FAQ

We are based in Suffolk, UK, however we work with multiple production partners across 26 countries allowing us to ship our products worldwide.

The best way to contact us is via email at info@honeyandhugo.com

Yes! We offer gift cards up to a maximum value of £200. Gift cards are sent via email.

Once your order has shipped you will receive an email with tracking details. If you haven't received a shipping update please get in touch so we can look into this.

Orders are usually processed within 24 hours so please get in touch as soon as possible if you need to make any changes.

Sometimes we send packages separately so you don't have to wait too long for everything due to different production times. We may also ship your order from different warehouses in order to expedite shipping.

Yes, we prioritise the security of your payment information. We use industry-standard encryption and secure protocols to protect your data during transactions.

Taxes and fees, if applicable, are calculated based on your location and the type of products purchased. The total amount including taxes and fees will be displayed during the checkout process.

Double check that the entered information is correct. If the issue persists, contact your payment provider or choose an alternative payment method.

We accept various payment methods, including credit/debit cards, PayPal, Apple Pay, Shop Pay and Google Pay.

We currently only offer a standard shipping service of 3-5 working days.

Yes! We work with various production partners across the world so we're able to offer worldwide shipping on all our products.

Unfortunately, we cannot change the shipping address once an order has been processed. Please get in touch as soon as possible if you need to make any changes.

In the rare event that your panel is lost or damaged during transit, please contact our customer service team so we can look into this for you.

We have a 30-day return policy. In case of a damaged product, manufacturing error or incorrect item received, get in touch within 30 days from receiving your order to be eligible for a refund. Returns are not supported if you ordered the wrong size, color, or simply changed your mind.  

Please get in touch with us via email at info@honeyandhugo.com

We'll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We cannot offer refunds on custom or personalised orders unless the item is faulty.

If you receive a damaged or faulty item please contact our customer service team with pictures of the defective item and we will be happy to send out a replacement.

If a refund has been approved you'll be automatically refunded on your original payment method.

Yes! Whether you have a pet rabbit, cat, bird, horse or even want a drawing of your favourite animal we cover it all!

Our custom pet portraits are digitally drawn by a real artist. We do not use any photoshop or AI apps to create your artwork.

Yes! Once your portrait is complete we will email you a preview to ensure you're happy.

We will happily make any changes to your portrait such as colouring of your pet, sizing of eyes and ears or the font style. We cannot make changes to the positioning of your pet.

If you're not sure you have a suitable photo of your pet, you can check our handy photo guide.

If after viewing the guide you're still not sure, send us an email and our team will be happy to help.