frequently asked questions

All available products can be ordered and paid for in our online shop. You can also order by using our contact form and then pay by bank transfer if you prefer. Payment details will be given when you order.

If you would like to pay by Cash on Collection, go through 'Checkout' and in the 'In-Person Pickup box, type your details.  On the following page, you will be asked your payment method. Please select 'Offline Purchase' (at the foot of page)  

Orders are usually dispatched within 3 days.  If the item is out of stock we will email to let you know the expected delivery date.  Shipping within the UK is charged at £3.95 per order, outside the UK please email first for cost.  If the order exceeds 2kg it may be sent by courier. The delivery aim of all these services is 3 working days from dispatch.  If your order is over the value of £30, postage and packaging is currently free of charge.

All online payments are taken securely via PayPal or Stripe. You do not need a PayPal account to make a purchase. Your contact details will only ever be used by us in relation to your purchase. If you would like to receive news/updates/offers please subscribe to the mailing list. 
You may order over the phone or via email. Payment will be by bank transfer and will be arranged with you at the time of ordering.

Hug's website and Online Store has an up to date SSL certificate which means that your details and payments are secure.  Look for the padlock in your internet browser.

Yes, all Hug’s Aromatherapy are both vegan and vegetarian. As we understand it, to be vegan a product must not contain any substances of animal origin.  To be vegetarian the product must not contain any substance of animal origin which involved the slaughtering of the animal. Beeswax is a good example to use. This is not acceptable in vegan products as its animal origin. It's fine in vegetarian products because the bees are not killed.

Hyaluronic Acid (sodium hyaluronate) is in the Day & Night cream and Day & Night Oil. Hug uses a vegetable source (its ecocert and soil association approved and comes from the supplier with the documentation to show this) so is acceptable to vegans. 

Collagen is commonly soured from cows or fish. Hug uses an alternative made from plant cells which mimics the action of collagen. Hence it's called pseudo-collagen. This is also in the Hug Facial Day & Night Cream and the Hug Facial Day & Night Oil. 

For any product to be sold it has to have undergone cosmetic safety testing according to Cosmetic Safety Regulations. Every hug Aromatherapy product has a cosmetic safety product report and is registered on the cosmetic notification portal. If its not safe for intended purpose then it will not pass the safety assessment and will not be produced

Efficacy in terms of preservative has to be proven by a micro challenge test.  Any water-based hug aromatherapy product (e.g. hug Day & Night Cream or hug Day and Night Oil) will have undergone this test and has a certificate to prove the preservative system is efficient.

Individual ingredients in some of hug’s aromatherapy products have clinical data. We can provide this if required.

Yes and No.   If we receive cleaned bottles for re-use we can offer a discount on your next order although the discount is quite small, just the cost of the bottle or jar. We haven’t found a cost effective way for online shoppers to return glassware. Its the cost of postage against the value of the glassware. However, if you would like to return the bottles to us in person at our clinics or at a fair / market we will provide a discount on your next purchase. If neither of these is an option, then please use your local glass recycling facility.

Hug have made a conscious decision not to purchase unnecessary branded packaging and cellophane.  We like to keep it simple, so instead of increasing product costs and disposable waste by placing them items in fancy boxes we:

• use cotton bags to package our products
• we re-use bubble wrap and other packaging fillers (where possible) from our supplier shipments in your parcels

• we keep your prices lower

....and we send you a big “hug” in our parcels when you order from us 💕  .

Hug Aromatherapy team have tried to make a good shampoo bar although we have been unsuccessful to date. Customers who use shampoo bars have told us that shampoo bars are ok initially but then their hair becomes lank/dull, so they return to liquid hair products.

If you are interested in a hug shampoo and conditioner, please let us know. This product is under development.

Hug's terms and conditions of sale are available here - Terms and Conditions.