Hoolies is committed to ensuring are completely satisfied with their purchase.
The terms of our returns policy are set out below which is accepted upon checking out your cart.
If there is anything that is unclear, please ask us to explain it to you before you accept the Terms and Conditions, continue using the Website, or place an online order.
- By registering on the Hoolies website and/or or buying goods from Hoolies online, you acknowledge that you have read and agree to be bound by the Terms and Conditions, including the Returns and Tax Policy. You also agree that Hoolies will send invoices to you electronically.
- If a displayed price contains an error, we are not bound by it after:
1- Correcting the error as soon as it is identified in the advertised displayed price; and
2- Taking all reasonable steps to inform the customers who ordered these items about the error and the correct price.
Hoolies offers a hassle free 7 day return policy on our *returnable products. If you do not like a product or it does not fit well, then we will exchange it or refund you.
How to log an exchange request on qualifying items
- Submit an Exchange or Refund request within 7 days of receipt of goods.
- Once your exchange or return request is approved, Hoolies can arrange a courier to collect if requested. You can also use your own courier. (Post office and locker courier not accepted)
- The purchaser’s delivery waybill must be marked “door to door” to:
Hoolies Kids Clothing
73 Acutt avenue
Briardene, Durban
Kwazulu Natal
4051 - Place a new order to secure your requested exchanged sizes. A courier cost will apply for the new delivery.
- Once items have been inspected and if the return is accepted, the refund will be done to the account the order was paid from within 10 days, less courier fees, where applicable.
- Should the customer opt to use their own courier, liability for items in transit remains with the customer until received by Hoolies on receipt of a signed waybill.
TERMS OF EXCHANGE
Items that qualify
- Goods received and found unsuitable can be exchanged or returned within 7 days of receipt of items.
- Defective items – up to 30 days from receipt. (We collect and re-deliver at no charge)
- The order was placed on www.hoolies.co.za
- Items are unwashed and undamaged with all tags still attached
Items that do not qualify
- Items purchased elsewhere such as another website or outlet.
- Pre-order, Sale, and Coupon Code Deal Items.
- Masks and any items specifically marked on the product description.
- Gifts – please ask the person who purchased on our site to put their request through.
- Used or damaged products.
Flawed items
- Flawed items qualify for a no-charge collection and re-delivery. If items are collected and found not to be flawed, a collection fee will apply.
- Please ensure you have read the description of items ordered as it may not be as you expected if you have not read the full fabric and trim type description. Unfortunate oversights by customers are not considered flaws and do not qualify for no-charge collection and re-delivery.
- Screen displays may vary and every effort is made to show colours accurately. If the colours received are not as expected, this is not considered a flaw.
- Receiving an incorrect size or items that do not fit are not considered defective items. Follow our Size Chart before selecting a size.
- Items found to be defective after 30 days will be processed in adherence with the Consumer Protection Act of South Africa subject to fair wear and tear within 6 months.
- More about Flawed items
If the same item is not available an alternative will be offered. If this is not acceptable the value of the item will be refunded to the payment method used to pay for your order.
When Hoolies receive the return, the item (s) will be inspected before a refund or replacement is processed. If the return is not a quality issue, the purchaser bears the collection and redelivery cost.
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Delivery Costs
Most Main centres: +- R 60.00
Durban regional: +- R 39.00
Outlying areas: Cost calculation at checkout
Wholesale orders: Courier cost to be quoted on confirmed order
Estimates are excluding VAT.
Delivery times once collected by couriers
Extended delivery times apply during sale promotions or pre-order wait times. Please check the item description for an estimated delivery time.
3-5 business days to main Centres
5-8 business days to outlying areas
10+ days for remote areas
As soon as your order is sent, we will send you a notification via text and email which includes a tracking/waybill number so that you can follow up on your parcel. Please check your junk and spam folders as well.
We partner with Fastway, Courier Guy, and Rhenus to deliver to the address you provided.
Please note:
Confirmed Orders cannot be canceled or amended. If you would like to, you can log an exchange once your product is delivered. (Non-sale goods only. Pre-order items do not apply)
If you change your mind before your order has been sent, you will still receive delivery and can then log an exchange or return request within 7 days of receipt.
The delivery address can’t be changed once the order has been placed, as the information has already been sent to the distribution center for processing.
Exact Times: Our courier service does its absolute best to deliver on time, however, we cannot guarantee an exact delivery date or time.
Gifts: Please specify any special delivery instructions during checkout in the ‘note’ section. We gladly offer gift wrapping and will remove tags.
PO Boxes: No deliveries to P.O. Boxes.
Non-Delivery
If you are not available to receive your parcel, a surcharge for re-delivery may be raised by the courier.
If the customer is not at the address provided or refuses delivery, the parcel will be returned to us. Both delivery and return courier fees plus a 10% handling fee will be due by the customer. The balance will be refunded to the customer within 10 days of Hoolies receiving the goods back in good order.
Durban Collection – Not available
Our distribution and returns are handled by a separate commercial access distribution facility. A reduced delivery rate applies.
Courier Fee for returns: +- R60.00 (Quote dependent on varying couriers)
Confirmation
As soon as your order is sent, we will send you a notification via text and email which includes a tracking/waybill number so that you can follow up on your parcel. Please check your junk and spam folders as well.
We partner with Fastway, Courier Guy, and Rhenus to deliver to the address you provided.
If you are unable to accept the goods yourself, please ensure that an authorised representative is available at the delivery address. Any person that takes delivery of the goods at the delivery address is presumed to be authorised to accept the goods on your behalf.
If our courier service is unable to meet the estimated delivery time, neither they nor Hoolies will be held liable for any losses, liabilities, charges, costs, or damages as a result of late delivery.
Certain areas are classed as “high risk” for deliveries. If your address is in one of these areas, our couriers may contact you to make alternative delivery arrangements. It may be held at the closest depot for you to collect.
Deliveries take place between 08h30 and 17h00 on weekdays (Monday to Friday, excluding public holidays)
Should you have any hassles concerning delivery or in rare cases, damaged goods, please get in touch on our Contact page.
If an incorrect postal code is entered, your parcel will be sent to the incorrect depot. Additional charges may apply to reroute your parcel.
Pre-Order Terms and Conditions
The terms below form part of the terms and conditions of sale and are accepted by the customer on checkout.
1. Pre-orders require payment to be made at checkout.
2. Due to the nature of pre-order items, orders cannot be canceled or amended as items pre-ordered are cut and made especially for the customer.
3. Expected shipping dates are estimated on the product listing item. Usually, pre-order items are available within 2 weeks but we cannot guarantee an exact shipping date.
4. If there are any delays beyond what is stipulated in the product description, you will be notified by email.
5- Should a circumstance arise beyond our control, such as a non-delivery of fabric for a pre-order, the full order value will be refunded to the method of payment used for the pre-order.
6. If you combine in-stock and pre-order items, ALL items will be shipped together when pre-order items are available.
7. Once you place an order with us, it means that you accept these terms & conditions.
8. Hoolies shall not be liable to the pre-ordering customer for any loss and/or damages of any kind suffered in connection with these Terms and Conditions and/or the Pre-Order.
Exports
Hoolies.co.za exports wholesale to other countries. Regrettably, our online store only caters to South African residents.
Collection , Courier and Third Parties
Couriers charge separately for return collections and new deliveries, even if it’s done in one trip. We know it’s crazy, but that’s how they work.
Only courier returns will be accepted. We do not collect from Post Offices or any other counter-to-counter service. Goods returned via this method remain the responsibility of the sender and will have to be rerouted to the sender.
No returns or on-the-spot exchanges at our Durban Factory. Goods will only be accepted for return via an accredited courier. No Customer Care staff are present at our Factory and all contact must be made via the official contact email in your order confirmation.
Items purchased at third-party retailers must be returned to that retailer which terms of sale and return apply.
Goods in transit remain the responsibility of the purchaser. Hoolies may, upon request, institute claims on your behalf or replace missing goods tampered with or stolen while in transit if the courier collection was initiated by Hoolies.
Missing items
The purchaser must check that your parcel has not been tampered with. If a seal is broken, take a photo and contact Customer Care promptly. Claims must be reported within 24 hours of courier receipt. After this, Hoolies will be unable to assist or replace missing items or claim from insurance.
Goods damaged in transit
Contact us upon receipt of your order.
If you have instructed the courier to leave your parcel unattended at your gate or to hand it to a third party, no claims can be entertained by the courier or Hoolies.
Any person residing at the delivery address provided will be considered a bona fide recipient on your behalf.
Factory Sale Items
Clearance items are considered final sale with no exchanges or refunds.
Hoolies reserves the right to refuse any returns upon final review if guidelines have not been met.
Sales Tax
Hoolies is based in South Africa and 15% VAT is included in the price of the item.
Our Promise
Hoolies are committed to serving our customers with the highest quality of children’s clothing, service, and value. This does not mean that we are perfect, even though we strive to be 100% of the time. Errors may creep in, but we will do our utmost to remedy any situation. We appreciate you granting us an opportunity to do so.
If you are not satisfied with our Customer Care Team, Contact us right away. Our Hoolie Helpers will ensure the Managing Menace is made aware of your compliment or complaint.
Contacting us
If there are any questions or concerns regarding these policies, you may contact us using the information below.
Instant Message online
Messages and requests via Social Media channels or our Chat channel cannot be actioned. Customer Care is available via email.