These Conditions of Contract regulate the use of the online shop, for which Alexandra Henkes is legally responsible, hereinafter A Hug. These conditions will be accepted by the parties without reservations, and may be modified at any time and without notice, so it will be the responsibility of the user to read each time you make a purchase, since the conditions in force at the time of conclusion of the contract, will be those that apply.

Applicable regulations

This electronic contract is concluded under Spanish law and specifically under the legal regime imposed by Law 34/2002 on Information Society Services and Electronic Commerce (LSSICE) and by General Law 03/2014 for the Defense of Consumers and Users (LGDCU). 
The electronic contract will not be filed by a third party and the language for its conclusion is Spanish. These general conditions may be stored and reproduced at any time by the user who makes a purchase through the options of your Internet browser, and must be accepted before proceeding to payment of the order.

User Account and Error Correction

In order to make online purchases in this store it is necessary to register by creating a “User Account”. You can register at any time by clicking on the appropriate link, or during the purchase process. Once registered, you will receive an email confirming that the process has been successfully completed and a reminder of the access data.
From the account you will be able to make purchases, check the order history, change your password, modify your personal data, modify the shipping and billing addresses, make comments, and other formalities or formalities related to your purchases.
In addition, at any time, you can access your private account to check personal information and addresses and, if necessary, correct any errors that may have existed in the introduction of data or update them. Shipping and billing addresses may also be corrected or updated throughout the checkout process.
As a User, you can unsubscribe at any time by sending an email from the address you wish to unsubscribe to [email protected], which will lead to the cancellation of your personal data.
In any case, the creation and cancellation of a user account will be governed by the provisions of the Privacy Policy.

Purchase Process

Buying at A Hug is easy and simple, just follow these steps:

1º.- Select the products you wish to purchase from among those offered by A Hug. By clicking on each product, you can access its file, which includes a detailed description with the information, main characteristics and price. If you need more information, do not hesitate to ask us. NOTE: In the case of product cards with a photograph, the products may suffer slight variations in colour or texture with respect to the photograph that appears on the website, due to different factors, for example, the resolution of your monitor. However, we will do our best to ensure that the images are as faithful as possible to reality.

2º: Once you have selected the product(s) you wish to buy, you must press the “Add to Cart” button, and the product will be incorporated into your shopping cart. If you wish, you can continue adding more products to the cart, or proceed directly to payment.

3º – Once the selection of products is finished, a summary will appear identifying the selected article/s. Finally, in order to continue with your order, you must press the “Check Out” button.

4º – As we have indicated in previous sections, when finalizing your purchase, you will have to register, indicating your contact information and address. In your next purchases you will not have to enter your details again, as they will be stored in your User Account.

5º – Finally, you must choose the means of payment for your order from among those offered by A Hug (see next section).

6º – Once the hiring process is finished, we will send you an email detailing the details of the same, as well as proof of purchase or invoice. If you do not receive this email within 24 hours, or if you notice any error in the data entered, please contact us by any of the following means:
Calling 686579725
Notifying you in the “Contact” section of this website
Writing to the email address [email protected]
You can also request a paper invoice by contacting us within 15 days of purchase, and we will send it to you at no additional cost.

Methods of payment

A Hug has a card payment service to make your purchase easier. 
Payment by credit or debit card is made through Stripe’s secure payment gateway. Through this payment method, A Hug never collects or manipulates any customer data relating to their card number. All data are processed directly by Stripe, so that A Hug can always offer the greatest security, transparency and confidentiality in the transaction.
The cards currently supported by the payment gateway are Visa, Mastercard and Maestro, as well as those belonging to the 4B, Red 6000 and Servired networks. If you have any doubt, contact us and we will attend you to clarify any doubt.

Shipping conditions

Shipments will be made to:
– Peninsular Spain
– Balearic Islands
– Canary Islands
– Ceuta and Melilla
– Any country.
The shipment will be made by express courier company. Both the price of postage and delivery time will depend on the shipping area, and you will be shown before finalizing the purchase.
In some cases and depending on the availability of the product (stock shortage), our staff will contact you to give you a solution and to inform you of the delivery time once the selected product is available.

The courier company usually delivers during business hours, so if you have any preference of time for delivery, you can tell us in the commentary of the order and will try to meet (to the extent of the possibilities of route and time of the transport company).

IMPORTANT: We are not responsible for the breach or delay of obligations that are due to causes beyond our control, such as force majeure or fortuitous case. Although most deliveries are made within the specified time, occasionally, delays may occur due to data transcription errors, inclement weather, dates of large volume of orders, etc.. In such a case, please contact us to resolve the issue as soon as possible. In addition, compliance with deadlines also depends on third parties, so we are not responsible for strikes, closures, accidents or other causes of force majeure that prevent compliance with them.

Prices, taxes, fees and tariffs

The prices are expressed in Euros, and are valid except for typographical error. In the event of a manifest error in the fixing of the price that appears in the product file, the price established for that product will prevail in the informative email that we will provide you when we detect the error.
The PVP of the articles with address of shipment to the Peninsula and Balearic Islands includes IVA.

For its part, the PVP of items with shipping address to Canary Islands, Ceuta and Melilla and, in general, any country other than Spain, does not include VAT. The price indicated on each item is the final price of the same for shipments to these CCAA. A Hug will not be responsible for the SAD nor for import duties and taxes (ISPI, IGIC), taxes or duties generated at the customs office of destination, if any.


In A Hug we wish the satisfaction with your order. Therefore, we provide several methods to make the return of an item that may not meet your needs or expectations. Possible cases of return or withdrawal:

A. The product is wrong, has a defect or has been damaged during transport: 

We take great care to ensure that all our items and shipments are in perfect condition. Yes, even so, you will receive an erroneous or defective item, you have 30 days from receipt of the goods to contact us through [email protected] or by calling us at 686579725. Before opening the product, check that the packaging matches the requested: color, size, finish, etc.. If there is any anomaly, also make an immediate claim, before opening the seal or the packaging of it.

When the product has been damaged during transport it is essential that you inform us the same day you receive the goods and that you note the incident on the delivery note of the carrier. 

The products must be returned in such a way that they are protected, including them inside a protective box or bag. Hug provides the buyer with a transport company for the removal of the goods, completely free of charge. If you wish to return the goods with a transport company other than the one proposed by A Hug, and the selected transport company offers higher rates, you will have to assume the difference of the transport cost.

B. Withdrawal:

We don’t want you to keep anything you don’t like, so you can return an item if it doesn’t meet your expectations. Therefore, according to the Consumer Defense Law, you have the right of withdrawal, under which you can return the product.
The exercise of this right of withdrawal must take place within a maximum of 14 calendar days of receipt. You must notify us, via email [email protected], of your decision to withdraw from the purchase made (you can use the following model withdrawal form, if you wish). ATTACH THE WITHDRAWAL FORM AT THE END OF THIS DOCUMENT.

In order to exercise this right, the product must be in perfect condition and retain the original packaging and all parts. In the event that the products do not arrive in perfect condition A Hug reserves the right to pay a lower amount on return, which will be notified to you.

The refund of the amount of the purchase will be made once the state of the goods has been checked, through the same means of payment used in the purchase and, in any case, in a maximum of 14 calendar days from the receipt of the request for withdrawal, provided that it is A Hug who manages the collection of the article. If you return the article through a transport company of your choice, the period of 14 days will begin to compute from when A Hug has effective knowledge of the shipment of the goods or, failing that, from the receipt of the same.

The expenses of return derived from the exercise of the right of withdrawal, will be at the expense of the buyer.

The exercise of the right of withdrawal will not be admitted on personalized articles, nor sealed articles that are not apt to be returned for reasons of protection of the health or of hygiene and that have been unsealed after the delivery.

C. If you have not yet received the order:

If you have not yet received the order and wish to cancel or modify it, you only have to inform us of the changes you want to make, without this involving any cost in case your order has not yet been processed. Orders are usually placed within 5 hours of purchase.
Contact For Returns: 
*Phone: 686579725
*Notification through this website in the section “Contact”.
*Email: [email protected]
All product returns, together with their original protected packaging, should be addressed to the following address: C/ San Lorenzo 11, 28004, Madrid.

Conflict resolution

As required by the new European regulations, we inform users of the existence of a European dispute resolution platform for online contracts. Thus, for the resolution of consumer disputes (according to Art. 14.1 of Regulation (EU) 524/2013), the European Commission provides an online dispute resolution platform which is available at the following link:


If, as a consumer and user, you wish to exercise your right of withdrawal, you can do so using this form, which you must fill in and send to us.

“For the attention of Alexandra Henkes, with address at C/ San Lorenzo 11, 28004, Madrid, telephone 686579725 and email address [email protected]

I hereby give notice that I cancel my contract for the sale of the following product or list of products:

(Indicate list of products for which you will exercise the right of withdrawal)

Requested it: (Indicate date)
Name of the consumer and user: (Indicate) 
Address of the consumer and user: (Indicate) 
Order number: (Indicate)