Shipping policy
Shipping Policy
Hugsy (Pty) Ltd
Last updated: 2026/02/18
At Hugsy, we’re committed to getting your order to you as quickly and safely as possible.
1. Delivery Timeframes
We aim to deliver all orders within 2–5 business days from the date of local dispatch.
Delivery times may vary depending on your location and external courier factors.
Business days exclude weekends and public holidays.
Estimated delivery times displayed on our website (e.g. 2–5 business days) apply to orders fulfilled from our local South African warehouse. When an item is not currently held in local stock, it will be shipped from our international supplier. International shipments are subject to longer transit times, customs processing, and potential carrier delays beyond our control.
Please note that all estimated delivery times are indicative and not guaranteed. By placing an order, you acknowledge and agree to the following:
• Orders fulfilled locally typically arrive within 2–5 business days.
• Orders fulfilled internationally may take up to 30 business days to arrive, depending on customs clearance and carrier schedules.
• Stock availability (local vs. international) is determined at the time of order processing and cannot always be guaranteed at the time of purchase.
Refund Policy – Non-Delivery
We are committed to ensuring every customer receives their order. However, due to the nature of international shipping, refunds for non-delivery will only be considered if your order has not arrived within 30 business days from the date of dispatch.
If 30 business days have passed and you have not received your order:
1. Contact our support team at [support email] with your order number.
2. We will investigate the shipment status with our logistics partners.
3. If the order is confirmed as lost or undeliverable, we will issue a full refund or reship the item at no additional cost — whichever you prefer.
Refunds will not be issued solely on the basis of a delay if the 30 business day window has not yet elapsed. We appreciate your patience and understanding as we work to deliver your order as quickly as possible.
By completing your purchase, you confirm that you have read and agree to these shipping and refund terms.
2. Courier Partner
We ship nationwide across South Africa using Aramex.
You will receive tracking details once your order has been dispatched.
3. Processing Time
Orders are typically processed within 1–2 business days after payment confirmation.
During peak periods or promotional sales, processing times may be slightly extended.
4. Shipping Costs
Shipping costs are calculated at checkout.
We offer FREE shipping on orders over R999.
5. Delivery Areas
We deliver anywhere within South Africa, including rural and outlying areas.
Please note that delivery to remote locations may take slightly longer.
6. Incorrect Address
Customers are responsible for providing accurate shipping information. Hugsy cannot be held responsible for delays or losses due to incorrect addresses.
7. Delays
While we aim to meet our delivery timeframes, we are not responsible for delays caused by:
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Courier disruptions
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Weather conditions
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Public holidays
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Unforeseen logistical issues
8. Contact Us
If you have any questions about your shipment, please contact: