FAQs

How can I contact Hugo & James?
You can email us at info@hugo-and-james.com where our customer service team will be happy to help you with whatever questions you may have!

Do you ship worldwide?
Yes

Can I change or cancel my order?
Because we want to process orders as quickly as possible, you must request changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX, Maestro, Bancontact, Afterpay, Ideal, Paypal, ...)

When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow extra time for processing your order during holidays and sales seasons. We process orders between Monday and Friday. Orders are processed within 1 day of the order date and shipped the next day. Please note that we do not ship on weekends.

What if I don't receive my order?
If you do not receive your order within 30 days of shipment, you are eligible for a full refund.

How do I return an item?
Contact us at info@hugo-and-james.com and ask for a return form.

What should I do if the items I received are defective/incorrect/damaged?
Please contact us if you have received an item that is wrong, missing and/or defective. When you receive your package, please include your order number, photos of the item(s) and any related references. We will do our best to resolve your matter as quickly as possible.

When will I receive my refund?
All refunds will be credited back to your original method of payment. If you paid by credit or debit card, the refund will be credited to the account of the card issuing bank within 3-7 business days of receiving the returned item or cancellation request. Please contact the card-issuing bank if you have questions about when the credit will be credited to your account. If you have not yet received a credit for your return, here's what you need to do: Contact the bank/credit card company. It may take some time for the refund to be credited to your account.

If you have any other questions, please email: info@hugo-and-james.com