Returns, refunds, and exchanges are accepted within 30 days. Return costs are the customer’s responsibility. For faulty or damaged items, please fill out the form on our contact page.
- Returns must be sent with track and trace. Items without tracking or that don’t arrive will not be refunded.
- Items must be in unused, original condition with tags and packaging intact. Used, opened, or washed items cannot be returned, including:
- Underwear (briefs)
- Breast pump equipment or accessories
- Mattresses
- Sale items
-
Please note, open mattresses will not be refunded in any instance. Please keep the protective plastic on mattresses until you are completely happy. Furniture must be returned in its original condition with the manual, screws in the original bag, all pieces secured with rope or string (as when received) and in the original box all parts, including manuals and screws. A €30 repackaging fee will be deducted if not described.
-
If items cannot be resold at full value, a reduced refund may be issued based on condition.
-
Returns are processed within 10 days, and refunds may take up to 14 days to appear in your account.
Please send all returns to the following address:
Udex LogisticsMake sure to include a clear note with your order number and the reason for return.
Please note: the return location will be closed during week 52, week 1, and on public holidays.
Frequently asked questions
Which products are not accepted for returns?
The following items cannot be returned if the packaging has been opened and/or the item used or washed:
- underwear (briefs)
- breast pump equipment or accessories
- mattresses
- sale items
What is the deadline for returning an item?
We must receive your exchange/return product within 30 days of receipt of delivery.
What happens to my items when they are returned?
Upon receipt of your return item(s), HolaBB will start the refund or exchange process. You will receive a confirmation email when this is completed. Please allow up to 10 days for this.
It can then take up to 14 working days for your refund to be processed with your bank.
Hola BB believes in zero waste, which means that each returned item 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 re-list the item online as 'seconds', with a small discount to compensate. Anything that can not be re-sold is either donated to charity or recycled.
How long does it take to receive my money back?
Once your refund has been confirmed and processed on our side, it is usually in your account within a few days. In some cases and depending on the bank you use it can take up to 14 days.
Will my original shipping costs be refunded?
Original shipping costs will only be refunded if the item is faulty and you do not want to receive a replacement.
Do I have to pay shipping for my return if nothing is wrong with it?
Yes, all returns must be covered by the customer. If your item is clearly faulty we will send you a return label for shipping the item back to us