Operations & Shipping During COVID-19

Update Sunday 10 May 2020 : 19:30 hrs

From the Prime Ministers COVID19 Update and requirements

We are informed to be open for business in manufacturing and to start opening the infrastructure.

To Stay Alert and if you can stay at home 

We have worked hard to maintain keeping our NHS safe by staying and working from home for our office staff and our studio/factory is maintaining a 2 day working week with 2 key workers only. We will continue this safe practice for the next 3 weeks as this was the instruction initially given to manufacturing in March. Each key worker has their own safe working area and in a different part of the factory and the Government's COVID 19 safe working practice is being upheld. 

We are structured in 2 ways that adopt safe working conditions for that of our office staff and of our studio staff who each have their own safe working areas and have been instructed in safe handling of goods in and goods out and whilst making our dog products. We completed our audit on 25 March 2020 and this audit has been adhered to strictly. We continue to adhere to the UK Government's Ruling on COVID-19 for that of safe working and safe distancing. We will take longer to make your product and we ask for your patience in these exceptional times.   

As always if you need further clarity please do not hesitate to drop us a line to sales@hugoandotto.com

Telephone us Mon-Fri 09:00 - 17:00  01829 782981


Shipping & Deliveries:

UK Delivery of Large Parcels/Boxes - 

We use Parcelforce for our large handling of boxes throughout the UK. We now only use Parcelforce48 which is tracked and traced with shipping codes. They are currently running Mon-Fri but do not offer same day collections nor weekends or bank holidays. 

We would kindly ask all our wonderful clients that you ensure that Parcelforce can leave in a safe place your delivery. We please ask you to ensure the safety of everyone including yourselves and if there are any special delivery requests that you let us know on the check out notes. You can also email us on sales@hugoandotto.com but nonetheless we ask that you check the link below for Parcelforce UK Conoavirus Delivery Instructions and ask that you comply with their safe distance policies.

Please see the Parcelforce link below for their up to date policy of COVID-19 delivery & handling services 



International Delivery of Large Parcels/Boxes -  

Shipments are still taking place and being collected on time. We use Parcelforce and also use a handling agent for Fedex, UPS & DHL to try and obtain the best available shipping quote for you. Large parcels are sent tracked and traced and depending on your shipping destination being delivered to your door within standard delivery times. For a delivery quote for your order and to your International destination please email sales@hugoandotto.com please bear in mind that shipments of heavy items like dog beds Internationally can be expensive and we advise to please email your enquiry first prior to ordering.


UK Small parcels:

Collars and leads are sent in our Hugo & Otto postal boxes to our UK customers. We use Royal Mail First Class service which offers a next day delivery if posted between Mon-Thurs. Because of the pressure on Royal Mail we cannot guarantee next day deliveries as although we are paying for this service it seems the Royal Mail are running behind due to an increase in online sales and staffing shortages.

International Small Parcels:

We use Royal Mail for our small parcels: Please allow 7-14 working days in normal delivery times and so again please bear with us and your front line mail delivery companies if they are delayed. 


Safe Places to leave Parcels & Delivery Drivers

In all situations: Please be kind to your delivery drivers and allow them to deliver safely, please protect our front line workers. Do let us know if there are safe places to leave small parcels so that they can deliver to your door safely, we will add delivery messages to the front of your parcel. 


Caroline  x