Shipping policy

Last updated: 16 July 2026

This Shipping Policy explains how HUG processes and delivers orders.

Processing Time

Orders are typically processed within 1 to 2 business days of being placed. Orders placed on weekends or public holidays will be processed on the next business day. You will receive a confirmation email once your order has been dispatched.

Shipping Methods and Costs

We ship Australia-wide with Australia Post. Shipping costs and estimated delivery times are calculated at checkout based on your delivery address and the size and weight of your order. Every HUG is carefully packed in protective packaging so it arrives ready to gift.

Delivery Estimates

Delivery times are estimates only and begin from the date of dispatch, not the date of order. Delays can occasionally occur due to courier volume, weather or other circumstances outside our control.

Order Tracking

A tracking number will be included in your dispatch confirmation email so you can follow your order's progress.

Sending Directly as a Gift

Many of our customers send a HUG directly to the recipient. Simply enter their address as the delivery address at checkout. We never include prices in the parcel.

Lost, Delayed or Damaged Orders

If your order has not arrived within the expected timeframe, or has arrived damaged, please contact us through our Contact page and we will help resolve the issue. For damaged items, please refer to our Refund Policy for your rights and options.

Contact

Questions about shipping? We're here to help through our Contact page or at hello@thevillageco.org