Refunds / Complaints

How to return goods?

Every customer has the right to withdraw from the Purchase Contract within 60 days of the receipt.

1. Please log in to our Online returns page using your email address and your order number. You will then see all the items you have purchased and you will be able to select the ones you wish to return. Please write a short description of why you wish to return the goods. Please enter your bank account number (IBAN)

   Method and timeframe for refund:

   If you return the goods within 14 days, we will send the money back to your bank account within 30 days from the moment the returned goods are delivered to us.

   If you return the goods after the 14‑day period, the refund will be issued in the form of a gift voucher for your next purchase.

2. After you sent the online returns form, you will receive a verification to your email address confirming your request. Please print this document and send it back to us together with the goods.
3. You can return goods using post office or a courier and please send it to the address: HOLOKOLO, Pri vinohradoch 9797/269A, 831 06 Bratislava, Slovakia. Please keep the postal receipt.
4. The goods have to be returned unused and without any damage. All labels must be attached and original packaging mustn’t be damaged. We reserve the right to refuse your request for refund in full amount if these conditions are not met. After receiving your goods we will check all items and inform you by email about the cancellation process.
5. The postage cost for returned goods is paid in full by the customer. If the return of the goods is caused by an error of the seller, the costs associated with the return shall be borne by the seller but only up to 10£ / 10€.

Should the goods be returned within 14 days of the legal period and the total value of the customer’s order after returning part of the purchased goods is less than 149 £/€ (which is the minimum order value when the shop guarantees free delivery), the customer will be additionally invoiced for the selected carrier type.


Direct exchange of goods

We want you to be able to ride in your new clothes as soon as possible. Therefore, the direct exchanges of goods are not possible. If the product does not suit you, create a new order and send the unsuitable product back to us within 30 days of the order - please follow the instructions above "How to return goods?"

How to proceed with a complaint of goods?

The goods are covered by a warranty period of 24 months in accordance with applicable legislation, when the customer can claim the quality and functionality of the purchased goods.

1. Please log in to our Online returns page using your email address and your order number. You will then see all the items you have purchased and you will be able to select the ones you wish to complain about. Please write a short description of why you wish to complain.
2. After you sent the online exchange form, you will receive a verification to your email address confirming your request. Please print this document and send it back to us together with the goods.
3. Please send the goods using post office or a courier to the address: HOLOKOLO, Pri vinohradoch 9797/269A, 831 06 Bratislava, Slovakia. Please keep the postal receipt.
4. After receiving your goods we will check all items and inform you by email about the complaint process. Complaints, including the removal of errors will be settled without undue delay, no later than 30 days from the date of claim.

The cost of dispatching a new product and the cost up to 10 £ / 10€ of a customer complaint shall be borne in full by the seller, if the complaint is justified.