Refund policy

We have a 14-day return & refunds policy, which means you have 14 days after placing your order to cancel, or 14 days after receiving your item to request a return if your item is faulty or damaged. Your item must be received back within 14 days, otherwise the refund will not be approved. 

To be eligible for a return, you must be the original purchaser, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging including the plastic wrap. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at orders@kingshollow.co.uk.

Please note that UK returns will need to be sent to the following address: King's Hollow, 1 Consort Way, Burgess Hill, RH15 9TJ

US returns will need to be sent to: Simon & Schuster, c/o American Book Company, 407 E Old Andrew Johnson Hwy, Jefferson City, TN 37760-4920

If your return is accepted due to damage, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you are returning your item due to no longer wanting the item, you will be responsible for shipping.

You can always contact us for any return question at orders@kingshollow.co.uk.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Please note: If you choose to ship to a PO Box, while we are able to offer delivery to these, our distributors are unable to provide tracking information for those orders. If you choose to ship to a PO Box address, please note that we cannot accept damages or returns for parcels delivered, nor will we replace any items that are lost in transit.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 

The fastest way to ensure you get what you want is to make a separate purchase for the new item, then return the item you have, and once the return is accepted your refund for the original purchase will be sent back to you minus any relevant fees. However, please do check there is still stock available if you choose this option for limited run items. 

European Union 14 day cooling off period 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return and you haven't received your refund, please contact us at orders@kingshollow.co.uk.

(ad 20.11.24) Please note: We do not have control over currency exchange rates, therefore will not be refunding orders for fluctuations in this where orders were placed more than 14 days ago.

(ad 22.11.24) Please Note: If a customer purchases an  individual book but then decides to buy the full set outside of the 14 day cancellation window then the original order will not be able to be cancelled.