If a listed product is unavailable
We will contact the customer using the order contact details, explain the proposed substitute, and wait for a response.
Product substitutions
You approve any product change
Our gift boxes have defined contents. If an unexpected availability issue affects your order, FarHugs will contact you before replacing the affected product.
No approval, no substitution
FarHugs will provide a substitute only after receiving the customer's approval.
If approval is not received, we will contact you to agree on the next step rather than making the change ourselves.
Questions about your box?
Contact hello@farhugs.co.nz and include your order number.
This policy does not exclude or limit rights available under applicable consumer law.
Read refunds and cancellations