FAQ's

Frequently asked questions

Can't find what you're looking for? Email us at support@holieva.com. We're available 24/7 and reply within 24 hours.

Orders

How do I place an order?
Choose your product, select any size or colour options, and tap Add to cart. When you're ready, go to checkout, enter your details, and complete payment. You'll receive an order confirmation email straight away.

I didn't receive an order confirmation email. What should I do?
Check your spam or promotions folder first. If it isn't there, email us at support@holieva.com with the name and email address you used, and we'll confirm your order.

Can I change or cancel my order?
Yes, as long as it hasn't shipped yet. Email us as soon as possible with your order number. Once an order has shipped, we can't cancel it, but you can return it under our Return and Refund Policy.

Can I change my shipping address after ordering?
Yes, if your order hasn't shipped yet. Email us with your order number and the correct address as soon as you can. Please double-check your address at checkout, because we can't redirect a parcel once it's on its way.

Shipping and delivery

How much does shipping cost?
Nothing. Shipping is free on every order.

How long will my order take to arrive?
We process orders within 1 to 3 business days. Once shipped, delivery takes 5 to 12 business days. Most orders arrive within 6 to 15 business days of being placed.

Where do you ship to?
We ship to all countries available at checkout. If your country isn't listed, we can't deliver there yet.

Where do your products ship from?
We work with trusted fulfillment partners who store and ship our products from warehouses in different countries. This lets us offer free shipping on every order. It also means that if you order more than one item, they may arrive in separate packages.

How do I track my order?
When your order ships, we'll email you a tracking number and link. Tracking can take up to 48 hours to show updates after you receive it. If you haven't received a shipping confirmation within 4 business days of ordering, email us and we'll look into it.

Why has my order arrived in separate packages?
Items in the same order sometimes ship from different warehouses, so they may arrive on different days. Each package has its own tracking number, which we'll send you.

Will I have to pay customs duties or import taxes?
Depending on your country, import duties or taxes may apply. Any charges not collected at checkout are the responsibility of the recipient, and they're set by your country's customs authority. You can find more details in our Shipping Policy.

My tracking says delivered, but I haven't received my parcel. What should I do?
First, check around your property, with neighbours, and at your building's reception or mailroom, as carriers sometimes leave parcels in a safe place. If you still can't find it, email us with your order number and we'll investigate with the carrier.

My order hasn't arrived. What happens now?
If your order hasn't arrived within 15 business days of shipping, email us with your order number. We'll investigate with the carrier, and if your parcel is confirmed lost, we'll send a replacement or refund you in full.

Returns and refunds

What is your return policy?
If you change your mind, you can request a return within 3 days of delivery. Items must be unused and in their original packaging. Customers in the UK and EU can cancel within 14 days of delivery. Our Return and Refund Policy has the full details.

How do I start a return?
Email support@holieva.com with the subject line "Return Request," your order number, and the reason for your return. We'll reply with instructions and the return address. Please don't send anything back before contacting us, because the return address may be different from where your order was shipped from.

Who pays for return shipping?
For change-of-mind returns, you cover the return shipping. If your item arrived damaged, faulty, or wasn't what you ordered, we cover it.

My item arrived damaged or faulty. What should I do?
We're sorry about that. Email us as soon as possible, ideally within 7 days of delivery, with your order number and clear photos or a short video of the problem. We'll send a replacement or give you a full refund. Often, a photo is all we need.

I received the wrong item. What happens next?
Email us with your order number and a photo of what you received. We'll send the right item at no cost to you.

When will I get my refund?
Once your return arrives and is approved, we'll process your refund within 5 business days. Depending on your bank or card provider, it can take another 5 to 10 business days to appear in your account. Refunds go back to your original payment method.

Can I exchange an item for a different size or colour?
We don't offer direct exchanges. Please return the original item and place a new order for the one you'd like.

Our products

How do I know if a product is right for me?
Every product page explains what the product does, who it suits, and who it's not for. If you're still unsure, email us and we'll help you choose. We'd rather point you to the right product than sell you the wrong one.

How do I choose the right size?
Where a product comes in sizes, you'll find a size guide on its product page. If you're between sizes or unsure, email us your measurements and we'll recommend the best fit.

Are your products medical devices?
No. Our products are designed for everyday comfort, support, rest, and recovery. They're not medical devices and aren't intended to diagnose, treat, or cure any condition.

Can I use your products if I have a medical condition, an injury, or I'm pregnant?
Please check with a qualified healthcare professional before using any of our products if you're pregnant, have a medical condition or an implanted medical device, or are recovering from an injury or surgery. Stop using a product if you feel pain or discomfort.

How do I use and care for my product?
Each product page includes instructions for use and care, and most products come with instructions in the box. Following them helps your product stay comfortable and last longer.

Are the reviews on your site real?
Yes. We only show reviews from real customers, including the less-than-perfect ones.

Payments and security

What payment methods do you accept?
All available payment methods are shown at checkout.

Is it safe to pay on your website?
Yes. Our checkout is secured with encryption, and payments are processed by trusted payment providers. We never see or store your full card details.

Do I need an account to place an order?
No. You can check out as a guest.

Can I use more than one discount code?
Only one discount code can be used per order, unless the offer says otherwise.

What currency are your prices in?
Prices are shown in the currency displayed on our site, and your total is confirmed at checkout before you pay.

Contact

How can I contact you?
Email us at support@holieva.com. We're available 24/7 and reply within 24 hours. Please include your order number if your question is about an order.