Shipping costs and customs fees are not included in the price. All orders are shipped with registered international mail service. Shipping rates do not include insurance. If you wish to add insurance, please inform BUG HUG, in writing to info@bughug.com, when you order. 

Information for orders outside the EU
Customs or other fees may apply to your application once it arrives in your country.
BUG HUG cannot predict how you are NOT responsible for paying those additional costs or customs procedures. BUG HUG recommends that you contact your local customs office for additional information. 

If an order is declined due to unexpected additional charges, BUG HUG reserves the right to charge shipping costs in both directions, as well as any additional charges that may occur.

Shipping costs

Portugal (Mainland and Islands)

5,00 €                              

3 to 5 business days

EU 

15,00 €                            

3 to 5 business days

Other European Countries

24,00 €                            

3 to 6 business days

USA & Canada                                    

18,00 €                            

4 to 8 business days

Japan, Hong Kong, South Korea, Australia, New Zealand

26,00 €                            

4 to 8 business days

Rest of the world

32,00 €                            

4 to 8 business days

Free shipping on all orders over € 200

Delivery times
BUG HUG does not guarantee delivery deadlines, indicated above, during promotions, balances, Christmas and stockout periods.
BUG HUG shall not be liable for any breach, or delay in performance, of any obligation due, due to delays in payment authorizations, customs clearance or other force majeure events beyond its control.
A delivery is considered done with the signature of the delivery receipt at the agreed upon address. In order to receive the order, it is necessary to guarantee presence at the delivery address.
Delivery address may not be the billing address. Enter in the checkout process where you want to receive your order.

Extra Duties and Charges
For all countries within the European Union (EU), prices include VAT at the rate of 23%. Customers outside the European Union (EU) will have the VAT rate removed in the checkout process.
Orders for countries outside the European Union (EU) may be subject to VAT, import duties and / or taxes, which are charged when the order arrives in your country. We ship your order according to Incoterm Delivered Duty Unpaid (DDU), which means that we do not collect VAT, fees and / or taxes on orders for countries outside the EU and we cannot predict what your specific charges might be. If you incur any additional charges, they must be processed in order for your order to be cleared at customs.

Please contact your local customs office for more information.

Returns, Refunds and Exchanges
For 14 days after delivery of your order, you can request the exchange or refund of the items, which must be returned in perfect condition, unused, accompanied by the original invoice.

Returns will only be accepted by BUG HUG if:
. the original labels are still attached to each product;
. the products have not been washed and used;
. the products retain their original characteristics and have not been tampered with;

Please note that you are responsible for the returned product (s) until it arrives at us. BUG HUG will not compensate for returned packages lost in the return freight. You are advised to send the package with an order number so that it can be tracked.
Shipping charges for returned goods are paid by the customer. Any shipping or customs fees you may incur when returning the products are the responsibility of the customer.
Refunds are made using the same payment method you used in the initial transaction, unless otherwise agreed by the customer. BUG HUG may retain the refund until it has received the returned goods.
In the case of an exchange, BUG HUG will not charge any additional fees for sending the new items.
Whether it is a return or an exchange, the customer is advised to enter their customer area on the site, in their order history and once inside the order indicate which process they wish to carry out.

How to make a return
When making a return, be sure to clearly mark your return shipping as "return of goods" on any customs or postal form and also on the outside of the package.
A return form will be attached to all your orders so that you can return the products. Please be sure to complete and attach the return form when returning something to us. If you have not received one, you can get a new one in your customer area.
If you wish to return all or part of the order, we will refund the amount you paid (excluding shipping costs). For the European Community (EC) countries, VAT will be included in the refund.
Refunds of returned goods will be made as soon as possible, no later than 30 days after the return of the product, to the original purchaser's credit / debit card used for the order in question.
Please note that additional duties and / or taxes will not be refunded. Neither shipping costs. Also note that any additional duties, taxes or any additional costs you may incur will not be refunded by BUG HUG.
All exchanges are subject to stock availability.
We exchange the products that are returned to us within 14 days of receipt. In the event of an exchange, please contact us as soon as possible to reserve another product/size. When exchange products are received, new items will be shipped immediately.
As with Returns and Refunds, also in case of exchange, any additional fees, taxes or any additional charge you may have, will not be refunded by BUG HUG.

Returns and Exchanges must be sent to the following address:

Bug Hug
Ana Sofia Fernandes dos Santos
Rua Gonçalo Cristóvão nº312 2ºA
4000-266 Porto - Portugal

Damaged in Transit / Defective Products
Returns of defective products will only be accepted if the goods are defective when delivered to the customer. The BUG HUG team strives to check any defects in your order before sending it to you.
All products returned as defective will be inspected upon receipt and any products deemed to be subject to wear will not be accepted as defective.
If you wish to receive a replacement, please make your request clear when contacting us at info@bughug.com about the failure.
Defective products will be exchanged for the same type of product in the same size, subject to stock availability.
Defective goods returns must be made to us within 14 days after they are received by you.
Refunds for defective products will take place as soon as possible, period of 30 days after receipt of returned products.
If we cannot offer you a replacement, you will have the option to receive a credit note or credit / debit card refund from the original purchaser used for the order in question in the value of the product at the time of purchase and any shipping costs incurred.

Returns and Exchanges of products on sale
Please note, that all sales of products on sale (those with a reduced price) are final. No exchange, credit note or refund will be offered against purchases of balance products and refund, exchange and return terms will not apply.

Porto, July 2018