FAQ
Change or cancel an order
Our products are made to order and we are therefore not able to change or cancel orders after they are placed.
When will I get my order?
All of our products are made to order, which means there is first a fulfilment time. Once the order is fulfilled, it is shipped.
Orders are processed Monday–Friday, excluding holidays.
We'll send you a shipping confirmation email with a tracking link once your order has shipped. Tracking may take up to 48 hours to update.
For orders with multiple shipments, we'll send a separate email for each shipment.
Where will my order ship from?
We work with different manufacturers with different production facilities/fulfilment locations. When there are several production facilities for a product, the one nearest to your location is used.
The locations are stated in the product descriptions, along with other shipping information.
Shipping price
Shipping is free in the US, UK and EU. Shipping cost for other destinations are calculated at check-out.
At the moment there is not a choice for standard or express shipping, but we are working on including an express shipping for each product.
Customs fees, duties, tariffs and taxes
When buying a product that is manufactured in another country, or in another economic region, there may be additional customs fees, tariffs and/or taxes for the customer to pay before receiving the shipment.
The buyer is responsible
Buyers are responsible for any local duties, taxes, and advancement fees. These fees are not in our control and are unique to every country. They are assessed by your local customs office.
To find out whether you will have to pay a customs duty on your order, you need to consult the customs of your country. The country of origin is written in the product description.
The main rules as per September 2025
The information about customs practices in these FAQs is a summary and Sadie Hollow Shop in not responsible for its correctness. The customer is responsible for any applicable fees.
If you have questions about our products and their origin, please contact us at sadie@sadiehollowshop.com.
USA
US citizens have to pay tariffs when they order goods imported into the US that are subject to a tariff, with new regulations effective August 29, 2025, removing most previous exemptions. The payment is typically handled by the importer or carrier, who may pass the cost on to the consumer.
As of September 2025, the provider of our products is paying the tariff for any products shipped internationally to the US, so there is not a customs duty to be paid by the customer in this case. This may change at any time.
UK
You'll be charged Customs Duty on all goods sent from outside the UK (or the UK and the EU if you're in Northern Ireland) if they're either: excise goods or worth more than £135. (excise goods is wine, tobacco, etc)
EU
EU citizens only have to pay customs duty on orders from outside the EU and only when the total price of the goods, excluding shipping costs, exceeds €150.
There can be a VAT tax to pay even if there is not a customs duty.
Missing order
If your order was marked delivered by the carrier but you have not received it:
- Double check the shipping address on your order—if it’s missing an apartment number or has a missing digit somewhere, your package was likely delivered to the wrong address and you should contact the carrier for more information.
- Check with your neighbor(s) to see if they may be holding it for you (it’s more common than you might expect!).
- Wait 2 days—it can take this long for a carrier to correct their mistake.
You should be in contact with your carrier. Sadie Hollow Shop is not responsible for missing, stolen, lost or tampered packages.
Returned to sender
If your order was returned to the sender, reach out and we will help tracking it down. Depending on the reason, such as wrong address information, the customer is responsible for the re-shipping cost.
Returns
As our products are made to order, returns are not possible.
If you are unsure of e.g. the size of clothes, check the sizing guides and reach out to us if you are not sure, email: sadie@sadiehollwoshop.com.
If your order arrives damaged or the is a manufacturing error, take photos of the product and reach out as soon as possible, latest within 14 days. In this case, you may need to send the product back, and you will get a new product.
Product & stock
If you're looking for a specific product or style, click on the search icon on the top right of the page to search our products.
If a product you’re looking for is out of stock, just contact us with what you need! sadie@sadiehollwoshop.com
How are your products made? Our products come from different locations and manufacturers. Please reach out if you want more information than what is in the product description!
Exchange rates
Your order is charged in the currency shown at checkout. Select your country by clicking the country on the top right of the website to view the site in your currency.
Payment methods
We accept the payment methods that are listed on the bottom of the page.
Promo codes and sales
Active promo codes can be entered at checkout. Promo codes must be applied during the qualifying period and cannot be applied to previous purchases. We do not offer price adjustments for any past orders.
Promo codes cannot be combined with any other offer, discount, or giveaway.
Promo codes and sales cannot be applied to taxes, shipping costs, or package protection.
Your customer account
To log in to your Sadie Hollow Shop account, use the icon on top right of the page.
You can log in with Shop if you have a Shop, using Google or with your email and a 6-digit code sent to your email address.
If you can't find the 6-digit code in your inbox, please check your spam and promotions folders.
If you're having trouble logging in, contact sadie@sadiehollwoshop.com.
Can’t check-out
If you can't checkout, please get in touch with us and include screenshots of any errors and as much detail as possible to help us troubleshoot the problem.
Unsubscribe
To unsubscribe from our emails, click the "Unsubscribe" link at the bottom of any promotional email.
Social media
If you want us to peep how cute you look in our sh*t, use @sadiehollowshop on TikTok, Instagram or Facebook.
If we’re really digging your Instagram/TikTok/blog/myspace profile, we will reach out to you and ask you to rep some of our clothing.
Affiliate?
Our affiliate program is now available! See the link at the bottom of the page.