At HOLLOWAY MODE LTD, we want customers to feel confident when purchasing women’s clothing through hollowaymode.com. This policy explains our process for returns, exchanges, and refunds.
Nothing in this policy is intended to exclude, restrict, or reduce any statutory consumer rights that apply to your purchase.
1. Change-of-Mind Returns
For qualifying online purchases, UK consumers generally have a statutory cancellation period of 14 days from the day after receiving the goods.
If you wish to cancel a qualifying purchase, you should notify us clearly within the applicable cancellation period. After notifying us, the goods should generally be returned within the period required by applicable consumer legislation.
Certain goods or circumstances may be excluded from statutory cancellation rights where permitted by law.
2. Return Conditions
Unless a different legal requirement applies, we ask that returned clothing items:
Are unworn and unused.
Have not been washed or altered.
Are returned in suitable condition.
Have original tags or labels attached where applicable.
Include sufficient order information for identification.
Are securely packaged to help prevent damage during return transit.
Customers may inspect clothing to the extent reasonably necessary to establish its nature, characteristics, and functioning. Where goods have been handled beyond what is reasonably necessary for inspection, we may be entitled to make an appropriate deduction where permitted by law.
3. Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us as soon as reasonably possible.
Please provide:
Your order number
Product name
Description of the issue
Photographs where appropriate
We will review the circumstances and provide an appropriate remedy in accordance with applicable consumer law.
Your statutory rights concerning faulty or non-conforming goods are not affected by this policy.
4. How to Request a Return
Please contact our customer support team before sending a return:
Please include your order number and briefly explain the reason for your return or whether you are requesting an exchange.
We will provide the relevant return instructions where applicable.
5. Return Shipping Costs
For a change-of-mind return, the customer may generally be responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to cover the cost.
Where a product is faulty, damaged, incorrect, or does not conform to the contract, return costs will be handled in accordance with applicable law and the circumstances of the case.
6. Exchanges
We may offer exchanges where the requested replacement item or size is available.
If you would like to request an exchange, please contact us before returning the product and provide:
Your order number
The product you wish to exchange
Your preferred replacement size or item
An exchange cannot always be guaranteed because stock availability may change.
If the requested replacement is unavailable, we will discuss an appropriate alternative where applicable.
7. Refunds
Once an eligible return has been received and processed, an approved refund will generally be issued to the original payment method.
Where statutory cancellation rights apply, refunds will be handled in accordance with applicable UK consumer law.
The time required for a refund to appear in your account may vary depending on your bank or payment service provider.
8. Original Delivery Charges
Where a qualifying statutory cancellation right is exercised, the treatment of the original standard delivery charge will follow applicable consumer law.
Where you selected a more expensive delivery option than the standard delivery service offered, any additional cost may not be refundable where permitted by law.
9. Condition of Returned Items
We understand that customers need to inspect clothing before deciding whether it is suitable.
You may handle and inspect an item in a reasonable manner similar to what would normally be possible in a physical shop.
If an item has been used or handled beyond what is reasonably necessary for inspection and its value has consequently been reduced, an appropriate deduction may be made from the refund where legally permitted.
10. Return Processing
After a returned item reaches us, we will review the product and relevant order information.
Processing time may vary depending on the volume and nature of returns.
Once an eligible refund has been approved, it will normally be sent to the original payment method.
11. Proof of Return
We recommend using a suitable postal or courier service and retaining proof of postage and tracking information where available.
Please keep your return tracking information until the return has been confirmed as received or the matter has otherwise been resolved.
12. Items Returned Without Order Information
We recommend contacting us before sending a return so that we can provide the correct instructions.
If an item is returned without sufficient order information, processing may take longer while we identify the relevant purchase.
13. Statutory Consumer Rights
This policy does not affect your legal rights.
Depending on the circumstances, UK consumers may have legal rights where goods are faulty, not as described, or not fit for purpose, as well as cancellation rights for qualifying distance purchases.
Where this policy differs from a mandatory statutory right, the applicable legal requirement will prevail.
14. Contact Us
For assistance with returns, exchanges, or refunds, please contact:
