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?
Almost certainly. We ship worldwide and every order goes out tracked.
What does shipping cost?
| Destination | Service | Cost |
|---|---|---|
| United States | Standard delivery, tracked | $7.95 |
| United States | Priority, tracked and insured | $10.95 |
| Everywhere else | Standard delivery, tracked | $6.95 |
| Everywhere else | Priority, tracked and insured | $9.95 |
| Any destination | Orders of $89 or more, tracked | Free |
Once your order reaches $89, tracked shipping is free wherever you are.
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.
How long does delivery take?
Counting from dispatch: 8 to 15 business days on the standard tracked service, 7 to 12 on priority, for the United States, the United Kingdom, Canada, Australia and New Zealand. Anywhere else it depends on customs and the local postal service, so we follow the tracking with you rather than promise a date.
Will I pay customs?
Possibly, if your parcel crosses a border. That charge comes from your own customs authority and is not part of what you pay us.
Orders and returns
Can I send something back?
Yes, within 14 days of it arriving, unused and in its original packaging. Email us with your order number and we send you a return address. Full detail is in our refund policy.
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 48 hours. 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.
