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Whether you have a question, feedback, or a concern about your order – feel free to write to us!
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How much does shipping cost?
Shipping costs a flat rate of €3.95 within the EU.
Shipping is free for orders over €45.
What is the return policy?
You can return items within 14 days of receipt, provided they are unused, in their original packaging, with tags attached, and with proof of purchase. To initiate a return, please contact us at hello@hoolastore.com ; upon approval, you will receive a return label and instructions. Returns without prior request will not be accepted.
If your return is accepted, customers are responsible for return shipping costs, and we do not provide prepaid shipping labels. Items returned to us without a prior return request will not be accepted.
When will I get my order?
With sustainability in mind and the goal of reducing waste, we only produce orders as they come in, which usually takes about 1-3 business days . Once it's ready, we ship with DHL Global Mail from our partner facility in Lithuania, and delivery typically takes 3–10 business days .
Shipping times can vary a little depending on volume or global delays, but we'll always do our best to get your order to you as quickly as possible. Unfortunately we don't have the resources of giants like Amazon, but we put a lot of care into making sure your package arrives safe and sound.
How can I track my order?
Once your order has been fulfilled, we will send you an email to let you know. In the email you will see a tracking number to follow the shipment. Please allow up to 2 days for the tracking to update.
My order says it was delivered but I haven't received it. What should I do?
We recommend that you contact the delivery company for details about the package first. We'll also look into it on our end to see if we can get any updates.
Sometimes, packages might be left in a hidden spot or with a neighbor, so it's worth checking those options. If you still can't find the missing package, you'll need to place another order.
If it's deemed that the shipping company lost the package or delivered it to the wrong address and it cannot be recovered we will reship or refund the order.
I accidentally entered the wrong shipping address. What should I do?
Please contract us immediately if there are any errors with the shipping details. If the order has not shipped yet, we can make changes.
If you've entered your return address, the package will be sent back to us.
If the package hasn't been returned to us, you can file a claim and place a new order.
If the package comes back to us, we can resend it, but you'll need to cover the additional shipping cost.
Just a heads up: it's your responsibility to ensure that you have the correct addresses for your customers. We're here to help you sort things out, but ultimately, the costs will fall on you. So, double check that information!