Yes! Every item in our shop is 100% handmade with love and care. We do not use factory production. Each piece is crafted individually by hand, ensuring quality and charm in every stitch.

Most HugChums products are made to order, which means we begin crafting your item after you place your order. This helps us ensure each piece is personalized, meaningful, and waste-free.

On average, it takes 1–2 weeks to complete an order. For larger or more complex designs, it may take longer. If your order is time-sensitive or you'd like to check the turnaround time before purchasing, please contact us via the Contact Us page.

We require full payment at the time of ordering. Since each item is custom-made, this allows us to begin the crafting process and secure your spot in our production queue. Your order will not begin until payment is received

Absolutely! We love creating personalized pieces. You can request a different color scheme, slight design changes, or even a custom character. Please contact us before placing the order so we can discuss the details and confirm availability.

Yes, we do! HugChums ships worldwide. Shipping times and fees may vary depending on your location. All shipping details will be shown at checkout.

Feel free to reach out through our Contact Us page. We’ll do our best to respond as soon as possible. For order-specific questions, please include your order number in the message.

Since our items are handmade to order, we typically do not accept cancellations or returns once production has begun. However, if there’s an issue with your order, please reach out to us — we’re here to help and want you to be happy with your HugChums experience.

HugChums plushies are primarily designed as collectible art toys. While they are soft and cuddly, they may contain small parts (like safety eyes or sewn features). Please supervise children under 3 or request embroidered details for a safer option.

Gently spot clean with a damp cloth. Avoid machine washing or drying to keep your HugChum in perfect shape.