Frequently Asked Questions
Orders & Purchases
Where can I find product details?
Where can I find product details?
Check each product page for the item’s contents, sizing, versions and available options before ordering. Product photos may show several versions or accessories; please read the listing to see what is included.
Can I choose a member or version?
Can I choose a member or version?
Random versions, members, photocards and other inclusions cannot be selected unless the product page explicitly says otherwise. Please review the description and available options before ordering.
Can I cancel my order?
Can I cancel my order?
Change-of-mind cancellations are generally not accepted. A request may be considered within 1 hour of purchase only if processing has not started and Haehug approves it. An approved cancellation carries a 10% cancellation and payment-processing fee. Email support@haehug.com promptly with your order number.
How can I contact Haehug?
How can I contact Haehug?
Email support@haehug.com or use our Contact page. If your question is about an order, include your order number and a clear description so we can look into it.
Which payment methods do you accept?
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover and Diners Club, along with Shop Pay, Apple Pay, Google Pay and PayPal where available. Eligible local options, such as Bancontact, MB WAY and Satispay, may also appear. Available methods depend on your country, currency, device and order. Checkout shows the payment options available to you.
Returns & Refunds
How do I request a return?
How do I request a return?
Email support@haehug.com within 14 days of confirmed delivery. Returns require prior written approval; a request does not guarantee acceptance. Change-of-mind returns are generally not accepted. Do not send an item back before receiving our written instructions.
What conditions and costs apply to approved returns?
What conditions and costs apply to approved returns?
Approved returns must be unused, complete and in their original condition, with all packaging and inclusions, proof of purchase and tracked return shipping. A single 15% restocking fee applies to the item price, along with applicable deductions. Customers pay return shipping and related costs; original shipping charges, including Express shipping fees, are non-refundable. Opened products are normally ineligible. Customized, made-to-order, specially sourced, final-sale, limited-edition and event-exclusive items, as well as gift cards, are generally non-returnable unless confirmed by Haehug to have arrived materially damaged or incorrect. See our Refund Policy for full conditions.
What if my item arrives damaged, incorrect or incomplete?
What if my item arrives damaged, incorrect or incomplete?
Email support@haehug.com within 3 days of confirmed delivery with your order number and clear photos of the package, shipping label and item. Keep all packaging and contents while we review the issue. We may request a continuous unboxing video or further evidence. Wait for our instructions before using or returning the item.
Do you offer exchanges, and when are refunds processed?
Do you offer exchanges, and when are refunds processed?
We do not offer direct exchanges. Any approved return is inspected before a refund is issued. Approved refunds are normally processed within 10 business days after inspection; your payment provider may take additional time.
Shipping & Tracking
What are your processing and delivery times?
What are your processing and delivery times?
Orders are usually processed within 1–7 business days, separately from delivery time. Standard shipping is free, with estimated delivery in 10–20 business days after dispatch. Express shipping is $14.99 USD, with estimated delivery in 7–15 business days after dispatch. Processing may take longer during busy periods. Delivery dates are estimates and cannot be guaranteed for a particular event.
How can I track my order?
How can I track my order?
We email your tracking number once your order ships. Orders may arrive in separate packages with separate tracking updates. If your order is delayed beyond the estimated timeframe, email support@haehug.com with your order number.
Will I need to pay customs fees?
Will I need to pay customs fees?
Some destinations may apply duties, taxes or carrier charges. We cannot guarantee every shipment will be free from customs fees. Some destinations may also require a tax ID or similar identification for customs clearance; our support team will contact you if needed. Please review our Shipping Policy for details.
Which countries do you deliver to?
Which countries do you deliver to?
We deliver to supported destinations across North America, South America, Europe, Asia, Oceania and Africa. Examples include the United States, Canada, Mexico, Brazil, the United Kingdom, EU countries, Switzerland, Norway, Australia, New Zealand, Japan, Taiwan, Singapore, Malaysia, Thailand, the Philippines, Indonesia, India, the United Arab Emirates and South Africa. Availability varies by destination and delivery address. Enter your address at checkout to confirm the available shipping options; if your destination is not listed, we cannot currently deliver there.
