FAQ's


FREQUENTLY ASKED QUESTIONS

  • Your shipping rates are too much?

We empathise at how much shipping can be to certain parts of the world and this new store allows us more freedom to allow combined postage for multiple items within an order. All prices are as low as we can currently make them and we often incur some of the packaging costs in order to keep costs down for you.

Depending on the contents of your order you may sometimes only be presented with a Signed For/Tracked type option. This is due to the value of your order and to ensure that your order is safely tracked and delivered to you whilst being insured in the unlikely event that something does get lost in transit. These services as you will appreciate cost considerably more than standard services.

Standard 1st Class Mail does not provide tracking or require a signature so unfortunately increases the risk of items getting lost in transit. This disappoints us as you guys end up waiting longer but means we also have to then cover the costs of sending more merchandise and covering more postage so we then lose more money.

We politely request that any orders over a value of £20 have a signed for/tracking option. This protects you and us as if you've ever tried to file a lost item form in the UK with the post office for something sent without tracking you'll know it doesn't get anywhere.

We know postage sucks, and if we could drop the prices then we honestly would.

We keep them as fair as we can but as an independent band if those of you outside of the EU want us to play in your country then we can't keep losing money sending out merchandise and have to cover our costs as much as possible. We also try and throw in a thank you slip and if we have them at the time a sticker or the odd extras.

  • When will my order be dispatched?

All items featured in the Pre-orders section are Pre-Orders. Please note this means they will not be despatched until the date stated on the item description. That said preordering really helps us, and it's always the best way to get the items on the day or release, and usually for cheaper!

All other orders will be despatched as soon as possible as per our standard shipping guidelines found on the items listing.

Please note that we do not ship partial orders so please do not combine Pre-Order items with any other items that you wish to receive sooner. We will generally only send all items placed within an order at the same time.

  • How long will it take for my order to arrive?

All packages are sent out via Royal Mail 1st class postage, whether being delivered to the UK or internationally by Airmail*. We generally advise the following timeframes:

UK - 1 week from dispatch

EU Mainland - 3 weeks from dispatch

North America - 5 weeks from dispatch

East Asia - 6 weeks from dispatch

Australia - 6 weeks from dispatch

*Please bear in mind the ongoing Covid-19 pandemic around the world and the differing levels of lockdown in various territories may have an impact on delivery timescales. Please be assured we are taking all measures to ensure your parcel arrives as soon, and as safely as possible.

  • My parcel hasn't arrived within the time frame above, what should I do?

Due to the number of "missing items" queries that have been logged, we've unfortunately had to impose the policy that if you choose to not have a signed for/tracked service once it's been posted it's out of our hands. You'd need to check with your local postal service to see if they have a missing items complaints procedure. We retain certificates of posting for all items if you need our assistance during your dispute.

  • Can I update my postage to tracked & signed for?

Within the checkout process you will be presented with the available postage options for your order. Please then choose the appropriate tracked for/signed for service to suit your needs.

  • Will any of these items be reproduced?

We repress more items subject to demand and other upcoming merchandise designs and products so we advise if you like it try and pick it up while you can.

  • Who does your design?

All of the current range of merchandise was designed by Daniel Holub at Make North

  • Who does your photography?

Oli Duncanson does our merchandise related and tour photography - http://www.oliduncansonphotography.com/

Any queries about your order please don't hesitate to contact us at: merch@hollowsupply.co