FAQ

Everything you need to know about ordering from Hollis House. If your question isn't answered here, get in touch and we'll be happy to help.

Orders & delivery

Where do you deliver?

We deliver worldwide. The countries available to you are shown at checkout. Our lighting ships worldwide. Some larger furniture pieces are sent from local warehouses and can only be delivered within that country — the United States, the United Kingdom or Germany. Where this applies, it is shown on the product page under “Delivery”.

How long will my order take?

Orders are dispatched within 2–5 working days. Once on its way, most orders arrive within 7–15 working days. Larger furniture, remote areas and customs checks can occasionally add a few days. See our Shipping Policy for full details.

How much is delivery?

Standard shipping is free on orders of $150 or more in India, and $250 or more everywhere else. Smaller orders cost $9.95 in India and $24.95 elsewhere. Your exact shipping cost is shown at checkout before you pay.

How do I track my order?

When your order is dispatched, we'll email you a tracking number and link. Tracking can take 3–5 working days to start updating.

Why did my order arrive in more than one parcel?

Our pieces are sent from different partner warehouses, so an order with several items may arrive in separate parcels on different days. You'll receive tracking for each one.

Will I have to pay customs or import duties?

For international orders, your country may charge import duties or taxes. Unless stated at checkout, these aren't included in our prices and are paid by the recipient.

Can I change my address or cancel my order?

Yes, as long as your order hasn't been dispatched yet. Contact us as soon as possible with your order number. Once dispatched, it can no longer be changed or cancelled.

Returns & refunds

What if my piece arrives damaged, faulty or incorrect?

Please inspect your order when it arrives. If anything is damaged, faulty, incorrect or missing, contact us within 14 days of delivery with your order number and clear photos or a short video of the item and its packaging. We'll arrange a replacement, the missing part, or a full or partial refund, depending on the issue.

Can I return something if I change my mind?

Because each piece is shipped directly from our partner warehouses, we're unable to accept returns for change of mind, the wrong size or items ordered by mistake, except where the law gives you a right to cancel (for example, in the UK). Please check dimensions carefully before ordering — we're always happy to help you choose.

How long do refunds take?

Approved refunds go back to your original payment method. Depending on your bank, they may take 5–10 working days to appear. See our Refund Policy for full details.

Assembly

Will my furniture need assembling?

Many larger pieces, such as beds, desks, tables and some storage, are delivered flat-packed or partly assembled to keep them safe in transit. These come with the fittings and instructions you need. Smaller pieces and most seating usually arrive ready to use, or need only simple steps such as attaching legs.

Do I need any tools?

The basic tools needed are usually included. A screwdriver and a second pair of hands make assembling larger pieces quicker and easier.

Do you offer assembly or installation?

We don't currently offer an assembly service. For ceiling lights, pendants and chandeliers, we recommend installation by a qualified electrician.

Lighting, voltage & plugs

Will your lamps work in my country?

Each lamp is made for a specific voltage, shown on its product page. We only show you the lamps that suit your country's electricity supply: 220–240V lamps for most of the world, and 110–120V lamps for North America and Japan. Please don't use a lamp with a different voltage than it's designed for, even with an adapter.

What plug will my lamp come with?

Where a lamp offers a plug choice, such as EU or UK, you can select it on the product page. If the plug shape doesn't match your socket but the voltage is right, a simple plug adapter will work safely.

Are bulbs included?

It depends on the lamp. Many of our lamps have built-in LED light, while others use standard bulbs. Each product page says whether bulbs are included and which type to use. For a soft, warm glow, we recommend warm white bulbs (2700K).

Products & payment

Will the colour look exactly like the photos?

We work hard to show every piece accurately, but colours can look slightly different on different screens. Natural materials such as wood, marble and rattan also vary from piece to piece, which is part of their character.

How can I pay?

The payment methods available for your country are shown securely at checkout.

How do I look after my piece?

Our Care Guide explains how to care for velvet, wood, marble, glass, metal and paper lamps, so your pieces stay beautiful for years.

Still have a question?

Email us at hollishouseco@gmail.com or use our contact page. We reply within 1–2 working days.