Frequently Asked Questions
🚚 Shipping
Do you ship internationally?
Yes! We offer worldwide shipping on all orders.
How long will it take to receive my order?
🇬🇧 United Kingdom:
- Order preparation: 1–2 business days
- Shipping time: 2–5 business days
🌍 International Orders:
- Europe, USA, Canada : 6–8 business days
- Rest of the world: 10–15 business days
Which carriers do you use?
We ship from our warehouses using trusted carriers such as DHL, USPS, and reliable local delivery partners depending on your location.
Will I receive tracking info?
Yes. Once your order is shipped, you will receive an email with tracking details.
(Some shipping options may have limited tracking.)
🔪 Products
What kind of products do you sell?
Hugo Knives specializes in high-quality kitchen knives, designed for both home cooks and professionals.
Are your knives safe and durable?
Yes. All our knives are made with premium materials to ensure durability, sharpness, and safe handling.
🔁 Returns & Refunds
Can I return my item?
Returns are accepted within 30 days of delivery if the item is unused, in its original condition and packaging.
We also accept returns or exchanges for items that are damaged, defective, or incorrect.
📧 Contact us at: Contact@hugoknives.com
How do I request a refund?
Once your return is received and approved, your refund will be processed to your original payment method within a few business days.
Who pays for return shipping?
- If the issue is our fault (damaged or wrong item), we cover the return shipping
- Otherwise, customers are responsible for return costs
Can I exchange an item?
Yes, exchanges are available for defective, damaged, or incorrect items.Please contact us with photos and details.
What if my order hasn’t arrived?
If your order has not arrived within the estimated delivery timeframe, please contact us to request assistance, a replacement, or a refund.
📦 Orders
Can I cancel or change my order?
Yes, within 12 hours of placing your order.
After that, orders cannot be modified or canceled.
I canceled my order — can I reactivate it?
No. Once canceled, you will need to place a new order.
How will I know my order was successfully canceled?
You will receive a confirmation email once your cancellation is processed.
💬 Customer Support
How can I contact you?
📧 Email: Contact@hugoknives.com
💬 Live Chat: Available during business hours on our website
🏢 Demar House, 14 Church Road, East Wittering, Chichester, West Sussex, England, PO20 8PS.