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FAQs

SHIPPING 

How long does it take for my order to be dispatched?

Orders are sent from our warehouse within 24hrs of payment, except for preorders and customised jewellery.

Where does HOLABB deliver to?

We ship worldwide, our most popular shipping destination pricing can be found here If you don't see your country just drop us a mail

How can I follow the delivery of my order?

Once your order leaves our warehouse you will be sent a track and trace email for your shipment. If you don't receive it drop us a mail. But be sure to check your Spam folder first.

How will the parcel be delivered?

All parcels are tracked and sent via Post NL or DPD depending on capacity

What do I do if something is missing or damaged from my parcel?

In the event of a delivery problem with your order, email our Customer Services team or our Chatbot Luna.

 

ORDERS

Can I pick up my order?

Although we have showrooms, all of our stock is held in a warehouse making order collection not possible

Do I receive a warranty when I order products from your site?

All of our items come with a 2 year warranty from manufacturing defects as standard, certain products will require registration however this is detailed in the product itself. This does not cover general wear and tear or damage from use however we're always willing to help so if you have a problem just mail us!

I would like to modify or cancel my order in progress. Is this possible?

This depends on the status of your order. You should contact our Customer Service with your order number and request as soon as possible and we can try and facilitate your request.

Can I reserve a product that is out of stock?

You can reserve a product by signing up to preorders. You pay for the item and it will be shipped to you as soon as it arrives in our warehouse. If pre ordering isn't open yet it's not possible to buy in advance

What does pre-order mean?

Occasionally we'll put popular items on pre order, allowing customs to reserve their item before they arrive at our warehouse. Once in stock items are dispatched immediately

How do I know if my order has been confirmed?

After having confirmed your order and proceeded to your secure payment method, a confirmation email will be sent to you. This includes a summary of the order, the item(s), the quantity, the price of the selected products, the payment method and the delivery address. If you do not receive this please check your spam folder or contact our Customer Service

 

PAYMENT

I did not receive my order confirmation email but payment has been taken.

Check you spam mail. If it is not there it could be your contact information needs updating, in this case please email our Customer Service via our chatbot Luna or email

How do I use my promotional code?
Codes are added on the payment page of checkout. Look for the box for Gift card or Discount code, then hit apply.

 


RETURNS

What is your returns policy

Unless stated on the product page all full price items can be returned within 14 days of delivery. Please download, read and complete the below form to include in your package, returns without this information can not be processed.

Returns form (NL)

Returns form (EN)

Email us within 14 days and return the item within 30 days of delivery for a full refund. Please allow up to 10 working days for your refund to be back in your account

Can I drop off my return?

All returns must be sent back to our warehouse for the correct processing. The warehouse does not allow private collections or drop offs.

Which products are not accepted for returns?

The following items can not be returned after the packaging has been opened, used or washed:

  • underwear (briefs)
  • sale items
Which is the deadline for returning an item?

You must let us know of your request to return an item within 14 days of delivery. Items must be received back within 30 days.

What happens to my items when they are returned?

Upon reception of your return parcel and the validation by our services, HolaBB will start the refunding or exchange process. You will also receive a confirmation email for this refund or exchange.

Please be advised it can take up to 10 working days for your refund to be processed with your bank.

Hola BB believes in zero waste which means each item that is returned is carefully checked to ensure it is still in perfect condition and if possible put back into stock. Occasionally items arrive back with damaged boxes or missing packaging, in this case we will re list online as 'seconds' with a little discount to compensate. Anything that can not be re sold are either donated to charity or recycled.


CUSTOMER SERVICE

Where are you based?

Our head office is based in Amsterdam, our Warehouse is located in Wierden

How do I contact Customer Service?

The easiest way to speak to us is via email or our Chatbot Luna

How fast do I get a response to my email?

Mon - Fri we try to answer all emails as quickly as possible but due to the current situation it can take up to 48 hours to hear from us

Can I call you?

Our chat bot, email or via IG are the quickest and easiest way to speak to us


PRIVACY

How is the personal information of my account used?

Our privacy information can be found here.

Are the payments by card really protected?

Yes, our payments are processed using a 3D secure checkout flow and are compliant with PSD2 payments as required under EU law. More information on this can be found here

What is the policy as regards confidentiality?

Our privacy information can be found here.

GIFT

Can I attach a giftnote?

Unfortunately due to the current pandemic we are unable to include giftnotes at this time.

Is it possible to have gift wrapping?

Unfortunately due to the current pandemic we are unable to provide gift wrapping.



NEWSLETTER 

How do I unsubscribe from the newsletter?

Select unsubscribe in your last newsletter from Hola BB

Having trouble subscribing or unsubscribing from the newsletter

Contact our customer team via Luna the Chatbot or email


COVID19

Is HolaBB still able to deliver internationally, even to countries with stricter regulations?

We are still able to deliver internationally, however during these unprecedented times it may take longer than before for items to reach you.

Is the customer service team still available?

Our customer service team is available Mon - Fri during business hours. You can reach us via email or if you have a simple question try our FAQs page or our new Chat bot Luna

The nearest parcel point is closed due to lock-down. How do I return?

If you are currently unable to return your order please email us and we will extend the required return date.