Terms of Service

Last Updated: January 15, 2026

This website is operated by Hey Soul Hugs (referred to as “Hey Soul Hugs”, “we”, “us”, or “our”). Our registered address is 124-128 City Road, London, England, EC1V 2NX. We are an online store only and do not offer showroom visits at this address. You can contact us at [email protected] or by phone on +44 20 7946 0457.

These Terms of Service apply to your use of our website and any purchase you make through it. If you do not agree to these Terms, please do not use the website or place an order.

1. Acceptance of Terms and eligibility

By accessing or using our website, you confirm that you have read, understood, and agree to be bound by these Terms of Service. If you are using the website on behalf of a business or another person, you confirm you have authority to bind that entity to these Terms.

You must be at least 16 years old to use our website. If you are under 18, you may place an order only with the involvement and consent of a parent or legal guardian. We do not knowingly sell to children without such involvement.

2. Description of the service

Hey Soul Hugs is a UK-based online store that curates and sells Japanese tableware and related home dining items, including plates, bowls, mugs, and cups. Our aim is to offer authentic Japanese ceramics that suit daily use in UK homes, with practical guidance on shapes, glazes, and styling.

Our website may also include educational content such as guides about Japanese pottery regions and Japanese tableware trends. This information is provided for general reference and shopping support. It is not professional advice and should not be relied upon as the only basis for a decision.

We may update our product range, site content, and features from time to time. We do not guarantee that any product, colour, glaze variation, or specific item will remain available.

3. Orders, pricing, and payment

3.1 Placing an order

When you place an order, you are making an offer to purchase the items in your basket. An order is not accepted until we confirm acceptance (for example, by sending an order confirmation and/or dispatch confirmation). We may decline an order where permitted by law, including where an item is out of stock, pricing is incorrect, or fraud is suspected.

3.2 Prices and descriptions

Prices are shown in pounds sterling unless stated otherwise. We take care to display accurate pricing and product descriptions. However, errors can happen. If we discover a pricing error after you place an order, we may contact you with the option to confirm at the correct price or cancel for a refund.

Handmade Japanese pottery often includes natural variation. Differences in glaze flow, speckle, and tone can occur between pieces and across production runs. Unless a product description explicitly states otherwise, such variation is a normal characteristic and not considered a defect.

3.3 Payment

Payment must be made using the payment methods available at checkout. You authorise us (and our payment providers) to charge the payment method you provide for the total amount including shipping and applicable taxes. We do not store full payment card details on our servers.

4. Delivery, dispatch, and risk

4.1 Dispatch from London

Orders are dispatched from London (City Road, EC1V area). We offer UK-wide delivery. Free UK delivery may be offered on orders over a stated threshold, currently shown on our website as £75. Any promotional shipping terms apply only as described on the website at the time of purchase.

4.2 Delivery times

Delivery timeframes shown on the website are estimates and can vary due to carrier capacity, weather, peak periods, or address issues. We do not guarantee delivery by a specific date unless explicitly agreed in writing.

4.3 Risk and ownership

Risk of loss or damage passes to you upon delivery to the address provided in your order. Ownership passes once we receive full payment, subject to any rights you may have under UK consumer law.

5. Returns, cancellations, and issues

If you are a consumer in the UK, you may have rights under consumer protection law, including rights related to cancellation, refunds, and faulty goods. Nothing in these Terms is intended to limit or exclude your statutory rights.

5.1 Damaged items

Ceramics can be delicate. If your order arrives damaged, please contact us promptly using [email protected] with your order details and clear photos of the packaging and item. This helps us assess the issue and work with the carrier where needed.

5.2 Faults and quality concerns

If an item is faulty or not as described, we will work with you to resolve it in line with applicable law. Please note that natural variations in handmade ceramics, as described above, are typically not faults. If you are unsure, our educational pages and product descriptions are designed to set realistic expectations before purchase.

5.3 Cancellations

If you need to cancel an order, contact us as soon as possible. If the order has not yet been dispatched, we may be able to cancel and refund. If the order has already shipped, return options may apply depending on the circumstances and your legal rights.

6. User obligations

You agree to use the website lawfully and responsibly. You must not use the website in a way that could harm Hey Soul Hugs, our customers, our suppliers, or other users. If you provide information through any site form, you agree it will be accurate and not misleading.

Where the website offers account functionality (now or in the future), you agree to keep your credentials secure and to notify us if you suspect unauthorised access. You agree not to create multiple accounts in a way that misrepresents identity, manipulates promotions, or disrupts service.

7. Prohibited activities

You must not, and must not attempt to, do any of the following:

• Use the website for unlawful purposes or in violation of any applicable laws or regulations.
• Scrape, crawl, or harvest data from the website by automated means without our prior written permission.
• Reverse engineer, decompile, or attempt to extract source code or underlying ideas from the website, except to the extent permitted by law.
• Impersonate another person or misrepresent affiliation with any person or organisation.
• Upload or transmit malware, viruses, or code intended to disrupt or compromise systems.
• Attempt to gain unauthorised access to accounts, systems, or networks connected to the website.
• Use the website to send spam, unsolicited messages, or deceptive communications.
• Infringe the intellectual property rights, privacy rights, or other rights of any third party.

8. Intellectual property

All content on this website, including text, product descriptions, photographs, layout, branding, logos, graphics, and site code, is owned by Hey Soul Hugs or licensed to us and is protected by intellectual property laws.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the website for personal, non-commercial purposes. This licence does not permit you to reproduce, distribute, modify, create derivative works from, publicly display, or exploit website content without our prior written permission.

9. Disclaimers of warranties

The website and its content are provided on an “as is” and “as available” basis. While we work to keep information accurate and the site functioning smoothly, we do not warrant that the website will be uninterrupted, error-free, secure at all times, or free from harmful components.

Product colours and finishes can appear different depending on your screen and lighting. We aim to show accurate images, but we cannot guarantee that your device will display colours exactly as they appear in person.

10. Limitation of liability

Nothing in these Terms excludes or limits liability that cannot be excluded under applicable law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

To the maximum extent permitted by law, Hey Soul Hugs will not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, goodwill, or business opportunities arising from or related to your use of the website or purchase of products.

To the maximum extent permitted by law, our total liability for direct damages arising out of or relating to these Terms, the website, or products purchased through it will be limited to the lower of (a) the amount you paid to us in the 12 months immediately preceding the event giving rise to the claim, or (b) €100.

This limitation applies regardless of the legal theory under which a claim is brought, and even if we have been advised of the possibility of such damages.

11. Indemnification

You agree to indemnify and hold harmless Hey Soul Hugs from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in any way connected with your breach of these Terms, your misuse of the website, or your violation of any law or third-party rights.

12. Third party links

Our website may reference third party products, techniques, or traditions, and may occasionally include links to third party websites or services. Where links are provided, they are for convenience only. We do not control third party sites and are not responsible for their content, availability, or practices.

13. Privacy

Our Privacy Policy explains how we collect, use, and protect personal data, including information submitted through forms and data collected via cookies and analytics. The Privacy Policy is incorporated into these Terms by reference.

14. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. Subject to the Dispute Resolution section below, the courts of London, England will have exclusive jurisdiction over any dispute arising out of or relating to these Terms or your use of the website, except where applicable consumer law grants you the right to bring proceedings in your local courts.

15. Dispute resolution

If a dispute arises, you agree to first contact us and provide a brief written description of the issue, including your order number where relevant. We will attempt to resolve the dispute informally within a 30-day period from receiving your notice.

If we cannot resolve the dispute within 30 days, either party may pursue a claim in the courts specified under the Governing Law and Jurisdiction section, subject to any mandatory consumer rights.

16. Termination

We may suspend or terminate access to the website (including any account functionality) at any time, with or without notice, if we reasonably believe you have violated these Terms or if suspension is necessary to protect the website, our customers, or our operations.

The sections related to intellectual property, disclaimers, limitation of liability, indemnification, governing law, dispute resolution, and any provisions that by their nature should survive termination will survive termination of these Terms.

17. Modifications to these Terms

We may update these Terms from time to time to reflect changes in our services, legal requirements, or operational practices. Changes will become effective 14 days after they are posted on this page, unless a change is required by law to be effective sooner.

Your continued use of the website after the effective date of the updated Terms constitutes acceptance of the updated Terms. The “Last Updated” date at the top of this page indicates when the Terms were most recently revised.

18. Contact details

For questions about these Terms, orders, or legal notices, contact:

FAQ

Quick answers about these Terms and using Hey Soul Hugs. For data handling details, see our Privacy Policy.