FAQs

Got any questions? Then you’ve come to the right place. Take a look at the most common questions and answers here, and if you can’t find what you’re looking for then feel free to reach us by email: info@thebunnyhug.com.

WHAT IS THE BUNNYHUG?

The BunnyHug is a specially designed, double-layered, oversized wearable hooded blanket made with the utmost care. It is a premium product created for winter snuggling – And it will keep you warm too. While you would normally use a blanket on your couch to combat the cold, the BunnyHug is much better solution.

For more details, please check our page About BunnyHug.

FUN FACT: Did you know that bunnyhug is a Canadian slang term from 1978 that refers to a hooded sweatshirt with a big front pocket?

WHAT IS THE SIZE OF THE BUNNYHUG?

The BunnyHug is an extra-large blanket hoodie similar to a 6XL in size. With a length of 52" (130 cm) including the hood and a width of 79" (200 cm) at the waist, the BunnyHug blanket hoodie is one of the longest and widest on the market.

IS IT MACHINE WASHABLE?

Yes. Simply place your BunnyHug in the washing machine on a gentle cycle. In order to preserve the softness of its fabrics, please wash it at or below 30°C with a very mild detergent (approved for wool).

For more details, please check our page Wash & Care Instructions.

WILL I RECEIVE THE SAME PRODUCT I SEE ON THE PHOTO?

Yes. Our products looks the same as the images displayed on our website pages. We are aware that buyers are naturally skeptical of any product claims made by the seller or manufacturer. That is the reason why our images are made by professional photographers in order to provide our customers high-quality images of the BunnyHug™ products. We shoot the product from multiple angles so you can see the products from different perspectives. We provide detailed images and videos on our product pages and About BunnyHug page to give shoppers a closer look at specific product features. Lastly, we write product descriptions to help customers understand our products. We work hard to update our website descriptions and images as soon as we aware of noticeable variations in our products that customers may find unacceptable.

WHAT PAYMENT METHODS CAN I USE TO MAKE PURCHASES?

We offer the following payment methods:

▪️ Credit card payments: VISA, MasterCard and many more. We use Shopify payment gateway. It is known for its focus on security, PCI compliancy and simple system.

▪️ PayPal

We're always looking for new payment methods that are most convenient for you. If there's a method that we don't currently support that you would like to see, let us know.

WHY WAS MY CREDIT CARD DECLINED?

Your card may have been declined for one of the following reasons:
▪️ The card may be expired: check that your card is not past its expiry date.
▪️ You may have reached the card limit: check with your bank that the card has not exceeded the limit amount for purchases.
▪️ You may have entered something incorrectly: check that you have correctly filled in all the necessary fields.

IS IT SAFE TO USE MY CREDIT CARD ON THE BUNNYHUG WEBSITE?

Yes, the information is transmitted safely with SSL encryption. Only Safe Electronic Commerce (SEC) transactions will be accepted for payments using Visa and Mastercard. After verifying that the card is secured under the SEC system, the system will contact the card's issuing bank so that the buyer can authorise the purchase. When the bank confirms authenticity, the card will be charged. Otherwise, the order will be cancelled.

WHAT ARE DELIVERY COSTS & HOW DOES SHIPPING WORK?

▪️ Delivery is FREE for all listed countries, and the price includes VAT, as well as the price of product packaging.

▪️ The BunnyHug products are shipped from our Croatian-based warehouse in Zagreb to locations within the EU via reliable DPD Group (DPD). You can expect your parcel within 1-8 business days, depending on where you reside.

Please take a look at the list below where you can find the list of the countries we deliver our products and the delivery time for each EU country:

Austria	2-5 days
Belgium	5-6 days
Bulgaria	4-5 days
Croatia	2-3 days
Czech Republic	4-5 days
Denmark	6-7 days
Estonia	5-6 days
Finland	7-8 days
France	6-7 days
Germany	6-7 days
Hungary	2-3 days
Ireland	6-7 days
Italy	4-5 days
Latvia	4-5 days
Lithuania	4-5 days
Luxembourg	5-6 days
Netherlands	5-6 days
Poland	4-5 days
Portugal	5-7 days
Slovakia	4-5 days
Slovenia	2-3 days
Spain	5-7 days
Sweden	5-7 days
Switzerland	4-5 days

We are always working to expand our shipping destinations. So stay tuned.

When we ship your order, we will provide you with tracking details. Your singature will be required upon delivery. If your order does not arrive within 10 business days, please contact us so that we can follow up with the courier.

For more details, please check our page Shipping Information.

HOW TO BUY?

Shopping at thebunnyhug.com is very simple.

You just have to follow these steps:
01. Choose the "Our product" section.
02. Display the product(s) that interest you.
03. Select your favourite BunnyHug and add the item to your Shopping Cart. You can then choose to continue shopping or process the order. To process your order, click on your Shopping Cart.
04. If you want to continue shopping, repeat the process; when you are finished click on "Shopping cart" and then on "Process order."
05. Once you’ve entered your information, check that it’s correct and click "Confirm." Make sure the shipping and billing addresses are correct.
06. Select a payment method: VISA, MasterCard, PayPal.

DO I HAVE TO VERIFY MY PURCHASE?

With the new European PSD2 payment regulations, credit and debit card purchases may require verification. This verification is normally done through your bank’s app or through a temporary code. If you cannot process your purchase, contact our Customer Service team.

HOW CAN I MAKE SURE MY PURCHASE WAS MADE CORRECTLY?

When you purchase from our online store, a message will appear stating your order number and confirmation that the purchase has been successfully completed. You will also be sent a confirmation e-mail to the address you stated when you made the purchase containing the details of the order placed. If you do not receive the e-mail, contact us: info@thebunnyhug.com

I HAVE NOT RECEIVED THE ORDER CONFIRMATION E-MAIL. HAS MY ORDER BEEN PROCESSED?

If you have not received the confirmation e-mail but you saw the message containing your confirmed order number in the online store and you have been charged, you can be certain that your order has been successfully processed. The reason you have not received the e-mail may be that there is an error in the address, the e-mail has been mistakenly sent to your spam folder or there has been a computer problem on our side when sending the confirmation e-mail. You can contact us at info@thebunnyhug.com and we will personally confirm your order status. You will receive your order without any problems.

CAN I GET AN INVOICE IN MY COMPANY'S NAME?

To obtain an invoice for your order, write to info@thebunnyhug.com, stating your full invoicing details, the number of the order you placed and the e-mail address you want the invoice to be sent to. You will receive the invoice by e-mail within a few days.

IS MY PERSONAL INFORMATION CONFIDENTIAL?

All the information you share with us is private and confidential within The BunnyHug Ltd and used to draw up, fulfil and carry out the purchase, attend to requests and provide you with information about products. Get all the details in our Privacy Policy.

HOW DO I USE A DISCOUNT CODE?

We occasionally give out promotional codes as part of specific offers. Please add the discount code while checking out. We allow only one coupon per transaction.

CAN I CANCEL AN ORDER AFTER I WENT THROUGH ENTIRE CHECKOUT PROCESS?

Our automatic checkout system immediately sends your order through to our fulfilment partner. It’s this system that allows for such quick delivery to our customers. However, if you do not need to change or cancel an order, please email us immediately. Make sure to include CHANGE or CANCEL in the subject line and we will do our best to carry out your request. We can not guarantee a change of order after an order has been placed so please select your items carefully.

WHAT IF SOMETHING IS WRONG WITH MY BUNNYHUG?

We are very comfort in the quality of our product – That’s why we’re sure you will love your BunnyHug. However, if you find any issue, we do offer a 14-day return policy. Just send it back to our warehouse and we will refund your payment.*

To initiate a BunnyHug return, please email our team at info@thebunnyhug.com with your name and order number as well as the reason you wish to return your BunnyHug.

*The product must be returned in an unused condition with the backpack and bow that it arrives in.

For more details, please check our page Returns Policy.

WHAT SHOULD I DO IF I RECEIVE AN INCORRET ITEM?

If you were to, accidentally, receive an item that you did not order, please contact our customer service: info@thebunnyhug.com

WILL YOU RESTOCK ITEMS THAT ARE MARKET AS "SOLD OUT"?

If an item is sold out, you can request that we notify you when it is back in stock. If it becomes available again within 15 days we will send you an e-mail to let you know. If there is no more stock, we will remove it from the website.

IS THE BUNNYHUG OVERPRICED?

We’ve worked really hard to ensure that the BunnyHug oversized hoodie blanket is worth every penny. Our team meticulousy designed it to meet the highest standards on the market, using the finest materials and doing quality control for the most luxurious comfort. We have worked for months to design a wearable blanket that can be used throughout the year. Our pricing includes a value-added tax (VAT), as well as the costs of packing and delivery.

BunnyHug wearable blanket will not only make you happy but you will also be surprised about its high quality and unbeatable comfort. BunnyHug™ is more than just an online store – we are brand with a community of satisfied customers and fans.

IS IT POSSIBLE TO RECEIVE REGULAR INFORMATION VIA E-MAIL WITH THE LATEST BUNNYHUG ITEMS AND OFFERS?

Yes. You just have to subscribe to the BunnyHug newsletter by filling in the form that appears at the bottom of the homepage, and you will receive information about the latest BunnyHug items, articles, discounts and events.

CUSTOMER CARE & FEEDBACK

▪️ Customer care is at the heart of our company, by giving you the most positive experience. We are dedicated to helping our customers with whatever questions they may have. If we have missed any information, or you have find any issue, please contact us by email: info@thebunnyhug.com. Please leave your details and we will do our best to contact you as soon as a consultant becomes available.

▪️ We would also like to hear from you and get a feedback after purchasing our product. Your feedback will help us improve our services. Or just simply leave a comment or suggestion. Your opinion is very important to us. Please note, our customer service team works Monday - Friday. If messaged within those days, we will reply within 24 hours. Thank you for your patience!