Important information

Return window
You have 30 days from the date of delivery to initiate a return for most items. Some categories may have different rules (for example: perishable or personalised items); these exceptions will be clearly stated on the relevant product page.

How to start a return

1. Email info@holly-london.com within 30 days of delivery and include your order number and reason for return.
2. Our customer service team will acknowledge your request within 2 business days and will provide a return authorisation and the correct return address or instructions. (If your return is accepted, we’ll tell you whether we will provide a prepaid return label or whether you should return the item at your own cost — see “Return shipping costs” below.) 

Condition of returns

• Items must be returned in original condition: unused, undamaged, with tags attached and in their original packaging (unless the item is faulty).
• Use a tracked shipping service for returns — customers are responsible for the package until it is received at our facility.

Return shipping costs

• If the return is due to our error (wrong item, defective), we will cover return postage or provide a prepaid return label.
• For all other eligible returns, return shipping costs are the responsibility of the customer.
• No restocking fees are applied.

Return address / facility

All authorised returns should be sent to the address supplied in your return authorisation. Our international returns facility handles all returns efficiently and securely. Customers will receive the correct return address after contacting our customer service team.

Refunds

• Once we receive and inspect the returned item, we will email you to confirm the refund.
• Refunds are issued to the original payment method.
• Refund processing typically takes 14 days after we confirm receipt and inspection. The time for funds to show in your account depends on your card issuer/payment provider. 

Cancellations

• To cancel, contact info@holly-london.com as soon as possible. Cancellations are only possible before the order has been dispatched. If the order has already left our facility, we will provide return instructions.

Damaged / incorrect items

• If you receive a damaged or incorrect item, email info@holly-london.com within 24 hours of delivery with order number and photos of the item and packaging. We will reply within 2 business days with next steps (replacement, refund or a return label).

Exchanges

• If you need a size or colour exchange, contact customer service. Exchanges are handled as returns + new orders unless otherwise specified.

Company information:

• Website name: Holly London
• Company name: CDJ Business
• Address: Noordvliet 103, 3142CK Maassluis, Netherlands
  
• Email: info@holly-london.com
• Phone number: +31623695573
• Contact form: Here
• VAT number: 92591477
• VAT registration number: NL004963188B75
• Customer service: Our customer service is available from Monday to Friday, 9:00 a.m. to 21:00 p.m.
• Response time: Customer service will respond within 24 hours on business days.