Refund policy

Currently we do not support store credit. Your refund will go back to your original payment method.

PRODUCT RETURN

For all U.S. orders, we offer free return labels. You may return or exchange new, unworn, unwashed, and unaltered merchandise with all internal garment tags intact, accompanied by the original receipt, within 14 days from the date you received your package. A one-time return label will be provided for all U.S. orders. Your original shipping costs will not be covered and a 15% restocking fee will be applied on all returned products that have no issues for warehouse maintenance. Refer to the return instructions below for the returning process.

The original shipping charge, as well as the 15% restocking fee will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the material is received and inspected in our warehouse within 10-15 business days.

For international orders, fill out our return form with your order number and mail the item(s) to our return address within 14 days from the date of delivery. We do not provide return labels or exchanges for international orders. Your original shipping costs will not be covered and a 15% restocking fee will be applied on all returned products that have no issues for warehouse maintenance. You will be responsible for international taxes if any.

Items marked as "Final Sale" are eligible for exchange only. They cannot be returned for a refund. Any unauthorized Final Sale items which are posted back to HOLO LOKA will be refused upon delivery and returned to the customer, and any shipping costs involved will not be covered by HOLO LOKA.

PRODUCT EXCHANGE

Within the 14 days period, you also have the option to exchange your item for a different size, color, or entirely different design for online orders. Please note that fees may apply based on the price of the replacement item.

Kindly be aware that we offer a one-time exchange only for U.S. orders, and exchanged orders can subsequently only be returned for a refund.

HOLO LOKA reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by HOLO LOKA.

Unfortunately we currently do not support international exchange. However, you may return any new, unworn, unwashed, and unaltered merchandise with all internal garment tags intact, accompanied by the original receipt, within 14 days from the date you received your package.

DEFECTIVE PRODUCTS

In case of defects or damages, please report them to our customer support at hello@hololoka.com within 7 days of receiving your package. Please include order information, a description of the fault, and upload an image or proof. If not reported within this timeframe, the return may not be accepted, or additional fees could be applied.

Please note that certain variations in colors, sizes, and textures may occur beyond our control due to technology and other factors. Our customer service team will assess and respond back within 3-5 business days with a free returns label provided if it is approved.

Defect refunds will be processed within 5-7 business days back to the original payment method once the return has been received by our warehouse.

INCORRECT OR MISSING PRODUCT

If you believe you have received an incorrect item (e.g. size, color, design) or an item is missing from your order, please contact us within 3 days of receiving your package. Please include order information and a description of the issue, our customer service team will respond back within 3-5 business days.

PRODUCT RETURN AND EXCHANGE PROCESS

To initiate a return or exchange, kindly send an email to hello@hololoka.com and furnish the following information:

  1. Order number
  2. Name & item number of the item(s) intended for return or exchange
  3. Reasons or descriptions for the return/exchange
  4. Enclose photos of the item(s) you wish to return or exchange, ensuring clear visibility of the attached tags

It is important that the photos distinctly display the tags affixed to the item(s) to verify their intact condition, facilitating a seamless return process. Rest assured, we will promptly process your return request within 3-5 business days and provide you with a shipping label.

Please ship the item(s) back in the original package with the attached tags and the return form.