Refund policy

Returns & Refunds Policy

At Hollmere, we take great care to ensure that our customers are satisfied with their purchases. The quality of our products is rigorously tested and meets international production standards. We therefore strongly recommend carefully reading the product pages and selecting the correct size, colour, and model before placing your order.

However, we understand that sometimes it may be necessary to return a product or request a refund. Please read our returns and refunds policy below to review the terms and conditions.

Returns

You may return your items within 30 days of receipt. To be eligible for a return, the following conditions must be met:

  • The item(s) must be in their original condition, unused, and with all original packaging and tags.

  • The return must be accompanied by a receipt or proof of purchase.

  • If the item is damaged or defective, please provide a detailed description of the problem and, if possible, include photos as evidence.

Please note that certain products are excluded from returns, for example:

  • Underwear or handcrafted items with individual characteristics

  • Discounted items or those purchased with gift cards or store credit

  • Products with stains, perfume odours, deformation, or damaged packaging

Refunds

You may request a refund within 30 days of receiving your package. To qualify for a refund, the following conditions apply:

  • If there is a clear quality issue, such as open seams, damaged elastic, or loose fastenings, Hollmere sincerely apologises and will resolve the matter promptly. You will receive a full refund without needing to return the item.

  • For returns due to personal reasons, we offer two options:

    • 100% refund if you cover the return shipping costs.

    • Partial refund (20–50% of the purchase price) if you choose to keep the item.

Defective products from clearance sales or promotions are also eligible for refunds.

Once we receive your return, we will inspect the item and notify you of the approval or rejection of your refund. If approved, the refund will be processed automatically using your original payment method, subject to your provider’s policies.

Important: If your account details have changed in the meantime, please notify us as soon as possible.

Refund Processing Times

  • Cancellations are only possible for regular items and must be made within 60 minutes of placing the order.

  • Refund to PayPal account: 5–7 working days

  • Refund to credit card: 5–7 working days

Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from the refund amount.

Exchanges

Free exchange is only available for damaged or defective items.

  • If you wish to exchange an item for personal reasons within 60 minutes of purchase, please contact us immediately at support@hollmere.com and place a new order.

  • Within 7 working days of receipt, if you wish to exchange the item for personal reasons, email us at support@hollmere.com and we will find a suitable solution.

Return Shipping

To return your product:

  • Send an email to support@hollmere.com with your order number, reason for return, and any photos or documents.

  • We will provide you with the nearest warehouse address and start the return process.

  • The customer is responsible for the cost of return shipping.

Shipping costs:

  • All shipping costs are non-refundable.

  • Return shipping costs are the responsibility of the customer.

Additional note:
For products valued over $10, we recommend using tracked or insured shipping.

Please carefully read our returns and refunds policy to ensure your items are eligible for return. In case of any misunderstanding, the terms of this policy shall prevail.

Undelivered Packages

If your package is marked as “delivered” but has not arrived, please contact us with proof that you did not receive it — for example, a tracking number, postal information or relevant response letters. We will then investigate the location of your package.

Contact

If you have any questions about our returns or refunds policy, please contact our customer service team at:
📧 support@hollmere.com

A customer service representative will respond within one working day.
Our service hours are: Monday to Friday, 9am–5pm (CET).

We will be happy to assist you.

Hollmere reserves the final right of interpretation of this policy.