Politique d’expédition
Hugo and Ted | Last updated: April 2026
1. Shipping Methods & Tracking
We ship worldwide using Royal Mail. All orders receive a confirmation email upon placement and an order processing/despatch email containing your tracking information or reference number once your order has been shipped.
Order confirmation, order processing and tracking information is sent to the email address registered on your account. Please check your spam or junk folder if you do not receive these emails and ensure your email address is entered correctly at checkout.
Express delivery is available as a shipping upgrade at checkout. Please note that selecting express delivery upgrades your shipping speed only - it does not prioritise the production of your order unless explicitly confirmed by our team in writing.
2. UK Shipping
Standard UK shipping is included free of charge on all orders over £70. Orders below £70 are subject to a shipping charge calculated at checkout.
All UK orders are sent with tracking information unless an untracked service is specifically selected at checkout.
Please note that despatch times and delivery times are two separate things. Once an order has been despatched, an additional delivery period applies which is dependent on Royal Mail and local postal services in your destination country. Hugo and Ted cannot be held responsible for delays caused by Royal Mail, customs processing, or local postal services once an order has been despatched.
3. International Shipping
We ship worldwide. All international orders are sent with full tracking information. International shipping costs are calculated at checkout based on your location and order weight.
Please note that despatch times and delivery times are two separate things. Once an order has been despatched, an additional delivery period applies which is dependent on Royal Mail and local postal services in your destination country. Hugo and Ted cannot be held responsible for delays caused by Royal Mail, customs processing, or local postal services once an order has been despatched.
4. Import Duties & Taxes
International customers are solely responsible for any import duties, customs fees, or destination taxes charged upon arrival in their country. These charges vary by country and are entirely outside our control.
Customers within the European Union should be aware that EU destination taxes (VAT at your country's applicable rate) are payable upon import. We strongly advise all international customers to check their country's import policies before placing an order.
Non-payment of duties and taxes: If import duties or taxes are not paid and your order is returned to us as a result, the following applies:
- We will refund the cost of standard sized items (collars, leads, bow ties) only
- We will not refund made to measure, custom made, or personalised items under any circumstances
- We will not refund any original or return postage costs for unclaimed parcels
- Customers wishing to have their order reshipped will be required to pay postage costs in full before reshipment
5. Customer Responsibility for Delivery Address
Customers are solely responsible for providing a complete and accurate delivery address at checkout. Hugo and Ted cannot be held liable for orders despatched to an incorrect or incomplete address provided by the customer.
If an order is returned to us due to an incorrect or incomplete address:
- We will not refund custom made, made-to-measure, or personalised items
- Customers will be required to pay for reshipment postage before the order is resent
- Standard sized items may be refunded at our discretion, minus original postage costs
Please double check your delivery address carefully before completing your order. We cannot edit order information, if address information is incorrect your order will be cancelled for you to place again with the correct address information. If you notice your address is incorrect please notify us as soon as possible.
6. Ready to Ship Orders
Items in our Ready to Ship Collection are in stock (these products are still made by us) and aim to be despatched within 3–5 working days of your order being placed, subject to availability.
7. Custom Made, Made to Measure & Personalised Orders
Any item not in the Ready to Ship collection is a custom made item and is therefore made to order. Custom made items, including personalised, custom coloured, and made to measure products, are subject to our lead times of approximately 10–20 working days from your order date, not including weekends or bank holidays.
Please allow for this production time when placing your order, particularly if you require your item by a specific date. We strongly advise contacting us at hello@hugoandtedltd.com before ordering if you have a deadline or special requirement.
8. Mixed Orders
If your order contains both Ready to Ship items and custom made items, your entire order will be held and despatched together once all custom made items have been completed. If you require your Ready to Ship items to be sent separately, please contact us at hello@hugoandtedltd.com before placing your order.
9. Delays
Whilst we endeavour to meet all lead times and despatch estimates, some delays are beyond our control. These may include but are not limited to staff sickness, fabric delivery delays, Royal Mail delays, or other extenuating circumstances. Hugo and Ted will not be held liable for losses caused by delays outside of our reasonable control.
10. Lost or Missing Parcels
GPS Showing as Delivered - Parcel Not Received
If your parcel's tracking/reference information shows as delivered but you have not received it, you must take the following steps:
- Check with neighbours, in a safe place, or with anyone else at your delivery address who may have accepted the parcel
- Contact Royal Mail directly to report the discrepancy (unless you select a Tracked service, in which case please notify us and we will contact Royal Mail on your behalf)
- You are required to file a report with your local police authority, providing them with your tracking information and GPS delivery confirmation. Hugo and Ted requires a police crime reference number before we are able to investigate or process any claim for a parcel shown as delivered by Royal Mail's GPS tracking
- Once you have obtained a police crime reference number, contact us at hello@hugoandtedltd.com with your order number, tracking reference and crime reference number
Hugo and Ted will not be held liable for parcels confirmed as delivered by Royal Mail GPS tracking data without a valid police crime reference number being provided.
Parcel Lost in Transit
Royal Mail considers a parcel lost after:
- 10 working days from the expected delivery date for UK orders
- 25 working days from the expected delivery date for international orders
If your parcel has not arrived within these timeframes, please contact us at hello@hugoandtedltd.com with your order number and tracking reference and we will open an investigation with Royal Mail on your behalf.
We will always do our best to resolve any issues with mis-delivery, including remaking orders where required, and will work with you to find a fair resolution. Hugo and Ted will not be held responsible for parcels lost due to an incorrect delivery address provided by the customer.
11. Contact
For any shipping queries please contact us at:
Please include your order number in all correspondence.
These terms are governed by the laws of England and Wales.