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In this section
If you are placing an order from outside the UK, we now offer a tailored version of this page for international customers - take a look here.
1. Placing Orders
When you are ready to purchase the items that you have placed in your basket, you can simply click on the shopping bag icon located at the top right of the page and you will be directed to your basket. Here, you will be able to use our delivery calculator to work out how much the shipping will be for your order. Once you have selected your preferred delivery method, simply update the total by using the button below. Check that you are happy with the products in your bag, as once an order has been submitted, you will be unable to add any more items or make further changes. If you have a gift card or discount code, remember to enter it here. When you are happy with the payment total of the order, you can then click 'Proceed to checkout' on the right of the page.
Follow these simple steps to complete your order:
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Checkout Method
You can sign into your account if you have one or if this is your first visit, register with us for quicker future visits. Alternatively, you can opt to check out as a guest if you prefer. Once you make your selection, just click on 'Continue' or 'Sign In'.
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Billing & Shipping Information
Please complete all required sections. These are highlighted for you with a red asterisk (*). If possible, please enter a mobile phone number where we can reach you should we need to discuss your order. Our couriers will also text you details of your delivery straight to your mobile number provided. Your privacy is very important to us and we promise not to pass your details onto any other third party. If you are shipping to an alternative delivery address, please select 'Ship to different address' and complete the highlighted section. When you are ready, just click Continue.
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Shipping Method
You can now review your delivery method. All orders will be dispatched within 2 working days, although this time-frame may increase during exceptionally busy periods such as when we have a sale. If you have chosen an express service, your order will be shipped the same working day as long as it has been received before 2pm. For more information, please view our Delivery & Shipping page. If you wish to change to a different shipping method, just make your selection and click 'Continue'. You can review all changes before you pay.
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Payment Information
You should now be at the payment stage where you can select your payment method. Currently we accept card and PayPal payments. If you choose PayPal, you will be directed to their site to complete the payment. Please see our FAQs for a full list of all possible payment options.
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Order Review
Please spend a minute to review your order one last time. Remember, we can’t make any changes to the order once it has been submitted to us. If you would like to go back over your delivery address, just click on the Shipping Information section and it will open for you. Once you are happy with your details, you can go ahead and complete your order by clicking 'Place order'. Once all payment information has been entered, you will receive your order confirmation email.
Thank you for placing your order with hardbackhollow!
2. Amending orders
We are not able to amend orders once confirmed.
Once you have confirmed your order online, it is immediately directed to our warehouse for processing. This is a seamless process that takes place via our computer system which means that we are not able to amend any orders. Once you have received your order, if you decide an item(s) is not suitable, you can return it. Please refer to section 4. Returns.
3. Cancelling orders
Once you have completed your order at checkout, it is immediately sent to our warehouse for processing, so we are not able to cancel orders after they have been placed. If you change your mind and decide you do not want your order and wish to cancel, you will need to return the whole order once it has been delivered to you. Please follow the instructions in section 4. Returns.
In accordance with the Consumer Contract Regulations, you have 14 days from the first day that you receive the goods to return them. Should you decide to return your whole order within 14 days, we will refund you in full for the item(s) including the original shipping charge. Please note we only refund the standard delivery amount. We do not refund express delivery charges. Your refund will be processed once the goods have returned to hardbackhollow. The Consumer Contract Regulations applies to EU countries only.
All postage and handling charges associated with returning the goods to hardbackhollow are your responsibility.
IMPORTANT! You must email us to notify us if you change your mind and wish to cancel your order. If you do not inform us that you are cancelling your whole order, we will treat any goods sent back to us as a return. It is in your best interest to make contact with us to help us give you the best possible service.
There are some products we cannot cancel or refund, such as made-to-order items. Please see our FAQs for a full list.
4. Returns
We want all our customers to fall in love with their chosen items. However, if you're unhappy with your purchase, please let us know as soon as possible and return within 30 days of purchase.
If we shipped your order to an address outside the UK, then please read more here, as we now have a dedicated international return portal.
Our returns address is:
hardbackhollow Returns
The Finishing Line Ltd
Unit DC1, Prologis Park
Honywood Road
Basildon
SS14 3TS
Why we do not offer free returns, this is a deliberate decision as a business and our commitment to sustainability. In Europe, a substantial portion of parcels are returned annually, a free returns process contributes significantly to CO2 emissions and additional packaging materials.
We have confidence in your thoughtful and deliberate purchase decisions. Moreover, we are always eager to assist you in selecting the right product that perfectly suit your needs. However should you wish to make a return all returned items must be unused and in their original condition with garment tags attached. Where possible, we ask that you return all items in their original packaging. If you have broken cellophane seals on any items, please return all other labels and materials apart from the cellophane itself. Items that have been used cannot be returned. Any items that have clearly been used will be not refunded even if they are returned to us. Any rejected returns cannot be reshipped. Instead, they will either be donated or disposed of if there are no other viable options available.
Please contact us if you are unsure about our returns process.
The postage and handling of your return is your responsibility. Please ensure that you obtain proof of postage when sending your parcel back as we cannot be held responsible for any orders that do not arrive back to us. You may be able to claim compensation through your chosen return service if you have proof of postage.
Returns can only be refunded to the person who originally placed and paid for the order, and the refund can only be processed back to the same payment method. Refunds can take up to 14 days after receipt of the return.
There are some products which we cannot cancel or refund, such as made-to-order items. Please see our FAQs for a full list.
5. Exchanges
We are not able to offer an exchange service on unwanted goods. This ensures that we can maintain high stock levels and keep an up-to-date inventory at all times.
The quickest and easiest way for you to get exactly what you want in a different colour or size is to simply return the unwanted item and order another. Please refer to section 4. Returns.