch your order on the next available working day in those cases.
Life happens! Sometimes unexpected delays can occur due to factors like bad weather or high order volumes. We will always do our best to get your order to you within 2-5 working days.
For custom orders and wholesale inquiries, we will contact you directly with an estimated shipping timeframe once your order is ready.
2. What is the shipping cost?
We offer mainland UK delivery for free on purchases over £50 per order. If your order is less than £50, we will charge standard shipping at £5 per order.
3. Do you accept international orders?
We are currently focused on delivering our goodies to happy customers within the mainland UK. However, we know there is a world of huggable love out there, and we are exploring ways to bring Hey Soul Hugs to you internationally.
Stay tuned! In the meantime, if you are outside the UK and interested in our products, feel free to reach out to us at enquiries@heysoulhugs.com. We would love to hear from you!
4. Do you accept custom orders and wholesale orders?
We are open to receiving wholesale and custom order enquiries, please email us at sales@heysoulhugs.com for further discussion.
5. I provided the wrong delivery address, what should I do?
Please email us at support@heysoulhugs.com as soon as possible, so we can check your order status. If the order hasn't been dispatched, we can help you change the delivery address manually. However, if the order is already dispatched, we are unable to make any changes, and no refunds, compensations, or redelivery can be provided in this circumstance. As a result, we strongly advise all customers to provide the correct delivery address to prevent any loss.
6. Can I pick up my order at your office?
We do not have a physical store, so we can only dispatch your order by delivery.
7. How can I return the order and get a refund?
Change your mind? No problem! We understand that sometimes things don't work out as planned. Hey Soul Hugs offers a hassle-free return policy within 30 calendar days of receiving your order.
Here is what you need to know:
- To ensure a smooth return, simply send the items back unused and in their original packaging.
- While we can't cover the return shipping costs, we will guide you through the return process for a swift resolution.
For full details on returns and eligibility, please visit our return policy page.
8. Can I cancel the order?
You can cancel the order only if it hasn't been dispatched. If your order has been dispatched, we are unable to arrange an order cancellation or make any refund.
9. I found the products were wrong or damaged when I received the order, what should I do?
We understand that sometimes mistakes happen. If you receive an item that is wrong or damaged within your parcel, don't worry! We have got you covered. Here is how to get things sorted quickly:
- Snap a quick photo. Within 7 working days of receiving your order, send a picture of the damaged or wrong item to our friendly customer service team at support@heysoulhugs.com.
- Include your order confirmation. Just attach a copy of your order confirmation email so we can get you sorted quickly.
Once we receive your email, we will arrange for a free replacement for you as soon as possible. Please keep in mind that we can offer a one-time replacement per order.
10. I found some flaws in the products, is this normal?
Due to the nature of ceramics, there may be some black spots, pinholes, scratches, uneven glaze, distortion, warping, colour shading, size differences, etc. Please note that these items are inspected and shipped according to the manufacturer's standards.
11. Why are there variations in each product?
Our Japanese pottery is handmade; it is common to have slight differences and irregularities in the colour, pattern, glaze thickness, size, and grain of individual products. These are indications of the artisanal nature and uniqueness of the product and are considered acceptable.
While we strive to provide the highest quality products, please understand that the handmade nature of our items may result in slight variations and irregularities. If you have any questions or concerns, please feel free to contact us at enquiries@heysoulhugs.com.
12. Why are there colour variations between the real product and the image on your website?
Due to the lighting, photography angles, and techniques, it is possible to find slight colour differences between the real product and the product image on our website. If you find it unsatisfactory, you can return the product at your own delivery cost, and then we will arrange a refund. You can find details on our return or refund policy.
Do you have other questions? Please contact us at enquiries@heysoulhugs.com.