How can I return/exchange my items?

You have 30 days from the estimated delivery date or actual delivery date of your last shipment, whichever date is later, to return items in-store or by mail for a full refund to your original payment method.

Return or exchange your order easily through one of the following options:

• Head to your nearest Hollister Co. store

  For easy and free returns/exchanges, bring your item(s) and receipt, invoice, or order confirmation to any Hollister Co. store in Canada. Click here to find a store location near you. Online orders must be placed in CAD to be returned or exchanged in a store in Canada and cannot be returned or exchanged at stores outside Canada. Once your refund is initiated, it may take 3-5 business days to appear in your account, depending on the payment method used.

• Submit your Return or Exchange Online

  1. Click here to get started.

  2. So that we can track your return with you, use our return service by selecting our preferred carrier and use the return label we email you to mail your package back to us. The return label included on your order invoice, in your original package, is not prepaid.

  — Please note, for using our return service, a fee of $7 CAD will be deducted from your refund. The return service helps confirm the status of your return and track its delivery progress for added security. Exchanges are free of charge.

  3. Drop off your return at one of the locations listed here. Your refund or exchange will be initiated as soon as we’ve confirmed we have received your return.

What is your return policy for online orders?

• You have 30 days from the estimated delivery date or actual delivery date of your last shipment, whichever date is later, to return items in-store or by mail for a full refund to your original payment method.

• Items must be in their original condition.

• Please note that we cannot accept returns without your receipt, invoice, or order confirmation.

What is your exchange policy for online orders?

We always offer free exchanges! You have 30 days from the estimated delivery date or actual delivery date of your last shipment, whichever date is later, to exchange items in-store or by mail free of charge. If the size/color you want is no longer in-stock, you may return for a refund. Please note you can only exchange for a new size, color, or length (where applicable) of the same item. We cannot accept exchanges without your receipt, invoice, or order confirmation.

What is your Holiday return policy?

With your original receipt, invoice, or order confirmation, merchandise purchased between November 1 and December 31 may be returned for a full refund of the purchase price to your original form of payment through January 31 the following year.

Are there return exclusions/exceptions?

• Select merchandise will be accompanied with a tag that must stay attached to return or exchange the item.
• Products marked as final sale are final and are not eligible for returns or exchanges. This will not include merchandise that is faulty, damaged, or does not correspond to its description.
• For returns or exchanges of personal care items (i.e. perfumes, candles, etc.), you can only return in-store or use the “Ship it Myself” option on the Start My Return page to mail them back using your own carrier.

Can I return items from multiple orders in one package?

Yes – you can return items from multiple orders in one return package. You will only be charged the $7 CAD return service fee once.

• Only create a Digital Return for one of the orders, otherwise the system will think that you are sending the returns separately.
• You must include the order invoice(s) for each order in the return package so that our Distribution Center knows which orders each return items belong to. Failure to provide each order invoice may result in the merchandise being shipped back to you.

When will my exchange order ship out to me?

Please allow approximately three weeks for your return to be delivered and processed at our Distribution Center in the US and for your exchange order to ship out to you.

If any of your exchange item(s) become unavailable during this time, you will receive a full refund to your original payment method if the return is delivered to, and processed at, our Distribution Center within 30 days of your estimated delivery date.

When will I receive my refund?

Please allow approximately three weeks for your return to be delivered and processed at our Distribution Center in the US. Once your refund is initiated, it may take 3-5 business days to appear in your account, depending on the payment method used.

If you placed an order in store and paid cash, any refunds, cancellations, or returns will initiate an email asking you to go back to an Hollister Co. store location in Canada within 10 days to receive your refund. If you do not return to a store within 10 days, a merchandise credit in the form of an e-gift card will be sent to the email address used on your order.

My return package shows Delivered, but I haven’t received my refund yet.

Once your return package has reached one of our carrier’s consolidation hubs for Customs processing, it may be marked as ‘Delivered’, prior to arrival at our Distribution Center in the US. A ‘Delivered’ scan does not always mean the return package has been received by our Distribution Center or has been processed yet for a refund.

After dropping your return off with the carrier, please allow approximately three weeks for your return to be delivered/processed at our Distribution Center and for your refund to be initiated to your account.

Additional questions related to returns or exchanges of Online Purchases?

Head to our Sales Terms by clicking here.

*If you placed an order in store and paid cash, any refunds, cancellations or returns will initiate an email allowing you to go back to a Hollister Co. store location in Canada within 10 days to receive your refund. If you do not return to a store within 10 days, an e-gift card will be sent to the email address used on your order.