Terms and Conditions

About Hug Box

This website www.HugBox.co.uk is owned and operated by:

Wendy Gibbs trading as Hug Box.
If you need to contact Hug Box please use the following details.

9 Craigneith Court, East Kilbride, Scotland, G74 3SN


07835 254812

Making a contract with Hug Box

Hug Box tries to be as accurate as possible in all communications however I do not guarantee that product descriptions or other content is accurate, complete, reliable or error free.

Whilst every effort is used to ensure accuracy of description, specifications and pricing there may be occasions where errors arise. Should such a situation occur Hug Box cannot accept your order; in the event of a mistake you will be contacted with a full explanation and a corrected offer. The information displayed is considered as an invitation to treat not as a confirmed offer for sale. The contract is confirmed upon supply of goods.

Images of products on this website and across all Hug Box platforms are for illustrative purposes only. Your goods may vary from the image shown on the website and will not include any pictured accessories, unless specifically stated.

In the unlikely event that a particular Hug Box is no longer available, or that I have made a pricing mistake, I will advise you of this.

The Hug Box contents are subject to change due to stock availability and to offer the best possible value for customers. If an item becomes unavailable Hug Box will replace it with an item of equal, or in many cases, greater value.

From time to time there may be information on the Hug Box website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability. I reserve the right to correct any errors inaccuracies or omissions and to change or update information at any time without prior notice. (Including after you have submitted your order) Hug Box apologises for any inconvenience this may cause you. 

Every effort has been made to accurately display the colours of the products which appear on this website. However, Hug Box cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the actual goods.

Whilst Hug Box will try to be as accurate as possible, all information provided is approximate and is provided in good faith.

Prices and availability of items are subject to change without notice. All prices quoted on the website are in UK pounds sterling and any promotional prices only apply during the period stated. Hug Box reserves the right to end any promotions at any time for any reason without prior written warning.

This contract is covered by Scottish Law.

By placing an order with Hug Box, you agree to and accept Hug Boxes current terms, conditions and privacy policy.

How to place an order

You can use the Hug Box website to place an order by selecting the products you wish to buy and adding them to your basket.  Items you do not require can be removed from your basket at any time.

If you prefer to order by email you can do so by emailing wendy@hugbox.co.uk.

Posting and Packaging options and charges will be shown prior to you confirming your order. If you have a very large or heavy order you will not be able to select a courier method and it would be best to email Hug Box directly to confirm the most effective and affordable way for you to receive your order.

You will be required to pay for the goods in full at the time of ordering.

The Hug Box website uses PayPal payment facilities for online purchases. PayPal allows you to securely pay for your order by Credit or Debit Card, you do not need to setup a PayPal account to pay using PayPal. If you would prefer to pay via any other method please place your order by email where you will be advised of the other options eg Bank Transfer or Cheque

Once your order has been completed and is ready for dispatch I will normally send you an email with the Courier Tracking information so you can see its progress. If you do not receive your tracking information within 72 hours or on the day you expect your Hug Box to be dispatched please let me know. Once your Hug Box is ready for dispatch any changes may not be possible without incurring additional charges or delays to your order. You will not be able to make changes to your order once the Tracking information has been sent to you.

Delivery Options and charges

Hug Box will send your order to your home or to your place of work and your order will normally be dispatched within 1 working day (longer during busy periods such as Christmas) Any estimated dispatch date can change without notice. In case of bank holidays and over other very busy periods (eg Christmas), please allow an extra two working days.

Hug Box aims to deliver within the days specified by the chosen Courier however if your parcel is delayed please allow 5 working days before contacting Hug Box where Hug Box will work with you and the courier to resolve any issues. Hug Box will attempt to contact you if we become aware of an unexpected delay. 

You should tell Hug Box about any special delivery requirements or conditions when you place your order.

Unfortunately Hug Box cannot guarantee delivery on any specific day as the courier doesn’t offer this service at this time, however if you are worried about not being in to accept your order then it can be delivered to a local shop and picked up whenever they are ready within 10 days. You will receive an email letting you know when it is ready for you to collect.

Hug Box will normally use the Courier ‘Hermes’ https://www.myhermes.co.uk/ to deliver Hug Boxes and will operate within their terms and condition.

This is a tracked courier option. I will send you the tracking information as soon as it is available so you can see your parcels progress. If there is nobody at the address to accept the order a card will normally be left notifying you of a Delivery Attempt and instructions as to what to do next. The courier will attempt to deliver your item twice after which time it will be returned to Hug Box who reserves the right to charge you an additional re-delivery charge. If your Hug Box is being delivered to a large office or hospital Hug Box can not guarantee that it will be delivered to the person named on the order. When ordering for these places please be as specific as possible giving the department, ward and full name to increase the chances of the Hug Box reaching the correct person.

Standard courier service will normally deliver within 3 working days however this is approximate and delivery timescales and are not guaranteed. Your order may arrive in more than one delivery and Hug Box cannot guarantee that your order will arrive on any specific delivery date.

Hug Box can normally deliver anywhere in the UK as long as there is a valid UK Post Code. Please be aware that delivery to remote areas can take a little longer than normal. The courier will not deliver to PO Boxes.

Your parcel will be delivered to the address on your PayPal receipt unless you tell me otherwise. You must be at home to accept delivery of your order, which is normally between 9:00am and 8:00pm Monday-Friday. Hug Box will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.

If you change the delivery address once your Order has been dispatched to you, I reserve the right to pass on any extra charges made by my carriers for redirecting your delivery.

Please check your order on delivery – any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or Hug Box within 2 days.

Sometimes, for reasons beyond Hug Boxes control we may be prevented from delivering your Order as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of my suppliers. Hug Box will try to put things right as soon as possible however I can’t be responsible where this causes delay or failure in delivering your order.

Due to the Customs restrictions for different countries and the weight of the Hug Box parcels Hug Boxes will only be sent within the UK.

If you think your order is lost or damaged in transit, please let Hug Box know as soon as possible, however please leave at least 5 working days after receiving your Tracking Code before contacting Hug Box about a missing delivery, as this gives the courier time to attempt delivery.

If you have any issues with your order whatsoever I will need proof of purchase (e.g. PayPal receipt) and your Orders Tracking Information to be able to help you as much as possible. Without Proof of Purchase Hug Box may not be able to find your order and help you.

Cancellation, damages and returns

This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations.

Please be aware that FOOD is not covered by the Distance Selling Regulations HOWEVER Hug Box does want you to be happy with your Hug Box Order.

You can cancel your Order at any time up to 7 working days after the day of delivery. To do this, please e-mail or write to Hug Box. You do not have to give any reason for cancellation. However, a brief explanation will help Hug Box to improve the service offered to customers in the future.

If you cancel, you should return the Hug Box and its full contents (uneaten and in good condition) within 14 days of cancellation to Hug Box, 9 Craigneith Court, East Kilbride, Scotland, G74 3SN. Items must be in original packaging, in all original boxes, packaging materials and the cost of returning the Hug Box is your responsibility. You will be offered a full refund of the price you paid LESS the cost of returning your Hug Box. You must ensure that the goods are packaged adequately to protect against damage.

If you fail to take reasonable care of your Hug Box before it is returned, and this results in damage or deterioration, you will not receive a full refund of the purchase price. I strongly recommend that you fully insure the package that you are returning. I suggest the use of a carrier that can provide you with a proof of delivery. Hug Box will not be held responsible for items lost or damaged in transit.

Hug Box tries very hard to ensure that you receive your Hug Box as you have specified in your order. However Human error can occur so if you do not receive the products you ordered please contact Hug Box within 2 days of receipt. In the unusual event that the product arrives damaged, please contact Hug Box immediately, and within 2 days of receipt.

Damaged goods are classed as the contents within the Hug Box and not the Cardboard Hug Box itself. If there is a problem with the contents of the Hug Box, please notify Hug Box as soon as possible and within 2 days of delivery providing details of the problem. It’s helpful if you can provide Hug Box with a digital photograph of the problem as this normally saves you having to return the goods for inspection. I will deal with the matter in accordance with your legal rights.

If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received and checked.

The cost of returning goods to Hug Box is your responsibility, however on inspection I will refund your reasonable postage costs, providing that the goods are found to be wrong or damaged.

Items located near any source of heat or steam should be protected either by heat deflectors or other suitable protection.

If an item is no longer available I will offer an alternative. However my liability will be to replace the damaged goods only and I am unable to guarantee an exact match. In this instance you will have the option of a refund.

All refunds will be made with 14 days.

Business Customers, or customers exempt from the distance selling regulations may not cancel an order without a mutual agreement between them and Hug Box.

This cancellation policy does not affect your legal rights.


The products sold on this website have been designed to comply with all relevant UK legislation. Hug Box cannot warrant or represent that they comply with any legal requirement outside of the UK.

Hug Box do not accept liability for any consequential loss of profit or indirect losses.

Trade or Business Customers

The following conditions apply to orders placed by Trade or Business Customers.

Orders may not be cancelled except with my mutual agreement and having been confirmed in writing by Hug Box. Hug Box reserves the right to make cancellation and/or re-stocking charges.

Claims for missing or damaged items must be made within 2 days of delivery.

ONLINE DISCLAIMER for www.HugBox.co.uk and all other online profiles associated to Hug Box

This disclaimer details my obligations to you regarding the Hug Box website and all other online profiles including but not limited to the content and images on Facebook, Twitter, Instagram and Pinterest. This disclaimer has been provided and approved by legal forms provider LegalCentre.co.uk. Please read this disclaimer in full before you use this Website.

Using the Website and any other online Hug Box profile implies that you accept the terms of this disclaimer.   I do occasionally update this disclaimer so please refer back to them in the future.

USE OF WEBSITE and all other online profiles

Hug Box® and Have a Hug® are registered Trademarks and are the property of Hug Box. All content included on the Hug Box website and all other online profiles including but not limited to the content and images on Facebook and Twitter such as text, graphics logos button icons images audio clips digital downloads and software are all owned by Hug Box and are protected by international copyright laws. No part of this Website or any other online profile may be reproduced without Hug Boxes prior written permission.  Material on this website or any other online profile must not be republished online or offline without WRITTEN permission from Hug Box.

The copyright and other intellectual property rights in all material on this Website are owned by Hug Box or my licensors and must not be reproduced without my prior consent.

Hug Box provide their services to you subject to the following conditions. If you visit the Hug Box shop at www.hugbox.co.uk you accept these conditions. Please read them carefully, Hug Box controls and operates this site from its offices within the UK. The laws of Scotland govern claims relating to including the use of, this site and materials contained. 

Hug Box grants you a limited license to access and make personal use of this site. This license does not include any resale’s of commercial use of this site or its contents any collection and use of any products any collection and use of any product listings descriptions or prices any derivative use of this site or its contents, any downloading or copying of account information. For the benefit of another merchant or any use of data mining, robots or similar data gathering and extraction tools.

This site may not be reproduced duplicated copied sold – resold or otherwise exploited for any commercial exploited without written consent of Hug Box.

If you choose to access from another country you do so on your own initiative and are responsible for compliance with applicable local lands. 


With the exception of personally identifiable information, the use of which is covered under the Hug Box Privacy Policy which can be found on the Hug Box website, any material you send or post to this Website shall be considered non-proprietary and not confidential.

When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;


I take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore Hug Box will not be liable if this website is unavailable at any time.


Any links to third party websites located on this Website are provided for your convenience only.  Hug Box may not have reviewed each third party website and have no responsibility for such third party websites or their content. 

If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that Hug Box is endorsing any services or products unless this has been specifically agreed with Hug Box.

If you choose to link to the Hug Box website or any other Hug Box online profiles you shall fully indemnify Hug Box for any loss or damage suffered as a result of your actions.


Hug Box takes all reasonable steps to ensure that the information on this Website is correct. However, Hug Box does not guarantee the correctness or completeness of material on this Website.  Neither Hug Box nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liability or  responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of this website or any other Hug Box online profiles. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.


This Legal Notice shall be governed by and construed in accordance with Scottish law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of Scotland.

These terms and conditions are subject to change at any time without warning. Latest terms and conditions for Hug Box can be found on the Hug Box website www.hugbox.co.uk

Please review the other policies posted on this site.

These policies also govern your visit any of the Hug Box websites or profile.