Yes. We're operated by Jex E-commerce LLC, a registered US company, with a real customer service team you can reach by email or phone. Every order is processed and shipped with tracking, and we stand behind our 30-day return policy.
Every product page includes a size guide with real measurements for that specific style — not just generic sizing. If a piece runs small or large, we note it directly on the product page. If you're between sizes, our general rule of thumb is noted per style; when in doubt, contact us before ordering and we'll help you pick.
We only use real product photography, not stock images. Colors can shift slightly depending on your screen, but what you see is what ships. If something ever looks noticeably different from its listing, that's exactly what our return policy is for.
Shipping is free on every order across Australia. Orders are processed within 1–3 business days, then delivery takes another 4–9 business days — so 5–12 business days total from order to arrival. You'll get a tracking number by email as soon as it ships.
You have 30 days from delivery to return it, no interrogation required. Items need to be unused and in their original packaging. If it's faulty, damaged, or we sent the wrong thing, we cover return shipping and you can choose a refund or replacement. See our Refund Policy for the full process.
If the item is faulty, damaged, or not what you ordered, we cover it. For change-of-mind returns, you cover the return shipping cost — the original shipping (which was free) isn't refunded separately since there was never a shipping charge.
Yes — contact us and we'll process it as a return plus a new order, subject to that item still being in stock.
Yes. Checkout is processed through Shopify's secure, PCI-compliant system — we never see or store your card details. See our Payment Policy for more.
We begin processing orders quickly to keep shipping times short, so we often can't make changes once an order is confirmed. Email us immediately if something's wrong and we'll do what we can before it ships.
Out-of-stock items are marked clearly on the product page. If something you want is unavailable, contact us — we can let you know if or when it's expected back.
You'll receive a tracking number by email once your order ships. Tracking can take 1–3 business days to start updating after dispatch.
Email concierge@hollisandfern.com or use our Contact page. We're a real team and aim to respond within 24–48 hours.