Refund policy

Return & Refund Policy – Hiss & Hug

We want you to feel great about your purchase — and we’re here to help if anything doesn’t go as expected. Because all our products are made to order, our policies are slightly different from traditional stores. Please read carefully before placing your order.

Return Policy

Since our products are custom-printed on demand, we do not accept returns or exchanges unless the item arrives damaged, defective, or incorrect.

That said, we are happy to help you if something goes wrong. If there’s an issue with your order, you have 25 days after receiving your item to request a resolution.

To report a problem, email us at contact@hisshug.com with the following:

  • Your order number

  • A clear photo of the item (including any damage or defect)

  • A brief description of the issue

Damages and Issues

Please inspect your order upon delivery. If your item is:

  • Damaged

  • Misprinted

  • Defective

  • The wrong item or size

Please contact us within 25 days of receiving it, and we’ll gladly offer a replacement or full refund — at no extra cost to you.

Note: You must include photo evidence of the problem to initiate a claim, as required by our production partner (Printify).

We Don’t Accept Traditional Returns — But We’re Here for You

All Hiss & Hug products are printed on demand, which means:

  • We don’t hold inventory

  • Every item is made especially for you after you place an order

This means we cannot accept returns or exchanges for reasons such as:

  • Changing your mind

  • Ordering the wrong size or color

  • Address errors made during checkout

That said, we understand that life happens — and if there’s ever an issue or you’re unhappy with your order for any reason, please reach out. We genuinely want you to love your experience and your product.

How to Reach Out

If something’s not quite right with your order, email us at contact@hisshug.com within 25 days of receiving your item.

Please include:

  • Your order number

  • A description of the issue

  • Clear photos (if applicable)

We review every case with care and will work with you to find the best possible solution — whether that’s a replacement, refund, store credit, or simply making it up to you in another way.

Refunds

If your claim is approved, we’ll process your refund within 5 business days to your original payment method. Please allow a few extra days depending on your bank or card provider.

If it's been more than 10 business days since your refund was approved and you haven't received it, email us at contact@hisshug.com and we’ll check in for you.

EU Customers 

If your order is delivered to the European Union, you have the right to cancel or return your order within 14 days, only if the item has not been produced yet.

Because our products are custom-made, this right does not apply after production has begun, in accordance with Article 16(c) of Directive 2011/83/EU.

If you need to cancel, please contact us as soon as possible after placing the order at contact@hisshug.com.

Our Promise

We may not accept standard returns — but we do accept responsibility when something goes wrong.

Your trust matters to us, and we’ll always treat you with honesty, respect, and flexibility. If something doesn’t feel right, reach out — we’re here for you.

Contact

📧 contact@hisshug.com