The 2026 Heirloom Collection • Limited Depot Release

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Shipping & Return Policy

Order Processing

In-stock items are carefully packed and dispatched from our Asheville depot within two business days. Because every piece is inspected by hand, orders placed during peak solstice periods may take slightly longer; any delay will be communicated by email.

Shipping Options & Delivery Times

  • Domestic Standard (US): 3–5 business days.
  • Domestic Express (US): 1–2 business days.
  • International Standard: 7–14 business days, depending on destination and customs.

Shipping costs are calculated at checkout based on destination, weight, and selected service. Complimentary domestic standard shipping is offered on orders over $250.

Tracking

A tracking number is provided by email once your order is dispatched. Fragile items, including glass ornaments and lighting, are shipped fully insured in protective packaging.

Customs, Duties & Taxes

International orders may be subject to import duties and taxes levied by the destination country. These charges are the responsibility of the recipient and are not included in our prices or shipping fees.

Returns & Exchanges

We want you to love your Depothollowly pieces. If you are not fully satisfied, you may return unused items in their original packaging within 30 days of delivery for a full refund of the item price.

  • Items must be unused, undamaged, and in original condition with all keepsake packaging.
  • Custom, made-to-order, and personalised pieces are non-returnable, except where faulty.
  • Original shipping charges are non-refundable unless the return is due to our error.

How to Start a Return

Email [email protected] with your order number and reason for return. We will provide return instructions and, where applicable, a prepaid label. Return shipping costs are the customer's responsibility unless the item arrived faulty or incorrect.

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 7 days of delivery with photographs of the item and packaging. We will arrange a replacement or full refund at no cost to you.

Refunds

Once your return is received and inspected, refunds are processed to your original payment method within 5–10 business days. You will receive an email confirmation when your refund has been issued.

Statutory Rights

This policy is in addition to, and does not affect, your statutory consumer rights.

Last Updated: July 2026