Question mark biscuits

Want to know our FAQs?

FIND YOUR ANSWER

If you’ve got a question about anything to do with Holly & Co, our marketplace or the small businesses that sell with us (we call them our Co’s), do check here first, as you should find answers to the most common queries below. We’ll be adding new ones as they come up or as we add exciting new features to our site.

Questions about our products...

  • How can I get help with my order?

    The Holly & Co team will be more than happy to connect you with the Co (the small business you are buying from on our marketplace). Please head to our Contact Us page and fill out our Customer Contact Form. We’ll aim to get back to you with an answer within 72 hours.

  • How do I upload photos for my order?

    To send your images to a Co (the small business you’re ordering from on our marketplace), please use the Customer Contact Form on the Contact Us page and select ‘I need to send images to the Co for a personalised product’ option. You’ll then be able to attach your images. We encourage you to send these within 24 hours of purchase so that we can get them over to the Co for you without impacting your delivery time. We’d be so grateful if you could include your order number too.

    Please note; the file size limit for a file upload is 100MB for both single and multiple file uploads. Most formats are accepted, but do let us know if you’re having trouble uploading an image to the form and we’ll do our best to help.

  • I’ve got the personalisation wrong — what should I do?

    Whoops! As long as you realise straight away, just let the Holly & Co team know (via our Contact Us page) as soon as possible and we will pass the message on to the Co (the small business that you ordered from on our marketplace) to try and get this sorted for you. If you realise once the product has been dispatched (or in some instances, once they’ve started making it), please refer to our Delivery & Returns Policy.

  • Can I get my product sooner?

    It’s up to the individual Co (the small business that you ordered from on our marketplace) whether they choose to offer ‘Express delivery’ or not, so it won’t be an option for every product. If ‘Express delivery’ is offered, you’ll see this information on the product page and also as an option when you go to checkout.

  • Do you do gift wrapping?

    Some of our Co’s (the small businesses that sell on our marketplace) will offer gift wrapping. However, this is very dependent on the Co and the particular product you are buying, so do check the product listing itself to see if you can add this on as an additional extra.

  • I used ‘Guest Checkout’ and need to upload a photo to my order — how do I do that?

    To send your images to a Co, please use the contact form on the Contact Us page and select ‘I need to send images to the Co for a personalised product.’ You’ll then be able to attach your images. We encourage you to send these within 24 hours of purchase so that we can get them over to the Co for you and we’d be so grateful if you could include your order number so that we can connect your order with the Co without delay.

    Please note; the file size limit for a file upload is 100MB for both single and multiple file uploads. Most formats are accepted, but do let us know if you’re having trouble uploading an image to the form and we’ll do our best to help.

  • On my order, when I put in the combination I wanted, why did it say 'This is unavailable'?

    This message will pop up if the Co (the small business you're ordering from on our site), doesn't offer the particular combination you've requested. For example, they might make a hummingbird necklace on a 30" chain in silver, but they can only offer it on a 20" chain in gold.

    It might be worth trying different combinations to see what's available or alternatively, if you want to get in touch with the Co to ask if they can make something bespoke for you, please head to our Contact Us page and fill out our Customer Contact Form and we'll pass it on for you.

Questions about delivery…

  • Can I track my order?

    Watch this space… this feature is coming soon! For now though, if you’re worried that your order has not arrived, you can contact us via the Contact Us page using our Customer Contact Form. Please select the ‘Where is my order?’ option as the reason for contacting us. We’ll get in touch with the Co (the small business you ordered from on our marketplace) and then will send you an update as soon as possible.

    Please check the delivery timescales for your product before contacting us though to check it is actually delayed or it might just be winging its way to you.

  • When can I expect my order to arrive?

    On each product page, you'll see a timeline that shows you when you can expect your order to be dispatched and arrive with you. You'll notice that some items may take longer from the time you place your order to the time it’s due to be dispatched. This is most likely because the Co (the small business you ordered from on our marketplace), is creating the item from scratch, and some orders take longer to make than others. We add both dispatch and delivery times so that you'll be clear on when your item has been dispatched and how long it should take to arrive with you.

  • My order hasn't arrived, what do I do?

    Let us know as soon as possible if your order doesn’t arrive when you expect it to. You can contact us via the Contact Us page using our Customer Contact Form. Please select the ‘Where is my order?’ option as the reason for contacting us. We’ll get in contact with the Co (the small business you ordered from on our marketplace) and then will send you an update as soon as possible.

    You should also check the actual dispatch date for your item in your order confirmation email (check your spam folder, just incase it fell in there!), as it could be that your product is yet to be sent, or better yet, it’s on its way to you.

  • How do I change the delivery address on my order?

    Please let the Holly & Co team know as soon as possible by using the Customer Contact Form on our Contact Us page. Please select the ‘I would like to change my delivery address’ option as the reason for contacting us. If you have already received an email to let you know your product(s) have been dispatched, unfortunately it will be too late to redirect your order.

Questions about your account…

  • How can I view my orders?

    For the time being, you can only view your orders by looking at your ‘Order Confirmation’ emails, which have been sent to your email address. We’re constantly updating and evolving our site, so keep an eye out for a ‘View my orders’ feature which will be coming very soon to all those who have registered for an account (it’s worth signing up if you haven’t already).

  • I'd like to delete my account — how do I do that?

    If you’d like to delete your Holly & Co account, just contact the team via the Customer Contact Form on our Contact Us page and we’ll be happy to help.

  • What do I do if my payment won’t go through?

    We’re sorry to hear you’re having problems with your payment (how annoying!). Our team will do their very best to help. Please contact us using the Customer Contact Form on our Contact Us page and select the ‘I am having problems using the site’ and the ‘there is a problem with my payment’ option.

    We take the security of your personal information very seriously, so please don’t include any sensitive details or information in the form itself — just a quick description of the issue you’re having is great. The Holly & Co team will then take care of the rest.

  • How do I change the password on my account?

    If you would like to change the password on your account, or have forgotten your password (we all do it), you can click the ‘Forgot my password’ link when you go to sign into your account and then just follow the steps.

  • I am unable to sign into my account — what do I do?

    If you’re unable to sign into your account, first check that you have entered the correct email address and password (it sounds obvious but sometimes the sneaky caps lock is on or you’re using your work email address or something). If you think it might be your password causing the issue, select the ‘Forgot my password’ option, and then follow the steps. If you’re still having trouble, let us know as we’ll be happy to investigate and help get you back into your account. Just use the Customer Contact Form on our Contact Us page and we’ll get back to you.

Questions about returns…

  • What is your returns policy?

    You can view our Delivery & Returns Policy here. Should you wish to speak to the team about a return, please fill in the Customer Contact Form on our Contact Us page and select the ‘I would like to submit a return request’ option and the team will be happy to help.

  • My item arrived faulty. What do I do?

    The Holly & Co team will be happy to connect you with the Co (the small business you ordered from on our marketplace). Please fill in the Customer Contact Form on our Contact Us page and select the ‘I would like to submit a return request’ option and then the ‘My item is faulty’ option as the reason for contacting us and we’ll be in touch.

  • Can I cancel my order?

    When you place an order, you are making an irrevocable offer to purchase that product and are committing to pay the Co (the small business you ordered from on our marketplace) the amount due for the product. In the event that you change your mind and would like to return a product, please refer to our Delivery & Returns Policy.

Other questions we often get asked…

Questions about our emails or marketing…

  • Why am I receiving emails from you?

    We only ever send emails to those who have signed up to hear from us, either on our website or when shopping with us. If you think you’ve made a mistake or just no longer want to hear from us, no problem. You can unsubscribe using the link to our preference centre in the most recent email you received, or if you can’t find one, just email the team at [email protected] and we’ll do it for you right away.

  • I want to change the emails I receive from you — how do I do that?

    You can access the email preference centre from any link at the bottom of any email you receive from us. Here you can choose which of our emails you want to receive into your inbox each week, or if you can’t find one, just email the team at [email protected] and we’ll do it for you right away.

  • How do I unsubscribe from marketing emails?

    You can unsubscribe from our emails at any time using the link to our preference centre in the most recent email you received, or if you can’t find one, just email the team at [email protected] and we’ll do it for you right away.

Questions about you…

  • Why do people seem to think I am such a brilliant human being?

    This might be because you shop at Holly & Co and support small businesses. By supporting small businesses, you are voting with your money for the kind of world you want to live in. It shows that you are someone who cares; someone that champions creativity, makes makers feel that what they do really means something and believes in changing other people’s lives for the better… which is pretty magical actually. You could’ve just shopped on Amazon but you didn’t. You are discerning. You clearly have taste. You are a very cool person.

  • Can women really ‘have it all’?

    No. It’s a myth and life is short. Just work out what makes you happy and how you can make the most of your time on the planet. Follow your passions. Be kind to others. Don’t settle for anything that dampens your spirit and do more of what lifts your soul (especially if it’s creative). Wear the bright red jumper if it brings you joy, take pleasure in the small things and reward yourself regularly if you are either A) Spinning 15 plates at once and are just about managing to keep it all together. B) Raising the next generation (see also, A). Or C) Just generally working hard and being a good person. That’s enough.

  • Why, when you put pairs of socks in the washing machine, do odd ones come out?

    We don’t know the answer to that.