Our delivery & returns

Pricing

• For items costing £5 and over — standard delivery is already included within the product price.
• For items costing £4.99 and under, ordered through one Co — standard delivery will be charged at £1.65 (this is the current cost of a first class stamp, and we may increase this in line with Royal Mail pricing in future).
• For items costing £4.99 and under, with multiple Co's — if you buy one card from Co A and one card from Co B, both priced at £4.99 or under, you will pay £1.65 standard delivery per Co.
• If you buy multiple items from the same Co which are all priced at £4.99, the delivery cost of £1.65 will only be charged once.

Time frame

• Before an item is sent out, the lead time will be dependent on the Co (small business) you are buying from, and how long it takes them to make that specific product.
• After it’s been dispatched, it will take approximately 2-4 working days for delivery.

Delivery is to UK addresses only. If you enter an address outside of the UK, we will get in touch to let you know we have rejected your order and you will then receive a refund.

All the Co’s (small businesses) that sell with us can choose whether or not they offer ‘Express delivery’ on their products, so this won’t be an option for every item. If ‘Express delivery’ is available, it will say this on the product page and will also be offered at checkout.

Pricing

• The pricing of ‘Express delivery’ will be set by each Co (small business) for individual products, and you will see this price at the checkout. Pricing will depend on the specific product you are ordering, as it will be affected by the size and weight of it and so on.
• Express delivery will only be charged once per order per Co. So, if you were to buy 3 products from a single Co, all with express delivery, you would just be charged once at the highest of the 3 delivery rates.

Time frame

• Before an item is sent out, the lead time will be dependent on the Co (small business) you are buying from, and how long it takes to make that specific product.
• After it’s been dispatched, it will take approximately 1-2 working days for delivery.

Delivery is to UK addresses only. If you enter an address outside of the UK, we will get in touch to let you know we have rejected your order and you will then receive a refund.

We ask that any returns comply with the requirements listed below, so please make sure you read this through before beginning the returns process.

Which items cannot be returned?

• Any items that have been personalised for you or that have been made to your specification, such as where the products are tailor-made or you have requested that they contain a name or initials, cannot be returned, so please do check all personalisation and customisation carefully before you make a purchase.
• For hygiene reasons, we cannot accept returns of pierced earrings if the hygiene seal or transparent packaging has been broken and/or opened.
• Food and drink products.
• Large items (such as framed art or furniture), will be dealt with on a case by case basis. Please contact us to discuss your item.
• Some items may also be exempt from returns for other reasons, it will be made clear on the original listing if this is the case.
• Items which have been opened and/or used and as such are therefore not resealable.

Preparing your return

• If a return for a product has been agreed, all items must be returned in the original packaging provided.
• Fragile items (such as glassware, ceramics, rolled artwork or paper creations) must be repackaged exactly as they arrived, and wrapped carefully in the protective packaging they came with originally.
• Where provided, any branded packaging such as dust bags, jewellery boxes and clothing tags should be included with your return.
• The item(s) should be returned unused, unworn and in perfect condition so that our small businesses are able to resell them. Any returns that are damaged, soiled or returned without their original packaging might not be accepted and may be sent back to you.
• Footwear should be returned unmarked, unworn and in the original and undamaged packaging.
• Swimwear and underwear should be tried on over underwear. Returns might not be accepted if the hygiene strip has been removed or if the items are soiled, and may be sent back to you.
• Consumables (such as hand cream and soap) can only be returned for a refund if they are unopened, unused and in a re-saleable condition, with all tamper-resistant seals, packaging and any plastic wrapping intact.

Please note: if you wish to return items from multiple Co’s, you will need to request each return separately and ensure you send the items back to the correct Co’s.

If you’ve changed your mind about a product…

Customers may return the product to the Co (the small business you bought it from on our site) within 28 days, providing it’s in good condition and in its original packaging. From the date you receive the product, you have 14 days to get in touch with us to request a return, and a further 14 days to return the item to the Co (ie. the item must be back with the Co within 28 days from the date you received it).

THE PROCESS...

• Please get in touch within 14 days of receiving your product using our contact form on the Holly & Co Contact Us page to request a return (you will need to provide your order number and email address so that we can locate your order).
• Once we’ve confirmed your item is eligible for return, return postage must be covered by you and we recommend that you use a tracked service as it is your responsibility to ensure the item arrives safely with the Co. Please make sure your details are included with the return (including your order number, your name and your address). If you are unsure of the return address, please confirm with the Holly & Co team.
• For your return to be accepted, the Co must receive the returned item within 28 days of when it was first received by you.
• Once the Co receives the returned item, a refund will be issued to your original payment method within 14 days. Once the refund has been made, please allow up to seven days for the refund to appear in your account or to show on your statement.
• If you are returning a product because you’ve changed your mind, the maximum refund for delivery costs will be the cost of delivery by the least expensive delivery method offered by the Co. This means that if you have paid for express delivery, you will only be refunded the cost of standard delivery.
• You will then receive an email to confirm that your refund has been processed.

If you’ve received a faulty, broken or incorrect product…

If you receive a product that is faulty, broken or incorrect, you have 30 days from receipt of the order to contact us to request a return, and a further 14 days to return the item to the Co.

THE PROCESS…

• Please get in touch within 30 days of receiving your product using our contact form on the Holly & Co Contact Us page to request a return. You will need to provide your order number and email address so that we can locate your order, as well as including a photo and description of the product issue.
• You then have a further 14 days in which to return the item to the Co. The Co will cover the costs of return postage and we will provide you with a prepaid label.
• If you request a refund — once the Co receives the returned item, a refund will be issued to your original payment method within 14 days. Once the refund has been made, please allow up to seven days for the refund to appear in your account or to show on your statement. If you paid for ‘Express delivery’, the delivery cost will also be refunded. You will then receive an email to confirm that your refund has been processed.
• If you request a repair or replacement — this will be completed within the original delivery time frame stated on the product listing. If the Co is unable to repair or replace your product within this time frame, we will let you know so that you have the option to either accept a later delivery date or receive a full refund.

If you have any questions or would like an update on the status of your refund, please feel free to contact us.