Where can I buy hardbackhollow products?
The full range of hardbackhollow products is available from us directly at www.hardbackhollow.com. We ship worldwide and have been doing so since 1999, so you can place your confidence in us! We also sell some of our range on Amazon.
How do I open an account with hardbackhollow?
Simply click on Register on the top right of this page. Fill out some details about yourself and you’re ready to go! You will be sent a welcome email after successfully registering with us. Let us say - Welcome to hardbackhollow!
I have forgotten my password - what should I do?
The quickest way to retrieve your password is online. Simply go to the account page and click the 'forgotten password' link and enter your email address. We will send you a link to reset your password.
Do I need to open an account to place an order online?
No, you don’t. You can place an order as normal and check out as a guest. However, if you create an account, you will find it much quicker to check out in the future. We don’t store your card information, but we will store all your addresses, so that you will not need to fill them out each time you order with us.
I have a query regarding my hardbackhollow order and/or account. Who should I speak to?
For all enquiries, please get in touch with our helpful Customer Service team. You can either call during our opening hours or drop us an email. We are here to help from 9am to 5pm, Monday to Friday (not including Bank Holidays).
Does hardbackhollow ship to multiple addresses?
We ship to one address per order, so if you need to send to multiple addresses, please place a separate order per address. Shipping charges will apply to each order.
What packaging will my order be shipped in?
We will use either entirely recycled mailers or cardboard boxes depending on your items. We try and reuse packaging as much as possible, so if you receive a box labelled as 20 blocks when you’ve ordered some blankets, don’t panic! Just open it up and you will find your items inside.
I ordered an item from the sale, but you have sold out. Can I put it on back order?
Please note sale stock is limited and cannot be back ordered. Sometimes products which are out of stock can pass through the checkout. In this case, all the out of stock items will be cancelled from your order and refunded via the same payment method used. We will endeavour to get in touch via email as soon as possible to advise if anything on your order has been cancelled due to availability. Unfortunately, we are unable to offer alternatives.
How long will delivery take?
Delivery will vary from 1 working day to 10 depending on the delivery country as well as the service you select. For more information, please view our Delivery & Shipping page.
What happens if my order gets stuck in customs?
If your order is taking longer than normal to clear customs, rest assured that we will be tracking it every step of the way and will help you liaise with our couriers. Where possible, we will also pass direct contact information to you as it is often easier to sort out the delay locally.
For most international orders now, you can pay for customs charges up front through our delivery partner GlobalE. You can read more about that here.
What is hardbackhollow refund policy?
We will refund any item within 30 days of purchase. All we ask is that the goods are returned in their original condition. This means clothing must have hangtags still attached. Yoga mats, props and all other equipment must be in their original cellophane and/or branded wrapper. If any products have been removed from their wrapper, we are unable to accept a return. Some items are non-returnable; please see below for a full list of these items.
Any rejected returns cannot be reshipped and will be destroyed upon receipt.
Please contact us if you are unsure about our returns process.
You can find more information on our Orders & Returns page.
For international customers, you can get more information on Returns here.
Why won’t you accept my return?
On occasion, we may have to reject a return. Below are some of the most common reasons for this happening:
- It has gone past 30 days from date of purchase – our returns policy only extends to 30 days
- It has been returned with damaged packaging – we are unable to accept a return with incomplete/damaged original packaging
- It has been returned in an unhygienic condition – for Health & Safety, our staff are unable to handle returns that are contaminated
- It is an item that cannot be returned – some items are exempt from return, please see below for full list
What items cannot be returned?
We will normally accept an item back for return if it is brand new, within 30 days of the purchase date, undamaged and still in its original packaging. There are a few exceptions and these are listed below:
- Body care items such as creams/lotions/oils/soaps/lip balms etc.
- Tongue scrapers
- Neti pots/nasal catheters
- Personalised products
What happens when I've lost my returns label?
Just drop us an email and we can email another over to you.
Which payment methods does hardbackhollow accept?
For UK customers, we accept payments by PayPal, hardbackhollow gift cards and the following cards: Visa, Mastercard, Maestro and American Express. We also offer Klarna, Apple Pay and Google Pay. For those outside of the UK, we support 50+ methods which you will be offered on the basis of the country you are in.
When will I be charged for my order?
All orders are charged at point of sale. This means we debit your card or you send us a PayPal payment for the full amount of the order as soon as you complete your order.
What currencies can I pay in?
We accept 50+ currencies. You will be able to change the currency by clicking on the flag on the top left of any page and choosing the relevant currency.
6. Gift cards
Do you sell Gift Cards?
Yes we do. The terms and conditions for the sale and use of the gift cards is shown here.
1. hardbackhollow gift vouchers are supplied electronically by email, each with a unique code to enter at point of purchase. These gift vouchers can be used to purchase goods online at hardbackhollow.com or over the phone.
2. All our gift vouchers have a date of expiry, at least one year from the date of issuance, and must be redeemed before this date.
3. hardbackhollow gift voucher codes can only be used once.
4. The total value of the gift voucher will be applied against the total order including VAT. If the goods purchased online total less than the value of the gift card, the remaining balance cannot be carried over or used on future purchases. If your order exceeds the amount of your gift voucher, you must pay for the balance with an approved credit card, debit card or via Paypal.
5. Promotional offers, coupons and discounts may not be applied toward the purchase of a hardbackhollow gift voucher.
6. When redeeming gift vouchers online or over the phone, you will be required to provide the voucher number printed on the gift voucher.
7. If you have to return goods for credit originally purchased online using gift voucher(s), then in most instances you will receive another voucher code to use on a future purchase.
8. Gift vouchers cannot be used to purchase other gift vouchers.
9. hardbackhollow is not responsible for lost or stolen gift vouchers.
11. No VAT is charged when buying a gift voucher; however, purchases paid for with a gift voucher will be charged applicable VAT.
12. Gift Cards can be refunded back to the original payment method if the request is made within 30 days of purchase.
Where do I apply a discount code?
You can apply your discount code on your basket page. Please remember to do this before going through the checkout process.
Can I apply a discount code to a past purchase?
No, we are unable to apply promotional codes and discounts to past purchases.
I am a qualified yoga teacher, can I have a discount?
Yes, yoga teachers and trainee teachers qualify for generous discounts, regardless of how much you spend or the number of items in your order. We understand that sometimes you’ll need a large box of stock and at other times, you’ll just need one mat. Just go to Register on the top right of this page, then complete the application form and we’ll set the account to the correct discount level for you. Please note, your teacher discount cannot be used on top of our wholesale goods discount or any items that are already discounted.
Do you offer wholesale discounts?
Oh yes! We aim to offer you the best prices for all your yoga kit. For excellent value mats and props, you can bulk buy boxes directly from the wholesale section of our site. You’ll find the wholesale section under the relevant section on our website. For further information, please see our Wholesale Orders page. We can also provide you with quotes valid for 30 days for specific orders.
Where can I find hardbackhollow Discount Codes?
To be the first to know about any exclusive offers we're running, as well as new product launches and other updates, please sign up for our newsletter. You can find out more on our Discounts page.
Can I claim VAT back on my purchase made online?
If you have already placed your order, we will be unable to retroactively refund you the VAT. You will need to claim this back via your normal VAT return.
I have a VAT number. How do I avoid being charged for VAT?
If you live in the UK (not including the Channel Islands), we are required by law to charge you VAT whether you are VAT registered or not. To make life easier for EU customers we offer a delivery and duty paid service and this includes paying any VAT due to your local customs organisation on your behalf. You may be able to claim that VAT back if you are a VAT registered business - please refer to local tax advice. We will provide a VAT invoice to allow you to make that claim where appropriate.
Can I personalise a mat with my studio logo?
We do offer bespoke services such as mat/towel logo branding and eyeletting mats. Please get in touch with our Customer Service team to discuss your requirements.
Is there a charge for personalisation?
Yes, the charge depends on the service. Please get in touch with our Customer Service team to discuss your requirements.
Does it take longer to receive personalised items?
As this is an added service, orders with personalisation will take longer than normal to be dispatched. All orders are different, so we are unable to suggest a time-frame without knowing your requirements. Please get in touch with our Customer Service team to discuss your requirements.
Can I return my personalised product?
All personalised products will have been made to your specification. In these instances, we are unable to offer a refund for any products with personalisation. Of course, this does not affect your statutory rights.
I would like to supply goods to hardbackhollow. How do I contact the Buying department?
We are always looking to expand our product range and would love to hear from you. Please send us an email to our Purchasing team with some images, a description about your product and pricing indication for us to review.
How do I approach hardbackhollow regarding a charitable donation or sponsorship?
Please email our marketing team who will review the request. We receive many charity and sponsorship requests and although we wish we could assist every single one, unfortunately it’s just not possible. hardbackhollow is actively involved in helping charitable causes where we can, so do keep a lookout on our website and social media channels for our latest activity.
How do I unsubscribe from your newsletters?
Simply click on the unsubscribe link in the footer of an email you receive, alternatively you can email our marketing team who will manually remove your email address from the hardbackhollow mailing list.
How do I apply for a job at hardbackhollow?
Firstly, thank you for your interest! We have a dedicated page where we advertise any of our vacancies, just go to Work With Us in the footer section. We’re always looking for talented individuals to join our growing team. If you think you would be a great asset to our team, please email us with why you would love to work for hardbackhollow.
I have a question that is not answered here. Will you answer it?
Of course! Please call us on 020 8888 8588 or email [email protected]. We are here to help, Monday to Friday, 9am to 5pm.