Your Questions Answered
Frequently Asked Questions
Topics covered by these FAQ'S include:
Refunds & Exchanges
How to Return an Item
Our 'No Worries' 28-day Returns Policy
Is an Item in Stock?
How Long does Delivery Take?
Do we deliver to Non UK Destinations/take Overseas Orders?
Worried about an Order - Find out if there is a Problem
Changing or Amending an Order
Changing a Delivery Address
Cancellation of an Order
Your Order - Processing, Dispatch and Delivery Times
Delivery Damaged Items and Delivery Errors
Site and Payment Security
About Your Order
Worried about an Order - Find out if there is a Problem
Q: I've placed an order - what should I expect?
You will receive three Notification Emails -
Order Confirmation Email. Sent to customer after successful order placement to acknowledge its receipt. This email contains information about order items, shipping, billing, and order status.
Order Status Changed Email. Sent when the order’s status changes to inform the customer about the progress of order fulfilment. This will usually confirm that the order has entered the processing stage - the picking of the item, its packing etc.
Order Shipped Email. Sent when the order’s status is changed to “Shipped” to notify the customer that the purchased items are on their way.
Once an order is placed we aim to dispatch goods within two working days, though this period may vary depending upon work load and may be as early as the same day.
We make every effort to ensure that delivery takes place within three working days of the order being placed, but cannot guarantee delivery times. In the event that we cannot deliver your order or a part of your order we will inform you within two working days - a full refund will be immediately available to you.
If you have not received confirmation of shipping within three working days of placing an order please check your spam email file. If you have supplied a faulty email address you will not receive the shipping notification. If after four working days you have not received your order or the notification of shipping please contact us by email at email@example.com or phone 01663765406 and we will investigate.
Q: I've placed an order, but nothing has arrived?
When did you place the order? Was it less than three working days ago (please remember working days don't include Saturday, Sunday and Bank Holidays)? It may be the case that the order has been slightly delayed. Please check that no attempted delivery card has been left. If nothing arrives after five working days, please contact us by email at firstname.lastname@example.org or phone 01663765406 and we will investigate.
Returns - Refunds & Exchanges
Holland's 'No Worries' 28-day Returns Policy
Normal Terms and Conditions Apply, see below for details
Q: Can I return an item I have received?
Yes, of course you can. At Holland's we believe you should be completely happy with your purchase. If this is not the case, for whatever reason, you can return an item under our 28 day 'No Worries' return policy. All that we ask is that you return the item - unused, with all labels attached and in its original packaging - within 28 days of receipt.
Making an Exchange
Q: Can I exchange an item for a different size or colour?
Yes, that's fine. We will exchange your item as you wish, as long as we have the new item in stock (if it is out of stock, we will offer a refund or second choice). Please return the exchange item - unused, with all labels attached and in its original packaging - within 28 days of receipt. The return postage will be paid by you, but we will not ask for additional postage to return the exchange item to you.
Special conditions apply to International Returns and Exchanges
International customers can return items for refunds, but are liable for the return shipping costs. Where an international customer wishes to exchange an item they must return the original order for a refund and place a new order for the required item
Q:What do I do if I have received a damaged or faulty item?
You may wish to contact us via our contact page to discuss the problem. A faulty item can then be returned to us for a full refund, or be exchanged for another item. Please return the item with the packing slip and a covering note. If an item is genuinely faulty we will refund all reasonable postage costs - please use a signed for postal method, but do not use a special delivery service. Please contact us immediately it you believe the item may have been damaged in transit, as we will need to make a claim against the courier.
Q:How do I return an item?
Please zip up, button/stud up, and fold the item carefully, so it is returned in the condition you received it. Please return the packing slip, containing bags, packaging and all labels, with the item. We recommend that you use a signed for service, via a reputable courier, such as Royal Mail for smaller items and Parceline for larger items, with adequate insurance to cover the value of the item. To facilitate a speedy exchange or refund, please include your packing slip and note stating the reason for the return and whether you require an exchange or refund. Our returns address can be found on our contact page and the on packing you received with your order. If you are returning an item that is not faulty you will be liable for the postage costs and these will not be refunded as part of the return. Please note, used items cannot be returned unless faulty.
Making a Change to an Order
Q: Can I change the items on an order after it has been placed?
If you wish to make a change to an order, please e-mail us immediately. If notification of the change is received before an order has been sent we will be able to comply with your request, if the necessary stock is available.
Q: Can I change the delivery address on an order after it has been placed?
If you wish to make a change to an address, please e-mail us immediately. If notification of the change is received before an order has been sent we will be able to comply with your request.
Cancellation of an order
Q: Can I cancel an order after placing it?
If you wish to cancel an order, please e-mail us immediately. If notification of cancellation is received before an order has been sent we will immediately send a full refund including all your postage costs. If an order has been sent out you will need to return it to us unused, with all labels attached and in its original packaging - within 28 days of receipt. Please zip up, button up, and fold the item carefully, so it is returned in the condition you received it.
Q: Is my item considered faulty?
Please note we can only be responsible for product failure due to defective workmanship or materials. We are not responsible for product failure if the product was not used for its intended purpose or was damaged by accident, misuse or neglect. Furthermore we are not responsible for failure of an item due to fair wear and tear or ageing. If you have a legitimate claim for a product failing please contact us by Email with details of the product, fault and age.
Damaged Items and Delivery Mistakes
Q: The item delivered is not what I ordered, what happens?
In the event of an item being delivered that is not what your ordered according to the packing slip and having been sent in error by ourselves we will accept full responsibility and refund or exchange the item upon its return to us. We will also refund all reasonable postage costs - please use a signed for postal method, but do not use a special delivery service.
Q: The item delivered has been damaged in transit, what happens?
Please notify us immediately if you have a problem, a lengthy delay may affect our ability to place a claim against a courier for a transit damaged item. Please then return the item to us and we will send out a new item. We will also refund all reasonable postage costs - please use a signed for postal method, but do not use a special delivery service.
Order Processing, Dispatch and Delivery Times
Q: I just placed an order, how long will it take to arrive?
Once an order is placed we aim to dispatch the item the following working day, though this period may vary depending upon work load and may be as early as the same day. Please note that this may mean that orders placed after 10 am on Friday may not ship until the following Monday.
We make every effort to ensure that delivery takes place as quoted, but cannot guarantee delivery times. In the event that we cannot deliver your order, or a part of your order we will inform you within two working days - a full refund will be immediately available to you.
Q: How will my order be sent?
As a UK customer you have the choice to have your order sent by either
Royal Mail 24 hr Tracked
Next working day delivery in most cases
(service aims to deliver the next working day
- from point of processing)
Proof of Delivery
Royal Mail 48 hr Tracked
2–4 working day delivery in most cases
(service aims to deliver in 2-3 working days)
Proof of Delivery
This applies to all UK destinations including Scottish Highlands and Islands, and N. Ireland. However, remote locations may experience a delay on quoted delivery times.
Please note all quoted postal delivery times are from notification of an order being shipped, not from the notification of the order having been placed
Q: How much is the postage for an order?
We keep our postal rates as low as possible.
We now offer free delivery on orders over £75
So it pays to spend more!
Royal Mail Tracked 48 hr just £3.95
Royal Mail Tracked 24 hr just £5.95
Orders Over £75 delivered FREE*
(*with Royal Mail Tracked 48 hr. 24 hr option is available)
Above applies to UK ONLY. For overseas additional rates apply.
Q: Do you accept orders from overseas/non UK destinations?
We are pleased to accept orders from outside the United Kingdom.
For Europe and Associated Territories
are Calculated As Follows;
DPD Classic Road Europe Zone 1
DPD Classic Road Europe Zone 2
DPD Classic Road Europe Zone 3
DPD Classic Road Europe Zone 4
Interlink Classic Road Europe Zone 5
Bosnia and Herzegovina
Please note in exceptional cases where weight or size restrictions are exceeded it may be necessary for additional carriage charges to be levied. If this is the case you will be contacted by email. In certain circumstances we reserve the right to cancel and refund orders.
Courier method used DPD Classic Road
DPD Classic Road
For Non European Destinations
Shipping Method – “Interlink Classic Air”
USA - £32.99 3-6 Working Days
Canada - £36.99 3-6 Working Days
Australia - £36.99 4-7 Working Days
New Zealand - £52.99 4-7 Working Days
South Africa £35.95 4-6 Working Days
International Shipping is presently not available to destinations not listed above
Costs are based upon consignments complying with standard Airmail volumetric size and weight restrictions
Please note in cases where volumetric restrictions are exceeded additional charges may be necessary. We will contact you via email if this is the case. In certain circumstances we reserve the right to refuse the order and provide a full refund.
For futher clarification of shipping costs and volumetric restrictions please feel free to send an email. If you provide details of your proposed order we can advise of any potential issues.
Q: Is my payment safe when shopping at Holland's Country Clothing?
To ensure your shopping experience at Holland's Country Clothing is safe and secure we accept payment through a third-party payment provider - namely SHOPIFY
We also accept payment through PayPal, the world's most popular secure method of delivering online payment for goods and services. The PayPal payment system is highly secure, using industry-leading technology (such as SSL) to keep your information safe. PayPal automatically encrypts your confidential information in transit from your computer to theirs using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
Q: Will I need to open a PayPal Account?
It is not necessary to open a Paypal account to place an order with us
You are able to use any card of your choice, or pay through a Paypal account.
Q: Why does Holland's Country Clothing use Paypal for finance processing?
It's safer - PayPal's secure payment platform lets you shop using your debit card, credit card or a PayPal account without sharing your financial details.
You pay Paypal and they transfer the funds to us.
We receive none of your financial details, so there is no potential for fraud or financial data loss on our part.
PayPal can also help get your money back if something goes wrong with your purchase.
You also benefit from their fraud prevention team and leading technology designed to protect you against identity theft.
If you do not already have a Paypal account you do not need to open one, just use the card of your choice.
The system is simple, secure, and efficient.
Products - Is an Item in Stock?
We stock a very wide range of products, in a huge range of sizes and colours.
Q: I want to place an order, how do I know if an item is in stock?
Our website updates to show which items are out of stock, and our inventory control system will stop you buying an item that has become out of stock in the short time period between website updates.
So you can place an order with every confidence that you will not be disappointed.
However, in a very small number of cases, due to an inventory error an order might be placed for an item that proves to be out of stock. In such circumstances we make a full and immediate refund of your entire payment to us.
Q: Will my details be protected when I shop at Holland's?
At Holland's Country Clothing we realise your privacy is of the utmost importance.
We never release your personal details to third parties for mailing or marketing purposes.
When you make a purchase from Holland's County Clothing we retain a copy of the order and only the information contained within (including your name, email address, delivery address, etc.) - this is used purely to record the transaction should we need to refer to it at a later date.
This information is treated as fully confidential.
Q: Will I be added to your mailing list?
At Hollands Country Clothing we value our customers, when you choose to purchase a product from us we automatically add you to our mailing list. We do this as we like to keep you updated on any offers, discounts or new products which are coming into stock. We promise to send no more than two emails a month to our customers as we understand how frustrating it is to receive a consistent barrage of spam emails every day. We also send you a welcome email once you have purchased from us detailing this promise, at this point if you do not want to receive any further emails simply click the ‘unsubscribe’ link at the bottom of the email and we will remove you permanently from our mailing list. Alternatively simply send us a quick email to ask us to remove you.
The Data Protection Act 1998
The Holland's Country Clothing website fully complies with the principles of the Data Protection Act 1998.
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