Questions?

Please read the FAQ's below. If you can't find the answer you are looking for our email is at the bottom of the page!


Shipping and Delivery

  • What is a pre-order?
    Unfortunately, we sometimes completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we put those Hugzies up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favorite pattern and ensure they get their hands on their dream Hugzi.
  • How does shipping and delivery work?
    Once an order is placed, our team carefully collects your Hugzi, and packages it with lots of love and attention, so please allow us 24 to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.
    Your Hugzi will then gently be sent via the carrier, and will safely get to you within 2-8 business days.
    As soon as your order is sent you will receive a shipping confirmation email from us, with a tracking number so you can follow your Hugzi’s journey.
    Although we require a signature on delivery, due to current COVID-19 limitations, if you choose you want the delivery driver to leave your package in a safe place, it is possible.
    *Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Safe Drop’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
  • What happens if I miss the delivery?
    The delivery driver will leave a card with further instructions. In addition, if you have entered your email address during the checkout process, you will also get an email notification with further instructions of how to re-book the delivery. *Please note: A delivery re booking needs to be made within the first 5 days of the original delivery date. Otherwise, Sendle will return your Hugzi back to our warehouse.
  • How much do I pay for shipping?
    If you’re located in Australia- shipping is on us! We send out all orders via free standard shipping with Sendle. Sendle quotes us 2-8 business days for this delivery service after your order has been picked and packed.
    For all our Kiwi friends, shipping starts at $15 to New Zealand for one Hugzi. Our standard shipping timelines for New Zealand orders are between 6-12 business days from when they're dispatched from the fulfilment centre.
    *Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date(advised next to the product name in brackets), this is the date of dispatch.The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
  • How do I track my order?
    After we pass your order to Sendle, we will send you a shipping confirmation email which will have a unique reference number and a tracking link, so you can follow the live tracking updates!
    Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
  • Help, I think my order is lost/hasn’t been delivered?
    Think your order might be lost in transit? Although Sendle quotes 2-8 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.
    If your item still hasn’t been delivered within 12 days, please contact us and we can launch an investigation with Sendle.
    *Please note: Once we pass your Hugzi order to Sendle, your package is with a different provider. We completely understand delays are frustrating, however, once your order is with the courier, any issues need to be investigated by Sendle. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.
  • Can I change my shipping address?
    Provided your order has not shipped, please send us the new details and we can change this over for you.
    If your order has been shipped, please update us, so we can try to redirect your parcel.
    *Please note: We can only send your Hugzi to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
  • Do you ship internationally?
    We only ship internationally to New Zealand via this store. If you are looking to send to Canada, you’ll need to purchase from this specific store for that location:
    Canada:ca.hugziwear.com
  • Are there any customs/import fees?
    If you are located in Australia, there are no customs or import fees. If you are located in New Zealand, orders of $1000 may be subject to duty fees.

Product Questions

  • How is my Hugzi packaged?
    Each Hugzi is wrapped in a beautiful ribbon bow, and is secured in 2 plastic bags.
  • Size Guides:
    Hugzi is a one size fits all design, which is loosely based on a size 6XL hoodie. This design is ideal for those 12 years and above for the perfect fit. The Kids Hugzi is about 20%- 30% smaller than the adult one, and is designed for children aged from 3 to 11 years old. Please see below for further details of our sizing! Each Hugzi is made individually, so there may be a slight size variation per Hugzi (+-5cm)

ADULT HUGZI

KIDS HUGZI:

Waist: 200cm

Waist: 160cm

Front length: 95cm - 100cm

Front length: from 75cm - 80cm

Back Length: 95cm - 100cm

Back Length: from 75cm - 80cm

Sleeve Length: 63cm

Sleeve Length: 55cm

 

  • Care Instructions
    standard care options for your Hugzi are as follows:
    - Hand or machine wash in cold water
    - If machine washing, ensure a gentle cycle is selected
    - Use only mild detergents (approved for wool/ silk)
    - Avoid mixing with other colours
    - Do not tumble dry
    - Do not iron
    - Do not dry clean
    However if you really want to best preserve the cuddliness and softness of your Hugzi for as long as possible, we recommend hand washing it in cold water.
  • Will you restock an item?
    Missed out on your favorite pattern? Don’t worry! We continuously restock all patterns, so keep an eye out on the website for when they will be available again.
  • Is Hugzi vegan?
    We care about our furry friends, and we know you do too! All Hugzies are made with cruelty-free vegan Sherpa-fleece and flannel-fleece.
  • Is HUGZI overpriced?
    Made out of the best possible materials, high quality and precise sewing, Our Hugzies will last you for many years, and are worth every penny! Once you put this soft, fluffy, dreamy blanket over you, you will understand exactly what all the hype is about! 
  • What is Hugzi made from?
    Our Hugzies are made from a premium sherpa fleece interior and soft flannel fleece exterior. Don’t be fooled by the word ‘sherpa’ though - this is a completely cruelty-free and vegan version of sheep’s fleece made from polyester, so rest assured no fluffy friends are now hairless from the making of your Hugzi.
  • Do you offer wholesale or bulk purchase discounts?
    Our Hugzis are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please email us at hugziwear@gmail.com for more information!
    *Please note: This is subject to stock availability.
  • Can I send an order as a gift?
    Have a special someone who needs a Hugzi in their life? Hugzi makes the perfect gift! You can ship the Hugzi directly to that special person by entering their address as the shipping address, and your own as the billing address. All Hugzies come automatically wrapped with a beautiful ribbon bow, plus we don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!
    *Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
  • Are you stocked in any stores anywhere?
    Nope, it’s just us! Our Hugzies are only available on our online stores, just make sure you are purchasing from our trusted sites.
    AU: hugziwear.com
    Canada: ca.hugziwear.com
  • I can’t add a product to my cart?
    If you can’t add an item to cart, it may unfortunately be a sold out item. Try your equal-first or second-favourite pattern, otherwise we update our website regularly so that pattern you have your heart set on should be available again and on our website when they will be available again.

Returns and Exchanges

  • Do you have a returns policy?
    We offer free returns for 14 days from the date of delivery/receiving of order.
    To be eligible for a return:
    1. Item(s) have to be initiated for return and placed in the post within 14 days of the delivery/receiving of order.
    2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
    3. Item(s) must be in the original packaging, which must be in original condition.
    If you wish to return your Hugzi, please contact us via hugziwear@gmail.com for further details. 

    *Please note: Return labels will be issued by the customer. a small restocking fee will be applied upon return, and will be deducted from the refundable amount. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

 

  • How long do I have to return my Hugzi?
    We are happy to help you return that one, and offer a 14 day return period for you to make that tough decision! Please refer to our returns policy for more information.
  • Can I return my order for a refund?
    You can certainly return your Hugzi to us for a full refund, provided it is returned within 30 days. a small restocking fee will be applied upon return, and will be deducted from the refundable amount
    *Please note: all Hugzies must be returned in as-new condition, with the original product packaging, and have no visible signs of wear or use to be eligible for a return. If you wish to return your Hugzi, please contact us via hugziwear@gmail.com for further details. 
  • Can I exchange my order for a different product?
    You can certainly return your Hugzi to us for an exchange to a new pattern, provided it is returned within 30 days.
    *Please note: all Hugzies must be returned in as-new condition, with the original product packaging, and have no visible signs of wear or use to be eligible for a return. a small restocking fee will be applied upon return. If you wish to exchange your Hugzi, please contact us via hugziwear@gmail.com for further details. 
  • How long does it take for my return/exchange to be processed?
    We are working hard behind the scenes to get the Hugzies in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. Refund/ exchange will be processed within 1-3 business days from receiving the Hugzi back in our warehouse. 
  • How long does it take for my refund to be processed?
    Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.

Payment

  • How secure is your payment?
    Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
  • What payment types do you offer?
    We accept credit cards (Visa/Mastercard/American Express) and debit cards as well as paypal that can be used for online transactions.
    Need a little longer to pay for your Hugzi? We offer Afterpay and ZipPay payment plans for Australian customers only.
  • Do you have payment plan options?
    For when payday is just that bit too far away, we have 2 payment plans available. You can select from either Afterpay or ZipPay, provided you are located in Australia.
    *Please note: These are separate companies to us and you will need to create an account with either of them.
  • How do I use a discount code?
    Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page, so you’re totally aware of how much you can save.
    *Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Hugzi orders only).
  • I forgot to use my discount code!
    Made your Hugzi purchase, and as the payment was loading you realised you hadn’t added your discount code? All good, that opportunity hasn’t slipped away! Simply email our team at hugziwear@gmail.com and they will be happy to help correct this for you.
    *Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Hugzi orders only).
  • What currency is the store in?
    All pricing for our Australian store is listed in Australian dollars (AUD).

Contact Us

  • I have an issue with my order, what can I do?
    Something not quite right with your order? Don’t worry, our team will be happy to assist! Please contact us at hugziwear@gmail.com to advise of the issue, and to help resolve things quickly. We request you include photos so we can help identify what has happened.
  • I need to cancel or change my order!
    These things happen! Please email us immediately at hugziwear@gmail.com with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment centre, you will need to go through our returns process.
    As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
  • How do I contact you?
    Emailing us is the best way to go! Our email contact is hugziwear@gmail.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We are also available for a chat on our facebook page Hugziwear, or Instagram page hugzi_wear. During Australian Eastern Standard Time (AEST), we will be happy to take your call on 0429325758. We’re only human, so please be patient. We are working as quickly as possible to get back to you. We promise to provide you with the best service possible.
  • How do I provide feedback?
    We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful Hugzi stories, as it warms our hearts to see our Hugzies being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us at hugziwear@gmail.com.
  • Where are you located?
    Hugzi HQ, Customer Service team and fulfillment centre are located in Adelaide, South Australia.
  • Emailing list
    Want fun emails straight to your inbox (plus many offers and discounts!)? Of course you do! You can sign up to our mailing list by emailing us at hugziwear@gmail.com and asking to jump on board.

Please note that email is the best method of contacting us as it allows us to keep a paper trail of any issues you may have had with your order.