Returns & Refund Policy
RETURNS
Our policy lasts 14 days. If 14 days have gone by since your delivery date, unfortunately we cannot offer you a refund or exchange.
Please note that our return policy is not affected by the Pay Later options you take with Klarna or Clearpay. Any unwanted item purchased from Hollabi must be returned within the specified period.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where no refunds are granted:
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than the allowable periods after delivery
Exchanges (For Hollabi Branded Products Only):
We can only exchange items due to our error, such as, wrong size, colour, wrong product, etc. Simply email us for your free Exchange 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 Exchange 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.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
Sale Items are not exchangeable. If your item was on sale when purchased and there is a price difference between what you purchased originally and the exchange product, you would have to return the item, request a refund and place another order.
How to return:
We now offer free standard UK only returns.
Unfortunately, we are yet unable to offer free returns to EU/International Customers.
Returning an item by post is a straightforward process. Just complete the Returns Form you received with your order, pack the items, include the completed form along with the duplicate copy of your payment receipt in the original box, seal, and take to your nearest Royal Mail Post Office (UK, if using our free return service).
To obtain your free return postage (UK customers), please email us at: info@hollabi.com, stating your reason for return.
Customers from other countries will need to use their local post delivery services to be returned to the address below. send everything to our address below.
All orders should be returned to:
Hollabi Returns Team, Kemp House
152 -160 City Road
London, EC1V 2NX,
United Kingdom.
Please keep hold of the postage receipt issued to you, as this is your proof of postage. Make sure your items are secure and properly labelled to ensure they get back to us safely.
Refunds :
We guarantee to refund any item you are not completely happy with, providing you return it to us within the allowable period unused, still in the original packaging and in a sellable condition.
We aim to process all returns for refund within 7 days of us receiving the goods back in our warehouse.
However, please make sure that you complete your returns form (where included) in full before sending your order back to us, as this will help to avoid delays and speed up the returns process.
Where you purchased your item from our Market Place and did not receive a return form with your item, please kindly indication your reason(s) of return, i.e., sizing issue, wrong colour, wrong item, not liked, etc., and include in your return package.
Once your return item(s) is/are received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved (in the condition it was purchased), your refund will be processed immediately, and the credit will automatically be applied to your credit card or the original method of payment, which will be available in your account, depending on your bank processing period and country of order.
Refunds for payments through Clearpay may vary, please contact the provider for further information.
The initial shipping costs are non-refundable. If you receive a refund, this will only be for the amount paid for the item without the initial shipping cost.
Please be aware that refunds can only be made after returned items are received.
For all customers;
All refunds will be processed at the original purchase price minus the initial delivery charge, and be made to your original method of payment.
If you were offered a free delivery discount due to the minimum amount spent, the relevant standard delivery or the chosen delivery cost would be deducted from your refund in the event you wholly/partly returned the items, thus bringing the total spend below the free delivery cut off amount of £75 spend required.
On rare occasions, some refunds may take longer than expected to process, however, our maximum target processing time is within 30 working days. This may be shorter, depending on when your return was received for process, and your bank’s processing timescale. Once your order has been refunded, you will receive notification via email.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@hollabi.com.
Sale items
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.