FAQ

The questions we get most often, answered plainly. If yours is not here, write to contact@shophollowmade.com.

Shipping

Do you ship to my country?

For now we ship to the United States only, and every order goes out tracked. If you live somewhere else, write to us and we will tell you when your country opens.

What does shipping cost?

Service	Cost
Standard delivery, tracked	$7.95
Priority, tracked and insured	$10.95
Orders of $89 or more, tracked	Free

Once your order reaches $89, tracked shipping is free. All prices are in US dollars.

When does my order leave?

Most orders leave our shelves within 1 to 3 business days. The tracking number reaches you by email the moment yours ships. This processing time is included in our delivery estimates.

How long does delivery take?

Estimated delivery from the date you place your order is 8 to 15 business days with standard tracked shipping, or 7 to 12 business days with priority shipping. These estimates include both processing and transit time. The 1 to 3 business days of processing are already included. Delivery may take longer around public holidays and peak periods.

Will I pay customs?

Possibly. Some orders ship to you from our suppliers abroad, and a parcel crossing the border can attract import duty or tax on arrival. That charge is set by US customs, collected by the carrier, and is not part of what you pay us.

Orders and returns

Can I send something back?

You can request a return within 14 days after receiving your order. Items must be unused and in their original packaging. Email us with your order number, then wait for our authorization and return instructions. We do not charge restocking fees. Full details are in our refund policy.

When will I receive my refund?

Once we receive and inspect your returned item, we email you to confirm whether the refund is approved. For eligible returns, we issue your refund to the original payment method within 10 calendar days of receiving the returned item. Your bank or payment provider may need additional time to post the refund to your account.

Who pays the return shipping?

We do, if the piece arrived damaged or faulty or was not what you ordered. You do, if you simply changed your mind.

My piece arrived broken. What now?

Send us a photo of the piece and of the outer box within 14 days of delivery. When the damage is clear we replace or refund it, and you keep the broken one.

Can I cancel?

Yes, as long as your order has not shipped. Write to us and we refund in full.

Where is my tracking number?

In your shipping confirmation email. It can take up to 24 hours to start showing anything. Follow it on our tracking page.

Products and payment

The colour looks different from the photo

Screens vary, and so do natural materials. Small differences in shade, grain and finish are part of the piece rather than a fault. If what arrived is genuinely not what was shown, that is a return and we cover it.

Is checkout secure?

Yes. Payment is handled by Shopify's checkout, your card details are encrypted and they never reach our servers.

Which currency are prices in?

US dollars, everywhere on the store.

Offers

How does the welcome discount work?

Subscribe to our newsletter for 10% off your first order. Use WELCOME10 at checkout. No minimum purchase is required; the code can be used once per customer and cannot be combined with other discounts.