FAQs
ORDERS
Can I cancel my order?
Yes, you can cancel your order if it has not been shipped yet. Please contact us immediately at contact@endlesshugs.com, providing your order number and the cancellation request.
I didn’t receive an order confirmation.
If you haven’t received an order confirmation, the possible reasons are:
- Your order has not yet been approved.
- The email may have gone to the SPAM folder.
- An incorrect email address was provided. In this case, contact us at contact@endlesshugs.com, and we will resend the confirmation.
When will my order be shipped?
After confirming your order, it will be shipped within 1-2 business days. We understand how important fast shipping is to you, which is why, statistically, most orders are dispatched on the next business day. During promotional periods and certain holiday seasons, the order processing time may be extended to up to 7 business days. After this time, the packed order is handed over to the courier. Please note that courier delivery time takes a minimum of 2 business days.
I made a mistake in the delivery address.
Once the order has been placed, the delivery address cannot be changed. If the order has already been shipped, we recommend updating the address through the tracking link provided by the courier.
Can I add products to an already placed order?
No, adding products to an existing order is not possible. If your order hasn’t been shipped yet, contact us at contact@endlesshugs.com with your order number to cancel it. Then, place a new order. Refunds for canceled orders will be processed within a maximum of 14 business days.
Why was my order canceled?
If payment is not completed within 5 days, the order will be automatically canceled. In case of duplicate orders, only the paid one will be processed.
How can I check the status of my order?
After placing your order, you will receive an email confirmation and a shipping notification with a tracking number. If you have an account on our website, you can check the order status in your user account.
SHIPPING
How long will it take to receive my order?
Once your order is confirmed, it will be shipped within 1–2 business days. We aim for fast delivery, and most orders are shipped the next business day. During promotional or holiday periods, processing times may be longer. Once the order is prepared and handed to the courier, the delivery time is at least 2 business days.
What is the shipping cost to my country?
Shipping costs are displayed after entering the delivery address during the checkout process. The cost varies depending on the chosen delivery method.
I didn’t receive a tracking number.
After your order is shipped, you will receive an email confirmation with a tracking link. If you don’t receive this email, check your SPAM folder and ensure the email address provided is correct. For further assistance, contact us at contact@endlesshugs.com.
I’m having issues with my delivery.
First, contact the courier responsible for your delivery. If you need assistance, reach out to us at contact@endlesshugs.com, providing your order number. International shipments may experience delays due to customs procedures.
My package was returned to you.
Your package may have been returned for the following reasons:
- No one was available at the delivery address during delivery attempts.
- The package wasn’t picked up from the parcel locker within the specified time.
- The delivery address was incorrect or incomplete.
In such cases, we will refund your payment within 14 days of the package being returned to our warehouse. Shipping costs will be deducted from the refund. Unfortunately, we cannot resend the package. If you still wish to receive the order, please place a new order.
What shipping methods are available?
We ship orders via parcel lockers or couriers.
Can you ship internationally?
Yes, we offer international shipping via courier only. The cost depends on the size of the package and the destination country. The shipping fee will be displayed in the order form after selecting the carrier and destination. If the shipping cost is not visible, contact us at contact@endlesshugs.com.
Can I pick up my order in person?
Unfortunately, personal order pickup is not available.
PAYMENTS
How can I pay for my order?
Available payment methods include online payments through Przelewy24 and Stripe. For any issues, please contact the payment provider directly.
Is cash on delivery available?
Yes, cash on delivery is available in our online store.
Przelewy24 is not working.
If you encounter issues with Przelewy24, please contact their support team. You can also reach out to us with your order number at contact@endlesshugs.com.
RETURNS AND COMPLAINTS
How can I return a product?
If you change your mind, you have the right to return the product within 14 days of receiving it. Details on the return policy can be found [HERE].
Do you offer free returns?
No, the customer is responsible for return shipping costs.
When will I receive a refund for my return?
Refunds will be processed within 14 days of receiving the completed return form and the returned product.
Can I exchange a purchased product?
We do not offer product exchanges. If a product doesn’t fit, please return it according to our return policy and place a new order.
I received the wrong order or product.
If you received an incorrect order or product, contact us at contact@endlesshugs.com, providing your order number and a photo of the received item.
I received a gift and want to file a complaint.
To file a complaint, a proof of purchase is required. If the gift was purchased from one of our retail partners, please contact them directly. If the gift was purchased in our online store and you have the order number, submit your complaint at contact@endlesshugs.com.
OTHER
Discount code for my first purchase.
Occasionally, we run campaigns offering a 10% discount on your first purchase when you subscribe to our newsletter. If this offer is not visible on our website, it is currently unavailable.
Do you offer gift wrapping?
We currently do not provide a gift-wrapping service. We plan to introduce this option in the future.
I would like to become a wholesaler.
Thank you for your interest in our brand! Please contact us at contact@endlesshugs.com, and we will get back to you.
How can I contact you?
You can reach us via the contact form on our website under the “Contact” section, email us at contact@endlesshugs.com.
Do you create custom products?
We do not create custom products.
How are the products packaged?
Our products are carefully packaged. Each item features a branded tag, and some are adorned with a cotton ribbon. The items are further secured with decorative tissue paper and packed in a paper box sealed with paper tape.
Didn’t find the answer to your question?
Write to us at contact@endlesshugs.com.
ORDERS
Can I cancel the order?
Yes, if the order has not been shipped yet, you can cancel it. Please write to us immediately at contact@endlesshugs.com, providing the order number and information about your wish to cancel it.
I have not received the order confirmation
If you have not received an order confirmation, the possible reasons are:
- Your order has not been approved yet.
- The message went to the SPAM folder.
- An incorrect email address was provided. In this case, please contact us at contact@endlesshugs.com and we will resend the confirmation.
When will my order be shipped?
After confirming the order, it will be shipped within 1-2 business days. We know how important fast shipping is to you, which is why orders are statistically most often shipped on the next business day. During promotions and some holiday periods, the order processing time may be extended to 7 business days. After this time, the packed order is handed over to the courier. Please keep in mind that courier delivery takes a minimum of 2 business days.
I made a mistake in the delivery address
Can I add products to an already placed order?
No, it is not possible to add products after placing an order. If the order has not yet been shipped, contact us by writing to contact@endlesshugs.com and providing the order number to cancel it. Then place a new order. A refund for the canceled order will be processed within a maximum of 14 business days.
Why was my order canceled?
If the order is not paid within 5 days, it is automatically canceled. In case of order duplication, only the one that has been paid is processed.
How to check the status of an order?
SHIPPING
How long will I have to wait for the shipment?
After confirming the order, it will be shipped within 1-2 business days. We understand how important fast delivery is, which is why shipping usually occurs the next business day. During promotional and holiday periods, the order processing time may be extended. After preparing the order and handing it over to the courier, the delivery time is at least 2 business days.
What is the shipping cost to my country?
The shipping cost will be provided after entering the delivery address during the order placement. The fees vary depending on the chosen delivery method.
I did not receive a tracking number.
I am having issues with the delivery.
First, contact the carrier responsible for delivering the package. If you need assistance, contact us with your order number at: contact@endlesshugs.com. For international shipments, delays may occur due to customs procedures.
My package has been returned to you.
Your package may have been returned for the following reasons:
- No one was present at the specified address during the delivery attempt.
- The parcel was not collected from the parcel locker within the designated time.
- The delivery address was incorrect or incomplete.
In such cases, we will refund your money within 14 days from the moment the package returns to our warehouse. Transport costs will be deducted from the refunded amount. We cannot resend the package – if you still wish to receive your order, please place it again.
What are the available shipping methods?
We fulfill orders via parcel lockers or courier.
Is international shipping possible?
We offer international shipping exclusively via courier. The delivery cost depends on the size of the package and the destination country. You will see the shipping amount in the order form after selecting the carrier and the delivery country. If the shipping cost is not visible, write to us at: contact@endlesshugs.com.
Can I pick up the order in person?
Unfortunately, we currently do not offer the option for personal order pickup.
PAYMENTS
How can I pay for the order?
Available payment methods are online payments via Przelewy24 and Stripe systems. In case of problems, contact the payment operator directly.
Is it possible to pay on delivery?
Yes, in our online store, cash on delivery is possible.
The Przelewy24 website is not working.
If you have problems with payment via Przelewy24, contact the operator of this system. You can also contact us by providing the order number at: contact@endlesshugs.com.
RETURNS AND COMPLAINTS
How can I return a product?
If you change your mind, you have the right to return the product within 14 days of receiving it. You can find details about the return policy [HERE].
Do you offer free returns?
No, the cost of returning products is borne by the Customer.
When will I receive a refund for the returned product?
The refund will be processed within 14 days of receiving the completed return form and the returned product.
Can I exchange the purchased product?
We do not process product exchanges. The mismatched product should be returned according to the rules, and then a new order should be placed.
I received an incorrect order or product.
If you received the wrong product or order, please contact us with your order number and a photo of the received product at: contact@endlesshugs.com.
I received the product as a gift and want to file a complaint.
OTHER
Discount code for first purchase.
Sometimes we organize campaigns where we offer a 10% discount on the first purchase after signing up for our newsletter. If you do not see this offer on our website, it means it is currently not active.
Do you offer gift wrapping?
I would like to become a wholesaler.
How can I contact you?
Do you make custom products?
We do not fulfill individual orders.
How are the products packaged?
Our products are carefully packaged - each of them has a branded tag, and some are additionally decorated with a cotton ribbon. The whole is secured with decorative tissue paper and packed in a paper box, which we seal with paper tape.
Didn't find the answer to your question? Write to us at: contact@endlesshugs.com.
