Refund policy

Returns & Quality Guarantee

In alignment with our Mark of Intent, we guarantee the quality of our craftsmanship. If you receive an item that is damaged, defective, or features a manufacturing error, we will provide a replacement at no cost.

Claims for Damages Please inspect your order upon reception. Any claims for misprinted, damaged, or defective items must be submitted to contact@thomashugocollection.com within 30 days of receipt. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Please include your order number and clear photographic evidence of the issue so we may resolve it promptly.

Bespoke Production Because each piece in our collection is created uniquely for you at the time of order, we do not offer returns or exchanges for change of mind or incorrect size selection. 

Sizing & Fit We strongly encourage you to consult the specific size guide provided on each product page before finalising your purchase. Our silhouettes are engineered for a modern, architectural fit; if you prefer a more relaxed or oversized look, we recommend selecting one size larger than your standard measurement.

Return Address It is essential that you contact us before returning any products. We do not accept items sent back to us without a prior return request. Once a claim is validated, our concierge will provide you with the specific return address for the facility that fulfilled your order. Do not return items to our office.

Incorrect Address & Unclaimed Shipments If an insufficient shipping address is provided, or if a shipment goes unclaimed at your local courier, you will be liable for reshipment costs once we have confirmed an updated address with you.

These terms are in addition to your rights under the New Zealand Consumer Guarantees Act and Australian Consumer Law.