After placing your order, you will receive instructions explaining how to prepare and send the garment or materials required for your keepsake.

Depending on the options available with your order, you may receive a mailer or shipping label to assist with sending your garment to our studio.

Please follow the garment instructions carefully and ensure your order information is included where requested.

We strongly recommend that all sentimental garments and materials are shipped using a service that provides tracking.

Before sending an item, customers should:

• Confirm that the correct garments have been selected
• Remove valuables or unrelated items from pockets
• Ensure garments are reasonably clean and dry
• Package the items securely
• Retain the tracking information for the shipment

Please do not send original documents, jewelry, money, irreplaceable objects, or items that are not required for your keepsake unless Hugs2Hold has specifically agreed to receive them.

Customers are responsible for ensuring garments are packaged appropriately before being sent to Hugs2Hold.

Hugs2Hold cannot control a package while it is in the possession of a postal service, courier, or other shipping provider.

If tracking shows that a package has not reached us, please contact the carrier responsible for that shipment and contact Hugs2Hold so we can assist where reasonably possible.

Our standard studio build time is generally advertised as approximately1–2 weeks.

The build period begins after we have received:

1. Your completed order;
2. The required garment or materials; and
3. Any customization information required to begin production.

Build times are estimates rather than guaranteed delivery dates.

Complex customization, unusually delicate materials, high seasonal order volume, shipping delays, or circumstances outside our reasonable control may increase production time.

If there is a material problem with the garment you supplied that prevents us from proceeding, we will contact you.

Once completed, your keepsake will be carefully packaged and shipped to the delivery address supplied with your order.

Where applicable, remaining garment material will be returned with your completed order in accordance with the options selected or instructions provided for your order.

Any applicable shipping costs will be displayed during checkout or communicated before the relevant shipment is processed.

Customers are responsible for ensuring that their delivery address is complete and accurate.

Where tracking is available, shipment information may be provided after your completed keepsake has been dispatched.

Once a carrier records an order as delivered, responsibility for protecting the package from theft, weather, or other loss at the delivery location passes to the recipient to the extent permitted by law.

If your shipment appears lost or damaged in transit, contact us athello@hugs2hold.com as soon as reasonably possible.

Hugs2Hold keepsakes are individually made or personalized for each customer.

Many products are also created using customer-supplied garments that cannot be returned to their original condition after cutting and production begins.

For this reason, completed custom or personalized keepsakes generally cannot be returned or refunded simply because a customer changes their mind.

This does not affect any rights you may have under applicable law if a product is defective, damaged, or materially different from what was ordered.

If you need to cancel an order, contact us as soon as possible athello@hugs2hold.com.

If production has not begun and the customer’s garment has not been altered, we may be able to cancel the order and issue an appropriate refund.

Once cutting, embroidery, sewing, customization, or other production work has begun, cancellation or a full refund may no longer be possible because the product is being created specifically for you.

Any decision regarding a partial refund will take into account work already completed, customization already performed, materials used, and costs already incurred.

If you need to change embroidery wording, dates, colors, garment instructions, shipping information, or other customization details, contact us immediately.

We will make reasonable efforts to accommodate changes before production reaches the relevant stage.

We cannot guarantee that changes can be made after work has begun.

Customers are responsible for checking names, dates, spelling, and other personalization information before submitting an order.

If you receive a keepsake that:

• Was damaged during shipment;
• Has a manufacturing defect;
• Contains an error caused by Hugs2Hold; or
• Is materially inconsistent with the customization you ordered;

please contact us promptly and include:

• Your order number
• Your name and email address
• A description of the issue
• Clear photographs where appropriate

We will review the issue and determine an appropriate resolution, which may include repair, correction, replacement, or refund where appropriate.

Every Hugs2Hold product is individually handcrafted.

Small variations in:

• Stitch placement
• Fabric positioning
• Pattern alignment
• Shape
• Stuffing
• Color appearance
• Embroidery placement

may occur as part of the handmade process.

When working with previously worn, vintage, stretched, thin, textured, or delicate customer-supplied materials, the finished appearance will also depend on the nature and condition of the original garment.

Minor handmade variations are not considered defects.

Hugs2Hold offers free lifetime repairs for qualifying stitch or seam issues that develop through normal use.

Please contact us before sending a keepsake back for repair so that we can provide instructions.

The repair commitment does not automatically cover replacement of lost items, intentional damage, severe misuse, damage caused by pets, fire, water, improper cleaning, unauthorized alterations, or damage that cannot reasonably be repaired because suitable original material is no longer available.

Shipping arrangements associated with a repair will be confirmed when the repair request is reviewed.

We recognize that many garments sent to Hugs2Hold are irreplaceable.

Our studio will take reasonable care when handling materials entrusted to us. However, the transformation of a garment into a keepsake necessarily involves cutting, sewing, alteration, and permanent modification.

By submitting garments for an order, you authorize Hugs2Hold to cut and alter those materials as reasonably necessary to create the product you ordered.

Customers should not send an item unless they are comfortable with it being permanently transformed.

Questions regarding shipping, cancellations, refunds, repairs, or an existing order can be sent to:

Hugs2Hold Studio
Raleigh, North Carolina, USA
Email:hello@hugs2hold.com
Phone: (201) 898-8585