Customer service

Please read our FAQ before contacting our support.
Maybe you can find your answer there!

The easiest way to communicate with us is by email:

[email protected]

...or call customer support between 08:00 - 18.00 (CET) weekdays.

+46(0)8-72 00 797

Always state your order number in all communications with us.

For questions on your invoice or payment contact Klarna Customer Service:
+468 120 120 10
klarna.com/support
How to shop

Shopping at Hollywood.se is easy!

You do not need to apply for membership or login to shop.
When you are at checkout, enter:

• Name, address and your contact info
• Payment Method
• Shipping Method
• Click on the Buy button

...and you are done!

Of course, we saved your details and your order information.
This information is even e-mailed to you along with your tracking number and login to use later.

If you want to follow up your order, use your login under "Log in".
Here you can view your order statistics and see exactly where your package is.

When the package is at your delivery depot you will receive an email or text message.

You must be 18 years old to shop at Hollywood.se.
FAQ
Where is my order?

When you make an order at Hollywood, you always receive a track and trace email from us as soon as your order has been dispatched. In the email there is a link to trace your parcel and the link get’s activated when the dispatcher has registered your order. Keep in mind that the link might not work the second you receive the email. If you trace your order and it is ready for pickup you do not have to wait for the text/post to be able to acquire your order, you can use the tracking code that you can find in your tracking link together with your identification to pick it up. Unfortunately it is not possible to change the delivery address after the order has been placed.

 

Have you received my order in return?

Due to the high amounts of orders being made at the moment, the process of your return can take a little bit longer than usual. Your return will be handled within 14 days from the day that we received your order. As soon as your order has been handled and processed you will get an email confirmation regarding your return. If you have not received an email regarding your return within 30 days from the date you sent the parcel back to us, contact us at [email protected] and we will check it out for you.

 

When will I be reimbursed for the order I sent back in return?

Due to the high amounts of orders being made at the moment, the process of your refund can be a little bit longer than normal. When you received the email confirming the return you will be reimbursed. It usually takes up to 5 business days from the day we sent you the email for the money to be on your account again, the refund is always made with the same method that you made the original order with.

 

I did not receive all my items that I ordered, what happens next?

It can happen that the item you ordered is out of stock. The product might still be visible on our website and that is because our website has not updated the actual items that we have in stock. We have no possibility to backorder an item for you. If you received an order that is incomplete the amount for the item/items will be refunded accordingly.

 

Can I change an item that has been bought during a sale/campaign?

You can always return any purchased item within 30 days of delivery. You cannot exchange a product for another product and get the same discount. It is not possible to transfer the discount from one item to another. You cannot activate a discount code after a order has been placed..

 

Stickers
Because we get a lot of inquiries about free stickers, you will bear the cost of postage. Want stickers? Then send us an envelope:

 

Hollywood
Vandagatan 3
164 74, Kista
Sweden

 

In the envelope, add a new envelope with your address and 2 stamps on it, and we will add the stickers and send it back to you.

 

Why don’t I receive a tracking number when I select the shipping method "pick up in-store"?

If you ordered your package with the option"collect in-store" you will not be receiving a traceable tracking number, you will instead receive a nice call or e-mail when your package is ready to be picked up at the store.

 

How do I make a return?

Fill out the return form that is sent along with your package or print out a new one under Returns or complaints. Send your return to:

International returns:
Hollywood
BOX 1251
164 29 Kista
Sweden

Returns in Sweden - Posten:
Hollywood
BOX 1251
164 29 Kista
Sweden

Returns in Sweden - Schenker:
Hollywood
Vandagatan 3
164 74 Kista
Sweden

Note that some shipping companies don't deliver to Box-addresses.

The item have to be un-used and in new condition. For example; do not send caps in envelopes and don't label any shoeboxes, that will end with you not getting a full refund. Both the returned item AND the packageing has to be in un-used as new condition, if the package is damaged we will charge a fee of at least 20% of the value of the merchandise or 300 SEK.

We send you an e-mail as soon as we have opened your return. If you would like to exchange the returning item(s) please make a return and place a new order. If you have decided to return parts of your order or your total order you will be refunded 1-5 weekdays after you receive an email from us. Attention! At high pressure the process of refunds can take up to 14 days. If you have any questions, give us a call: +468-72 00 797 or send us an e-mail: [email protected] It is important to include the order number in the email or have it ready when you give us a call.

 

Why have I not received an invoice yet?

You will receive the invoice on the 15th of each month if you selected Klarna account (down payment. Otherwise the invoice will be sent to the email address you provided. Have you still not received the invoice, please contact Klarna's customer support at +468-120120 10 and ask them to send you a new one.

 

I have chosen invoice - why has my purchase been denied by you?

When an invoice is implemented Klarna takes a micro information of our customers to see if they can be offered the required credit. You will then get immediate information if the purchase has been granted or not. If the purchase is denied, you can always contact Klarna's customer support for more information.

 

Are the items in the web shop available in your physical stores?

Many of the products are available in our physical stores. But unfortunately, not all stores have the same assortment as the web shop. The assortment in the physical stores are also different from each other. Please contact your nearest store to find this out.

 

Does the images match with the color in real life?

We always check our images against the real garment to ensure that the color matches the one shown on our website. But because the color, settings and quality differs depending on which screen you have, you can sometimes feel that the product has a different shade than what is shown on the screen.

 

How long will it take before you send my order?

Orders placed with Posten will shipped the same day if the order is received before 16:00 CET and before 08:00 if you choose Schenker. This applies if it has not been any problems with the goods you have ordered. Be alert and check your mailbox the day after you placed an order to see if we have contacted you.

 

Why haven't I received an sms-notice?

Wait until the afternoon, if you have not received an avi by email or SMS contact Customer Service. Do you have a tracking number but no avi you can by using the tracking number and identification pick up the package.

 

What happens if I don't pick up my package?

If you don’t pick-up your package we will deduct 300kr for delivery and administrative charges. To avoid this you can choose to pick up the package and make a normal return.

 

How do I know what shoe size to buy?

Measure your foot like this: Stand with your heels against a wall and put something (ex. a book) in front of the longest toe. Measure the distance between the wall and the book. This measurement is your foot length. Because we often have different length on our feet, you should measure both feet, and use the measurement from the longest foot. To your foot length, you may add an additional 10-20 mm (depending on how wide or narrow your foot and the width of the shoe model you choose) to get the inside dimensions you need. If your foot is 220 mm long, you probably will need a shoe that is about 230 mm long if the foot is "normal width".

 

Are shoe sizes in US or UK?

All shoes sizes are displayed in US unless stated otherwise. Check the size chart to see what sizes correspond to the EU and CM.

 

Are the size charts always exactly accurate?

The sizes can vary a centimeter or two between each garment.

 

How to measure
We measure all items before we put them on the site. We recommend that you compare the measurements on the site with an item that you already own if you are unsure on which size to order:


1. Waist (x2) - It's the size of your waist that is important for this one.
2. Length - It's the length of the leg from the crotch down to the foot.
3. Foot width (x2) - It's how big the foot opening is.
4. Chest (x2) - We measure from armpit to armpit and multiply it by 2.
5. Length - We measure the length from shoulder down to the end.
6. Arm - We measure from the armpit to the end of the arm.

 

Note: All measurements are in centimetres. Feel free to contact our customer service if you have any further questions regarding sizes!

 

Shipping
Posten


Cost: Depends on country of destination. Login on the site and you will see the cost for shipping at the Checkout or contact us by sending an email to [email protected]

Your package will be sent by mail. Enter your cell phone number at checkout so Posten can send a notification to your phone when your package has arrived at your post office! If the notification is delayed and you can see with the tracking number that your package is available for pick-up you can bring your tracking number and identification and collect your package. The package is held by the agent for two weeks before being sent back to us. For non picked up packages, we charge 30 EUR for freight and handling costs.

 
UPS Economy


Cost: Depends on country of destination. Login on the site and you will see the cost for shipping at the Checkout or contact us by sending an email to [email protected]

UPS delivers your package to your door between 08:00-19:00 (local time) and is only delivered if someone is there to sign the package. In Benelux, Germany, France, Italy, Poland, UK and USA UPS makes one attempt to deliver your package at home and then drops your order at your local UPS center where it will be stored for 10 days. A reminder will be sent out on day three and seven before your package is sent back. In all other countries UPS makes 3 attempts to deliver your package. If you're not home on the first attempt the next attempt will be on the following day. If all 3 attempts fail the package will be stored for 5 days at your local UPS center. All UPS centers are opened 7 days a week.

Extra fees for customers outside of EU (European Union): Please note that in some cases you might be subjected to customs, import taxes or brokerage fee when ordering from us at Hollywood. Please check with your local customs office for your local rules and regulations. We don't deduct VAT for international orders. If you place an order and refuse the package when it arrives, you will be charged with the costs of the shipping fees, and also with an additional administrative fee of 10% of the order value or at least 30 EURO. This amount will be deducted from your product refund.

Non collected or refused orders. If you place an order and you do not collect within 5 or 10 days (number of days depends on country of destination) after it has arrived to your UPS center or Kiala collection point, or if you refuse the package when it arrives due to, for example, added customs fee, you will not get a full refund for your order. Instead you will be charged with the costs of the shipping fees, and also with an administrative fee of 10% of the order value or at least 30 EURO.
 
BRING (Norway)


Cost: 49 NOK

Any import costs such as freight, customs and taxes are included in the price! Your package will be sent to Bring. Enter your cell phone number at checkout and BRING will send a notification to your phone when your package has arrived at your delivery depot! If the notification is delayed and you are using the tracking number to see that your package has arrived you can collect the parcel with tracking number and identification. The package is located at the agent for 2 weeks before being sent back to us. For not picked up packages, we charge 300 NOK for freight and handling costs.
Payment
Visa/Master Card

Fee: 0 SEK

We accept Visa, MasterCard and Euro Card. It is safe to pay by card at Hollywood.se We work with DIBS, which is one of the leading European Payment Service Providers. DIBS handle card details directly and safely. No card details are stored at Hollywood.se. We do not charge any fee for this service. Contact your card issuer if you have any questions regarding payment.

 

AMEX

Fee: 0 SEK

We only accept Swedish AMEX card. We do not charge any fee for this service. Contact your card provider if you have any questions regarding payment.

 

PayPal

Fee: 0 SEK

Pay with your PayPal account. Easy and safe. Contact PayPal with any questions about payment.

 

Klarna Account - Partial Payment

Fee: 29 SEK

If you live in Denmark, Finland, Norway or Sweden (no partial payments in Norway), you can choose to buy against invoice.

This is available for both private customers and companies. We only ship to the address that you're officially living at or your company's legal address. You have to be at least 18 years old. We are using Klarna Europe AB for all invoicing. A credit check will be performed instantly. The invoice will be sent out by email directly to you from Klarna the same minute the package leaves our doorstep. You can choose to divide your payments from 50 SEK/month, or at least 1/24 per month. You can always pay the whole sum too. Yearly Rate: 18%. If you not pay within the period, reminders and demands will be sent to you, including added interest and reminder fees.

If you have more questions regarding your payment please contact Klarna in Denmark or Finland.

 

Klarna Invoice

Fee:
Norway 49 NOK
Denmark 39 DKK
Finland 5 EUR

If you live in Denmark, Finland, Norway or Sweden (no partial payments in Norway), you can choose to buy against invoice.

This is available for both private customers and companies. We only ship to the address your are officially living at or your company´s legal address. You have to be at least 18 years old. We are using Klarna Europe AB for all invoicing. A credit check will be performed instantly. The invoice will be sent out by email directly to you from Klarna the same minute the package leaves our doorstep.

If you have more questions regarding your payment please contact Klarna in Denmark or Finland.

Returns, exchanges and complaints
Cancellation / change in orders

Note: During weekends and holidays, once your order has been placed we cannot stop the process of items being sent. Please use the return form if you don't want your items.

Your order is processed shortly after it has been received by us, therefore we are not possible to cancel your order. Have you placed your order on a weekday between 5 pm and 7 am CET, and write an email to [email protected] with CANCELLATION, ORDER NUMBER and SHIPPING PROVIDER in the subject field, we might be able to cancel your order before it is packed and sent out. After that you will receive an email informing you if the cancellation was possible or not.

We want to give you the fastest delivery possible, therefore we pack your goods shortly after your order has been received by us. We cannot change your order. If you want to add a product or resize, please place a new order.

 

Right to return policy


When you shop at Hollywood, you always have a 30 day return policy (money back). When you make a return you can not change it to an other product. Note that it is enough that you notify us that you wish to exercise your right within 30 days from the date you received your package. Does not apply to the purchase of lingerie and swimwear.

Note that the product and even the packaging must be in its original condition. No tags or such may be added directly on the shoebox at the return. Is the carton damaged upon return to us, we charge a fee of at least 20% of its value or 30 EUR. Hats may not be sent in envelopes, but should be sent in a box, when its important that the shape is retained.

We follow the rules and guidelines for e-commerce set by Swedish Consumer Agency (more info här).

 

Returning goods

Return form must always be complete and sent with the item(s) to be returned. You, the customer pay the return costs. It is important that you fill it in correctly, it is better to fill in too much than too little. If you have any questions, call: +46 8-7200797 or e-mail us: [email protected]. It is important to include the order number in the e-mail.

NOTE: We send you an e-mail as soon as we have opened your return. If you have decided to return parts of your order or your total order you will be refunded 1-5 weekdays after you receive an email from us. Attention! At high pressure the process of refunds can take up to 14 days.

Return forms for download:

 

International returns:

Visit your local post office, send the goods to:

Hollywood
BOX 1251
164 29 KISTA
SWEDEN
 
Warranty / Complaints

Any warranties or claims must be notified by e-mail e-post or by phone on +468-72 00 797 before return. Returns can not take place until agreement with Hollywood has occurred. In some cases, a photo, can be enough. We want a correspondence before the warranty claim begins. We follow Swedish law regarding cunsumer rights and if you want to learn more about what these laws, visit www.konsumentverket.se. We will follow the Swedish Consumer Complaints Board recommendations in any dispute.
 
Refunds

If you return your entire order we will refund you the same way you paid, but we deduct the return postage of 59SEK - if you used our return shipping label.

Credit card and PayPal:
If you return an order, or part of an order, that you purchased via credit card or PayPal, you do not need to send any account information as the refund is sent to the same account as used for the purchase.

Cash on delivery:
A refund will be made to your bank account. Please send us your account information. Remember to always include your account number.

Invoice:
If you choose to pay via Klarna Invoice or Klarna Account, we adjust the order total and there will be sent out an updated invoice with the new amount. When already paid invoice, we will make a refund to Klarna which in turn refunds you. Contact Klarna for futher questions: +468-12012010.

Unclaimed packages:
You have 14 days to collect your parcel at the delivery point. If you don’t pick-up the package within that time, it will be returned to us. For not picked up packages we will deduct 30 EUR for shipping and administrative fees off the refund amount.

 

Checkout codes, campaigns and offers
Checkout codes

We do not have the possibility to activate any checkout codes after an order is completed. The checkout code must be activated in the checkout stage, before the purchase is completed in order to be valid. It's not possible to change to an other item. Checkout codes and campaign offers are onlt valid on full price items, if nothing else is stated, and can't be combined with other offers or discounts.

 

Terms and conditions for "Mystery Box"

For the special products in "Mystery Box", the following applies: Full right of return as usual but then you must return the whole box. We offer no replacement of individual products.

 

Terms and conditions for "2 for 1 / 3 for 2" offers

The campaign offer buy "2 for 1 / 3 pay for 2 - get the cheapest one free" applies to both full-price / news and sale goods. When you buy three items, you automatically get the cheapest one free. In the event of sale or if a product is out of stock, we reserve the right to cancel the entire order. We will inform you via email about which product is out of stock. When we cancel your order, the products that were on your order will be put back up on the website and you can then place a new order.
 

 

Returns

You always have 30 day return policy (replacement or money back), this also applies to sale items and the "3 for 2"-promotion. NOTE: If return of the free product there is no refund when the product never charged for. If you return a product that you paid for, but choose to keep the free product, you are no longer entitled to take part in the campaign 3 for 2 and you'll have to pay for the free product. This means that we only refund the difference between the free product and the product you are returning. This promotion can not be combined with other offers.

 

Sale / Holidays

During sale periods and holidays, delivery time may be increased by 1-3 days. We ask you to bear with this and we promise that we are doing the best we can to ship your package as soon as possible. In larger sale periods we have limited ability to contact you if your order is incomplete.

 

Bulk orders

We have absolutely nothing against you ordering a lot at the same time. However, we reserve us for orders containing multiple variants of a same product, especially when it comes to sneakers and limited editions. If you have concerns about this, please email support ([email protected]).

 

Pricing errors

In case of any pricing errors, we reserve the right to adjust or cancel orders.

 

Miscellaneous

We reserve us for errors beyond our control, such as force majeure. The web shop assortment is different from the physical stores. And we can unfortunately not guarantee that what you see on this page is available in the physical stores.

 

Company Info
Hollywood
Chris Hollywood Konfektion AB

VAT:
556187-4131

Address:
Vandagatan 3
164 74, Kista
SWEDEN