Refund policy

Returns & Refunds

Last updated: October 23, 2026

We want you to love every piece from Hollis House. If something isn’t right, here’s how we can help.

Damaged, faulty or incorrect items
Please inspect your order when it arrives. If an item is damaged, faulty, incorrect or has missing parts, contact us within 14 days of delivery at hollishouseco@gmail.com (or through our contact page) with your order number, clear photos or a short video of the item and its packaging, and a short description of the issue. Once reviewed, we will arrange a replacement, the missing part, or a full or partial refund, depending on the issue.

Minor marks that do not affect use (such as small scratches, slight creasing or loose threads), and damage to the outer shipping box only, are not considered damage.

Orders that have not arrived
If your order has not arrived within the delivery time shown at checkout, please contact us and we will investigate with our delivery partner. If tracking shows your order as delivered but you have not received it, please check with neighbours and your local post office first. We may need an official non-delivery confirmation from the post office before we can resolve it.

Change of mind
Each piece is shipped directly from our partner warehouses, so we are 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 (see the UK and EU sections below). Please check dimensions and details carefully before ordering, and contact us with any questions.

Cancellations
You can cancel your order for a full refund before it has been dispatched. Once dispatched, it can no longer be cancelled, except under the UK and EU rights below.

Incorrect address
Please make sure your shipping address is correct. We cannot be responsible for orders delivered to an incorrect address provided at checkout.

United Kingdom and European Union customers
If you are a consumer in the United Kingdom or the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, for any reason, unless an exemption applies.

To cancel, contact us within 14 days of receiving your order. You must then return the goods within 14 days of telling us. Items must be unused, in their original condition and packaging. You are responsible for the cost of returning the goods. We will provide the return address when you contact us.

We will refund the product price and the cost of standard delivery within 14 days of receiving the returned goods, or evidence that you have sent them back. We may reduce the refund if the goods have been used or handled more than necessary to inspect them. We do not refund any extra amount paid for express or premium delivery.

Refunds
Approved refunds are issued to your original payment method. Depending on your bank or payment provider, it may take 5–10 working days to appear. If you have not received your refund within that time, please contact us.

This policy does not affect any rights you may have under applicable consumer protection laws, including where goods are faulty, not as described, or not delivered.

Contact
To cancel an order, report a damaged item, or ask about a return, please contact us at hollishouseco@gmail.com or through our contact page.