Frequently Asked Questions

Got a question before or after you order? You’ll find quick answers below about delivery, returns, payment and getting in touch with us. Can’t see what you’re looking for? Our team is happy to help at info@hollismorgan.com.

Delivery

1. Where can you deliver to?

We deliver to home and work addresses right across the United Kingdom — England, Scotland, Wales and Northern Ireland.

There are a few places our couriers can't reach: PO Boxes, military addresses (APO/FPO/DPO) and some restricted areas. If we're unable to deliver to the address on your order, we'll be in touch to sort out an alternative.

A quick tip: double-check your house number and postcode before you pay — it’s the easiest way to avoid a delayed parcel.

2. How quickly will my order arrive?

We usually pack and dispatch your order within 2–3 business days. From there, the courier normally needs 4–9 business days, so you can expect your parcel in around 6–12 business days altogether (Monday to Friday, excluding bank holidays).

Orders placed after 6:00 PM UK time are picked up the next business day. Delivery times are an estimate rather than a guarantee — busy periods, bad weather or courier hold-ups can occasionally slow things down, and we’ll let you know if we spot a significant delay.

3. Do I pay for delivery?

Never. Every order to a UK address ships free of charge, with no minimum basket — what you see at checkout is what you pay.

More on how we ship can be found in our Shipping Policy.

4. How can I follow my parcel?

When your order is on its way, we’ll email you the tracking details. You can also look it up whenever you like on our Track Your Order page.

It can take a day or so before the courier’s system shows the first update. If the tracking still looks stuck after that, just let us know at info@hollismorgan.com.

Returns, exchanges & refunds

5. Can I send something back?

Yes. If you change your mind, you have 30 days from the day your order is delivered to return it.

Please make sure the item is unworn (trying it on at home is absolutely fine), still has its original tags and labels, and comes back in its original packaging where possible.

Before posting anything, send us a short email at info@hollismorgan.com with your order number, the item(s) and a quick reason. We’ll reply with the return instructions and the address to use — parcels sent without them can take longer to process.

This goodwill return period sits alongside your statutory right to cancel under UK law, which isn’t affected. You’ll find everything in our Refund Policy.

6. Who covers the cost of sending it back?

If you’re returning something simply because it isn’t for you, the postage is normally yours to cover. We’d suggest a tracked service and keeping your proof of postage until your refund comes through.

If the item is faulty, damaged, not what you ordered or we’ve made a mistake, we’ll pay reasonable return costs or offer another suitable solution.

7. Can I swap for a different size or colour?

Of course — exchanges can be requested within 30 days of delivery, under the same conditions as a return.

Email info@hollismorgan.com with your order number and the size or colour you’d like instead. As our stock changes quickly we can’t always hold your new item, so if you want to be sure of it, returning the original for a refund and placing a new order is often the quickest way.

8. How long does my refund take?

As soon as your return reaches us and has been checked, we’ll confirm by email whether the refund is approved. It goes back to the payment method you originally used, normally within 10 business days.

Banks and card providers sometimes take a few extra days to show the money in your account. Still nothing 15 business days after our confirmation? Please contact us at info@hollismorgan.com and we’ll look into it.

9. Something arrived damaged, faulty or wrong — what should I do?

We’d always recommend opening your parcel soon after it arrives.

If anything is damaged, faulty, not as described or simply not what you ordered, email info@hollismorgan.com as soon as you can. Include your order number, a short description and a few clear photos — it helps us resolve things faster.

We’ll look into it straight away and agree the right solution with you, whether that’s a replacement, a repair or a refund.

10. What are my rights as a UK customer?

Our own policies never take away your legal rights. Under the Consumer Rights Act 2015, what you buy from us must be as described, of satisfactory quality and fit for purpose.

If an item falls short of that, you may be entitled to a repair, replacement or refund. Normal wear and tear, misuse or accidental damage are generally not covered.

Payment & security

11. Which ways can I pay?

At checkout you can choose from:

• Visa
• Mastercard
• Maestro
• American Express
• UnionPay
• Apple Pay
• Google Pay
• Shop Pay
• PayPal
• Klarna

Which of these you see can depend on your device, your location and the provider’s own requirements. Prices are shown in pounds sterling (£) and include VAT where applicable.

Read more in our Payment Policy.

12. Is it safe to pay on your website?

Yes. The whole site — including checkout — runs over a secure HTTPS connection, and your payment is handled by Shopify together with authorised payment providers. Look for the padlock in your browser bar.

We never see or keep your full card number; your bank or provider may ask for an extra check, such as 3D Secure, to keep your payment safe.

Your order

13. Can I make changes to my order or cancel it?

Get in touch as soon as possible at info@hollismorgan.com or through our contact form and we’ll do what we can.

We start preparing orders quickly, so once yours is being packed or has left us, it may be too late to change. In that case, you’re welcome to return it once it arrives, in line with our Refund Policy.

14. How do I find my size?

Each product page has its own size information, so please have a look there first — fits can differ from one style to the next.

Between sizes or unsure? Send us a message at info@hollismorgan.com before you order and we’ll gladly help you choose.

Contact us

15. How can I reach the Hollis Morgan team?

You can email us at info@hollismorgan.com, call +44 20 3769 1336 or fill in our contact form. We’re here Monday to Friday, 09:00 – 17:00 (UK time), and we reply to every message within 24 hours on business days.

Company details
Hollis Morgan is a trading name of Don Collective.
Warehouse: 2-8 Arundel Rd, Uxbridge, United Kingdom
Business address: Ruiterweg 22, 1251 ZZ Laren, The Netherlands
VAT number: NL005509985B03
Company registration number: 42119080