Your appliance voucher has been sent by your council, school, or charity. They've chosen the specific appliance for you.
📋 Open your link
Open the link you received by email, text, or letter. For letters, go to huggg.me/claim and enter your code, which is 16 characters made up of letters and numbers. Read the information carefully before proceeding.
🏠 Enter your delivery details
When prompted, enter your:
Delivery address
Email address
Phone number
Make sure these are correct. The courier will use this information to contact you and arrange delivery.
📞 Wait to hear from the courier
Once your order is placed, you will be contacted by phone to confirm your delivery details. For larger items, you'll have the chance to agree on a date and time that suits you.
For smaller items, you'll receive a further email from the delivery company confirming dispatch.
Check your spam and junk folders, and watch for calls or texts from unknown numbers. Delivery notifications can be filtered.
📅 If you need to change your delivery date
If the date you agreed no longer works, contact ATS to arrange a new one. Email customerservice@advancedtotalsupplies.co.uk with your Order ID.
If nobody is home at the agreed date and time, ATS charges £59.99 to deliver again. ATS charges this to your council, school or charity.
Some councils, schools and charities pass this cost on to the person receiving the item. Ask yours if you are not sure.
You can avoid the charge by agreeing a new date before your delivery slot.
🚚 On the day of delivery
If your order includes installation, the delivery team will fit the item in place before they leave. You will see whether installation is included when you claim your item.
Installation is part of the order your council, school or charity has paid for. The delivery team must carry it out, so they can only complete the delivery if they can fit the item.
If installation cannot go ahead, the delivery team will take the item back with them. Your council, school or charity would then need to arrange a new order.
To help the delivery go smoothly, make sure the delivery team can reach the spot where the item will go.
📧 Questions about your order?
Contact Huggg's supply partner ATS (Advanced Total Supplies) for queries about your order, delivery details, or faults within the first year. Email customerservice@advancedtotalsupplies.co.uk.
Still need help?
Email us at support@huggg.me and we'll do our best to assist.