Returns, refunds and exchanges

Changed your mind? That's completely fine.

You've got 30 days from delivery to send something back, and we'll help you sort it out.

  • EU orders: start your return from the relevant Order Status page in your Account.
  • UK orders: message us through our Contact Page and we'll send you the right return address.

For UK orders, the return address depends on what you ordered. Many items come back to our UK warehouse, with no international postage and no customs paperwork. We'll confirm when you get in touch.

Once you've told us you're returning, please send the item(s) back within 14 days. Return postage is yours to cover, unless something arrived damaged or faulty.

♡ Something arrived damaged or faulty?

We're sorry - and we'll put it right. Fill out the form on our Contact Page within 7 days of receipt if you can, so we can sort it quickly and claim against the carrier. We'll cover the return and refund your delivery charge if you'd rather have your money back than a replacement. Getting in touch later doesn't affect your statutory rights.

♡ Frequently asked questions

How should I pack my return? +

You can open it and inspect it, just as you would in a shop, but please don't use, wash, or assemble it beyond that.

Furniture travels best in the box it arrived in, so hold onto the packaging until you're sure. Ideally it comes back with all parts in the original rope or strapping, screws in their original bag, and the manual included. If the packaging has gone, don't worry, we'll still take the return, we just deduct a €30 repackaging fee (£25 for UK returns).

Pop a note inside with your order number and reason for return, and use a tracked service, keeping your proof of postage.

Is there anything you can't take back? +

Only things sealed for hygiene reasons, if the seal is broken. E.g.:

  • Mattresses, sealed in protective plastic. Keep the plastic on until you're happy.
  • Breast pump equipment and accessories, in sealed hygiene packaging.

If the seal is intact, these come back like anything else. And none of this affects your rights if an item is faulty.

When will I get my money back? +

Within 14 days of your return reaching us, or of you sending us proof of postage, whichever comes first. It goes back to your original payment method, and your bank may take a few days more.

If you cancel within 14 days of delivery we'll refund your original delivery charge too, at our standard rate. After that, our own 30 day policy applies and delivery isn't refunded.

If a returned item has been used, damaged, altered, assembled or handled beyond what is reasonably necessary to inspect it, or is returned with parts or components missing, this may reduce the value of the item. Where permitted by applicable consumer law, we reserve the right to make a reasonable deduction from your refund to reflect any reduction in value resulting from such handling or damage.

We inspect returned items when they arrive at our warehouse and may photograph the condition of the goods and packaging as part of our returns assessment.

This does not affect your statutory rights, including your rights where an item is faulty, damaged on arrival or not as described.

Can I exchange instead? +

Yes, same process and same timescales. Tell us what you'd like instead when you start your return and we'll send it once the original reaches us.

What happens to returned items? +

Hola BB believes in zero waste. Everything that comes back is checked by hand and, wherever possible, goes straight into stock. Items in perfect working order but with a damaged box get re-listed as second chance at a discount. Anything we truly can't sell is donated or recycled.

Are there any closures I should know about? +

Our returns locations are closed during week 52, week 1, and on public holidays. Anything arriving then is processed as soon as we reopen.

None of the above affects your statutory rights, including your right of withdrawal and your rights in respect of faulty goods. See the Right of Withdrawal panel below for details.

Declare withdrawal

Please fill out the following form to declare your withdrawal from the contract.