FAQs

SHIPPING

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

All orders are shipped within 1-2 days and you'll receive an email once your items are on their way to you. If your order includes multiple boxes separate tracking codes will be sent via email.

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?

Our smaller item orders are shipped with Budbee home delivery.

The rest of our orders are sent with Post NL or DPD. Orders that are shipped directly from the supplier may be 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 damaged from my parcel?

Unfortunately, damages can happen when your items are in transit to their new home. You can send us a message using our contact form , selected delivery claim. We always requests you send pictures of any damages when you send in your claim to speed up the process in arranging replacements.

Large furniture orders from our Quax, We are Bitte and Woodluck collections have the following delivery options

Collection can be made from our warehouse in Arnhem 10am - 4pm Mon-Fri.

Hondiusstraat 24C, 6827DE Arnhem Netherlands

2 man delivery on a set date - delivery to the ground floor only

What do I do if my order is missing

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?

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

You can find our returns policy here

Can I drop off my return?

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

Want to see when our store is open or get live directions, you can view us on Google Maps

Which products are not accepted for refunds?

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

underwear (briefs)
used breast pumps
sale items

Which is the deadline for returning an item?

30 days within reciept of the original order.

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.

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.