Shipping policy

Effective Date: August 6, 2026

This Policy is the single official shipping policy for orders placed through hugyoohair.com. It explains processing, transit, tracking, duties and what to do when delivery does not go as expected.

Free Shipping on All Orders

HUGYOO provides free shipping on all orders to eligible destinations available at checkout. There is no minimum order value for this shipping offer.

International shipping is available only to destinations that can be selected at checkout and served by our carriers. If a country, region or postal area cannot be selected, we cannot confirm delivery there.

Processing Time

Processing begins after payment and order details are confirmed. It includes order review, product preparation and handoff to the carrier.

Order Type	Usual Dispatch Estimate
Natural Black Straight	Within 24 hours
Colored, wavy and curly styles	Within 72 hours
Other cuts or finishes	Usually within 72 hours unless the product page or order communication states otherwise

These are usual estimates, not guaranteed dispatch deadlines. Payment or address verification, requested order changes, public holidays, exceptional order volume or product-specific review can require more time. If a material delay affects your order, we will use the contact information provided at checkout.

Processing time is separate from carrier transit time.

Transit Time

Estimated delivery after dispatch is 3–5 business days. Business days generally exclude weekends and public holidays at the relevant origin, transit point or destination.

Customs, severe weather, peak seasons, remote destinations, security checks and carrier disruptions can extend transit. A tracking estimate supplied by a carrier is not a guaranteed delivery appointment.

Carriers

HUGYOO selects FedEx, DHL or UPS according to destination, service availability and order circumstances. Customers cannot always choose the carrier. If an order is sent in more than one package, separate tracking information will be provided for each shipment.

Delivery Address Requirements

Provide a complete, accurate street address, recipient name, postal or area code where applicable, telephone number and email address. We do not ship to P.O. Box, APO or FPO addresses.

Before placing the order, check apartment, suite, building and access information. An incomplete or incorrect address can cause delay, return, re-delivery cost or loss.

Address Changes

Email orders@hugyoohair.com immediately if an address must be corrected. A change is complete only after HUGYOO confirms it in writing. Once an order has entered processing or shipped, we cannot guarantee that the carrier can change or intercept it.

Costs or loss caused by an address entered incorrectly by the customer are not treated as a product-quality issue. We will still make a reasonable effort to help recover or redirect the package. Any re-delivery or return cost will be discussed before a new shipment is arranged and handled subject to applicable law.

Duties, Taxes and Customs

Import duties, taxes, brokerage and customs-clearance fees are the customer's responsibility unless checkout expressly states that they are included.

Customs authorities may request identification, tax information or payment directly from the recipient. A customs delay is outside HUGYOO's direct control. Failure to provide required information or pay applicable charges can lead to delay, return or disposal under local rules.

Do not refuse a package solely because of an unexpected charge before contacting us. Refusal can make the shipment difficult to recover and does not automatically create an approved return or refund.

Tracking

After dispatch, tracking information is sent using the email or contact details on the order and is also available through the order status page or customer account where supported.

Allow time for the first carrier scan. Tracking can remain unchanged while a package is moving between hubs or passing through customs. If there has been no meaningful update beyond the carrier's expected timeframe, email us with the order number so we can review it.

Marked Delivered but Not Found

If tracking is marked delivered but the package is not present:

1. Check the entrance, mailbox area, safe place, building reception and any delivery photograph.
2. Ask household members, property staff and immediate neighbors.
3. Confirm that the delivery address on the order is correct.
4. Contact HUGYOO within three days after the delivered scan.

We will assist with a carrier investigation. Keep any case number or written communication from the carrier. If the carrier confirms the package was lost or delivered incorrectly through no fault of the customer, HUGYOO will provide an appropriate replacement or refund.

We may request a signed statement, identification of the delivery location or other reasonable information required by the carrier or payment provider. This is used to investigate the claim, not to create an unnecessary obstacle.

Damage, Tampering or Wrong Item

Inspect the parcel when it arrives. If the shipping carton is damaged, opened or appears tampered with, photograph it before discarding anything.

Contact returns@hugyoohair.com within seven days of delivery if:

• The parcel or product was damaged in transit
• Contents are missing
• The product does not match the order
• The package shows signs of tampering

Keep the shipping carton, label, internal packaging and product, and provide clear photographs or video. When transit damage or a HUGYOO fulfillment error is confirmed, we will provide an appropriate replacement, return or refund solution and cover the reasonable related shipping cost.

Do not cut the lace, wash, style, wear or alter an incorrect or damaged item while the claim is being assessed.

Missed Delivery, Return to Sender and Refused Packages

Follow carrier notices and arrange redelivery or pickup within the carrier's timeframe. A package returned because the customer was unavailable, supplied an incorrect address, did not collect it, did not complete required customs steps or refused it without authorization is not automatically treated as a HUGYOO error.

Once the package is recovered and inspected, we will explain the available reshipment or refund option. Reasonable carrier charges that resulted from customer-provided information or non-collection may be deducted or requested only where permitted by law and after they are disclosed to you.

Delivery Risk and Consumer Rights

Responsibility for loss or damage transfers according to the mandatory consumer law that applies to the order and the actual delivery circumstances. Nothing in this Policy removes rights that cannot lawfully be excluded.

For a preference-based return after successful delivery, follow Returns, Exchanges & Refunds. Do not send a package back without written authorization and the correct return address.

Contact

Email: orders@hugyoohair.com

Include the order number and relevant tracking number. For delivery issues, clear photographs, carrier messages and a concise timeline help us act more quickly. You may contact us at any time; we aim to respond within 24 hours. Carrier investigations, weekends and public holidays may require additional time.