Returns information for Hugo & Otto

Hugo & Otto products are handcrafted in England and many items are made specifically to order.

This page provides additional returns information that applies to Hugo & Otto products purchased through Divine Pets and should be read alongside our Returns & Refunds Policy, which applies to all orders placed with Divine Pets.

Standard Products

Standard Hugo & Otto products may be returned in accordance with our Returns & Refunds Policy. Returned products should:

• be returned within the applicable cancellation period; 
• be handled only as necessary to inspect them; 
• include all original packaging, labels and accessories where reasonably possible; and 
• be packaged securely to prevent damage during return transit. 

Customers are responsible for arranging and paying for the return of unwanted items unless the goods are faulty, damaged or incorrectly supplied. Please contact returns@divinepets.co.uk before returning any Hugo & Otto product. We will provide the correct return instructions and return address.

Handmade & Made-to-Order Products

Many Hugo & Otto products are handcrafted after an order is placed and certain items may also be bespoke or manufactured to a customer's specific requirements. Where a product is identified as made to order, personalised or bespoke, it is exempt from the statutory right to cancel under the Consumer Contracts Regulations 2013

Unless faulty or not as described, these products cannot be cancelled or returned once production has commenced. Where applicable, this will be clearly stated on the individual product page before purchase.

Faulty or Damaged Products

If your Hugo & Otto product arrives damaged or you believe it has a manufacturing fault, please contact us as soon as reasonably possible. To help us investigate your claim, please provide:

• your order number; 
• photographs of the product; 
• photographs of the external packaging; 
• photographs of any internal packaging where relevant; and 
• a description of the issue. 

As Hugo & Otto manufactures each product by hand, we may need to share this information with them so they can assess the reported issue and determine the most appropriate resolution. 

Where a manufacturing fault is confirmed, we will arrange an appropriate remedy in accordance with your statutory rights.

Incorrect Items

If you receive an incorrect product, size or colour, please contact us before arranging a return.

We will work with Hugo & Otto to resolve the issue as quickly as possible.

Important Information

Please do not return products directly to Hugo & Otto unless instructed by Divine Pets.

As return arrangements may vary depending on the product and your location, we will provide the correct return address and instructions before any return is made. Returning an item without prior authorisation may delay the processing of your return or refund.

Need Assistance?

If you have any questions regarding a Hugo & Otto order, our Customer Services team will be pleased to help.

Email: returns@divinepets.co.uk