Returns & Refunds
Updated October 24, 2026
We want you to love your little piece of the Hollow. Because we offer both handmade decor and personal-care products, different return rules apply.
Eligible decorative items
For an eligible, non-custom decorative item such as a witch bell or piece of home decor, please contact us within 14 days after delivery if you would like to request a change-of-mind return. The item must be unused and in its original condition. Please keep the original packaging where possible, and wait for our return instructions before mailing an item back.
Personal-care, consumable, and custom goods
For hygiene and safety reasons, soaps, lip balms, bath salts, food items, and other personal-care or consumable goods are not eligible for change-of-mind returns. Personalized, made-to-order, or custom items are generally final sale. These exclusions do not apply if we send the wrong item, the item arrives damaged or defective, or the law otherwise requires a remedy.
Damaged, defective, or incorrect orders
Please contact us as soon as practical if an order arrives damaged, defective, or incorrect—ideally within seven days of delivery. Send your order number and photos if available. We will review the issue and offer an appropriate solution, such as a replacement if available, a refund, or another remedy consistent with your legal rights. Because many items are one of a kind, an identical replacement may not be possible.
Return postage and original shipping
For an approved change-of-mind return, the buyer is responsible for return postage. Original shipping charges are not refunded on a change-of-mind return unless required by law. We will not charge you for return shipping needed to correct our own error or a qualifying defect.
Refund timing
After we receive and inspect an eligible return, we will notify you whether it is approved. Approved refunds are sent to the original payment method, normally within 10 business days. Your payment provider may need additional time to show the refund. Other timelines may apply where required by law.
Canceling an order
If you need to cancel before shipping, contact us promptly and we will assist when possible. Once shipped, the applicable return policy applies, without limiting cancellation or refund rights provided by law.
To start a return, please contact Ebony Hollow. If your return is approved, we will provide the return address privately.