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Returns and Exchanges

To assist all customers during the Christmas period (orders made in November / December, we are offering free returns for a period of 60 days from the time of receipt of your order.  For a prepaid return address label, please contact us by emailing info@purpleholly.co.uk or telephoning 01522 543959.


How can I track my order?

If you have registered as a guest, you may track your order via https://www.purpleholly.co.uk/sales/guest/form/.  You will need to enter your order number, billing last name and email address to locate your order.  Should you experience any problems please contact us on 01522 543959, or email enquiries@purpleholly.co.uk

Can I return my order to you?

Yes, however, all purchased goods are to be inspected immediately once received and you are required to notify Purple Holly by email or phone within 7 calendar days if the goods are damaged or not as anticipated and specify a reason for the return.  Customers will be required to provide photographic evidence of the goods if they are damaged by emailing info@purpleholly.co.uk

All items unsealed/unused purchased at www.purpleholly.co.uk (including sale items) can be returned within 28 days of dispatch for a full refund or exchange.  Date of dispatch will be detailed in the Shipment Confirmation email sent to your nominated email address on dispatch. Please contact us with full details, including your order number contained in your Order Acknowledgement email as soon as possible.  Please note that you have a legal obligation to take reasonable care of the items while in your possession, therefore please take care when re-packaging the items for return in the original packaging including instructions.

The cost of return is at your expense (unless products are damaged) and should be adequately insured. Please make sure you obtain a free stamped Proof of Postage from the Post Office as we are not responsible for items that are lost in transit or damaged on their way back to us. Once Purple Holly has received the goods in satisfactory condition you will receive a full refund of the monies, except the return postage charges.

What happens if I have damaged products?

Any damaged items will require photographic evidence of the product in its original delivery box / packaging together with a photo of the damaged product to assist us to resolve your problem.  Damaged products should be reported to us within 7 calender days of receipt by email.  Purple Holly will contact you to resolve through either through a full refund including return postage or replacement as appropriate.  

What happens if my product is lost or delayed?

Any items delivered via royal mail or DPD can be tracked by entering your consignment number in the relevant website.  Track royal mail deliveries by visiting www.royalmail.com/track-your-item.  For DPD tracking visit www.dpdlocal.co.uk.  If your product has been delayed during delivery we will contact the delivery firm to identify if the problem can be resolved as soon as possible.

In the unlikely event your parcel has not arrived we will investigate the matter. Once it is clear the parcel is found to be missing we will issue a full refund.

Can I cancel or amend my order?

You may cancel or amend your order up to 2 hours after placing the order.  If you have already taken delivery, you can arrange to return within 28 days of despatch for a full refund on the product or products.  Please contact us with full details, including your order number contained in your Order Acknowledgement email as soon as possible.

How do you refund my money?

Refunds are made to the credit or debit card that was used to pay.  They will include the cost of products returned to us and delivery charges.

Where should products be returned?

All items should be returned to:

Purple Holly Gifts
Unit 3
Newporte Business Park
Cardinal Close

We always aim to honour an exchange.  If the item you require is out of stock we will contact you and give you a choice of an alternative product or a refund.  We recommend you contact us ahead of time to reserve a product required for an exchange.  If the item you require is of a higher value we will contact you to take an additional payment.  Once the exchange is completed we will then cover the cost of shipping the new item along with documentation to your original delivery address.

Can I exchange my item?

Once your return has been checked and processed by our warehouse you will be notified by e-mail. If a refund has been requested it will be processed via the account originally used for payment.  Refunds may take up to 10 working days to appear on your bank statement, depending on your bank. In the unlikely event that you do not receive the confirmation e-mail within 15 days of posting your return shipment to us, please contact us by email info@purpleholly.co.uk