1. Placing International Orders
To see the site in the correct currency and with the delivery country set, click on the flag at the top left of the header on every page. When you select a country from the list, the site will then show prices in your preferred local currency and enable access to the international checkout provided by our partner GlobalE. All orders are delivered by GlobalE and its preferred carriers. Your chosen payment will show GlobalE - hardbackhollow as the payee and GlobalE is the Merchant of Record for the transaction. However, all enquiries should be addressed directly to hardbackhollow.
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. 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:
Step 1. Checkout Method
You can sign into your account if you have one or you can opt to check out as a guest if you prefer. Once you make your selection, just click on 'Continue' or 'Sign In'.
If you want to create an account, please register before you check out using the register link at the top of the page.
Step 2. Single Page Checkout - Items and Address
Confirm the items listed are correct.
Please add your billing and delivery address, completing 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.
Step 3. SIngle Page Checkout - 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 wish to change to a different shipping method, just make your selection and click 'Continue'.
Step 4. Single Page Checkout - Payment Information
You should now be at the payment stage where you can select your preferred payment method. Depending on your location, you will be presented with relevant options for paying for the goods. Fill in all the boxes.
Step 5. Single Page Checkout - Pay and place my order
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. Once you are happy with your details, you can go ahead and complete your order by clicking 'Pay and Place my order'. Once all payment information has been entered, you will receive your order confirmation email.
Thank you for placing your order with hardbackhollow for delivery via GlobalE!
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; this 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 your items. 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 here 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.
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 after the 31st July 2018, then please read more here as we have a dedicated international return portal.
Our returns address is:
Unit 1 Follingsby Avenue
Tyne & Wear
All returned items must be unused and in their original condition with garment tags attached. Yoga mats, props and all equipment must be in their original cellophane and/or branded wrapper for returns to be accepted. If any products have been removed from their wrapper, we are unable to accept a return. Any rejected returns cannot be reshipped and will be destroyed upon receipt.
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. Christmas extended returns policy
All orders placed AFTER 16 November 2021 can be returned until 31 January 2022. Items must be returned in their original condition. All clothing must have hangtags attached. Yoga mats, props and all other equipment must be in their original cellophane and/or branded wrapper. If any products have been removed from their wrapper, we are unable to accept a return. Please refer to section 4. Returns. for further details.
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.