Buy any crib, cot or toddler bed and save 20% on a mattress of your choice. Add code 'Mat20' during checkout
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FAQs

Hopefully all of your questions will be answered below! Had a read and still have a question? Contact us - we'd love to help!

Please see our Shipping page for shipping times and rates, and our Returns Policy for questions about returns.

Most frequent

Part of my order is missing! What do I do?

If your order includes furniture, this is often shipped as multiple packages. Each package has a separate tracking code in a separate email. Please be sure to check for these emails before getting in touch. We recommend using the Post NL app to track the separate deliveries.

If any part of your order does not arrive 4 working days after your expected delivery date, please contact us.

Investigations can take up to 10 business days - but we always expedite this when possible. In the unfortunate event that your package is confirmed lost, we will arrange a replacement.

My order to the UK hasn't arrived

As the UK is no longer in the European Union, there is a slightly different process for delivering your order there. Please read the details of how to track your delivery into the UK here.

What do I do if part of my order is damaged?

Unfortunately, damages can happen when your items are in transit to their new home. If this happens to you, please contact us. Select ‘Damage Report’ in the Subject field dropdown of the form, and be sure to attach pictures of the damage, to speed up the replacement process.

When will I receive the refund for my return?

As detailed in our Returns Policy, once your return has been received and processed on our side, the refund is usually in your bank account within a few days. However, in some cases and depending on the bank it can take up to 14 working days. If, after this time, you still haven't received your refund, please contact us with a photo of your proof of postage, and we'll expedite resolving the issue!

Do you have a physical store?

Yes! We have a cozy little store just outside Amsterdam. Please see our Showroom page for a map, directions and opening times.

 

Orders

Can I pick up my order?

Yes! If your items are available to collect from our warehouse. Please select local pick when placing your order on our website.

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

All of our furniture 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. Remaining products typically have a 1 year warranty 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.

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

Do you price match?

Hola BB does not price match. We work very hard to build and nuture the relationships we have with our brands and use their recommended RRPs when pricing products. 

 

Payment

I didn't receive my order confirmation email but payment has been taken! What's going on?

Please check you spam mail for the order confirmation mail. If not there, please contact us and we'll fix the situation as soon as possible!

How do I use my promotional code?
Discount codes are added on the payment page of checkout. Look for the box for Gift card or Discount code, then hit apply. Please note, only one discount code can be applied at a time. 

 

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 policy can be found here.

 

Gifts

Can I attach a gift note?

Yes! If your order is not for furniture or other large items, please add a note during checkout and we'll be sure to include it in your package.

Is gift wrapping available?

Gift wrapping is available for most orders, except furniture or other large items.

 

Newsletter 

How do I unsubscribe from the newsletter?

Click the 'unsubscribe' link in any newsletter from Hola BB

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