Returns & Refunds

Change or cancel an order

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items. If you need to, remove items from your order or cancel it completely, please contact Hugo Kamishi at Please quote your order number and order date. If your order has already been collected or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products. There are some products which we cannot cancel, refund or exchange including perishable and bespoke items, such as made to order aquariums.

Consumer Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone:

You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after you have collected the goods from the store, or they have been delivered to your nominated delivery address. Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them. To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address. You can cancel in writing or by email to If you decide to cancel, you should return the goods to the store you collected them from within 14 days of such cancellation. If your goods were delivered please contact us for advice on returning the goods. We will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery unless you requested an enhanced or special delivery that cost more than our standard delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. If we can do so we will reimburse the value at the time of return, otherwise we will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

If you need to return an item purchased using the Hugo Kamishi Click and Collect service please simply fill out the form below. Once you have submitted the form please print 2 copies and give one copy to the store along with your returned item. The store will then sign and return to you the other copy as your proof of return. Your refund will then be processed using the method you used to make the original purchase.

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Hugo Kamishi