At House of Holly, every piece is created to be part of the life you share with your pet. As our products differ in their materials, craftsmanship, production timelines, and delivery requirements, shipping and return policies may vary by product.
This page sets out our general Shipping & Returns Policy. Please also review the specific shipping and return information provided on the relevant product page before placing your order.
Where a product page contains specific shipping, delivery, return, exchange, or refund terms applicable to that product, those product-specific terms shall apply to that purchase in addition to this general policy.
1. Shipping Within India
House of Holly currently ships across India, subject to serviceability at your delivery location.
Delivery timelines may vary depending on:
- The product ordered
- Product availability
- Production or dispatch requirements
- Your delivery location
- Courier and logistics operations
Estimated delivery timelines will be displayed on the relevant product page or communicated during the order process.
Unless otherwise stated on the product page, delivery timelines are estimates and are not guaranteed.
We will make reasonable efforts to dispatch and deliver your order within the communicated timeframe.
2. Product-Specific Delivery Timelines
Different HOH products may have different dispatch and delivery timelines.
For example, a made-to-order penthouse carrier may require different processing or shipping timelines.
The delivery information displayed on the relevant product page applies specifically to that product.
If you purchase multiple products with different delivery timelines in a single order, your order may be shipped together or separately, depending on product availability and our fulfilment process.
3. Order Tracking
Where tracking is available, you will receive tracking information once your order has been dispatched.
Please ensure that the email address and phone number provided at checkout are accurate.
4. Delivery Delays
While we work with reliable shipping and logistics partners, delivery may occasionally be delayed due to circumstances beyond our reasonable control, including:
- Weather conditions
- Public holidays
- Courier or logistics disruptions
- Incorrect or incomplete delivery information
- Remote or difficult-to-service locations
- Events beyond our reasonable control
If there is a significant delay affecting your order, we will make reasonable efforts to provide you with an update.
Returns & Exchanges
5. General Return Policy
Unless expressly stated otherwise on the relevant product page, HOH products are not eligible for return once delivered.
Due to the nature of certain products, including hygiene considerations, limited-edition pieces, handcrafted products, and other product-specific factors, return and exchange eligibility may differ from product to product.
Please review the relevant product page before placing your order.
Nothing in this policy affects any rights available to you under applicable law.
6. Damaged or Defective Products
If you receive a product that appears to have been damaged in transit or is defective upon delivery, please notify us within 48 hours of receiving the order.
To help us review your request, please provide:
- Your order number
- Clear photographs or videos of the product
- Photographs of the outer and inner packaging, where relevant
- A brief description of the issue
Please send the information to:
Email: hello@houseofholly.in
Please do not dispose of the product or its original packaging until we have reviewed your request and advised you on the next steps.
Requests received after 48 hours may not be eligible for an exchange or other resolution, except where otherwise required by applicable law.
If, following our review, we determine that the product was damaged or defective on arrival, we will provide an appropriate resolution in accordance with the relevant product policy and applicable law.
Depending on the circumstances, this may include:
- A replacement
- An exchange
- Repair, where appropriate
- A refund, where applicable
7. Exchanges
Exchange eligibility may vary depending on the product.
Where an exchange is available, the relevant product page will state the applicable conditions.
An exchange request may be subject to:
- Product availability
- Verification of the reported issue
- The product being unused, unless the issue was discovered during reasonable inspection
- Return of the product and/or original packaging, where requested
House of Holly reserves the right to assess each damaged or defective product claim before approving an exchange or other resolution.
8. Non-Returnable Products
Unless otherwise stated on the relevant product page or required by applicable law, products may not be eligible for return due to reasons including hygiene, product use, limited availability, or the nature of the product.
The specific non-returnable status of a product will be communicated on the relevant product page where applicable.
9. Return Conditions
Where a return is expressly approved by House of Holly, we will provide instructions for returning the product.
Please do not send any product back to us without prior approval or return instructions.
The product should be returned in the condition specified by us, along with any packaging, accessories, or other items requested as part of the return process.
10. Incorrect Delivery Information
Customers are responsible for ensuring that the delivery address and contact information provided at checkout are accurate.
House of Holly may not be responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete information provided by the customer.
If you notice an error in your delivery details, please contact us as soon as possible.
We will make reasonable efforts to assist, but changes may not be possible once an order has been processed or dispatched.
11. Cancellation
Cancellation eligibility may depend on the status of your order.
If you wish to cancel an order, please contact us as soon as possible at: hello@houseofholly.in
We may not be able to cancel an order once it has entered processing, production, packing, or dispatch.
Where a cancellation is accepted, any applicable refund will be processed in accordance with the relevant product terms and applicable law.
12. Product-Specific Terms
Where applicable, each product page may include a section containing:
Shipping: Estimated dispatch and delivery timeframe for that product.
Returns & Exchanges: Whether that specific product is eligible for return, exchange, replacement, or resolution in the event of damage or defect.
For clarity, customers should review both this general policy and the information on the relevant product page before completing their purchase.
13. Contact Us
For shipping, delivery, return, exchange, cancellation, or damaged product queries, please contact:
House of Holly
Email: hello@houseofholly.in
Phone: +91 7983603169
Please include your order number in all order-related communications where possible.