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
Don’t worry, we haven’t forgotten about you – or stopped loving you. Promise. We re-launched our online shop and moved to a new platform for added security. This does mean that we needed to set you up a new password, (you can use the same email to do so) and then all should be dandy.
First of all, you have excellent taste in friends/family/employers
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.
You get one email per voucher purchased, so if you buy two items you will have two emails in there with your two different codes.
Sometimes, your email 'stacks' them and you can't see them, or the second may have fell into a junk or spam folder (always worth a check) Panic not, we can definitely see your purchases (thank for that by the way). If you can't see the other one, let us know and we will ensure you are looked after...
We're more than happy to see you more than once, and love it when people come back for more.
When you register your voucher (see post above about I've been lucky enough to have been given a gift voucher) your voucher will be connected on our database.
Should you come in and part redeem, your balance will automatically be transferred to your account and kept safely until your next visit)
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.
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. If you're still struggling, pop us an email to firstname.lastname@example.org and we'll help you out.
Well helloooooo hugger! First up, just we just want to remind you that we love you as you're one of our lovely and loyal members. Have a virtual high five and hug! ✋
Your points will be added to your account once you spend them in a venue (i.e on the night of a ticketed event, or when you redeem your vouchers)
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 ;)
Yes! You can! Just click on your profile to see your points balance and hug number if you need. (Clever Tip - If you have a few email addresses that you use, you'll need to use the one your membership is registered to for it to work. This happens. A lot.)x