Shipping policy

Hugo & Otto ship worldwide

Since our beginning in 2014 with multi-award winning dog products including the Red-Dot Award Best Product Award for the Letto DayBed we have introduced the world's finest and highly regarded dog products from New York, Germany, London, Paris, Milan and launched our own British Made Hugo & Otto label of fine dog beds and fine bedding products. 

Customs Charges

We ask that you please check your own Countries laws on importing goods from the UK, we cannot pay your importation taxes and Customs fees.

For our European customers you will have seen a vast difference in delivery times and importation costs. Very sadly Brexit has seen the UK return to a stand alone stance, with that has come export Customs charges to Ireland, The Channel Islands & Europe.


UK Mainland Shipping - Standard shipping fees apply  

    £10.00   Dog Beds & M Dog Crate Sets (1 box)  L Dog Crate Sets (2 boxes)

    £16.00   X Large Dog Crate Sets  (dog crate box is over 1 mtr in length & a total of 2 boxes in the consignment)

Our preferred suppliers are DPD Local for UK mainland shipping agents, they offer a fully tracked service and notify you at every stage of the delivery from pick up at our studio's to delivery times and the driver's name to your door.

DPD Local will advise you of your tracking codes and also delivery date and approx delivery time, they will even tell you who is expected to drop off your order.

Missed deliveries and sustainable shipping:

DPD Local are actively working towards a carbon neutral footprint please help them to do this by either being available for your delivery, you are given 24 hours notice or, if you cannot be home for the delivery please log into your tracking link and give them permission to leave in a safe place or with a lovely neighbour.

DPD Local will leave your box as requested, take a photograph for evidence and email this to you and Hugo & Otto Limited via your portal tracking link.

Please be aware of the size of your box: 83L x 56H x 36D for your neighbour incase they have a small space. 

We ship from our studios in the West Midlands Monday - Thursday.

DPD Local collect our boxes from our studios called K9 Pet Products UK Limited. They collect from 14:00 and deliver on a 24 hour next working day to your door. You will receive a tracking code from us and also DPD Local, please check into your tracking code by clicking on the link. This will take you to your delivery and allow you to micro-manage your delivery, give permission to leave in a safe place if you need to do so as we cannot do this on your behalf. Please do track your shipment to avoid delays and your product being returned to us.


Channel Islands, Europe & Worldwide Shipping 

We ship worldwide, do please email us with your full order request ie: product name & size, we will also require your full shipping address for us to obtain a shipping quote for you.

Please email: 

Our preferred UK shipping courier partner is DPD Local




Special Orders & Bespoke Orders 

Any special or bespoke dog bed order will be agreed and signed off by order, invoice and email confirming the agreement from both parties. Approximate delivery times will be provided at the time of ordering. They can take a few extra days in the correspondence stage.

Email address for any correspondence:

Shortage, Faulty Goods & Transit Damage

Hugo & Otto Limited, The Seller undertakes to make your dog bed by hand and it is usually upon receipt of your online order. We are a British handmade dog bed company that offers a wide ranging product specification. We pride ourselves in offering high quality handmade dog beds from highly regarded and in many cases globally renowned award winning fabric specialists and suppliers like Ian Mankin, Abraham Moon, Romo Fabrics, Warwick Fabrics. We design and make each bed carefully by hand, we can trace from start to finish who has made your dog bed right down to who pins on your swing tag and inspects your dog bed prior to sealing your box, the DPD Local courier man collecting and scanning your barcode to who actually delivers your box to your door. Therefore the despatch of our goods to your door is a well trodden path to ensure you are happy when you open your box. The little journey in the middle from the DPD Local agent collecting to the DPD Local agent delivering is the part that on a rare occasion damage happens, it rarely does as DPD Local pride themselves in not having litigation claims against their company. However, if you find that your box is damaged please, please report it to us by email and please may we ask for photographic evidence: any damage to the outside is important as if you find damage inside this is the likely cause and affect of transit damage and we do need the evidence to make a claim against DPD Local. We will arrange for DPD Local to repatriate your box to our studio for inspection by our transport and packing manager who will take images. 

In the situation where all is well with packaging and has been delivered safely but, you find a fault please may we ask the same. Please email us with your evidence and photograph to: and we will arrange for the repatriation of your dog bed and replace the faulty goods upon inspection at our studios. We reserve the right to fully inspect our goods, if we find no fault the goods or there is deliberate damage, or there is deliberate contamination we will refuse the goods and send them back to you. You will be charged for the return of goods at the shipping rate that we are charged and ANY surcharges levied by the courier agents. 

Where a claim of defect or damage is made the Goods shall be returned by the Buyer to the Seller. Please notify us in writing within 14 days of receiving the goods of the damage involved and the intention to return.

The Return of goods must have all original swing tags and paperwork within the box and we recommend that The Buyer ensures the safe return of the items by insuring the goods and with a tracking reference code.

The Buyer shall be entitled to a full refund (including delivery costs) plus any return postal charges if the Goods are in fact defective. This payment will be refunded after the goods have been received and acknowledge of receipt and defective goods by the Seller. All goods will be inspected upon receipt by The Buyer to understand the damage. We would ask please that The Buyer takes any photographs they can of a damaged item or box to help the process of insurance claims against a potential loss with the shippers. Please notify us in writing of any shortages inside the package and again any images of transit damage would be greatly appreciated. 

Incorrect Shipping Address Given At Order By Customer:

Mainland UK 

Management of your delivery with DPD Local is a fully tracked system, if you notice a shipment delivery error please change this on your tracking information. If DPD Local cannot delivery to your address they will attempt to email you and also us to ensure that the shipment continues correctly. If the parcel is returned to our studios to re-send we will have to charge you for the additional shipping costs.

UK Islands, Ireland, EU & Worldwide destinations 

When we receive your order from offshore and International customers we will send a quick email note of thanks and also to ask you to confirm and double check your shipping destination address.

We simply cannot stress this enough in the case of shipping it can become extremely time consuming with export and customs paperwork and it is costly. If you have provided an incorrect shipping address the risk of loosing your parcel for several weeks is high and a huge amount of time to rectify incorrect shipping addresses. In most cases the goods are turned around at the Country of destination back to us which is unthinkable in terms of time, fuel costs and human power it is unsustainable practice, please do re-check your shipping address and your Countries importation taxes and shipping requirements to your door.  

If in doubt before completing your shipping address please email us.

Please email: 




We would please request that should you wish to return your product please email our company within 14 days of receiving your product giving the reason to:

Your distance selling rights:

Notification has to be received in writing within 14 days of receiving the product. You have a further 14 days (28 days in total)to return the product to our address below in the original packaging, with swing tags in tact and in a perfect re-sellable condition without deliberate and accidental damage to other customers.


Cancellation and return:

Upon receiving any item from The Seller, The Buyer shall inspect the Goods immediately upon receipt. If, The Buyer finds that the Goods are damaged or do not comply with any of the Contract, The Buyer shall notify The Seller by email at and return the items within 14 days of Invoice date. If the Buyer fails to do so outside of this time frame, the Buyer shall be deemed to have accepted the Goods. Whereupon the goods are received back into Hugo & Otto they will be inspected and a refund process back to the original card used for purchase of the product and will begin with a written request to our banking acquirers which can take up to 2 - 7 working business days. It is an automated process and goes through the online banking acquirer and then onto the holding bank which can also take up to a further 2-7 working business days to clear the automated process. 

All goods must be returned to Hugo & Otto without any damage. The goods of sale must have all original tags on the item, no damage, wear or tear or contamination with dog hairs or deliberate contamination or damage to the product. The goods that you buy have to be re-sold and if they cannot be re-sold in a perfect condition you will be liable for all expenses outlayed by the company Hugo & Otto Limited to recover the loss of damages and debt. We will not accept liability for the cost of original carriage, courier shipping, boxing and returns of items, the buyer must accept all liability for these costs within the contract of our terms and conditions of sale. Returned items will be examined, photographs will be taken and we will refund you in full for the cost of goods excluding the costs of shipping or couriers for the sale of goods and the return of goods. 

Clearance Items or Sale items

Unless they are proven faulty these items are non refundable. It returned past the timeframe of 7 days from the date of Invoice the buyer will be issued/eligible for a credit note only. Postage charges are applicable for Sale & Clearance item exchanges.

Bespoke or Special Orders

No refunds can be given for bespoke dog beds & bedding made to your requirements and signed off at design stage. No refunds will be given on special orders as they are signed off and agreed by both the seller Hugo & Otto Limited and the Buyer the customer.

All items will be inspected, photographed and packed as per our standard packing prior to shipment. Shipment is by either Parcelforce, Royal Mail or UK Carrier. International Couriers and shipment costs will be agreed prior to ordering. If the items are delivered damaged or the order is found to be faulty we ask that you take photographs as soon as the damage is found and send with correspondence to whereupon an investigation of what has occurred will take place.

Faults, we make your beautiful dog bed by hand and as the orders arrive in. We can fully trace who has cut out and made your bed including packing. In the unlikely event that should you find that a product is faulty we would please ask you to email us and please send photographs. We will re-patriate your shipment should we agree that the item is faulty and when it arrives into stock will fully inspect your product. 

If no fault is found upon our inspection you will be sent the items back to your shipping address and you will be charged for shipment costs and time.  Should we find that the products have been deliberately damaged or cannot be taken back into stock because of miss-use, we will send the items back to you with inspection costs and shipment costs. 

Shipping information and shipping reference numbers should be sent to

We would advise that you insure the shipment to the full value of the goods as per your invoice and ensure that your shipment is fully tracked.

You are responsible of the safe return of all goods until they are received, we cannot accept any loss or value.

We will inspect the product upon arrival and reserve the rights to refuse the return should we find the product used and deliberately contaminated or damaged. It will be sent back to you and you will be sent an invoice for the shipping fees. 

You are responsible for the cost of returns shipping and arranging the return to Hugo & Otto Limited unless the item is found to be faulty and proven so by Hugo & Otto Limited.  



          Hugo & Otto Limited

c/o:   K9 Pet Products UK Limited

          34 G Dawley Trading Estate

          Stallings Lane


          West Midlands

          DY6 7AP 

          United Kingdom 


Tel:        + 44 00 1829 782981