FAQ
General Information
Q: Where are your products made?
All of our clothing lines are designed and handmade in the England. Currently only our Hats are produced overseas and finished in the UK. We’re keen to hear from anyone who can help us bring headwear manufacturing back to the UK at affordable rates. We've spent dozens and dozens of hours searching.
Q: How can I contact you?
Simply email us at info@hollowheadthreads.com or custservices@hollowheadthreads.com
Ordering
Q: How do I place an order?
You can place an order by browsing our collections on our website, selecting the right size, adding items to your cart, and then proceeding to checkout. Follow the on-screen instructions to complete your purchase.
Q: What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express), PayPal, Klarna and Apple Pay.
Q: Can I pay for my product in instalments?
We offer third-party payment options such as Klarna and PayPal, which may allow you to pay for your order in instalments. However, please note that the decision to approve instalment payments is made by the third-party payment provider, not us, and is based on factors such as your credit rating, your location and order amount.
Q: Can I change or cancel my order?
If you need to change or cancel your order, please contact our customer service team as soon as possible. We can only make changes or cancellations if the order has not yet been processed for shipping.
Q: Is it safe to use my credit card on your website?
Yes, it is absolutely safe to use your credit card on our website. We use Shopify as our e-commerce platform, which handles all payment transactions securely. Shopify is PCI DSS compliant, meaning they adhere to the highest security standards in the industry to protect your personal and payment information. Shopify employs advanced encryption and secure protocols to ensure your credit card details are processed safely. We do not store any of your credit card information on our servers. Your security and privacy are our top priorities, and you can shop with confidence knowing that your payment is handled by a trusted and secure platform.
Q: My order is marked as delivered but I haven’t received it? What should I do?
Sometimes delivery companies miss scan parcels. Please allow another 24-48 hours, then check with your neighbours, as well as all safe places where your parcel may have been left. If that fails, please get in touch with our customer service team who will be happy to help.
custservices@hollowheadthreads.com
Shipping
Q: Do you offer international shipping?
Yes, we offer international shipping to many countries. Please review the options at Checkout, ahead of completing a final purchase.
Q: How long will it take to receive my order?
Shipping times vary based on your location and the service you select. UK orders typically arrive within 3-5 business days, while international orders can take 4-21 business days. You will receive a tracking number once your order has been dispatched.
Q: How much does shipping cost?
Shipping costs vary depending on your location and the size of your order. You can view the shipping costs at checkout before completing your purchase.
Returns & Exchanges
Q: What is your return policy?
We offer a 30-day return policy for unworn and unwashed items with original tags attached. Please visit our returns page for detailed instructions on how to return your items. Please see our Returns page for more information.
Q: How do I exchange an item?
To exchange an item, please follow the return instructions and then place a new order for the desired item. This ensures the fastest service and the correct availability of the item.
Q: When will I receive my refund?
Once we receive your returned item, we will process your refund within 5-7 business days and you will receive a refund confirmation email. Refunds will be issued to the original payment method only.
Q: Do you offer free returns?
We are unable to offer free returns at this time, as a small growing company. Customers are fully responsible for the costs of returning anything. To avoid the likelihood of returns, please send us an email to discuss sizing or anything other questions relating to your purchase.
Account & Subscription
Q: Do I need an account to place an order?
No, you can place an order as a guest. However, creating an account allows you to track your orders, save your address, and enjoy a faster checkout process.
Q: How do I create an account?
You can create an account by clicking on the Sign Up link at the top of our website and following the registration instructions.
Q: How can I subscribe to your newsletter?
You can subscribe to our newsletter by entering your email address in the subscription box located at the bottom of our homepage. Subscribers receive updates on new arrivals, our newsletter/ brand adventures, special offers, and exclusive discounts.
Contact Us
Q: How can I contact customer service?
You can contact our customer service team via email at custservices@hollowheadthreads.com. We will endeavour to come back to you within 24 hours.
Q: Do you have physical stores?
Currently, we operate primarily online, having only the occasional pop-up shop throughout the year. Keep an eye on our website and social media for announcements about upcoming trade shows and pop-up locations.