FAQs
About Hugo & James
Is Hugo & James based in AU?
Yes, Hugo & James is proudly an Australian-based company. We manage all our operations and customer service from within Australia.
What makes shopping with us special?
When you shop with Hugo & James, you're supporting a family-run, locally-owned business.
We’re a mother and daughter team with a mission to help women feel great again — and that mission is built on care, comfort, and community.
You’re not just a customer, you're part of our story.
What does being an Australian-based company mean for us as a customer?
As an Australian-based company, you can expect local customer support, fast and friendly service, and products that meet high-quality standards. We're here for our Aussie customers — every step of the way.
Shipping
Do you ship worldwide?
At the moment, no. Due to high demand, we are currently focused on delivering the best experience possible to our Australian customers.
When will my order be processed?
All orders are handled and shipped from our warehouse. We process orders Monday to Friday (excluding holidays). Please allow a maximum of 1–3 business days for processing. Orders placed on weekends will be processed the next business day.
How long will it take to receive my order?
Delivery usually takes a maximum of 8–12 business days from the moment your order has been processed.
Do you take the environment into account?
Yes, because we care.
At Hugo & James, sustainability matters — including in how we ship.
We consolidate orders and ship in bulk to reduce unnecessary emissions and packaging waste.
This eco-conscious process supports a healthier planet while keeping prices fair for you.
Thank you for being part of the change.
Order Confirmation & Tracking
Where is my order confirmation email?
After placing your order, you should receive a confirmation email within a few minutes. If you don’t see it, please check your spam or promotions folder. Still can’t find it? Contact us at info@hugo-and-james.com and we’ll resend it right away.
How can I track my order?
Once your order ships, you’ll receive a tracking link via email. Please allow 1–3 business days for tracking to become active. If your tracking shows no movement yet, don’t worry — it’s most likely in transit.
What if my order hasn’t arrived yet?
If your order is delayed beyond the expected timeframe (8–12 business days), please contact us directly at info@hugo-and-james.com.
Our team will personally investigate and get back to you with a solution as quickly as possible.
Before opening a PayPal dispute, please give us a chance to assist you via email.
Disputes often slow down the resolution process — but by reaching out to us directly, we can help you faster, more personally, and more effectively.
We’re real people, and we truly care. Let us fix it for you — quickly and fairly.
Returns & Refunds
How do I return an item?
Please email us at info@hugo-and-james.com or visit the Contact Us page.
Include your order number, the reason for return, and (if applicable) a photo of the item.
Return shipping costs are the responsibility of the customer unless the product arrived damaged or incorrect.
What if the item I received is defective, incorrect, or damaged?
We’re here to help.
If you receive an incorrect, missing, or damaged item, please contact us right away with:
- Your order number
- Photos of the issue
- A short explanation
We’ll work with you to resolve it as quickly as possible.
When will I receive my refund?
Refunds will be credited to your original payment method.
If you paid by credit or debit card, your bank should process the refund within 1–3 business days after we receive and confirm your return.
If your refund hasn’t shown up yet:
- Check with your bank or credit card provider
- Some banks take a few days to post the amount back
Still stuck? Reach out — we’re happy to assist.
Will I get a full refund if I return something?
Yes, as long as the item is in its original condition and within the return window.
Shipping costs are not refundable unless the return is due to a mistake or defect on our end.
Trust & Payment Security
Is it safe to shop on hugo-and-james.com?
Absolutely. We use SSL-encrypted payment gateways to ensure all transactions are secure.
What payment methods do you accept?
We accept the following secure payment options:
- Credit & Debit Cards (AMEX, Visa, Mastercard, Maestro)
- Apple Pay
- Google Pay
- PayPal
- Klarna (Pay Later)
- Shop Pay
- Sofort
- EPS
- iDEAL
- UnionPay
I’m worried about buying online – is this store legit?
Yes! Hugo & James is a real, family-run store based in Australia. We offer secure payment options, tracked shipping, and real human customer service.
You can always contact us — we’re transparent and responsive.
Can I get help before opening a PayPal dispute?
Definitely. Please email us first at info@hugo-and-james.com. In almost every case, we can resolve the issue quickly without needing to escalate. We're here to help — not to make things difficult.