At HUGO Sales, we take pride in offering premium European fashion that meets your exacting standards. Should any item not meet your expectations, our straightforward returns process ensures your complete satisfaction.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Items must be returned within 15 days of delivery
  • Products must be unworn, unwashed, and in original condition with tags attached
  • Original proof of purchase must be provided
Please note: For hygiene reasons, we cannot accept returns on Underwear & Nightwear and Swimwear unless items are faulty. Face + Body products must be returned unopened in their original packaging.

How to Initiate a Return or Exchange

Follow these simple steps to process your return:

  1. Submit your request by emailing our customer service team at [email protected] using the template below
  2. Wait for authorization – our team will respond within 48 hours with return instructions
  3. Package your items securely in the original packaging if possible
  4. Ship your return using a trackable method to our Lowell address (return shipping is at customer’s expense)

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear HUGO Sales Customer Service, I would like to request a [return/exchange] for my recent purchase (Order #[Your Order Number]). Details of item(s) to be returned: – Product Name: – Size: – Color: – Reason for return: [For exchanges, please specify desired replacement item details] I confirm that the item(s) meet your return eligibility criteria. Please provide return authorization and instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your original payment method will be credited (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges:

  • We will ship your replacement item once the returned product is received
  • You will be responsible for any price difference and additional shipping costs
  • If the desired item is unavailable, we will issue a refund instead

Return Shipping Address

All returns should be sent to:

HUGO Sales Returns
584 Westford Street
Lowell, US 01851

For any questions about our returns policy, please contact our customer service team at [email protected].

We appreciate your trust in HUGO Sales and are committed to ensuring your complete satisfaction with our premium European fashion collections.