Refund policy
14 day money back guarantee
You have 14 days from the day your order arrives to tell us it is not right. Write to us with your order number and we take it from there.
What we can take back
Items need to come back unused and in their original packaging, with any tags still attached. We cannot accept pieces that have been assembled or used, or personal care items once the seal is broken.
How a return works
- Email contact@shophollowmade.com with your order number and one line on what is wrong. A photo helps if the piece arrived damaged.
- We answer within one business day with a return address and instructions. Please wait for that address before sending anything back, otherwise we cannot match your parcel to your order.
- Once the parcel reaches us and passes a quick check, we refund to the original payment method. Your bank usually shows it within 5 business days.
Who pays for the return
If the piece arrived damaged or faulty, or if we sent the wrong item, the return is on us and so is the replacement. If you simply changed your mind, the return shipping is yours to cover.
Damaged on arrival
Tell us within 48 hours of delivery and send a photo of the piece and of the outer box. When the damage is clear we replace or refund without asking you to ship anything back.
Cancelling an order
Most orders leave our shelves within 1 to 3 business days. If you write before yours has shipped we cancel it and refund in full. After that it becomes a return.
Your statutory rights
This guarantee sits on top of the rights the law gives you where you live, it does not replace them.
If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from your order within 14 days of receiving it, without giving a reason. That right runs alongside the guarantee above, on the same 14 day clock, so in practice one process covers both: write to us and we handle it.
How to reach us
Email is the fastest way to reach us, and it leaves both of us a written record: contact@shophollowmade.com, answered within one business day. Put your order number in the first line and you save an exchange.
If you would rather speak to someone, the line is +1 575-592-5908, Monday to Friday, 9am to 5pm Mountain Time. It is a small team, so the phone is not always picked up. Leave a message, and send the same request by email, which is what actually gets it moving.
