FAQs

See frequently asked questions below for queries on;

ORDERS
PAYMENTS
SHIPPING
RETURNS
REFUNDS
PRODUCTS
TECHNICAL

HOW DO I PLACE AN ORDER?

Once you have found the product you would like to buy, select a size (where applicable) from the menu and ‘Add To Basket’. Repeat this for any additional items you would like to purchase.

To complete payment, click on the basket icon in the top right-hand corner or click ‘Checkout’ from the tab once the item has been added to your basket. Confirm your selection and sizes are correct, and proceed to checkout.

You will then be prompted to enter your personal information, including email address, postal address, payment details and your preferred delivery method. Once this has been done and payment has been completed, you will receive an email to confirm that your order.

CAN I CHANGE MY ORDER?

Unfortunately, once an order is placed, it cannot be changed.

CAN I ADD AN ITEM TO MY ORDER?

Once payment has been processed, we are unable to add items to your order. If you would like to purchase anything else from us, this will have to be ordered separately. If you place two separate orders on the same day and contact us to let us know (quoting both order numbers), we will do all in our capacity to assist in sending your items together. Any additional postage costs incurred will the be refunded to you as soon as possible.

CAN I CANCEL MY ORDER?

We appreciate that circumstances could arise in which you may need to cancel your order. This is possible, however, you will need to be prompt with your cancellation request.

Unfortunately, once an order fulfilment process has reached a certain point, it can no longer be cancelled. Please email info@hollabi.com, and we will endeavour to accommodate your request where possible. Please note that all orders placed before 12pm will be dispatched the same working day.

DO I HAVE TO ORDER ONLINE?

Yes, orders can only be placed online.

PAYMENTS:

WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?

We accept the following credit cards for online orders:

1. Maestro/UK Maestro

2. Mastercard

3. Visa

4. Google Pay

5. Shop Pay

6. Apple Pay

7. Clearpay

You can also pay for an online purchase using Shopify Pay.

Customers using Clearpay, please see our Payment Terms & Conditions for useful information.

YOU HAVE ASKED ME TO CONFIRM MY ADDRESS FOR PAYPAL PAYMENT, WHY?

When you pay using PayPal, we do receive a notification to advise us if the delivery address provided is confirmed on your PayPal account. If they advise us that the address provided is unconfirmed, we need to receive confirmation from you in writing to allow us to fulfil your order. Simply reply to the email we send you to confirm that the delivery address is correct and we will dispatch your order as soon as we can. If we do not get a reply to the email within 7 days, unfortunately, we will have to cancel your order and process a full refund.

For security purposes, when paying online, various checks are carried out to protect your bank details from fraudulent activity. The most common check is to ensure that your billing address accurately matches that which is held by the card issuing bank. If some of the details do not match, then your order may not be completed and where payment has for any reason been evidently made, this will be refunded to your account.

WHEN WILL THE PAYMENT GO OUT OF MY ACCOUNT?

As soon as you place your order, the payment will be taken from your account. We will not process your order until we receive the payment.

WHY HAS MY CARD BEEN CHARGED BUT MY ORDER DID NOT GO THROUGH?

Please contact us if you think this is the case, however in most circumstances we have not charged you and it is what is known as a "shadow transaction" showing on your account.

When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately this is completely out of our control and you may find it helpful to further discuss this with issue with your card issuer.

WHAT CURRENCY DO YOU USE?

All products sold on our website are currently in GBP.

WHAT IS 'VERIFIED BY VISA' AND MASTERCARD ‘SECURECODE'?

Verified by Visa and MasterCard SecureCode are services to help protect your card details when shopping online. They allow you to create your own password and you will be asked to use this every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or MasterCard SecureCode.

SHIPPING :

HOW MUCH IS SHIPPING?

Please see the Shipping & Rates Policy page.

DO YOU DELIVER TO OVERSEAS INCLUDING CHANNEL ISLANDS?

We now deliver Hollabi Branded products ONLY to the UK (excluding Channel Islands), Europe, USA & Canada. We aim to deliver to the rest of the world in the nearest future. Once this is the case, we will promptly update our website for notification purposes.

We are unable to accept bulk purchases, therefore, only a maximum of three items are permitted per international order.

HOW LONG WILL DELIVERY TAKE?

With our standard delivery option, you can expect to receive your goods within 2-4 working days of placing your order. With our UK Next day delivery service, only orders placed before 12pm on Tuesday, Wednesday and Friday will be delivered Next Working Day, orders over the weekend will be dispatched the following Monday (excluding Bank Holidays).

All our international shipping (Europe) are tracked and signed for on delivery. Deliveries are attempted between 3 - 5 working days (Monday - Friday)

Market Place Orders:

Products from our Market Place are both available to the UK, USA, Canada & EU customers.

Items purchased from here are processed and dispatched free of charge between 3 - 5 working days from the day of order.

Deliveries are within 2 - 5 and 3 - 6 weeks respectively from the dispatched day.

Combined products ordered from our branded lines and Market Place may attract different delivery charges and will be delivered separately.

Some items from the Market Place may also arrive separately, even if purchased at the same time.

Our business working days are Mon - Fri (excluding Bank Holidays),

CAN I SELECT THE DAY I WANT MY ORDER DELIVERED?

Unfortunately, we are unable to schedule delivery for a particular day.

WHEN WILL MY ORDER BE DISPATCHED

When you place your order online, you will receive a confirmation email.

Depending on the product & chosen delivery type, you will receive another email to confirm when your order has been picked and dispatched, and providing you with your tracking number where applicable.

WHICH COURIER DO YOU USE?

Our parcels are delivered via Royal Mail/ParcelForce, and DHL/ independent courier services for USA & Canada.

CAN I TRACK MY ORDER?

Yes, this possible depending on the delivery option chosen. Once your order has been dispatched, you will (where applicable) receive a confirmation email with a tracking number which can be used on the courier website to track the progress of your delivery.

I MISSED MY DELIVERY. WHAT SHOULD I DO NOW?

If, for any reason, you were not around when the courier attempted to make your delivery, they will leave a card to let you know.

If the courier has attempted several times to deliver your order to no avail, they will return your delivery to us. Upon receipt of the returned order, we will process a full refund. Unfortunately, we will not be able to resend your parcel to you, so a new order must be placed if you would still like the items.

CAN I CHANGE MY DELIVERY ADDRESS?

Once an order has been placed, we are unable to change the requested delivery address. This is a result of various security checks, including checks on the delivery address provided. Changing the delivery address would invalidate these checks.

If you have entered an incorrect address, please let us know via email (info@hollabi.com) before your order is fulfilled, and we may have to cancel the order where possible, so that you can place another with the correct address.

PART OF MY ORDER IS MISSING, WILL IT GET SENT SEPARATELY?

On rare occasions we are unable to send all of your order from our branded sections.

This may usually be because we have checked the item you have ordered and found it to be faulty, if we have had an issue with stock availability or items quantity is too large to fit a single delivery.

If for any reason we are unable to send all items on your order, we will email you to let you know and issue a full refund for the unfulfilled or undelivered items. It is rare that we send items separately and we would normally notify you if this was the case.

RETURNS:

DO I HAVE TO PAY TO RETURN MY ORDER?

We now offer free standard returns for UK orders.

HOW DO I RETURN MY ORDER FOR A REFUND?

To obtain your free return postage, please email us at: info@hollabi.com. Your item should then be returned to us by post to:

Hollabi,

Website Returns Team,

Kemp House,152 - 160, City Road

London

EC1V 2NX.

Simply complete the returns form included in your parcel, attach a duplicate copy of your receipt, package the items you want to return in its original box, place the returns form and a duplicate copy of your receipt, then take the parcel to your nearest Royal Mail Post Office for the return to the address above.

WHY HAS MY ORDER BEEN CANCELLED?

All orders go through various security checks. If an order fails any of these, it may be cancelled. These checks are necessary to screen orders for fraud, and the most common process is to ensure that your billing address matches that which is on your card issuer's database.

On rare occasions, orders may also be cancelled for a refund if the item is no longer available.

Further information on this can be found under or Terms and Conditions; Section 6.

In the situation that your order is cancelled, you will receive an email to inform you of the cancellation, and a full refund will be issued.

HOW DO I RETURN MY ORDER FOR AN EXCHANGE?

We can only exchange items due to our error, such as, wrong size, colour, wrong product, etc. Simply email us for your free return postage and give your reasons, complete (If enclosed in your order) the exchange section of our returns form, take to the nearest Post Office and send everything, including a copy of your receipt back by post to: Hollabi, Website Returns Team, Kemp House, 152 -160 City Road, london, LND, EC1V 2NX, United Kingdom, or send us an email at info@hollabi.com for further assistance.

If your exchange was not as a result of our error, you will need to return your item to us at your cost, however, we will not charge to send your exchanged item(s) to you.

Exchanges can only be dispatched to the original address to which the initial item was sent. If you have changed your address during the period of exchange, you may need to provide us with a certain specified personal information to confirm your identity for security purposes.

HOW LONG CAN I KEEP MY ORDER BEFORE RETURNING IT?

We ask you return your items to us in an unused and sellable condition within 14 days of receipt. View our Returns and Refund Policy page for more information.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

We aim to process all returns as soon as we receive the goods back to us. However, please make sure that you complete your returns form in full before sending it back to us, as this helps to avoid any delays with identifying and processing your return.

You will receive an email to confirm when your refund has been processed. Please allow up to a week for refunds to show on your account. Unfortunately, this timescale is outside of our control and dependant on the card issuing bank/PayPal. Once we have processed a refund to you we are unable to do anything to make this appear in your account any quicker.

I'VE LOST MY RECEIPT, CAN I STILL RETURN GOODS?

Your shipping notice will act as your receipt for your Hollabi web order. Simply print and enclose the online confirmation receipt issued after you placed your order. If you think you have lost this then we will also accept other forms of proof of purchase. For example, you could use your credit or debit card statement showing the purchase.

Unfortunately, we're unable to accept a return without some form of proof of purchase. We apologise for any inconvenience this may cause.

WHY HAVEN'T I BEEN REFUNDED THE WHOLE AMOUNT?

Unfortunately, you are responsible for delivery costs incurred when returning an item.

CAN SALE/DISCOUNTED ITEMS BE RETURNED?

Yes, all items can be returned for a refund within 14 days. You will be refunded the price you paid for the item, excluding shipping costs.

HOW LONG WILL IT TAKE FOR YOU TO REFUND ME?

We aim to refund you as soon as your return has been received by us and we will email you when your refund has been processed. The fund may take 3-6 working days to show in your account.

Unfortunately, these timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

YOU'VE EMAILED ME TO SAY YOU'VE PROCESSED MY REFUND, BUT IT'S NOT SHOWING IN MY ACCOUNT, WHY?

Refunds may take 3-6 working days to show in your account. Please see the information above for refund timescale.

HOW DO I RETURN AN ORDER PLACED THROUGH ONE OF YOUR STOCKISTS?

The only legitimate channel to order our items is currently via our website, any other channel is not legitimised by Hollabi. This means, you will not be able return any item not purchased from our channel to us. Should this change in future, information will be available on our website or directly to your provided contact details, if you have signed up for our Newsletters.

YOU HAVE SENT ME THE WRONG ITEMS/SIZE, HOW CAN I GET THE RIGHT ITEM?

Get in touch via email; info@hollabi.com and we will advise you what to do. Please complete the enclosed form in your order to help us identify the error and avoid similar occurrence in future.

Please be assured that if you incur any additional postage costs as a result of our mistake then we will reimburse you. As we don't store credit or debit card details for security purposes, we may need to contact you to get card details from you.

REFUNDS:

Please see our Returns and Refund Policy for information.

PRODUCTS:

CAN I BUY HOLLABI GIFT CARDS ONLINE?

At present, Hollabi Gift Cards are not available online.

WHY CAN'T I SELECT THE SIZE I WANT?

Unless the item you are interested in is marked ‘One Size’, this means that we unfortunately no longer have your size in stock.

However, we may be expecting a delivery, so please send us an email at info@hollabi.com to check for availabilities.

IS THERE ANY MORE INFORMATION AVAILABLE ON A PRODUCT?

We do everything we can to tell you all you need to know about our products. If there is something you want to know about a particular product that is not readily available, please contact us via email at info@hollabi.com and we will do our best to help.

ARE THE SIZES SHOWN UK OR US SIZES?

All products on the website are relevant to UK sizes. Size guides are specific to each product/brand and are detailed on each product page. These should help you to choose the size you want and will also help you to convert our sizes into the equivalent US and EU sizes if required.

Feel free to contact us via email at info@hollabi.com if you have any questions about sizing and we will do our best to help.

I PLACED MY ORDER AND NOW THE ITEM I BOUGHT IS IN THE SALE, CAN YOU REFUND THE DIFFERENCE?

We are unable to let you know in advance if a product is about to be reduced or reimburse you the difference after you have already placed your order.

WHAT SHOULD I DO IF THE ITEM I RECEIVED IS FAULTY?

If you think the item you received is faulty please get in touch with us via email at info@hollabi.com and we will do our best to help.

TECHNICAL

I HAVE FORGOTTEN MY PASSWORD

If you have forgotten your password, you can request a new one by clicking on the 'forgot your password' link at login. A new password should be sent to your email within a few minutes. If you don't receive it, please try checking your spam/junk folders in case it has been caught by your spam filters. If you still cannot find this and you are you are certain to have provided the correct email address, then please contact us via email at info@hollabi.com and we’ll do our best to help you.

I HAVE REQUESTED A NEW PASSWORD BUT HAVE NOT RECEIVED IT YET

A new password should only take a few minutes to arrive after it has been requested. If you have not yet had it, try checking your junk mail in case it has been caught by your spam filters. If you still cannot find it and you are you are certain to have provided the correct email address, then please contact us via email at info@hollabi.com and we’ll do our best to help you.

I CANNOT CHECKOUT, IS THERE A PROBLEM WITH YOUR WEBSITE?

If you added your items to your basket on an earlier visit to our website and the product/sizes you require are no longer available, the 'proceed to payment' button will not be visible and you will not be able to proceed through checkout. Please empty your basket and start your purchase again.

If the items are still available on the website and you are still unable to checkout, please contact us via email at info@hollabi.com and we will do our best to help you. If possible, please also let us know details of the browser you are using.

WHY IS MY DISCOUNT CODE NOT WORKING?

This is probably because the items you have purchased are already reduced in our sale. The following Terms and Conditions apply to all promotion codes or discount code offers.

Discount Codes and offers are valid on full price items only
To take advantage of an offer, the relevant Promotion Code must be entered at the checkout
No cash or any other alternative will be given and the discount codes cannot be used in conjunction with any other offer
Refunds on any item(s) purchased using a discount code will be less the discount obtained

Your statutory rights as a consumer are not affected

If your order meets all these requirements and the discount code still hasn't worked then the likelihood is that your discount code has expired and is no longer valid.