Al W.
I waited over three weeks for my…
I waited over three weeks for my delivery status to change from order, I sent 10 emails, it wasn't until I spammed their Instagram they responded, their messages via insta didn't make sense, hugely disappointing looks high end and a lot of time and money but terrible service. I have cancelled and I am waiting for a refund, they don't seem to know how it works two minutes after they have supposedly refunded they asked if I have received yet, payments typically take 2-5 days to clear and they don't seem to be aware of that. So no refund yet, but I've involved my bank now.
Response from hugbelOct 9, 2025
Dear Al, We’re genuinely sorry for the inconvenience you experienced and completely understand your frustration. Your refund was processed in full right after we discussed the situation, and as mentioned, it may take a few business days for banks to finalize the transaction. Unfortunately, your order was caught in a rare logistics delay that affected a small batch of shipments. As soon as we identified the issue, we reached out by email, explained the reason, and arranged your refund immediately once you reached out. While this situation was not typical of our service, we take full responsibility for the communication gaps and have since improved our tracking and support systems. Our goal is always to provide both beautiful products and a smooth, reliable experience — and when something goes wrong, we act quickly to make it right. Thank you for your understanding and for giving us the opportunity to resolve this. Team Hugbel