Sale Terms

Updated: January 2011

These Sale Terms set out the terms and conditions that will apply when you purchase Merchandise through our Site. If you are unable to understand, or have any questions about, these Sale Terms please contact us using the contact information set out in the "Contact Us" section below. You will be required to confirm that you have read and accept these Sale Terms before you submit an Order to us.

Prior to submitting an Order by clicking the 'PROCESS ORDER' button on the Payment Method page, please save or print a copy of these Sale Terms to keep on file for future reference regarding the Order You are submitting. Please note, terms are subject to change so review and save or print a copy of these terms prior to each Order that You submit.

Capitalised terms that we have used in these Sale Terms are defined in the "Definitions" section below.

  1. ORDER AND ACCEPTANCE

    1. If you would like to order Merchandise, you can use the order process on our Site to place an Order.
    2. Each Order submitted constitutes an offer to purchase Merchandise from us. Orders are subject to our acceptance and we may, at our discretion, refuse to accept your Order, including where:

      1. Orders cannot be processed due to an error in information you have provided to us, for example, where you provide us with: an incorrect payment card number, expiration date or card security value number; incorrect billing information (e.g. where the billing information you provide is different from the information that the bank or building society which issued your payment card has on record); insufficient or an incorrect shipping address (i.e. street address, city, country or postcode); or fraudulent information;
      2. there is an error on our Site relating to the Merchandise that you have Ordered, for example an error relating to the price or description of the Merchandise as displayed on our Site; or
      3. the Merchandise that you have ordered is no longer available through our Site.

      We will, unless we suspect that your Order was placed for fraudulent purposes, send you an email, to the email address that you have provided to us, if we are unable to accept your Order, informing you of the reason. If you placed an Order by telephone but did not provide us with an email address, we will contact you on the telephone number that you have provided to try to resolve with you the issue preventing us from accepting your Order.

    3. If you have placed your Order through our Site, after we receive your Order, you will receive an email from us confirming receipt of your Order, usually in minutes. If you do not receive an email, call us on +1 614 219 5385 or on our freephone number 0800 2000 1009 before you try to place another Order for the same Merchandise. You should note that the email that we send to you confirming receipt of your Order does not constitute acceptance of your Order.
    4. Your Order will be accepted by us only after we dispatch the whole or any part of the Merchandise covered by your Order. If you have placed your Order through our Site, we will send you an email, when we dispatch all, or if earlier the first part, of the Merchandise covered by your Order, to confirm that your Order has been accepted by us. If you have placed your Order through our Site, we will send you an email to let you know that your Order has been accepted by us. Our Contract is created when we send you our shipment confirmation email or, if you placed your Order over the telephone, when we dispatch all or the first part of the Merchandise covered by your Order.
    5. We will take reasonable steps to ensure that the prices and other information about Merchandise on our Site are accurate. If an error relates to Merchandise for which you have placed an Order, we may reject your Order under Clause 1(b) above. If we reject your Order because of an error, we will notify you at the email address or, if you placed your Order over the telephone, the telephone number that you have provided to us and ask you whether you would like to re-submit your Order to purchase the relevant Merchandise once we have corrected the error. If we have notified you that we have accepted your Order, you will not be required to pay more than the price that was displayed on our Site at the time that you placed your Order for the Merchandise that you have requested, and if we have sent you Merchandise which is different from the description of the relevant Merchandise on our Site at the time that you placed your Order, you will also have the right to return it. Please see the terms of our return and exchange policy listed below.
    6. If you have any questions, comments or concerns regarding our Order acceptance policy, or if you consider that your Order was rejected by us in error, please contact us by emailing us at: Hollister_orderservice@hollisterco.com.
  2. PRODUCT AVAILABILITY

    1. The inclusion of any Merchandise on our Site does not imply, warrant or guarantee that the Merchandise will be available if you wish to place an Order to purchase it.
    2. We will have the right, at any time, to make changes to information about Merchandise displayed on our Site, for example information about prices, description or the availability of Merchandise and we may do so without first giving you notice of the changes. We will not, however, make any changes to the price, availability or description of any Merchandise after we have accepted an Order to supply the Merchandise to you.
  3. CUSTOMER INITIATED ORDER CANCELLATIONS AND CHANGES

      You can make changes to or cancel your Order at any time before your Order has been processed by us. To make changes to your Order, please call us on +1 614 219 5385 or on our freephone number 0800 2000 1009. If your Order has already been processed, you will only be able to request a refund or exchange of the Merchandise: please see the terms of our return and exchange policy listed below.

  4. ORDER TRACKING

      You can track the progress of your Order by clicking here:

  5. GIFT CARDS / E-GIFT CARDS / MERCHANDISE CREDITS

    1. Gift Cards and E-Gift Cards purchased on the Hollister Co. UK website are redeemable for merchandise at any Hollister Co. UK Store.
    2. Gift Cards purchased at a Hollister Co. UK Store are redeemable for merchandise at any of our Hollister Co. UK Stores, and cannot be redeemed online.
    3. Gift Card and E-Gift Card sales are final and they cannot be returned or redeemed for cash unless required by applicable law.
    4. When returning Merchandise that was purchased online using a Gift Card or an E-Gift Card, the original Gift Card or E-Gift Card will be credited. A new Gift Card will not be issued.
    5. When you purchase Gift Cards or E-Gift Cards from us, you are also purchasing a service from us which means that once we have dispatched your Gift Card to you, or sent your E-Gift Card to your recipient, it is too late for you to cancel or return it, including under applicable laws which give you the right to return products or cancel contracts for services purchased on the internet.
    6. Our Gift Cards, E-Gift Cards, and Merchandise Credits have no expiry date, and there is no fee to reactivate the card if it has been unused for a long period of time.
    7. Merchandise Credits issued at a Hollister Co. UK Store are redeemable for Merchandise at any Hollister Co. UK Store.
    8. Merchandise Credits are non-transferable and cannot be redeemed for cash unless otherwise required by applicable law.
    9. No value can be added to a Merchandise Credit and it does not qualify as e-money.
    10. You can check the balance of Your Gift Card, E-Gift Card, or Merchandise Credit either by visiting one of Our Hollister Co. UK Stores or by clicking here. You will need Your 16 digit account number (including PIN) to check Your balance.
    11. We cannot replace Gift Cards, E-Gift Cards, or Merchandise Credits that are lost, stolen, or destroyed. Please contact us if the recipient did not receive the E-Gift Card.
    12. The terms and conditions of Gift Cards are governed by the laws of the UK.
  6. DELIVERY

    1. International shipping is available when ordering Merchandise from our Site. You can view the countries to which we are able to ship Merchandise by clicking here.
    2. Please note that we cannot:

      1. ship certain fragrances and body care products that we sell outside of the US; or
      2. deliver your Order to a freight forwarding company.

        3. We will refuse to accept your Order if you request that we do either of the above.

    3. Shipping and handling charges will depend on the value of your Order, the country to which the Merchandise is being shipped and your required shipping time. You can find a list of our shipping and handling charges and our delivery terms by clicking here.
    4. Merchandise that we deliver to you will become your property at the time that you receive it. As soon as we have delivered the Merchandise to you, you will become responsible for it, and for any loss or damage to it thereafter.
  7. MERCHANDISE ON BACKORDER

    1. Any Merchandise on Backorder will be shipped by our standard delivery service when they become available at no additional shipping and handling charge. Please note that payment for any Merchandise on Backorder will not be taken from your payment card until the Merchandise on Backorder is shipped.
    2. We will notify you at the email address or, if you placed your Order over the telephone, the telephone number that you have provided, if we are unable to deliver any Merchandise on Backorder within thirty (30) days from the date of your Order and ask you if you would like us to send you the Merchandise on Backorder when it becomes available or if you would like to cancel your Order. If we do not receive a response to our email or any voicemail message that we leave for you, we will assume that you do not want us to cancel your Order and so we will ship to you the Merchandise covered by your Order as soon as it is in stock.
    3. You can cancel your Order for Merchandise on Backorder at any point prior to shipment of your Order by calling us on +1 614 219 5385 or on our freephone number 0800 2000 1009.
  8. PRICES AND PAYMENTS

    1. We reserve the right to vary the price of our Merchandise at any time. We will not alter the price of any Merchandise covered by an Order after we have accepted the Order.
    2. You may pay for your Order using either a credit card from Visa, MasterCard, American Express, a debit card with a Visa or MasterCard logo or an American Express charge card. Gift cards purchased in a Hollister Co. UK Store can only be redeemed in a Hollister Co. UK Store. For more information on Gift Cards please see the Gift Card section above.
    3. When we receive your Order, we will place a "hold" on your payment card for the total value of your Order. If the "hold" on your card has been authorised by your bank or building society, we will take payment, for the Merchandise, from your card immediately before your Merchandise, or the first part of the Merchandise that you have ordered, is dispatched. You should note that placing a "hold" on your card or taking payment from your card does not constitute acceptance of your Order. Our contract is created only when we (i) send you an email confirming that we have dispatched your Merchandise or the first part of the Merchandise covered by your Order, or (ii) if you placed your Order over the telephone, when we actually dispatch your Merchandise or the first part of the Merchandise covered by your Order.
    4. The charge for your Order will appear on your credit, debit or charge card statement as "HollisterCo.Co.UK". If you wish to dispute the validity or amount of a charge that appears on your credit, debit or charge card statement, please contact us by emailing us at Hollister_orderservice@hollisterco.com.
    5. If you cancel an Order under Clause 3 above, any authorised "hold" on your payment card will usually be released within three (3) to five (5) working days from the date of cancellation.
    6. The prices displayed on our Site for Merchandise is inclusive of all VAT and, for Merchandise ordered for shipment to the UK, all other applicable taxes and charges such as import duties. For Merchandise ordered for shipment outside of the US (other than to the UK), the recipient of the Order will be responsible for any import duties or taxes charged by the recipient's country. For Merchandise ordered for shipment within the US, the sales tax applicable for the state to which the Merchandise is to be delivered will be added to your Order at the checkout page.
    7. For Orders which are to be shipped to the UK, we use a customs broker to clear Merchandise and process all duties and taxes and that broker will also be acting as our agent in relation to the Merchandise that is being delivered.
  9. RESALE / RESHIPPING OF OUR MERCHANDISE

      It is important for us to monitor the quality of the Merchandise that our customers purchase in order for us to maintain customer satisfaction and therefore you must not misrepresent yourself as being one of our authorised resellers or as being qualified to resell our Merchandise. We reserve the right to refuse to accept your Order, if we suspect that you intend to resell our Merchandise.

  10. RETURNS / REFUNDS / EXCHANGES

    1. If you are not satisfied with the Merchandise that you ordered, you may return it to us for an exchange or a refund. You may also request a refund for Merchandise that we have dispatched but which you have not yet received.

      2. Refunds / Exchanges for Faulty Merchandise

    2. If you wish to return Merchandise for a refund which is faulty or otherwise damaged when you receive it, which does not correspond to the description on our Site, or which develops a fault after you receive it, you can do so by: (i) sending the Merchandise back to us at Hollister Co. Returns Department, 100 Hollister Co. Way, New Albany, OH 43054 USA or (ii) emailing us at HollisterCo@HollisterCo.com or (iii) calling us on +1 614 219 5385 or on our freephone number 0800 2000 1009. If you call or email us to request a refund, we may ask you to return the Merchandise to us before we can process your refund. You should note that We cannot process Your refund if You return Merchandise purchased online by (i) visiting one of Our Stores or (ii) by post to one of Our Stores. All purchases made at a Hollister Co. UK Store need to be returned or exchanged to a Hollister Co. UK Store. If the Merchandise that you ordered was delivered to an address within the Continental US, the recipient can use the SmartLabel™ that was included at the bottom of your invoice to return the Merchandise to us. When you return the Merchandise to us, please remember to include details of why you consider that the Merchandise is faulty, damaged or does not correspond to the description on our Site.
    3. Once we receive the Merchandise and confirm that it is faulty, damaged or does not correspond to the description on our Site, we will refund to you the cost of the Merchandise and any shipping and handling charges and duties paid by you. If you show us how much it cost to return the Merchandise to us, we will also refund to you the cost of your return postage. We will usually credit the refund back to the payment card that you used to pay for the Merchandise within approximately fourteen (14) days from the date that we receive the Merchandise, although it may take a while longer for the refund to show up on your payment card statement. Please note that if you return Merchandise without a receipt or other proof of purchase, we can provide you with only a Merchandise Credit for the last known value of the Merchandise.
    4. If we examine Merchandise that you have returned to us and, in our reasonable opinion, do not consider that it is faulty, you will not be entitled to a refund and we will return the Merchandise to you.
    5. If you would like to exchange Merchandise which is faulty, damaged or does not correspond to the description on our Site please see the terms of our exchange policy listed below.

      6. Refunds for Non-Faulty Merchandise

    6. If you are not satisfied with any Merchandise that you have received, or we have emailed you to confirm that your Order has been processed but you would like to cancel it, you may request a refund by: (i) sending the Merchandise back to us, at your cost, at Hollister Co. Returns Department, 100 Hollister Co. Way, New Albany, OH 43054 USA or (ii) emailing us at HollisterCo@HollisterCo.com or calling us on +1 614 219 5385 or on our freephone number 0800 2000 1009. If you call or email us, we will still need you to return the Merchandise to us. You should note that we cannot process your refund if you return Merchandise purchased online by (i) visiting one of Our Stores or (ii) by post to one of Our Stores. All purchases made at a Hollister Co. UK Store need to be returned to a Hollister Co. UK Store. If the Merchandise that you ordered was delivered to an address within the Continental US, the recipient can use the SmartLabel™ that was included at the bottom of the invoice to return the Merchandise to us, although you should note that there is a £ 7.00 charge to use this service which will be deducted from your refund. You need to keep Merchandise for which you have requested a refund in your possession and take reasonable care of it until it is returned to us. If you fail to return Merchandise to us for which we have issued you with a refund, we may arrange for the collection of the Merchandise from you and charge you for all our reasonable costs incurred in arranging the collection. We will refund your original shipping and handling charges only if you request a refund within seven (7) days from the date that you receive your Merchandise.
    7. All purchases made with a Gift Card, E-Gift Card or Merchandise Credit will be refunded back to the original payment type. Please note that if you return Merchandise without a receipt or other form of proof of purchase, we can provide you with only a Merchandise Credit for the last known value of the Merchandise.

      8. Exchanges / Speed Exchanges

    8. If you wish to exchange Merchandise that you have received from us, you can do so by sending the Merchandise back to us at Hollister Co. Returns Department, 100 Hollister Co. Way, New Albany, OH 43054 USA. If you wish to exchange Merchandise which is faulty, damaged or does not correspond to the description on our Site, you can also email us at HollisterCo@HollisterCo.com or call us on +1 614 219 5385 or on our freephone number 0800 2000 1009. When you call or email us, we may give you the option of emailing or posting to us a photograph of the faulty, damaged or non-corresponding Merchandise without your having to return the Merchandise to us. You should note that we cannot process your exchange if you return Merchandise by (i) visiting one of Our Stores or (ii) by post to one of Our Stores. All purchases made at a Hollister Co. UK Store need to be returned or exchanged to a Hollister Co. UK Store. When you return the Merchandise to us you must also include details of the new items that you wish to purchase. Once we receive the returned Merchandise, we will process your exchange and send you the new Merchandise that you have requested. We will waive any applicable shipping and handling charges and also any duties payable for replacement Merchandise to be shipped to the UK. We will either credit, or take payment from, the payment card or the Gift Card, E-Gift Card or Merchandise Credit used to make your original purchase if there is any difference between the price of the Merchandise that you have returned and the price of the replacement Merchandise that you have requested. If you have returned Merchandise to us for exchange which is faulty, damaged or does not correspond to the description on our Site we will, if you show us how much it cost to return the Merchandise to us, also refund to you the cost of your return postage.
    9. If you wish to exchange Merchandise that you have received from us within sixty (60) days from the date of your original Order, you can use our "Speed Exchange" process to request an immediate exchange of the Merchandise that you ordered without first having to return the original Merchandise that you have received from us. To complete a "Speed Exchange" click here. If you request a "Speed Exchange", we will charge you for the new Merchandise that you have ordered, waive your new outbound shipping and handling charges and send the new Merchandise to you by our standard delivery service. While you wait for your new order, you must return the original Merchandise by sending the Merchandise back to us, at your cost, at Hollister Co. Returns Department, 100 Hollister Co. Way, New Albany, OH 43054 USA. We will either credit, or take payment from, the payment card used to make your original purchase if there is any difference between the price of the Merchandise that you have returned and the price of the replacement Merchandise that you have requested. If you use the "Speed Exchange" to exchange Merchandise which is faulty, damaged or does not correspond to the description on our Site we will, if you show us how much it cost to return the Merchandise to us, also refund to you the cost of your return postage. Please note that "Speed Exchanges" can only be processed and sent to the address provided by you in your original Order.
    10. If the Merchandise that you ordered was delivered to an address within the Continental US, the recipient can use the SmartLabel™ that was included at the bottom of your invoice to return the Merchandise to us, although you should note that there is a £7.00 charge to use this service which will be deducted from your payment card or the Gift Card, E-Gift Card or Merchandise Credit used to make your original purchase or, if applicable, any credit that we are required to give you. We will not charge you to use the SmartLabel™ if you are returning Merchandise to us for exchange which is faulty, damaged or does not correspond to the description on our Site.
  11. OUR LIABILITY TO YOU

    1. Nothing in these Sale Terms will exclude or limit our liability to you for fraud, death or personal injury caused by our negligence, breach of terms regarding title implied under the Sale of Goods Act 1979 and/or the Supply of Goods and Services Act 1982 or any other liability which the law states may not be excluded or limited.
    2. We will not be liable to you under a Contract for:

      1. any loss of profit, loss of income, loss of business, loss of revenue or loss of goodwill;
      2. any loss or corruption of or damage to data; or
      3. any loss or damage which was not a reasonably foreseeable result of either our breach of a Contract or our breach of our legal duty of care. Loss or damage is "reasonably foreseeable" if, at the time that we and you entered into a Contract, such loss was either contemplated by us and you or you notified us that the loss may occur if we breached the Contract or our legal duty of care.
    3. Nothing in these Sale Terms will affect your statutory rights. For further information about your statutory rights you should contact your local authority Trading Standards Department or Citizens' Advice Bureau.
  12. PERSONAL INFORMATION

      When you place an Order through our Site, you will be providing us with your personal information. We will use your personal information to process your Order and deliver the Merchandise ordered and for other limited purposes. Our collection and use of your personal information will be carried out subject to the terms of our privacy policy, a copy which can be found by clicking here.

  13. USE OF OUR WEBSITE

      Your use of our Site is subject to our "Website Terms of Use", a copy of which can be found by clicking here.

  14. GENERAL TERMS

    1. The Contract between you and us is governed by the law of the part of the UK in which you live. Either you or we may bring legal actions in respect of any dispute which arises in connection with a Contract only in a relevant court in the UK.
    2. If either you or we do not enforce or delay enforcing any of our rights under a Contract, this will not stop us from doing so at a later date.
    3. If any provision of a Contract is not valid or legally enforceable, that term will be deleted and the remaining terms will not be affected.
    4. No party other than you or us has any right to enforce any term of a Contract.
  15. CONTACT US

      If you have any questions about these Sale Terms, please contact us either by emailing us at HollisterCo@HollisterCo.com or by calling us on +1 614 219 5385 or on our freephone number 0800 2000 1009.

  16. DEFINITIONS

      In these Sale Terms:

      "Merchandise on Backorder"means Merchandise that You have ordered which is temporarily out of stock;
      "Contract"means the contract between you and us for the sale and purchase of Merchandise, comprising Your Order, our email confirmation of our acceptance of your Order and these Sale Terms;
      "E-Gift Cards "means a Gift Card which we sent to You or to Your recipient by email;
      "Gift Cards"means a pre-paid card which you, or your recipient, can use to purchase Merchandise at one of our Hollister Co. UK Stores;
      "Merchandise"means the products that we sell on our Site from time to time, including clothing, accessories and fragrances;
      "Merchandise Credit"a credit, in the form of a Gift Card, which we or one of our affiliates may issue to you from time to time, for example, where you return merchandise to a Store for a refund without any proof of purchase;
      "Order"means an order for Merchandise;
      "Sale Terms"means these terms and conditions of sale;
      "Site"means our website located at HollisterCo.com;
      "Store"means a “Hollister Co." branded UK store;
      "We", "Our" or "Us"means Abercrombie & Fitch Fulfillment Company, 6301 Fitch Path, New Albany, Ohio, 43054, USA; and Hollister Co. (UK) Limited, 1 Old Burlington Street, 2nd Floor, London W1S 3AD;
      "You" or "Your"means You, the customer.