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returns and exchange policy

Last updated: 17 August 2026

At Holidor & Co, all items are made to order on a preorder basis. This policy explains our approach to returns and exchanges.

Our returns policy

As all items on Holidor & Co are made to order on a preorder basis, we are unable to accept returns once an order has been placed.

If your item arrives damaged, we will happily offer an exchange of equal value, provided it is reported to us within 48 hours of delivery. This may be for the same item, or another item of the same value, depending on availability. To request this, please contact us at info@holidorandco.com within 48 hours of delivery with:

  • Your order number

  • Photo evidence of the damage

  • A description of the issue

Once we've reviewed your request, we'll confirm the next steps for your exchange.

Please note: as items are made and dispatched directly by our suppliers, exchange timeframes may vary depending on the product and origin.

Faulty or damaged items

If you receive an item that is faulty or damaged, please contact us within 48 hours of delivery with:

  • Your order number

  • A description of the issue

  • Photo evidence

Examples of faults we will accept an exchange for include:

  • Manufacturing defects present on arrival (e.g. broken components, malfunctioning parts, stitching or seam failures)

  • Items that arrive damaged in transit

Exchanges we are unable to offer

To keep this process fair for all our customers, we are unable to offer an exchange where:

  • The item shows signs of wear, use, or handling after delivery

  • The damage was not reported to us within 48 hours of delivery

  • Damage has been caused after the item was received, rather than occurring in transit

We carry out a standard inspection of all items reported as damaged. This allows us to fairly and consistently assess whether an item was damaged in transit or after delivery. Where an item does not meet the conditions of this policy, we will contact you to explain our decision.

We ask customers to describe the condition of an item honestly when requesting an exchange, as this helps us process your request as quickly as possible.

Non-returnable items

As all items are made to order, we are unable to accept returns for any reason other than transit damage reported within 48 hours, as outlined above.

Contact us

If you have any questions about this policy, please contact us at:

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