Once you've sent an appliance voucher, the recipient enters their delivery address and the courier - Huggg's supply partner ATS (Advanced Total Supplies) - takes over. ATS manages all appliance deliveries and faults within the first year of ownership.
For most issues, the right action is to direct the recipient to ATS with their Order ID. This article covers the common scenarios.
Delivery issues
Recipient hasn't received their appliance. Once the recipient has claimed their voucher and entered their delivery address, ATS contacts them to arrange a date. If the recipient hasn't heard from ATS, they should first check their email spam/junk folders and any missed calls or texts from unknown numbers.
If their expected delivery date has passed and the item still hasn't arrived, direct them to email ATS at customerservice@advancedtotalsupplies.co.uk with their Order ID. ATS will be able to give them an update on the order.
Recipient missed their delivery date. If the recipient isn't present at the agreed delivery date and time, ATS will charge a £59.99 (inc. VAT) re-delivery fee to your wallet. The recipient should email ATS at the address above to arrange a new delivery date.
Faults and problems with the appliance
If the recipient reports a fault, damage, or any other problem with the appliance - whether at point of delivery or in the months that follow - they need to email ATS at customerservice@advancedtotalsupplies.co.uk with their Order ID.
ATS manages faults within the first year of ownership directly. They will assess the issue and arrange repair, replacement or refund as appropriate. The Order ID is essential for them to locate the order quickly - it's in the order confirmation email the recipient received when their order was placed.
Finding the Order ID
The Order ID is the reference ATS needs for any query. It's in:
The order confirmation email the recipient received when their order was placed
Your sender-side reporting on the Huggg platform - look up the order in your Orders tab
If the recipient can't find their Order ID, you (as the sender) can look it up and pass it on.
What we can help with directly
ATS handles all delivery and fault queries directly with the recipient. There are a few situations where you'd come to us at Huggg instead:
The order needs cancelling before delivery. If the voucher hasn't been claimed, you can cancel it yourself from the Links page. Once claimed and the delivery is in motion, contact us at support@huggg.me.
The recipient is outside UK mainland. If the delivery address turns out not to be covered, contact us at support@huggg.me.
Huggg has contacted you about an undeliverable address. Where ATS can't deliver (for example, the address is deemed a health and safety risk), Huggg will contact you to arrange a refund to your wallet.
You've been in touch with ATS but the recipient is still struggling. If ATS has been contacted and the issue isn't moving, email us at support@huggg.me and we'll try to help.
Need help?
For anything not covered above, email us at support@huggg.me and we'll point you in the right direction.