Find quick answers to your questions about shipping, products, returns, and orders.
🚚 Shipping & Delivery
Do you ship internationally?
Yes! Hugo Knives™ proudly offers reliable worldwide shipping to serve our international community of culinary enthusiasts.
How long will it take to receive my order?
Our delivery timeframe consists of two parts: order processing and transit time.
- Order Processing: All orders require 1–2 business days for preparation, inspection, and packaging prior to dispatch.
- United Kingdom Deliveries: 2–5 business days transit time.
- United States, Canada & Europe Deliveries: 6–8 business days transit time.
- Rest of the World: 10–15 business days transit time.
Which shipping carriers do you use?
We dispatch shipments from our fulfillment centers using trusted global logistics networks, including DHL, USPS, and established local postal courier services depending on your destination country.
Will I receive tracking information?
Yes. Once your package has been handed over to the courier, an automated email containing your tracking number and tracking links will be sent to you immediately so you can monitor your shipment end-to-end.
🔪 Product & Quality
What kind of products do you specialize in?
Hugo Knives™ specializes exclusively in premium kitchen cutlery. Our collections are custom-selected to meet the high standards of professional chefs, culinary students, and passionate home cooks.
Are your knives safe and durable?
Absolutely. All our knives are forged and crafted using high-grade materials to guarantee maximum edge retention, robust durability, and balanced ergonomic handling for a safe, precise cooking experience.
🔁 Returns, Refunds & Exchanges
Can I return my item?
Yes, we offer a 30-day return policy. Items must be unused, in their original condition, and contained within the original factory packaging to be eligible for a return. We also fully accept returns, replacements, or refunds for any items that arrive damaged, defective, or incorrect.
Who covers the return shipping costs?
- Our Responsibility: If the return is due to an error on our part (e.g., damaged, defective, or incorrect product delivered), Hugo Knives™ covers 100% of the return shipping expenses.
- Customer Responsibility: For general returns based on personal preference or change of mind, the customer is responsible for covering the return courier costs.
How do I request a refund?
To initiate a return, please email us at contact@hugoknives.com. Once your returned parcel is received and inspected at our facility, an approved refund will be processed back to your original payment method within 5 business days.
What should I do if my order hasn’t arrived?
If your shipment exceeds our stated maximum delivery timeframe, please contact our support team immediately. We will investigate the transit status with the carrier and arrange a prompt replacement or a full refund if the package is deemed lost.
📦 Order Modifications & Cancellations
Can I cancel or change my order?
Yes, you can request a cancellation or change within a strict window of 12 hours from the time of purchase. After 12 hours, orders enter our automated fulfillment queue and cannot be altered or stopped.
I canceled my order — can I reactivate it?
No, once an order is officially canceled and refunded, it cannot be reversed. You will need to place a brand new order on our website.
How will I know if my order was successfully canceled?
You will receive a formal Cancellation Confirmation Email listing your order details and refund confirmation immediately after our support team completes your request.
💬 Customer Support
How can I get in touch with Hugo Knives™?
We are always here to help you. You can reach our official corporate support via the channels below:
- Customer Support Email: contact@hugoknives.com
- Live Chat: Available directly on our storefront layout during active business hours.
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Corporate Identity & Registered Office:
NIJI KNIVES LTD
Demar House, 14 Church Road, East Wittering, Chichester, West Sussex, England, PO20 8PS.