Help

 

I can't remember my password?

Go to the Login page and simply click 'I have forgotten my password', enter the email address you registered to your account. Once you have done this a new, temporary, password will be emailed to you.You can change your password at anytime within your Huggler account.

Can I create products using my iPad, tablet, or mobile phone?

Unfortunately our product builder does not support these platforms at present, but we are working on it. Remember, you can buy now and create later with our product vouchers.

I am having problems uploading my photos - what can I do?

In the first instance ensure that you are uploading .jpeg or .jpg format photos. If not then we recommend you open then using standard picture viewing software on your computer (PC users choose 'Windows Picture & Fax Viewer', Mac users choose 'Preview'), Save them in the correct .jpg format and then re-upload. If your photos are already in the correct format and you are having a different issue, please contact our customer service team for assistance. A helpful video explaining in detail how to upload photos to our site can be found here: http://www.youtube.com/watch?v=npiD_EDyTPU

How long will my photo gift take to make?

Each of our photo products have different production times. At most times of the year greeting cards should be dispatched same day, by first class post, if ordered by 2pm. Most other products normally take 2-3 working days in production (with the exception of 100 page books, which can take 3-5 working days), then 3-5 days for UK delivery (7-10 days for international). For specific information on production times, please see the individual product pages.

Can I send my order to another address or to someone else as a present?

Yes. Huggler allows every order placed through our website to be dispatched to multiple addresses. This means that if you place an order for two photobooks and have these them sent to two different addresses!

I am having problems paying for my order what can I do?

If you receive an error message on screen after a short wait, please enter your card details again, making sure that you enter all your details correctly. If you continue to experience problems, please contact our customer service team (help@huggler.com) who will help you complete your order.

Are my details secure?

Here at Huggler.com we are extremely security conscious; and so your personal data is of course secure on our website and we do not share any of your information with 3rd parties. For more information please view our Privacy Policy

I have noticed a mistake, can I change or cancel my creation once I have placed my order?

Once your order has been placed our system starts to prepare if for printing. This means that after confirming your order no changes can be made. We therefore highly recommend to carefully preview your creation, before placing the order.

How do I use a promotional code or a voucher?

Promotional codes and vouchers are entered at the checkout. Please firstly create your photo product and then once this is added to the cart add the code to the box titled 'Enter discount / voucher code'. Once the code is in the box click 'Apply'. This action will apply the code to the cart and will enable the voucher or promotion. Once your promotion or voucher code is applied click on 'Checkout' to continue through the last few stages of your order.

Please note: If your promotion entitles you to a 'Free' product you will still need to complete the checkout process.

What delivery options do you offer?

All of our products are sent via standard Royal Mail delivery. This service is not trackable. We do offer both Worldwide Delivery and First Class Delivery as options on the checkout.

How much does delivery cost?

Standard UK delivery is £3.99, Worldwide £4.99. We also offer First Class UK delivery for £4.99.

Where do you deliver to?

We do not restrict our delivery, nor do we exclude countries from purchasing from us.

My order still hasn't arrived. What can I do?

If you have not received your item within the estimated delivery time (please view our delivery info page for details) we would kindly like to ask you to allow 15 working days (28 working days for International deliveries), before getting in touch. Postal regulations mean that unfortunately we cannot follow up on missing items before that time.

My order has arrived but it is incorrect - What can I do?

We take customer satisfaction very seriously. That is why we made a 100% customer satisfaction promise when we first opened our virtual doors.

It means that if you are unhappy with your order all you need to do is contact us and we will try and make you as happy as we can. Our customer service team know our products better than anyone and they will always be happy to help.

Simply email help@huggler.com with the order number, your name and the problem with the product (photos often help us get to the bottom of things). We'll then do our very best to assist.

Can I track my order?

Orders are not tracked but we will email you when your order has been dispatched.

The website is not working properly - what can I do?

If you are having difficulty or have received an error message,  please contact our customer service who will be happy to help you.

Will all the items in my order be dispatched together?

Some orders may be dispatched in separate packages. This is because some of the items may take less time to produce, which means we can dispatch them quicker.

My promotional code or voucher does not work for me - what can I do?

There are several reasons why your code may not have worked. In the first instance please ensure that the discount has been spelt correctly using the correct case, and check that it has not expired. Finally check that no other discounts have been applied to the cart already as only one can be used at a time.

If the above actions do not resolve the problem, please contact our customer service team who will be happy to help.

I have entered the wrong delivery address for my order - what can I do?

No problem. Although we ask customers to take great care when entering their details, we're only humans and know these things can happen. If contacted in time (prior to dispatch) we are normally able to change the address details. If successful we'll confirm the change with you. Once the order was marked as "dispatched" we will no longer be able to amend any details.

I am creating a product and my photos have a "!" on them.

Whenever you see an exclamation mark (!) in a yellow triangle this means that the image may not be high enough quality for that creation. This does not mean that we will stop you using that photo, simply that we do not advise that you use it as it may appear blurred when printed.

I really like the images used in your product photos. Can you tell me where they are from?

They were taken by a very talented Jersey photographer, named Matt Porteous. For more information, and to get in touch, simply go to www.mattporteousphotos.co.uk.

How can I contact you?

For support queries you can contact us by email at help@huggler.com. We'll usually get back to you within 24 hours (Mon - Fri)