Out Of Stock Policy

At Huggles, every plush companion in our collection is made with care and sourced from a small, trusted network of makers and suppliers. Because we focus on quality over quantity, availability can occasionally shift between the moment an order is placed and the moment it is packed and ready to ship. This policy explains how we handle these rare situations, and how we make sure you are never left without an answer.

When an Item Becomes Unavailable

In the unlikely event that an item you have ordered is no longer available, our team will contact you directly within 24 hours of identifying the issue. You will be offered three options:

• A comparable alternative, hand-selected from our collection
• Store credit, valid against any future purchase
• A full refund to your original payment method

We will always lead with care, not convenience. If an alternative is offered, it will be chosen with the same intention as your original selection.

Response Window

To ensure orders are resolved promptly, we ask that you respond to our message within 3 to 5 business days.

If we do not hear from you within this window, your order will be automatically cancelled and refunded in full to your original payment method. No further action is required on your part. Refunds typically appear within 5 to 10 business days, depending on your bank or card issuer.

Partial Orders

If your order contains multiple items and only one is affected, the remaining items will ship as normal. The unavailable item will be handled separately under the process outlined above, so the rest of your order is never delayed.

Our Commitment to You

We hold ourselves to a higher standard than the inventory systems we work with. To minimise the chance of this happening at all:

• Stock levels across our maker network are reviewed three times daily
• Suppliers with recurring stock issues are removed from our lineup
• Every new maker is carefully reviewed before their products join our collection

Our intention is simple. When you order from Huggles, the experience should feel warm and worry-free from start to finish. On the rare occasion that something falls short, we will sort it out quickly, honestly, and with your happiness at the centre of everything.

Questions

For anything related to an out of stock order, please reach our team at  huggleshelp@gmail.com and we will respond within 24 hours.