FAQs

Hug Me Hug Me is a little world of playful accessories, soft details, and everyday pieces designed to make you smile.

We believe cute things can still be thoughtfully made, carefully finished, and meant to last.

We are a small independent business based in New Jersey, USA.

Cute does not have to mean cheaply made.

We believe playful designs deserve thoughtful craftsmanship, too. We carefully select materials, construction, hardware, and finishing details so each piece feels as good as it looks.

Our products are designed to be meant to love and meant to last, not just worn for a season.

Every Jellykin bag is handmade after your order is placed rather than mass-produced and stored in large quantities.

Making each piece to order allows us to spend more time on the details, offer more unique colors and designs, and avoid unnecessary overproduction.

Your bag is made especially for you—not simply pulled from a warehouse shelf.

After your order is placed:

1. Your order is confirmed and added to our production schedule.
2. The materials for your selected style and color are prepared.
3. Your bag is cut, assembled, stitched, and finished by hand.
4. Each piece goes through a quality check.
5. Your order is carefully packed and shipped.

Our current production time is approximately 2–5 weeks before shipping.

This timeframe covers production only and does not include delivery time. Once your order ships, you will receive a confirmation email with tracking information.

Each bag is made individually, and every stage takes time—from preparing and cutting the materials to stitching, assembling, finishing, inspecting, and packing.

We would rather take the time to make fewer pieces thoughtfully than rush something we are not proud to send.

Yes. Every Jellykin bag is individually handcrafted and inspected before shipping.

Small variations in texture, stitching, shape, or placement may occur. These subtle differences are part of what makes each handmade piece unique.

Materials vary by style and are always listed on the individual product page.

Whenever a design uses leather, we use real leather, including genuine, full-grain, or top-grain leather depending on the style—not PU made to imitate real leather.

We choose materials for their look, feel, structure, and ability to wear beautifully over time.

We do our best to photograph every product accurately. However, colors may appear slightly different depending on your screen, lighting, and device settings.

Handmade pieces and natural leather may also have subtle variations in grain, texture, stitching, and finish.

Store your bag in a cool, dry place and avoid prolonged exposure to moisture, direct sunlight, high heat, and rough surfaces.

Gently remove dust with a soft, dry cloth. For leather styles, avoid alcohol-based cleaners and test any leather-care product on a discreet area first.

Please refer to the Materials & Care section on the individual product page for style-specific instructions.

Sometimes. Some colors return, while others may be limited or retired permanently.

Join our email list or follow us on social media for restocks, new colors, and future releases.

You will receive an order confirmation email shortly after checkout.

Made-to-order items will then enter production. Once your order is complete and on its way, you will receive a shipping confirmation email with tracking information.

We currently send an order confirmation and a shipping confirmation rather than updates at every production stage.

You are always welcome to contact us if you have a question about the status of your order.

Orders may be cancelled within 24 hours of purchase.

Once production has begun, made-to-order items can no longer be cancelled because work on your piece has already started.

Please contact us as soon as possible at help@hugmehugme.com.

If production or shipping has not started, we will do our best to help. Once production begins, product details may no longer be changed.

Yes. Unless otherwise arranged, items in the same order may ship together once all pieces are ready.

This means a ready-to-ship item may wait for a made-to-order item before the full order is dispatched.

Made-to-order Jellykin bags usually ship after the stated 3–5 week production period.

Processing times for other products are listed on their individual product pages.

Estimated delivery times after shipment are:

• United States: 2–7 business days
• Canada: 5–10 business days
• International: 7–20 business days

These are estimates and may be affected by the carrier, customs, weather, or other circumstances outside our control.

For complete details, please review our Shipping Policy.

Yes. Available destinations, shipping methods, and final pricing are shown at checkout.

For eligible international destinations, applicable duties and taxes are included in the price shown at checkout.

You will receive a shipping confirmation email with tracking information as soon as your order is on the way.

Please check your spam or promotions folder if you do not see it in your inbox.

Please check around the delivery location, with household members, neighbors, your building’s front desk, or mailroom first.

Carriers may occasionally mark a package as delivered shortly before it arrives. If it is still missing, contact us at help@hugmehugme.com.

Because every Jellykin bag is handmade and made to order, we do not accept returns or exchanges for change of mind, incorrect color selection, or other non-quality-related reasons.

For complete details, please review our Return Policy.

Please contact us within 14 days of delivery at help@hugmehugme.com.

Please include:

• Your order number
• Photos of the item and packaging
• A brief description of the issue

We will review the issue and make it right as quickly as possible.

Approved refunds are issued to the original payment method within 10 business days.

Your bank or credit card provider may need additional time to process and post the refund.

Fill out our contact form or email us at help@hugmehugme.com.

We are a small team and read every message ourselves.