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FAQs

SHIPPING

How long does it take for my order to be dispatched? 

We aim to ship orders placed before 3pm weekdays on the same day. During current August holidays please allow extra time for delivery.

Where does HOLABB deliver to?

Hola BB posts small parcels worldwide and furniture orders to most countries. Shipping costs and permissions are calculated at checkout.

Please note, orders from outside the EU are VAT free but VAT and customs fees may be applied by the destination country.

Our most popular shipping destination pricing can be found here If you don't see your country just drop us a mail

How can I follow the delivery of my order?

Once your order leaves our warehouse you will be sent a track and trace email for your shipment. If you don't receive it drop us a mail. But be sure to check your Spam folder first.

How will the parcel be delivered?

Most packages are sent with Post NL some furniture orders are sent with other couriers.

Please note, it is strongly advised to have assistance when accepting furniture as most couriers only provide doorstep delivery. If you need the items delivered to your door or floor you must request this so we can pass the information on to the courier as it will incur extra costs. 

What do I do if something is missing or damaged from my parcel?

In the event of a delivery problem with your order, email our Customer Services team or our contact us via our chat function.

Missing packages - Do not worry, if your package goes missing we will investigate with the shipping provider to find it. In the unfortunate event that it is lost we will arrange a replacement. 

However, investigations can take up to 10 business days we will always aim to expedite this where possible. 

 

ORDERS 

Can I pick up my order?

Yes! If your items are available to collect from our store. Please call us before placing an order to arrange.

Do I receive a warranty when I order products from your site?

All of our items come with a 2 year warranty from manufacturing defects as standard, certain products will require registration however this is detailed in the product itself. This does not cover general wear and tear or damage from use however we're always willing to help so if you have a problem just mail us!

I would like to modify or cancel my order in progress. Is this possible?

This depends on the status of your order. You should contact our Customer Service with your order number and request as soon as possible and we can try and facilitate your request.

Can I reserve a product that is out of stock?

You can reserve a product by signing up to preorders. You pay for the item and it will be shipped to you as soon as it arrives in our warehouse. If pre ordering isn't open yet it's not possible to buy in advance

What does pre-order mean?

Occasionally we'll put popular items on pre order, allowing customs to reserve their item before they arrive at our warehouse. Once in stock items are dispatched immediately

How do I know if my order has been confirmed?
What does pre-order mean?

Occasionally we'll put popular items on pre order, allowing customs to reserve their item before they arrive at our warehouse. Once in stock items are dispatched immediately

Do you price match?

Hola BB does not price match. We work very hard to build and nuture the relationships we have with our brands and use their recommended RRPs when pricing products. 

 

PAYMENT

I did not receive my order confirmation email but payment has been taken.

Check you spam mail. If it is not there it could be your contact information needs updating, in this case please email our Customer Service via our chatbot Luna or email

How do I use my promotional code?
Codes are added on the payment page of checkout. Look for the box for Gift card or Discount code, then hit apply.

 


RETURNS

What is your returns policy

Unless stated on the product page all full price items can be returned within 14 days of delivery. Please download, read and complete the below form to include in your package, returns without this information can not be processed.

Returns form NL

Returns form EN 

Email us within 14 days and return the item within 30 days of delivery for a full refund. Once received to our warehouse please allow up to 10 working days for your refund to be processed after it is received by our warehouse.

 

Can I drop off my return?

Yes! You can return all items to our store in Badhoevedorp

Our summer store opening times for July and August are:
Mon/Tue: 12-5pm
Wed/Sat: 10-5pm
Sun: Closed
Which products are not accepted for returns?

The following items can not be returned after the packaging has been opened, used or washed:

  • underwear (briefs)
Which is the deadline for returning an item?

You must let us know of your request to return an item within 14 days of delivery. Items must be received back within 30 days.

What happens to my items when they are returned?

Upon reception of your return parcel and the validation by our services, HolaBB will start the refunding or exchange process. You will also receive a confirmation email for this refund or exchange.

Please be advised it can take up to 10 working days for your refund to be processed with your bank.

Hola BB believes in zero waste which means each item that is returned is carefully checked to ensure it is still in perfect condition and if possible put back into stock. Occasionally items arrive back with damaged boxes or missing packaging, in this case we will re list online as 'seconds' with a little discount to compensate. Anything that can not be re sold are either donated to charity or recycled.


CUSTOMER SERVICE

Where are you based?

Our store and head office is in Badhoevedorp, just outside Amsterdam. Our current warehouse is located in Wierden.

Our summer opening times for July and August are:
Mon/Tue: 12-5pm
Wed/Sat: 10-5pm
Sun: Closed
How do I contact Customer Service?

The easiest way to speak to us is via email or our Chatbot Luna

How fast do I get a response to my email?

Mon - Fri we try to answer all emails as quickly as possible but due to the current situation it can take up to 48 hours to hear from us

Can I call you?

Yes! For general questions get in with us quickly +31618159157 we're available to take your calls between the hours of 10am and 4pm.

Questions relating to existing orders, returns or exchanges can not be answered via whats app, please contact us on email orders@holabb.com.


PRIVACY

How is the personal information of my account used?

Our privacy information can be found here.

Are the payments by card really protected?

Yes, our payments are processed using a 3D secure checkout flow and are compliant with PSD2 payments as required under EU law. More information on this can be found here

What is the policy as regards confidentiality?

Our privacy information can be found here.

GIFT

Can I attach a gift note?

Yes! Please add a note during checkout and we'll be sure to include it in your package* Items excluded from this are furniture and large boxes.

Is it possible to have gift wrapping?

Gift wrapping is available for most orders, please email us in advance to check



NEWSLETTER 

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Select unsubscribe in your last newsletter from Hola BB

Having trouble subscribing or unsubscribing from the newsletter

Contact our customer team via Luna the Chatbot or email