Hollister Co. US
Updated: June 2017
These are the terms and conditions ("Sale Terms") that apply when you purchase merchandise, gift cards, and/or e-gift cards from the Hollister Co. (HCo) Website. If you placed an order for merchandise and at least one of the following situations applies to you, then you are confirming your acceptance of and agreement to be bound by these Sale Terms: (i) you placed an order via HollisterCo.com (desktop or mobile); (ii) you placed an order via the Pickup in Store feature (i.e. you placed an online order to be picked up in a store) offered on HollisterCo.com; (iii) you placed an online order while in a HCo store located in the United States and the order is to be fulfilled via shipment (iv) you placed an order via the HCo mobile app; (v) you placed an order via an HCo microsite; or (vi) you placed an order via the telephone. For the remainder of these Sale Terms, any order that matches at least one of situations (i) through (vi) listed previously may be referred to as an order that was purchased from the HCo "Website." If you placed an online order while in an HCo store located in the United States and the order will be fulfilled via shipment, then you may retrieve a copy of these Sale Terms by visiting HollisterCo.com.
Merchandise purchased in store is subject to the store's return policy.
Due to the fact that these Sale Terms are subject to change at any moment, please review and then save a copy of these Sale Terms for your personal records prior to your placement of each order. If you have questions in regards to these Sale Terms and/or any aspect of your order, then please contact the HCo Customer Service Department by email at HollisterCo@HollisterCo.com or by telephone at +1-866-426-1285 or +1-925-359-2305.
Order and Acceptance
- Each part of an order that you submit to HCo constitutes an offer to make a purchase. If you have placed your order through the HCo Website, then, after HCo receives your order, you will receive an email from HCo confirming receipt of your order (usually in minutes). If you do not receive an email from HCo confirming receipt of an order that you placed, please contact the HCo Customer Service Department at the contact information provided above before you attempt to resubmit the same order. Please note that HCo's confirmation of receipt of your order does not equate to HCo's acceptance of your order.
- HCo is not deemed to have accepted any part of your order until the requested item(s) has/have been shipped and HCo has sent a Shipment Confirmation Email or a Ready for Pickup Email. You may track the progress of your order by clicking here.
- If HCo rejects your order due to an error in pricing and/or other information, then HCo will notify you at the email address that you have provided. Once the error has been corrected, HCo will ask you whether or not you would like to re-submit your order. If HCo has notified you that your order has been accepted by sending you a Shipment Confirmation Email or a Ready for Pickup Email, then you will not be required to pay a price that is greater than the Order Total that is listed in the email. If HCo has distributed merchandise that is different from the description of the relevant merchandise (as displayed on the HCo Website at the time at which you placed your order), then you may request a return or an exchange. For additional details, please review the HCo Online Returns and Exchanges Policy outlined below.
Although it is unlikely that HCo would refuse to accept an order, HCo reserves the right to deny any order for any reason, including where the following situations arise:
Error(s) in Billing, Payment, and/or Shipping Information
Some orders cannot be processed due to erroneous information that you have provided, which includes, but is not limited to:
- Incorrect credit card or debit card number, expiration date, and/or security value.
- Other incorrect information regarding payment types.
- Incorrect billing information (e.g. when you provide billing information that is inconsistent with the billing information that your financial institution has on record).
- Insufficient or incorrect information regarding your shipping address (e.g. street address, city, state, zip or postal code, etc.).
- Suspected fraudulent information.
Delayed Shipment or Unavailability of Merchandise
If an item of merchandise is delayed out of the HCo fulfillment center or becomes unavailable, or if there is an error on the HCo Website pertaining to the order (e.g. an error pertaining to the price and/or description of merchandise), then HCo may cancel the order. If this occurs, then HCo will contact you so that you are aware of the situation.
Reshipping of Merchandise
HCo's policies do not allow merchandise to be reshipped in any way. Any order that is being shipped to a "Freight Forwarding Company" will not be accepted. A complete listing of countries to which HCo ships can be accessed by clicking here.
Resale of Merchandise
HCo is a private label brand. In order to protect HCo's intellectual property rights, any suspected resale of merchandise for personal and/or business profit is strictly prohibited. HCo will not accept any order that is deemed to possess characteristics of reselling. HCo reserves the right to cancel any subsequent order from a customer who has been suspected of reselling.
Previous Fraudulent Order History
HCo may refuse to accept any order if fraudulent activity is suspected. HCo may refuse to process any subsequent order from a customer who has a history of placing fraudulent orders. HCo may refuse any order that is connected with a previous credit card dispute.
Gift Wrap Service
The Gift Wrap service is not available for Pickup in Store orders. The Gift Wrap service may be cancelled for some orders (depending on the location from which the merchandise is being shipped).
Engagement with HCo and Affiliates
HCo, Abercrombie & Fitch, and abercrombie kids (collectively the “Company”) reserve the right to block from receiving marketing communications and/or the right to remove and/or unsubscribe from all Company platforms any email address, phone number, and/or mailing address that is associated with a customer who has been determined by the Company to possess characteristics of reselling and/or a customer order that has been determined by the Company to be fraudulent. Company platforms affected by such removal and/or unsubscriptions include, but are not limited to: (i) any of the Company’s online accounts; (ii) promotional club memberships; (iii) email marketing lists; (iv) text messaging programs; and/or (v) direct mailing lists. In addition, affected customers may be prohibited from accessing and/or registering for each of the aforementioned platforms in the future.
Online Returns and Exchanges
If you are not satisfied with your purchase, return it to us for an exchange or refund, subject to the following terms.
You can return or exchange your merchandise at your local A&F or abercrombie kids stores in the US or you can send your merchandise back to us at:
Hollister Co. Returns Department
100 Hollister Co Way
New Albany, OH 43054 USA
If you are exchanging, be sure to include the Full Item Name, Size and Color for each new item on the original invoice. Please note that merchandise may not be in stock, and online-only merchandise will not be available in stores.
If you are shipping within the continental US, you can use the SmartLabel™ that was included at the bottom of your invoice.
If you choose to use your own carrier you will be responsible for return shipping costs.
Return & Exchange Tracking & Notifications
Smartlabel™ Return Tracking
Click here to track your SmartLabel™ Return.
Resend Your Smartlabel™
Click here and complete the requested information to print your replacement SmartLabel™. The new SmartLabel™ will work just like the original.
A fee of $7.00 will be deducted from your return credit.
Smartlabel™ Time Frame
SmartLabel™ returns take 7-10 days to reach our distribution center. Upon receipt by our distribution center, allow up to two weeks for the payment to appear on your payment card statement.
Once we process your return, you will receive an email notification regarding your refund.
Important Return & Exchange Information
We refund any merchandise in resalable condition that is returned with a copy of your original invoice or order confirmation to the original payment method (with the exception of PayPal). If you paid for your online order with PayPal and return it to a store, you will receive a merchandise credit. Refunds for purchases made using a gift card or e-gift card as payment will be issued as merchandise credit for the amount purchased with the gift card/e-gift card.
Refunds for online orders returned to a store without an invoice or order confirmation will be issued as merchandise credit. Exchanges sent to the returns department address listed above are only processed for purchases made using a credit card and/or gift card or e-gift card; otherwise a refund will be issued. Merchandise that is in stock may not equate to an even exchange and there may be a price difference. Any difference in pricing for an exchange will be placed back on the credit card and/or a new merchandise credit will be issued if original payment was on a gift card or e-gift card.
Quality of Your Merchandise
If you believe that your A&F or abercrombie kids merchandise if faulty, damaged, or does not correspond to its description on our website, call us at 866-681-3115 or 1-925-359-2579.
Customer Initiated Order Cancellations and Changes
You may make changes to or cancel your order at any time prior to the packing of your order in the HCo Distribution Center. To make changes to or cancel your order, please contact the HCo Customer Service Department by email at HollisterCo@HollisterCo.com or by telephone at +1-866-426-1285 or +1-925-359-2305.
If you placed your order via the HCo Website and your order has already been packed, then you may request a return or an exchange in an HCo store located in the US or you may send the merchandise back to HCo in accordance with the Online Returns and Exchanges Policy (above). All sales of Gift Cards and E-Gift Cards are final. All sales of Gift Cards and E-Gift Cards are subject to the terms outlined in the "Gift Card Details" (found on the Gift Card page) and the "E-Gift Card Details" (found on the E-Gift Card page), respectively.
If you place an order via the Pickup in Store feature offered on the HCo Website, you no longer want the merchandise that you ordered, and at least one of the following situations applies to you, then you may request a refund by contacting the HCo Customer Service Department at the phone number provided above: (i) your order has already been pulled from the inventory of the selected store and is ready to be picked up at the selected store; or (ii) your order has already been packed in the HCo Distribution Center and has arrived at the selected store. If you fail to pick up your order within ten (10) days of the date on which the final item of merchandise is ready to be picked up at the selected store, then your order will be automatically returned. Following the cancellation of your order, a refund will be issued to your original means of payment, or a merchandise credit will be issued if you originally paid for the order using a gift card or an e-gift card.
Merchandise on Backorder
Merchandise on backorder is temporarily out of stock. If we are unable to ship any merchandise on backorder within thirty (30) days from the date of your order, we will notify you at the e-mail address that you have provided. You will not be charged for merchandise on backorder until it ships. Shipping and handling for each item in an order is distributed so it is directly proportional to the cost of an item and will not be charged in the applicable proportional amount until the respective item(s) ship(s). All items in an order will be shipped via the shipping service type selected when placing the order. The status of a backordered item will remain open on an order until the merchandise is in stock and we take payment and ship the merchandise, or until we contact you that that item was cancelled, or if you contact us to change or cancel your order.
Prices and Payments
Hollister Co. may vary the price of its merchandise at any time. After we accept an order, we will not alter the price, except for merchandise eligible for price adjustment.
Orders That Will Be Shipped to the US and/or Canada - If you have ordered merchandise via the HCo Website and HCo has reduced the price of any item of merchandise (of the same color and size) in your order, then HCo is happy to process a price adjustment for you. Please note that you may only do so within fourteen (14) days of the date on which you placed your order. HCo offers price adjustments only for merchandise purchased at the full price. Each item that you purchase from HCo is eligible for only one (1) price adjustment. In order to request a price adjustment, please contact the HCo Customer Service Department by email at HollisterCo@HollisterCo.com or by telephone at +1-866-426-1285 or +1-925-359-2305. Please remember to include your order number and other details regarding the merchandise that you believe to be eligible for a price adjustment.
Payments by Credit Card
When you pay for an order using a credit card, HCo reserves the right to request additional evidence of your billing information. Please note that all payments with a debit card will be processed in the form of credit. The charge for your order will appear on your credit card statement as "ANF*HollisterCo.com." If you contest the validity and/or the amount of a charge pertaining to an order from HCo and you believe it to be fraudulent, then please contact HCo by email at Hollister_OrderService@HollisterCo.com.
HCo will fully prosecute any fraudulent activity pertaining to the reversal of a valid charge for an order filed and delivered to the customer. In the event that your order has been cancelled, any "authorization hold" will drop off of your account within three (3) to five (5) business days.
Delivery / Pickup in Store
The charges for shipping and handling will depend on the value of your order, the country to which the merchandise is being shipped, and the delivery date that you requested. You may access a list of HCo's shipping and handling charges and HCo's terms of delivery by clicking here.
Limitation of Liability
A. FOR PURPOSES OF THIS LIMITATION OF LIABILITY PROVISION, “HCo” INCLUDES NOT ONLY Hollister BUT ALSO ITS PARENTS, SUBSIDIARIES, AFFILIATES, PREDECESSORS, SUCCESSORS AND ASSIGNS, AND EACH OF THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES AND AGENTS.
B. YOU WAIVE THE ABILITY TO ASSERT A CLAIM AGAINST A&F MORE THAN ONE (1) YEAR AFTER THE FIRST EVENT OR FACT THAT GIVES RISE TO THE CLAIM.
C. IN NO EVENT SHALL HCo BE LIABLE TO YOU OR TO ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES (INCLUDING BUT NOT LIMITED TO LOST PROFITS OR BUSINESS OPPORTUNITIES), REGARDLESS OF THE LEGAL THEORY, REGARDLESS OF WHETHER SUCH DAMAGES WERE FORESEEABLE, AND REGARDLESS OF WHETHER A&F WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
D. NOTWITHSTANDING THE FOREGOING, THESE LIMITATIONS OF LIABILITY SHALL NOT APPLY TO INJURIES: (1) TO THE BODY OR PERSON; OR (2) CAUSED BY A&F’S WILLFUL, MALICIOUS, RECKLESS, OR GROSSLY NEGLIGENT ACTS OR OMISSIONS.
E. THESE LIMITATIONS OF LIABILITY SHALL SURVIVE THE TERMINATION OF THIS AGREEMENT. BECAUSE THE LAW REGARDING LIMITATIONS OF LIABILITY VARIES FROM STATE TO STATE, THESE LIMITATIONS OF LIABILITY MAY NOT APPLY TO YOU. NOTICE TO NEW JERSEY CONSUMERS: THESE LIMITATIONS OF LIABILITY APPLY IN NEW JERSEY.
Additional Terms and Resources
HCo is located, and controls the HCo Website, from its offices located in the State of Ohio. These Sale Terms shall be governed by the laws of the State of Ohio, without giving effect to its conflict of laws provisions. These Sale Terms are not enforceable by any party other than HCo and its customers. If any provision of these Sale Terms is determined to not be enforceable, then that particular term will be deleted and all other terms will remain.