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FAQs

If you don't see your question answered below, please don't hesitate to 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.

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 do I do if something is damaged from my parcel?

Unfortunately, damages can happen when your items are in transit to their new home. If this happens to you, please send us a message via our contact form. Please select ‘Delivery Claim’ in the Subject field dropdown, and attach pictures of the damage, in order to speed up the replacement process.

What do I do if my order is missing?

Don’t worry: if your package goes missing we will investigate with the shipping provider to find it. Please always allow 4 working days before getting in touch with us.

In the unfortunate event that your package has been lost, we will arrange a replacement. Please note that investigations can take up to 10 business days - but we always expedite this when possible.

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

I'm having trouble subscribing or unsubscribing from the newsletter

Please contact us and we'll be happy to help!