Hugo & Hudson Limited Reviews 

Love these guys. Excellent updates from placing order to delivery. Superb quality, competitively priced products, well packed and delivered quickly. Will definitely be back again soon 😊

I order from here quite a lot, but the harness this time was way off in sizing, it cost " me" £6 to return tracked, now im awaiting a refund.🥺...

I ordered a matching set from this company and I have to agree the quality and appearance of the items is great

However for kne item unfortunately the sizing was just way off, measurements 5cm too small and not consistent with the size guide. I double checked this and took photographic evidence before opening a case and returning.

I found it frustrating that after returning I was told that the sizing was checked and was correct, as I am completely certain and have the evidence that that assessment is just plain wrong / a lie. Overall this doesn't give me much faith in their understanding of their own products or checking process / fair returns process at all.

They did give a full refund for the item and paid for its return postage - and I didn't have to press for this - but they referred to this as a "goodwill gesture" when it fact it was really the bare minimum required to satisfy my consumer rights.

As they will not issue a replacement for the item I'm left with a choice of buying the larger size up (which might not fit my dog as the sizing is unreliable) at a higher cost and additionally having to pay for postage, or just leaving it now and therefore having an incomplete / mismatched set.

Overall this is just annoying as it defeats the purpose of ordering expensive matched items, and frankly I wish I'd bought my dog accessories somewhere else.

I ordered a collar which stated in came in two widths but not option button just a request so I requested a collar in a wider width as advertised and outlined the width and size required. I had no response at point of order. When the Order arrived it was too thin and not suitable or as requested. I emailed to return, no response! An expensive and useless collar. Really disappointed - company looked good on line but customer service and transparency of products is missing.

This is the second time I have bought from Hugo and Hudson. The coat was received but had a damaged popper. Customer services was excellent, I emailed them photos of the damage and a replacement was dispatched straight away. The replacement fitted Finn who is a Parsons Jack Russell perfectly.

Do not buy from this retailer. Products are ok but customer service and returns process are unacceptable and illegal. Customer lost, and apparently quite a common scenario across our dog walking group

Per title, home page advertises "Easy returns"

1) Pay postage for return
2) Exchanges not offered
3) Manual process. Write the return address on the box, include your order number and reason for return.
4) No way of checking status of return your on their website. Just have to hope they process it within 14 days.

Not my definition of easy. I wouldn't mind if this was advertised up front, but I think it's taking advantage to make me pay 3 lots of postage (once for original delivery, once for return and again to reorder in a different size!)

Products themselves are good quality, shame the customer experience isn't 'premium'!

90%+ of companies nowadays have an automated system of returning items, QR codes etc.

I ordered two dog jumpers. They looked high quality on the website and I measured my dog against the size guide, which suggested he would be size Small. Shipping was sooo speedy so I have to give them credit for that. I had to take one jumper off it's cardboard packaging to try it on my dog, breaking the plastic attachments. It was way too big. Emailed customer support to ask if I could exchange the unopened one for XS, happy to keep the opened one even though it was too big. Was told I could return the jumper at my own cost and they would assess whether their size guide was wrong or not. If it was, they'd issue a refund and I could purchase the smaller size and pay for delivery on top again. Absolutely not worth it for a customer. Now I see lots of reviews mention the size guide being wrong and they don't seem to care. Plus- After one day of wear, the opened jumper has strings loose and is looking very tatty. Label says acrylic and polyester. Not a high quality product at all. Poor experience, will purchase jumpers from a more reputable retailer in future.

I recently purchased three dog puffer jackets as part of a "3 for £30" offer. I returned one of the jackets due to being too big and was told that I am not entitled to a refund unless I also return the other two — otherwise, the remaining items would be charged at full price (£40 for two), leaving no refund due.

At no point during the purchase was this condition made clear to me — not online, not in-store, and not on the receipt. As a result, I am now completely out of pocket for the returned jacket, the jacket itself, and the delivery cost to return. Even if these "terms and conditions" are written somewhere in the fine print, they should be more clear straight away so buyers can make informed decisions before purchasing. Especially with clothing items where you might not get the sizing right on the first try.

I bought some goods from then from Spain and they charged me 35 pounds for the delivery and they didn’t advise me I will have to pay even more for customs. In the end I almost paid 80€ for the delivery with the customs for an order that was 100€. Total with delivery 180€.
My advise: You should never buy from them if you are outside the uk.

I couldn’t be happier with my experience ordering from Hugo & Hudson. The quality of their dog puffer coats is absolutely excellent – really well-made, durable, and stylish. Delivery was impressively quick, which was a great bonus.

What really stood out, though, was the exceptional customer service. After placing my order, I realised I’d missed out on a deal that was running at the time. I reached out to their team, and to my surprise and delight, they went above and beyond by sending me another coat completely free of charge. That kind of thoughtfulness and generosity is so rare these days.

I’ll definitely be recommending Hugo & Hudson to other dog owners – both for the fantastic products and the outstanding service!

On my second purchase from them the experience was horrendous (very happy with previous purchases) when I was trying on the harness on my dog the clip jammed and my dog got panicked as it was a bit small for him we could not undo the clip finally when he struggled the fabric snapped. I returned it back still had labels etc on it . They showed no concern said I did take wrapping but if I did they still would not have change it or refunded. They just dismissed me with excuses …..The thing about a small firm is that you cannot go to management. Sadly I will not use them would have been happy with credit but nothing from them and not worth getting the card provider involved. So be aware a small firm do not handle a client properly a large firm would have used goodwill.

I purchased two puffer jackets for my two dogs. These jackets fit perfectly, great value for money and great quality. The dogs love their jackets

I love this shop, beautiful and high quality products for dogs 🤩

I appreciate a pet supply store that understands my need for convenience.

This store not only offers an extensive selection of pet products but also delivers them promptly and reliably. Always excellent products and excellent value! 😁

I ordered the Grey Checked Herringbone Tweed collar and matching lead - for the prices paid I am very happy with the quality. However, I feel like the messaging of the brand is misleading. Lots of mention of British designs, British heritage etc so it was disappointing to find out their products are manufactured in China on the labels when they arrived. Additionally, for a premium/luxury brand the packaging is AWFUL. Products wrapped up tightly in flimsy plastic, slung into a huge non-branded mailer bag with order details thrown in on scrunched up paper. Such a missed opportunity to create an outstanding customer experience.
We are new dog owners and have had much more impressive experiences with more affordable brands. Unfortunately we are first and last time customers.

After trying to work out sizes which are not all down on web Paige order a snow suit to find it was big and also came apart while trying it on my dog .so I retu it costing me 6.99 and still waiting on a refund or an exchange meanwhile I have no dog coat or money back to order the correct side that comes with the order easily explained in a chart .but on webpage two sizes are missing hence why I have ordered a bigger size not knowing there was a size in between so not happy update : new replacement is on way just waiting to hear about the 6.99 return charge that I thought was unfair as I already paid postage so that's really worked out as over 10 pound

I am extremely disappointed with my experience with Hugo & Hudson Limited, particularly their customer service. I purchased two jackets for my dog, but the sizing was incredibly confusing. I briefly tried both jackets on her, and one seemed to fit initially. However, when I attempted to have her wear it properly, I discovered it was too tight around the neck and caused her discomfort.

I returned both jackets promptly, but Hugo & Hudson is only willing to refund me for one. Their reasoning is that the tags were removed from the second jacket, even though I returned the tags separately (just not attached with a piece of string). The jacket itself was unused and in perfect condition, but they are refusing to refund me for it.

This feels like theft. They are keeping the jacket, which they will likely resell, while expecting me to pay for it. This is completely unacceptable and goes against basic consumer rights. Under the Consumer Rights Act 2015, I am entitled to a refund for items returned within the allowed time frame, unused, and in their original condition—which this jacket was.

I would not recommend Hugo & Hudson Limited to anyone. Their customer service is unhelpful, their policies are unreasonable, and their handling of this situation has been nothing short of frustrating. Save yourself the hassle and shop elsewhere.

1ST AND LAST TIME I WILL ORDER - WISH I WOULD HAVE READ OTHER REVIEWS. Customer Service is awful quite arrogant in their reply's and do not trust their sizing - its incorrect and then they charge you to re order. Size M40 is all different sizes. I have shared my experience on Facebook Dog Groups to avoid others having the same experience.

Their products are all amazing quality.
Bought my dog a new harness at sale price.
Easy to order, quick delivery. Would recommend