At HUGO Sales, we are committed to delivering premium European fashion to your doorstep with care and efficiency. Our shipping and returns policies are designed to provide you with a seamless shopping experience that matches the quality of our collections.

Shipping Information

We offer worldwide shipping (excluding some Asian regions and remote areas) through trusted carriers to ensure your orders arrive safely and promptly.

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays) after payment confirmation.

Shipping Options

  • Standard Shipping (DHL or FedEx):
    • Delivery within 10-15 business days after dispatch
    • Flat rate of $12.95
    • Includes tracking and insurance
  • Free Shipping (EMS):
    • Delivery within 15-25 business days after dispatch
    • Available for orders over $50
    • Basic tracking included

Please note: Delivery times are estimates and may vary depending on customs processing in your country. Some destinations may require additional delivery time.

Returns & Exchanges

We want you to be completely satisfied with your HUGO Sales purchase. If for any reason you’re not happy with your item, our straightforward returns process ensures a hassle-free experience.

Eligibility Requirements

  • Items must be returned within 15 days of delivery
  • Products must be unworn, unwashed, and in original condition with all tags attached
  • Original proof of purchase must be provided

Important Exceptions:

  • 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 Return an Item

  1. Submit your request by emailing our customer service team at [email protected] using the provided 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

  • Refunds are processed within 5-7 business days after we receive and inspect your return
  • 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

  • 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

Need Assistance?

For any questions about our shipping or 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.