All orders are dispatched from the UK.
UK delivery is via Royal Mail and will be fulfilled the same day for all orders received before 3pm. Second class delivery takes 2-3 days. First class takes 1-2 days. Special delivery is guaranteed by 1pm the following day. Please note that Special Delivery is for weekday delivery only, so if you are ordering on a Friday it will arrive on the Monday. If you want Saturday delivery, please choose the Special Saturday option. Any UK orders after 3pm may be fulfilled but cannot be guaranteed as it depends whether we can get to a post office in time. Please call if urgent!
International delivery is via FedEx and will be fulfilled the same day if orders come in before 9am UK time. FedEx pick up is once a day at 11.30 am so orders cannot be sent out after this time. Delivery to the USA is 1 day. Delivery to Europe is 4-6 days. ROW delivery varies, but usually arrives within 3-7 days. FedEx will send you an email with tracking number so you can keep track of your delivery. International orders are sometimes subject to local import duties and taxes, payable by the customer, please contact your local Tax or Customs office for further details. All prices quoted are in GBP and will be converted to your local currency by paypal on payment.
In line with the GDPR policy I would just like to assure you that I only hold your contact details with legitimate interests i.e. communication regarding and delivery of my services to you where you have contacted me to make an order. I will not share your information with third parties other than with FedEx for international deliveries only.
I do not hold or collect sensitive information and your payments are made through Paypal so I do not receive your bank details.
I may in the future contact you for your feedback or with offers and you can at any point request that I stop this activity by emailing firstname.lastname@example.org.
All data I have is on a password protected computer or mobile network.
If you have any queries at all, please do contact me, Emma at email@example.com
If you have changed your mind about your order, then you will need to cancel before it is sent it out. Orders are usually turned around same day, sometimes within hours of order, so please contact us to confirm cancellation is possible. Once the order has been sent, unfortunately cancellation is impossible and you would have to return the holo for a refund.
Damaged goods, Returns and Refunds
If the holo is faulty then we will happily send a replacement. Please let us know if it has a slow puncture on blowing it up. The holo should not deflate at all (slight fluctuations are normal with temperature changes), so if you find you are having to keep blowing it up, then let us know and we will send another. If you damage the holo yourself then you can try and patch it up by using puncture repair kit glue (sorry, not provided) and the patches provided.
Your holo can be returned if you cannot make it work for you within 14 days of receipt, although please do email us first and we can maybe make some suggestions to help you use it better.
Please make sure you have blown it up with a pump and not by mouth if you think you may want to return it. We cannot accept returns that have been blown up by mouth for hygiene reasons.
Return address is Emma Benson, holo lilo Ltd, 120A Bolling Road, Ilkley, West Yorkshire, LS29 8PN, UK.
Please ensure you have proof of sending as we cannot refund a holo that does not turn up.
We will refund your money on receipt of the holo (minus delivery costs, these vary so please email us) as long as it is in ‘as bought condition’ in the original box.
Refunds will be via the method you paid.
If you are having problems receiving your holo or want any further information, please contact Emma Benson on +44 (0)7786 440392 or firstname.lastname@example.org