Shipping & Delivery Process
The time I need to prepare an order for dispatch may vary. The polymer clay creations and jewellery are ready to pack and ship within three (3) working days. I do my best to minimise waste and to make sure that your order is beautifully and safely packed.
ESTIMATED DELIVERY TIMES:
Hugahag does its best to meet these delivery estimates, but can not guarantee them. My products’ Actual delivery time will depend on the delivery method you choose and the country we have to ship your purchase to. Please check the timetable below for polymer clay creations:
UNITED KINGDOM:
Royal Mail 24 Tracked
AUSTRALIA:
Royal Mail International Tracked 7-9 working days delivery times
CANADA:
Royal Mail International Tracked 7-9 working days delivery times
CUSTOM & EXPORT TAXES:
In general, the buyer is responsible for paying additional costs, such as duties, taxes and customs clearance fees. Buyers are responsible for any customs and import taxes that may apply; we are not responsible for delays due to customs. This does not affect your statutory rights.
These charges can vary widely and are often based on:
the price and the type of item
package weight and dimensions
the country of origin
the tax, duties and fees of the destination country
LOST, STOLEN OR MISSING PACKAGE
IF YOUR PACKAGE IS MARKED AS DELIVERED
If your package tracking states that it was delivered, but you haven’t received it, we are not able to cover the cost of reshipping or refunding the order. We, our production partner or the delivery companies used by us do not take responsibility for stolen, lost or missing packages once it is being delivered. We do not offer to replace lost or stolen products. This does not affect your statutory rights.
IF YOUR PACKAGE IS MARKED AS DELIVERED
If your package tracking states that it was delivered, but you haven’t received it, we are not able to cover the cost of reshipping or refunding the order. We, our production partner or the delivery companies used by us do not take responsibility for stolen, lost or missing packages once it is being delivered. We do not offer to replace lost or stolen products. This does not affect your statutory rights.
LOST PACKAGE | PORCH PIRATES
Hugahag and our production partner, or the delivery companies used by us, do not take responsibility for lost, stolen or missing packages once they are being delivered. We do not offer to replace the stolen products. But please contact us by filling out our contact form if you have a problem with your package. Read the guide below to provide insights that will help you handle missing or stolen packages:
Check your shipping carriers’ tracking information to confirm if your ordered shipment was delivered successfully.
If your package hasn’t been delivered yet, is missing or has been delivered to the wrong address, please contact us if you have a problem with your delivery by filling out our contact form.
If your package was delivered successfully but stolen by porch pirates, you have several options:
Report to the police and file a Police Report.
Contact your sender - please email me. If you receive a delivery note, but couldn’t find the package where the delivery note indicates, take a picture and include it in your claims report.
You should also provide your shipment confirmation number and additional details to help us track the shipment with ease.
Contact the delivery provider about your stolen package.
IMPORTANT STEPS TO PREVENT PACKAGE THEFT
Collaborate with your neighbours
Track your shipments
If you are rarely at home, consider having your orders delivered elsewhere, like to your workplace, or a pick-up or service point
Make sure you’re getting motion alerts if you have a video doorbell or security camera.
Use delivery lockers if you can
DIGITAL DOWNLOAD - FILE DELIVERY
Hugahag may offer digital illustrations, photographs and sewing patterns If you’re unsure if you’ve purchased a Digital Item, you can always go back to the listing page. If it is a digital download, you should see a “Printable illustration” or an “Instant Download” message on the images and in the descriptions. Your files will be available to download once payment is confirmed. If there is a problem, please message me, and I will resend your download link.
These types of items are available as an instant digital download; the products from the pictures will not have been delivered to you, and frames and other items are used only to represent my products.
Instant downloads are available instantly after purchase, no shipping fees, waiting time or no refund is accepted.
PLEASE NOTE:
Colours may look slightly different; it depends on your monitor settings.
Digital Image Licence – for personal use will be attached to all of my digital products ( illustrations, photos or sewing patterns ). You may need it if you prefer to print our designs with local services.
EVERYTHING ABOUT DIGITAL FILE DELIVERY - ILLUSTRATIONS & PHOTOS
You should be able to download your digital art immediately after purchase; however, in some cases, a few minutes are required to confirm payment. There is no watermark on the downloaded files.
I recommend a high-quality, white cardstock paper:
heavyweight, matte super white
smooth surface
acid and lignin-free
You can print the files at home using a high-quality printer or take them to your local printer lab. Can be uploaded to an online printing site to get great quality products.
I CAN'T SEEM TO FIND MY DOWNLOAD
Please check your spam or junk inbox. If you use Gmail, also check your Social and Promotions tabs. You can change this setting by clicking on the “Important” label icon (between the star and email). In this way, you can receive our next emails directly in your Inbox.
I’M HAVING TROUBLE DOWNLOADING MY FILE
If nothing happens when you click the download links, there may be an issue with your web browser. Please disable any non-standard add-ons or toolbars that you’ve installed. Please try again. If you continue to have trouble with your download, please feel free to message me, and I'll get back to you as soon as possible.