Frequently Asked Questions
GENERAL QUERIES
How do I track my order?
We strive to process and ship orders promptly within 72 hours of placement. Once your order has been dispatched, you will receive an email notification containing tracking information.
Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order. Simply use the provided tracking details to track your package through our delivery partner's website.
How long will it take to receive my order?
We always strive to deliver your parcel with the best carrier and service.
All information about the shipping times and rates by country can be found on our shipping page.
How long will it take to receive a refund?
Returns are processed as quickly as possible, starting with shipment from your postal office to a consolidation hub and then to our warehouse for inspection.
Refunds can be issued either to a digital gift card, which is the fastest option (2-3 business days after processing), or to your original payment method, which typically takes 7-10 business days.
You’ll receive email notifications once your return is processed and the refund is issued.
What is your return policy?
Do you need to exchange or return your purchase? We're here to assist you! You have up to 14 days from the date of delivery to make your decision. Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. Please make sure to keep the proof of shipment until your order is returned to our warehouse. We are not able to cover any issue when you are not able to provide a track&trace or proof of shipment.
Exchanging or returning is quick and easy. To find out how to return, please check out our returns and refunds page.
All returned items must be unworn, unwashed, and in their original condition with tags attached. Items must be returned in their original packaging.
How do I make a return?
Exchanging or returning is quick and easy.
To find out how to return, please visit our Returns Page and follow the steps to submit your request.
PRODUCT
How should I wash my clothing?
Proper care ensures your garments stay in great condition for longer. Here's a guide on how to wash your HollowNine apparel.
Step 1: Check the Care Label: Before washing any garment, always check the care label for specific instructions. Different fabrics and designs may require different care methods.
Step 2: Sort by Color and Fabric: Separate your garments into light and dark colors to prevent color bleeding. Additionally, separate delicate fabrics from sturdier ones to avoid damage.
Step 3: Pre-Treat Stains: If there are any stains on your garments, pre-treat them with a stain remover or gentle detergent before washing. Follow the instructions on the product label for best results.
Step 4: Choose the Right Washing Cycle: Select the appropriate washing cycle on your washing machine based on the fabric and level of soiling. Use a gentle or delicate cycle for delicate fabrics and a regular cycle for sturdier materials.
Step 5: Use a Mild Detergent: Use a mild detergent that is suitable for the fabric of your garments. Avoid using bleach or harsh chemicals, especially on delicate fabrics.
Step 6: Wash in Cold Water: To prevent shrinking and color fading, wash your garments in cold water. Cold water is also gentler on fabrics and helps to preserve their integrity.
Step 7: Turn Garments Inside Out: Turn your garments inside out before washing to protect the outer surface and minimize friction during the washing cycle.
Step 8: Use a Gentle Cycle: If your washing machine offers a gentle cycle option, use it for delicate fabrics or garments with embellishments to minimize wear and tear.
Step 9: Air Dry or Tumble Dry Low: After washing, air dry your garments by laying them flat or hanging them on a drying rack. If using a dryer, choose a low heat setting to prevent shrinkage and damage to the fabric.
Step 10: Iron or Steam as Needed: Once dry, iron or steam your garments as needed to remove wrinkles and maintain a neat appearance.
Follow the ironing instructions on the care label to avoid damaging the fabric.
For printed apparel you should careful Iron around the direct print to avoid breakages and splits.
By following these steps, you can ensure that your apparel is washed effectively while preserving their quality and longevity.
How do I find the right size?
We advise you to check the size guide on the product page.
Each product has relevant size guides and advise so that you have the best fit.
By doing so, you will find the perfect size for you.
Do you offer warrenty on your product?
We stand behind the quality of our products and aim to address any concerns or issues promptly.
If your product arrives not to the standard you would expect of HollowNine apparel, then you have 21 days to inform us of this, and we will glady replace or refund.
Our warranties typically cover manufacturing defects and workmanship issues.
How do I sign up to stock updates?
You can leave your email address on the relevant product page. You can do this by clicking on the 'Size out of stock?' button when choosing the size.
This way you will be automatically notified as soon as the item is back in stock.
Do you offer giftcards?
To purchase a gift card, simply visit our website and navigate to the gift cards section.
From there, you can choose the desired amount for the gift card and add it to your cart.
During the checkout process, you can provide the recipient's email address and a personalized message if you'd like to send the gift card directly to them.
Once the purchase is complete, the gift card will be delivered electronically to the recipient's email inbox, along with instructions on how to redeem it. Recipients can then use the gift card to shop for their favourite items on our website at their convenience.
ORDERS & DELIVERY
How do I track my order?
We strive to process and ship orders promptly within 72 hours of placement. Once your order has been dispatched, you will receive an email notification containing tracking information.
Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order. Simply use the provided tracking details to track your package through our delivery partner's website
Do you ship to my country?
We currently only ship to the United Kingdom.
We are aiming to expand into europe, and then to the rest of the world.
We aim for HollowNine to be global by the end of 2025.
If you are eager to get your hands on some apparel, we can make special arrangements for this. Contact us for queries.
What is the delivery time?
We don't like to keep you waiting, therefore your order is processed directly from our warehouse within 72 hours after it being placed.
Orders received on weekdays before 23:00 GMT, are dispatched the same day. Orders placed after this time will be sent on the following day. Weekend orders are scheduled for shipment on Mondays.
The estimated shipping duration as stated in the check out and on our shipping page commences from the day your order is dispatched.
As we move fast it is not possible to make changes or cancel your order after it being placed. In case you do require assistance from us about receiving your order, we are here to assist you. Please contact our Customer Support team for any inquiries; info@officialhollownine.com or Contact us.
What are the shipping costs?
Shipping costs are calculated at the checkout.
We do run offers on free shipping. If you've met the criteria of this, it will automatically be deducted at the checkout.
Can I cancel or change my order?
We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, we kindly ask our customers to double-check their orders before finalising payment.
If you have any questions or concerns regarding your order, please don't hesitate to contact our customer support team.We're here to assist you in any way we can within the constraints of our rapid processing system.
If the item(s) are not to your liking you can always return them within 14 days.
How do I redeem my gift card?
During the checkout process, you'll have the option to enter your gift card or voucher code in the designated field. After entering your code, click or tap the 'Apply' button to redeem your gift card or voucher. The total amount will be adjusted accordingly. Once your gift card or voucher has been successfully applied, continue with the checkout process as usual. Review your order details, enter any additional information required, and complete your purchase.
If you encounter any difficulties while redeeming your gift card or voucher, please don't hesitate to reach out to our customer support team for assistance. We're here to help ensure a smooth and enjoyable shopping experience for you.
I entered a wrong delivery address what can I do?
If you realise the mistake shortly after placing your order, contact our customer support team immediately.
The sooner you reach out, the better the chances of correcting the address before the order is shipped.
If your order has already been processed or dispatched and you're unable to update the address through our customer support team, contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. This often involves an additional fee and is subject to carrier approval.
To avoid similar issues in the future, double-check your shipping address before finalizing your order. Ensure all details, including apartment numbers, street names, and postal codes, are accurate.
Will I be charged with VAT?
VAT is covered in the listed prices for all purchases made through our website. You won't encounter any additional charges related to VAT during the checkout process.
We strive to provide transparent pricing to make your shopping experience as straightforward as possible. If you have any questions or need further clarification, feel free to reach out to our customer support team for assistance.
I have not received an order confirmation what should I do?
You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of minimum 6 digits), order summary and the shipping address.
Sometimes, order confirmation emails may be filtered into your spam or junk folder by mistake. Take a moment to check these folders in your email account to see if the confirmation email is there.
If you've checked your spam folder, waited for some time, and verified your email address but still haven't received an order confirmation, reach out to our customer support team. Provide them with your order details, including your full name and order number, and they'll assist you in verifying your order status and resend the confirmation email if necessary.
CAREERS
I want to join the HollowNine movement
We’re always on the lookout for bold creatives, visionary thinkers, and real ones who move with purpose.
If you feel like your vibe aligns with ours and you’ve got something to bring to the table; design, marketing, content, or anything in between then we’d love to hear from you.
Drop us a message at info@hollownineofficial.com with a bit about yourself, what you do, and why you want to rock with HollowNine.
This isn’t just a brand. It’s a mindset. Let’s build something real.
#HollowNine
Influencers, let's build together
At HollowNine, we don’t chase trends, we create culture.
If you're an influencer who moves with authenticity, connects with your audience, and lives by loyalty, we want to hear from you.
Whether you’re about streetwear, storytelling, or standing out.
If your style aligns with the HollowNine mindset, let’s connect and collaborate.
Reach out to us at info@hollownineofficial.com with your socials, stats, and why you want to vibe with the brand.
This isn’t just promo. It’s partnership.
#HollowNine
CONTACT
How can I contact customer service?
If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 7 days a week to answer all the questions you may have.
Contact: info@hollownineofficial.com or click here