What delivery options do you offer?
AUSTRALIA
Express Shipping (1-3 working days) - $12.95 or FREE for orders over $150.
NEW ZEALAND
Standard Shipping (5-10 working days) - $14.95 or FREE for orders over $150.
Express Shipping (3-7 working days) - $24.95.
REST OF WORLD
Standard Shipping (6-28 working days) - $29.95 or FREE for orders over $150.
Express Shipping (8-15 working days) - $34.95.
*We do our best to meet the above delivery times however these are just estimates and cannot be guaranteed. Please keep in mind holidays where shipping may be delayed. Other delays, such as customs clearance or COVID limitations, are not taken into account with the above estimates and may further delay your package.
Can I track the status of my order?
Yes, once your order has shipped you will receive a confirmation email containing your tracking number. We send all parcels through the Australia Post network and both domestic and international packages can be tracked through there. Alternatively for international customers you can use 17TRACK.
AusPost https://auspost.com.au/mypost/track/#/search
17TRACK https://www.17track.net/en
Will I be charged additional taxes or customs fees?
Customs and import charges are applied to your package once it reaches your country. These fees must be paid before your parcel can be released for delivery. We have no control over these fees and will not reimburse you for these. Contact your local customs office to find out how much you may be required to pay before placing an order with us.
Do you deliver to PO Boxes?
Yes we deliver to PO and GPO Boxes.
Where is my order?
All orders are packed and shipped out within 3 working days, you will receive a shipping confirmation email including your tracking number once your parcel has left our studio. Shipping timeframes can be viewed in our FAQ or within your shipping email. If the allowable time has passed and you still have not received your order, get in contact with us so we can chase up for you.
Where is my order?
All orders are packed and shipped out within 3 working days, you will receive a shipping confirmation email including your tracking number once your parcel has left our studio. Shipping timeframes can be viewed in our FAQ or within your shipping email. If the allowable time has passed and you still have not received your order, get in contact with us so we can chase up for you.
Can I amend my order once it has been placed?
We process orders quickly so once you have placed your order we most likely won't be able to make any changes. Although you're more than welcome to send us an email and we will see what we can do.
Where is my order confirmation?
All confirmations are sent to the email address that you provide at checkout. If you cannot find your confirmation be sure to check your junk/ spam folder. If you still cannot locate it then you can access your online account and find all details of your order here. If you don't have an account and cannot find your confirmation email then contact us.
What should I do if I received the wrong item?
If you have received an incorrect item then please get in touch with us via our contact page. We will sort things out for you ASAP.
What precautions are you taking through the COVID pandemic?
All items are stored in their original, sealed packaging until time of packing. All staff are fully compliant to health and safety practices. Sanitisation occurs multiple times throughout the day and handling of items is limited to packing only. You can be assured that your order is coming from a clean and safe environment.
I purchased a product through pre order, when will it arrive?
All items that are available for pre-order will have the estimated shipping date on the product page. If there are any delays from this estimate we will let you know.
How do I return an item?
If you'd like to return an item then you can fill out our returns form. We will provide you with instructions on what to do next. Remember we only offer a store credit for returns and all associated shipping costs are your responsibility.
Can I exchange an item?
If you'd like to exchange an item then you can fill out our returns form. We will provide you with instructions on what to do next. Remember shipping costs are your responsibility.
Will my postage costs be reimbursed?
No we do not offer reimbursement for shipping costs for returns or exchanges. We will however cover shipping costs in the event of a faulty product or incorrect item being sent.
What should I do if my item is faulty?
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items that have been damaged due to normal wear and tear, accident or through misuse will not be considered faulty and Holly & Co has the right to refuse a refund under these circumstances.
In the event of a faulty item please contact us within 5 working days of receipt along with your order number and images of the faulty goods so that we may solve your issue ASAP.
I purchased a Holly & Co product from a stockist, but it is faulty. What do I do?
Purchases made from any of our stockists are subject to their own store policies. In the event of a faulty product from any of these third parties you should return the goods directly to them to see what they can offer you. As we have no records of purchases made from our stockists we are unable to assist you.
Where is my credit/ exchange?
Returned items can take up to 2 weeks to reach us. Your store credit or exchange will be processed within 2 working days once we have inspected the items. We will provide you with new tracking for any exchanged items.
What payment types do you accept?
We accept payment from debit or credit cards - American Express, Discover, VISA, Mastercard as well as payments made by PayPal, Apple Pay, Afterpay and Laybuy.
Do you sell gift cards?
We offer e-gift cards! To buy one of our e-gift cards click here. Please note our gift cards are not a physical card, is only valid to use online and will be sent to you electronically via email.
How long do I have to use a gift card?
Our gift cards are valid for 3 years from the issue date.
What currencies are available?
You can checkout in almost any currency you like.
Why didn't my discount code work?
Ensure that you have entered the code correctly, exactly as it appears (all codes are case sensitive). Ensure the code is eligible for use on the products in your cart. Most discount codes are not eligible for use on sale or discounted items.
If you're still having trouble then be sure to get in touch with our customer service team so we may assist you further.
Can I use more than one discount code per order?
No you may only use 1 discount or promotional code per order.
Why can't I find a product I've seen advertised?
We try to only advertise current products on our social media channels. Occasionally our ambassadors will wear old school Holly & Co products that are no longer available. If you cannot find what you're looking for then feel free to contact us.
Are your products vegan friendly?
All of our products are 100% vegan and cruelty free!
Is your velvet vegan friendly?
Our velvet is 100% vegan and does NOT compose of silk.
How can I find out more information on a product?
We work hard to ensure we provide as much information about our products in the descriptions on the product page, but if there’s something more specific you’d like to know, please contact our customer service team so we can assist you further.
How can I keep my hardware in good condition?
Metal hardware will scratch and tarnish over time. To limit the amount of scratches and prevent deep blemishes we recommend avoiding large tags being worn with the collar. Avoid water contact, especially salt water as this will corrode your beautiful hardware.
Will you be getting more velvet colours?
Yes! We release new velvet colours every couple of months to keep things fun and fresh. It is our goal to have all the colours of the rainbow, because we are the velvet queens after all.
I'm having trouble signing into my account, what should I do?
Uh oh! We suggest resetting your password if you are unable to log into your account. If this still doesn't work then you can get in touch with our customer service team so we can try and help you back in.
Do I need an account to place an order?
No you can checkout as a guest if you prefer. But if you would like to see previous orders or track your current order then it always helps to make an account.
Is my personal information kept private?
Absolutely! You can read all about our privacy policy here.
Do you offer wholesale accounts?
We certainly do! Head over to this page to find out about becoming a stockist.
