Delivery & Returns

Last updated: September 2026

At Hug Knits, every order is prepared with care. Many of our products are handmade and personalised especially for the person receiving them.

1. Making Your Hug Knit

Hug Knits are handmade rather than mass-produced. Please allow time for us to prepare your order before it is dispatched.

Where you choose wool colour, heart colour or add a personal message, please check your selections carefully before completing your order.

2. Delivery

Available delivery options and charges will be shown at checkout before you complete your purchase.

Delivery times are estimates and may vary depending on the destination, postal service and time required to make your Hug Knit.

Once your order has been dispatched, delivery may be handled by a postal or courier provider.

Please make sure your delivery address is complete and correct when ordering.

3. Personalised & Made-to-Order Products

Some Hug Knits are made specifically to your choices or clearly personalised with information you provide.

Under applicable consumer law, the normal cancellation/withdrawal right may not apply to goods that are made to a customer's specifications or clearly personalised.

This does not affect your legal rights if your item is faulty, damaged or not as described.

4. Standard Non-Personalised Products

Where an item is not made to your specifications or personalised, applicable consumer cancellation and return rights will apply.

If you wish to cancel or return an eligible item, please contact us at info@hugknits.com.

5. Damaged, Faulty or Incorrect Orders

We want every Hug Knit to arrive exactly as it should.

If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible at info@hugknits.com.

Please include your order number and, where possible, photographs showing the problem so we can resolve it for you.

Depending on the circumstances, we may offer an appropriate replacement, repair or refund in accordance with your legal rights.

6. Incorrect Personalisation

If we make a mistake with the colour, message or other personalisation you ordered, please contact us and we will put it right.

We cannot normally provide a refund or replacement where the personalisation was produced correctly using information supplied incorrectly by the customer.

7. Returned Parcels

If an order is returned to us because the delivery address supplied was incorrect or incomplete, we will contact you.

Additional postage may be payable before the order can be sent again.

8. Refunds

Where a refund is due, it will normally be returned using the original payment method.

Processing times after a refund is issued can vary depending on your bank or payment provider.

9. Contact Us

If you have a question about delivery, a return or your order, please contact:

Hug Knits
Email: info@hugknits.com
Website: HugKnits.com