Frequently Asked Questions

What came first, the chicken or the egg? Why is the sky blue? Who let the dogs out?

There's a tonne of questions that are asked frequently.
We have rounded up the most popular, burning questions about our online shop - just to save you some time.
If you're looking for information on deliveries and returns, please click here x

When I try to log in, it says ‘invalid email address’ – even though I have signed up before?

Don’t worry, we haven’t forgotten about you – or stopped loving you. Promise. Recently, we re-launched our online shop and moved to a new platform for added security. This does mean that we need you to set up a new password, (you can use the same email to do so) and then all should be dandy.

Why am I having to click on traffic lights and street signs?

Part of the verification process that Shopify uses to make sure you’re a human requires you to complete this extra step. You’ll only need to do it once and it helps to maintain the security of everyone’s personal data stored online.

But how can I receive emails from you and my address is not recognised?

Yeah, we’ll admit, that does seem odd. Our emails are sent securely from MailChimp and the shop site is on a different system. They are meant to talk to each other but sometimes that link doesn’t work as it should.

I’m a Hug Club member, how come you don’t recognise me? Have we fallen out?

Nah we love you, you’re the best. It’s the computers, they don’t always talk to each other. If you register with the same email you set up your Hug Club account with though, the points balance and your voucher history will be there ready for you.

I’ve been sent an email with a discount code, but I can’t see it applied in my basket. Why?

The way our shop is set up means that discount codes are only shown AFTER you click on the big ‘check out’ button. This will take you to a payment page, where your discount will be applied before you type in those card details. It just makes it a little easier to have all the payment details on one page – plus, you can see a ‘before & after’ of how much money you’ve saved ;)

Can I check how many hug club points I have using the online shop?

Yes! You can! Just click on your profile to see your points balance and hug number if you need x

Deliveries & returns

This ones a bit more complicated, so we made a whole page dedicated to it. Click here to learn more about delivery & returns questions. Hugs x

Frequently Asked Questions

Main menu

Useful bits

Frequently Asked Questions

Main menu

Useful bits

Follow us

We'd hate for you to miss out...