Last updated:
\nThe quickest way to reach Ink Hug is email: support@inkhug.shop. We reply within 24 hours on business days (Monday to Friday, excluding US public holidays). Email is our only support channel. That is a deliberate choice: personalized orders involve spellings, dates and photos, and having everything in writing means we can look at your order notes and pictures properly before we answer, and you have a record of what we agreed.
\nIf you prefer a ready-made email with the right subject line, use our Submit a Ticket page. It opens a pre-addressed email for each topic, such as a change to an order, a return or a photo question.
\nOur address is for written correspondence. It is not a shop or showroom, and it is not a returns address. When you return an item, always use the prepaid label we email you, which carries the correct return address for your parcel.
\nA complete first email usually means a complete first answer. Please include:
\nPlease never send card numbers, security codes, passwords or one-time codes by email. We do not need them to help you, and we will never ask for them.
\nMany questions are answered straight away on one of our help pages. This table points you to the right one.
\n| Your question | \nBest page | \nKey fact | \n
|---|---|---|
| Where is my order? | \nOrder Tracking | \nProcessing 1–3 business days, then 7–14 business days in transit | \n
| Can I fix a typo or change the photo? | \nCancel or Change an Order | \nFree changes within 24 hours of ordering | \n
| How do I return something? | \nReturns & Exchanges | \n60 days from delivery, any reason, free return label | \n
| When will I get my money back? | \nRefund Policy | \nWithin 7 days of receiving your return | \n
| Where do you ship, and how long does it take? | \nShipping & Delivery | \nFree to the US, Canada, Australia and New Zealand | \n
| Which size should I choose? | \nSize Guide | \nMeasure the sofa, chair or bed first | \n
| How do I add names and photos? | \nFAQs | \nWrite them in the order notes box at checkout | \n
| How can I pay? | \nPayment Methods | \nOptions are shown at checkout | \n
| What do you do with my photos? | \nPrivacy Policy | \nDeleted 30 days after delivery | \n
If you write from an address that is not the one on your order, include the full name and shipping postcode used at checkout. For changes to an address or a refund, we may ask you to confirm from the original email address, so that only the person who placed the order can change it.
\nYou do not need an order number to write to us. Customers often email before buying to ask:
\nAttach the photo if your question is about one. We will give you an honest answer, including telling you when a photo is not a good fit for the size you had in mind.
\nNot sure how to put it? These short examples cover the most common messages. Copy one, change the details, and send it to support@inkhug.shop.
\nSubject: Change order 1042. Message: “Hello, I ordered a name pillow cover an hour ago. Please print the name as Lucía, with an accent on the i, instead of Lucia. Everything else stays the same. Thank you.”
\nSubject: Photo for order 1042. Message: “Hello, I wrote ‘photo by email’ in my order notes. The attached photo is for the sherpa blanket. Please keep my mother’s face near the center.”
\nSubject: Photo question before ordering. Message: “Hello, I would like this photo on a fleece throw. It was taken indoors in the evening. Is it sharp and bright enough, or would you suggest a pillow instead?”
\nSubject: Return order 1042. Message: “Hello, the fleece blanket arrived safely, but we have decided a pillow would suit better. I would like store credit, please. Could you send me the return label?”
\nSubject: Problem with order 1042. Message: “Hello, the pillow cover arrived with a mark near the zipper. Photos attached of the whole cover and a close-up. I would prefer a reprint.”
\nWe reply within 24 hours on business days. If you have not heard from us after that:
\nOur 24-hour reply time applies on business days, Monday to Friday, excluding US public holidays. In the weeks before Christmas, Valentine’s Day, Mother’s Day and Father’s Day we receive many more questions about delivery dates. We keep the same reply target in those weeks, and the most useful thing you can do is include your order number and your question in the first email, so we can answer without asking for details.
\nIf your question is about whether an order will arrive in time, remember that our processing time is 1–3 business days and transit to the US, Canada, Australia and New Zealand is 7–14 business days. We will always give you an honest view of whether a date is realistic, rather than a promise we cannot keep.
\nIf you received an Ink Hug pillow or blanket as a gift and something is not right, you can write to us too. Include the name on the parcel label and the order number if the buyer has shared it with you. Because the order belongs to the person who bought it, we may need to involve them to arrange a refund, but we will be discreet and will not share more than the order requires. Exchanges for a different size or a corrected spelling can often be arranged with the buyer’s confirmation.
\nTo ask what personal information we hold, to correct it, or to have it deleted, including asking us to delete your photos sooner than our standard 30 days after delivery, email us with the subject “Privacy request” from the address on your order. Our Privacy Policy explains your rights.
\nIf you believe something on our site, or something we printed, uses your copyrighted work or trademark without permission, please follow the steps in our DMCA policy and our Intellectual Property Policy. Sending a complete notice to the address given there helps us act quickly.
\nWe only email from addresses ending in inkhug.shop, and we only take payment through checkout on inkhug.shop. We do not contact customers by phone, text message or social media. If you receive a message that claims to be from Ink Hug and asks for payment, card details or passwords, do not reply. Forward it to support@inkhug.shop so we can warn other customers.
\n| Request | \nOur reply | \nWhat happens next | \n
|---|---|---|
| Any question by email | \nWithin 24 hours on business days | \nWe answer or ask for the detail we need | \n
| Change or cancel within 24 hours of ordering | \nWithin 24 hours on business days | \nChange confirmed, or full refund for a cancellation | \n
| Return request | \nWithin 24 hours on business days | \nFree prepaid return label by email | \n
| Return received | \nEmail confirmation | \nRefund or store credit within 7 days | \n
We also like hearing what worked. If a photo blanket made a grandparent cry happy tears, or a name pillow became a child’s favorite thing, tell us. If something on the site confused you, such as how to write a two-line message in the order notes, tell us that too. We read every message and use the feedback to make our product pages and help pages clearer. We will never publish your words or photos without asking you first.
\nWholesale, press and partnership enquiries can go to the same address with a clear subject line, and we will reply as soon as we can.
\nEvery message we receive is about a gift for someone who matters to you, and we read them with that in mind. Email support@inkhug.shop, and visit the Help Center any time for guides to ordering, shipping and returns.
\n","visible_characters":10206,"meta_description":"Email Ink Hug at support@inkhug.shop. We reply within 24 hours on business days. See what to include, example emails and where to find quick answers.","parent":null,"published_at":"2026-10-29T12:39:03+00:00","updated_at":"2026-10-29T12:39:03+00:00"}}