Returns & Refunds at a glance

We want every Hug&Giggle gift to arrive perfect. If something isn’t right, we’ll make it right.

  • Faulty, damaged or wrong item? We’ll repair, replace or refund it, and we cover the return postage.
  • Changed your mind? Exchange unopened items or get store credit within 14 days of delivery.
  • Received a gift? You can exchange it with the order number.
  • Refunds are processed within 5 business days of us receiving your return.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. This policy operates alongside the Competition and Consumer Act 2010 (Cth) and the Australian Consumer Law (Victoria).

Changed your mind? Exchanges and store credit

We don’t offer refunds for change of mind, but we’re happy to help if a gift isn’t quite right. Within 14 days of delivery, you can exchange an item for something else or return it for store credit, as long as it is:

  • unused, unwashed and in its original condition
  • in its original packaging, with any tags attached
  • not one of the exclusions below

Return postage for exchanges and store credit is paid by you. We’ll send your replacement item free of charge. Store credit is issued for the full price you paid for the item and is emailed to you within 5 business days of us receiving it.

For a gift box, the whole box must be returned complete. We can’t exchange individual items taken from a box.

What we can’t exchange

For hygiene and safety reasons, and because some items are made for you, we can’t exchange or give store credit for:

  • personalised items
  • opened teethers, rattles, bath toys and other toys made to go in the mouth or water
  • opened arts and crafts consumables, such as paints, play dough and slime

These exclusions apply to exchanges and store credit only. If any of these items is faulty, damaged or not as described, your rights under the Australian Consumer Law still apply.

Faulty, damaged or incorrect items

If your order arrives damaged, is faulty, or isn’t what you ordered, please let us know as soon as you can so we can sort it out quickly. It helps to contact us within 7 days of delivery for transit damage, but your rights under the Australian Consumer Law are not limited to this time.

Please email us with:

  • your order number
  • clear photos of the item and the packaging
  • a short description of the problem

Once we’ve confirmed the issue, you can choose a replacement or a full refund (or a repair, where that makes sense). If we need the item back, we’ll send you a prepaid return label, so returning a faulty item costs you nothing.

Lost or late orders

If your order hasn’t arrived within the estimated delivery time on our Delivery Information page, email us and we’ll investigate with the courier. If it’s confirmed lost, we’ll send a replacement or give you a full refund, including shipping.

If an order can’t be delivered because the address entered at checkout was incorrect, we’ll do our best to help redirect it, but redelivery costs may apply.

Returning a gift

If you received a Hug&Giggle gift and would like to exchange it, email us with the order number (or the gift giver’s name and the delivery address). We’ll arrange an exchange or store credit for the item’s value, under the same conditions as above.

If a gift arrives faulty or damaged, the recipient can contact us directly and we’ll make it right.

How to return an item

  1. Email support@hugandgiggle.com.au with the subject “Return – [your order number]” and tell us what you’d like to return and why.
  2. We’ll reply within 2 business days with the return address and, for faulty items, a prepaid label.
  3. Pack the item securely and send it back. For exchanges and store credit, please use a tracked service, as we can’t credit an item that doesn’t reach us.

Please don’t send items back without contacting us first, so we can match the return to your order.

Refunds

Refunds apply to faulty, damaged, incorrect or lost orders. Once we receive and check your return, we’ll email you and process your refund within 5 business days. Refunds go to your original payment method, including Afterpay and Klarna. Your bank or payment provider may take a few extra days to show it.

Refunds are for the amount you actually paid. If you used a discount code, the refund is the discounted price.

Contact us

Hug&Giggle, Rowville, Melbourne VIC 3178
Email: support@hugandgiggle.com.au
ABN: 40 569 172 204

We reply to all emails within 2 business days.