FAQ

 

 

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 our 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 then 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 a item for you. If you received an order that is incomplete the amount for the item/items will be refunded accordingly.
Can I return 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.se
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) we will send it to you freight-free after we got your return. Not before that. 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 and exchanges 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.
Do 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.