FAQ
Order
Once you have completed your order you will receive an order confirmation email. If you haven’t received the email we kindly ask you to check your junk folder in case the confirmation email ended up there. If it’s nowhere to be found, we kindly ask you to contact us here to ensure that your order went through.
For a cancelation request we kindly ask you to contact us here as soon as you have placed your order. As our main priority is to make sure that your order will be delivered as fast as possible, we cannot guarantee that we will have time to cancel your order before it is processed.
If we are unable to cancel your order, we kindly ask you to follow our easy and smooth return process here.
Please contact us here immediately if you have placed your order with an incorrect address. Depending on the status of your order, we cannot guarantee that we will be able to change the delivery address. For future orders, we kindly ask you to always double check your address before completing your order.
As our main priority is to make sure that your order will be delivered as fast as possible, we are unfortunately unable to change, add or remove products from your order once it has been placed.
We apologize if there have been any difficulties completing your order. We would like to suggest trying out the four alternatives below, which usually solves this kind of issues:
- Change web browser
- Make sure that you are on our website for your specific country
- Change device (from computer to phone for example)
- Open an incognito window
Please contact us here if any of the above options do not help.
In order to find the best fit, we recommend you to look at our size guide. Our size guide shows all of our sizes, measurements and describes how we measure. We kindly ask you to measure yourself in the same way and compare those measurements to ours. On a lot of our products, we also include the size and the length of the model to make it easier for our customers to find the right size.
Delivery
We use China’s cross-border logistics to ship to all customers every day. (except Chinese New Year)
Please remember that our carriers only provide us with estimated delivery dates. Under special circumstances such as special promotions and holidays, orders may arrive outside of the estimated time due to increased order volume.
holboy offers free shipping for all orders over $49. All other orders are shipped with a $10 freight cost.
- We use China’s cross-border logistics to ship to all customers. The aging time takes about 15-30 days, and the normal aging time takes 15 working days.
We kindly ask you to use the tracking link that you received in your shipping confirmation email to track your order.
We are sorry to hear that you are missing a product from your order!
If the order you received does not align with your order in your order confirmation email, we kindly ask you to contact us here so we can help you.
As soon as your order has been sent from our warehouse you will receive a shipping confirmation email with a direct tracking link to your shipment. Use the tracking link to follow your order. If the status of the order hasn’t been updated in 2-3 business days, we kindly ask you to contact us here and we will help you.
The package usually stays at the post office for 7 days before it gets sent back to our warehouse. Packages that are not collected will be charged with a fee of $20 that will be deducted from the total order amount. If you don’t want the package anymore, you need to receive the package and then return it for it to not be registered as a “not collected”.
We ship products to you through cross-border logistics in China.
Returns & Exchanges
Item(s) purchased on holboy.com are eligible for return within 30 days of delivery.
The return policy applies to item(s) that align with the criteria below:
- The product(s) must be returned in its original condition
- All labels must be intact
- All items must be returned unworn, unwashed, have no marks, stains, odors, perfume or pet hair.
- We will not accept garments that has been worn, washed, has any marks, stains, odors, or pet hair.
If an item is returned to us in an unsuitable condition, we will charge you with a fee of $20 that will be deducted from the total return amount.
For hygiene reasons, the right of return does not apply to boxer shorts where the protective plastic/packaging has been removed and is non-refundable.
We do not offer free returns on international orders (unless there is an error on our part). Customer will be responsible for return shipping. You can read more about returns here.
We kindly ask you to take part of our easy and smooth return process here.
We cannot accept individual orders that have been returned in one package.
Individual orders must be sent separately. Unless the order was paid for during the same time period and complies with our returns policy. Only then can you combine different returns into the same package.
Once we have received and processed your return, you will be sent a return confirmation email. If you haven’t received the email 2-3 working days from the day we received your order back to our warehouse, please contact us here and we will help you.
Refunds will be actioned within 7 working days from the day we receive your order back to our warehouse.
If you have chosen to pay with an invoice, we recommend that you pause your invoice until we have processed your return to avoid late payment reminders.
When we have received and processed your return we will adjust the order amount and update the invoice with the new amount.
Refunds will be actioned within 7 working days from the day we receive your order back to our warehouse.
We kindly ask you to double check the following:
- You have entered the same email address that is connected to your order
- You only entered numbers in the order number
- You are still eligible for a return (orders can be returned within 30 days of delivery).
No worries! If you regret your return and want to keep one or more products from your order you do not need to contact us regarding this. The registered return will not be processed as long as no products has been sent back to our warehouse.
We do not offer exchanges: we kindly ask you to simply return the product(s) and place a new order on our website. If you used a discount code in your original purchase, please contact us here and we will help you.
Refunds
Refunds will be actioned within 7 working days from the day we receive your order back to our warehouse. We kindly ask you to allow an additional 2-3 days for your refund to appear in your account once processed.
The payment will be credited back to purchaser’s original payment method that was used to place the order.
We are sorry that you feel that you have been refunded the incorrect amount.
Hopefully one of the three reasons below will give you an explanation to why you have been refunded another amount:
- Unclaimed package
Packages that haven’t been collected will be charged with a fee that will be deducted from the total return amount.
- Item(s) was returned in an unsuitable condition
If an item is returned to us in an unsuitable condition, we will charge you with a fee that will be deducted from the total return amount. All items are inspected on return.
- Return cost
If you have chosen to buy a return label through our website the cost for the return label will be deducted from the total return amount.
If you still consider that you have been refunded the incorrect amount we kindly ask you to contact us here so we can help you!
All of our campaigns are time-limited, the deadline is stated on our new letters and on our website. If you have placed your order before or after our campaign, you are unfortunately not entitled the discounted price.