FAQs

We’re asked all sorts of great questions about our products; we’ve shared some of the most frequent questions and answers below.

If you can’t find the information you’re looking for, our Customer Services team would love to help. Please send us a message via our Contact Us page

Which courier company do you use?

We are very excited to be able to offer you Hollings products direct from us to your homes and have selected to work with DPD using their next day delivery service. We aim to dispatch all orders received by 12noon on the same working day, all orders received after this time will be despatched the next working day. Our despatch team are busy packing your orders Monday – Friday with DPD delivering them to your doorstep Monday to Friday also. For locations not classed by DPD as UK mainland, deliveries should be made within 2 to 4 days wherever possible. For further details, see here.

We will dispatch single parcels up to the safe weight of 30kg. If your total order weight is greater than 30kg, we will send your order in multiple parcels together on the same working day and you will receive tracking information for each individual parcel from DPD. Also, if your order is made up of larger or bulky items which are unable to fit safely in a single parcel and there is a chance they may not reach you in the best condition possible, our despatch team may send it out as multiple parcels.

Covid-19 update:

Hollings and DPD recognise the importance of the health and wellbeing of our customers and employees & as such, DPD have introduced Covid-19 briefings to all their employees and regularly reviewed advice on methods of accepting deliveries to reduce the risk. If you have any instructions you would like the courier to observe, please advise when contacted by DPD.

We would also advise that in the current circumstances, due to the volume of parcels being processed by DPD for all their customers, you may experience delays in your parcels arriving with you and would ask for your patience and understanding. If you feel the delay is unreasonable or has caused you any inconvenience, we would ask you to contact our Customer Services team who will be happy to help.

Where do you deliver and what are the delivery charges?

Please click here to view our Delivery locations and associated prices.

Please note: Unfortunately, we are unable to deliver to Northern Ireland. We apologise for any inconvenience caused.

How do I know if I need to pay a surcharge or not?

Delivery charges for non-mainland locations are set by our courier, DPD and are determined by postcode. The list below highlights any addresses classed by DPD to be included within the Scottish Highlands geographical area –

AB31-38, AB41-56, FK17 – 21, G83, HS1 – 9, IM, IV, JE, KA27-28, KW0 – 17, PA20 – 78, PH19 – 99, ZE

Who can I talk to about my order or deliveries?

Our Hollings e-store Customer Services team are very happy to help with any order or delivery queries between the hours of 9am and 5pm Monday to Friday. You can contact them at any time at help@hollings.co.uk.

If you have received email or text notifications from DPD on the day of your scheduled delivery, we would ask that you liaise directly with DPD via any of the methods they offer which are communicated in the notifications. We are very sorry that our Hollings team are not able to help once your parcel has reached this stage in the journey to you.

Do you offer weekend deliveries?

Our delivery days with DPD are Monday – Friday and the deliveries will be made between the hours of 8.30am and 7pm. DPD reserve the right under exceptional circumstances to deliver up to 10pm. If you would like to receive delivery outside these hours, please contact DPD directly and they may be able to assist.

Can I change my delivery date?

Yes, you will receive email notifications from DPD once your order has been despatched by our team. DPD offer you the flexibility to amend your order details and will guide you through the steps within the emails.

How does your delivery process work?

1. Your parcel will be delivered by a tracked DPD courier service.
2. You will receive a notification from DPD via email, SMS or both (depending on what you have provided at time of order) and will advise the delivery date with full tracking information. This notification will be sent once your order has been collected from the Hollings site by DPD.
3. On the day of delivery, you will receive your next notification from DPD which will advise the 1-hour delivery slot the same day.
4. As the customer you can also request to have another notification when the courier driver is 10 minutes away to tell you that you’re next. You will also be advised of where you feature in their delivery schedule for the day to help you appreciate the courier’s deliveries on that day.
5. If you are likely to be unable to accept delivery at your address when the driver arrives, whilst the driver is on route you can reschedule your delivery, advise to deliver to a safe place or neighbour. By offering a safe place or an alternative delivery address, you are taking responsibility for the safe storage of your parcel(s). If you advise a safe place or alternative address, you will receive a final email notification to confirm successful delivery with a picture of where your parcel has been left.

My parcel’s not arrived but DPD tracking is showing it has been delivered?

We are very sorry your delivery hasn’t arrived with you safely. If you can please contact our Customer Services team (by clicking here) with your Hollings order number, they will be happy to help. They have access to the DPD tracking system which shows more detail on parcel location and will be able to investigate on your behalf.

My parcel has arrived but is damaged.

We are sorry to hear your parcel hasn’t arrived in the condition you would expect, we can only apologise and assume it has unfortunately been damaged in transit. If you feel the products within the parcel are not able to be fed, please contact our Customer Services team on help@hollings.co.uk who will be happy to help or call them on (0345) 646 1488 between the hours of 9am to 5pm Monday to Friday

If you could please take photos of both the outer and inner packaging & be able to share these with our team along with your Hollings order number and your DPD tracking number, it will help us to raise your concerns to DPD and avoid this happening to Hollings customers in the future.

Subscribe & Save

How does Subscribe and Save work?

We’re delighted to offer our Subscribe & Save service on the products that you regularly want to buy.  The great news is that as a Subscribe & Save customer, you will save 5% across all products you buy on a subscription basis. So whether you are a fan of bones, bars or ears you’ll receive 5% off across the entire Hollings range.

You simply choose the products you want to buy, select the frequency of your order and enter your payment details.  After that, we’ll take care of the rest.  Your payment will be taken from your card each time you next order is due and your product will be delivered on our next day DPD service.

After sign up, you can log into your account and amend your address & payment details, change your products or the frequency you buy on or cancel your subscription.  If you have any issues, please contact our friendly Customer Services team (by clicking here)

Is there an additional cost to Subscribe & Save?

There is no cost to being a Hollings Subscribe & Save customer. What’s more, you’ll receive 5% off all products within your subscription!

How long does a subscription last?

How long your subscription lasts, is completely up to you… You’re in control!  Simply let us know how frequently you would like various products to be delivered, and we will do the rest. Your subscription will continue to run until you stop it.

Can I adjust the frequency of my subscription delivery or cancel my subscription?

Absolutely!  All you need to do is sign in to your account and head to ‘My Subscription’ within your account area. From there, you can adjust the frequency of each product within your subscription.

If I cancel a subscription, can I reactivate it at a later date?

Yes, simply sign in to your account and click on “My Subscription” within your account area.  From here, you will have the ability to reactivate this.

What if I need my items sooner than my next delivery?

What if I want to delay my next delivery or amend the quantities and products?

What if I want to change my payment card?

When will my payment be taken?

 

Where can I buy Hollings treats?

We’re delighted to say you can now buy a selection of your favourite products direct from us via our new online shop. You can shop with the confidence that we have good availability on all products in the current Covid-19 situation and that the products will be delivered to you next day, if you place your order prior to 12noon, avoiding any unhappy eyes from your pets.

We are very proud to have partnered with DPD to deliver your Hollings orders safely to your front door. We have chosen to work with DPD as we believe they offer a reliable and fast service, tracking options which help you to manage, track and receive your orders, and their carbon neutral commitment minimises impact on the environment.

You can also buy our Hollings treats in many independent pet stores, and online stores including Ocado and Fetch.

Why can’t I find my Hollings treat?

As we are just starting out with our Hollings website, we have selected our best sellers for the launch. In time, we will be adding other products from our range of natural treats. We would love to hear your suggestions for which products we should add next. Click here to contact us.

Where can I find nutritional information for the treats?

Hollings products are developed for adult family pets who are in good health with good teeth.

Each product information page will give you the typical analysis, composition and ingredients and feeding guide. You can find these if you scroll down the page.

Our treats are a complementary pet food for adult dogs and is not suitable for puppies, dogs with bad teeth or elderly dogs. They are natural and can vary in size, please check that they are a suitable size for your pet before feeding them.

It is recommended that you always supervise your dog when feeding a treat and ensure fresh water is available at all times.

Treats contribute to your dog’s daily calorie intake, when feeding treats slightly reduce your dog’s main meal to help them maintain a healthy weight.

For pets with specific medical health conditions, we are very sorry, however, we are not permitted to give any specific feeding guidance.

If you do have any questions, please get in touch with our friendly Customer Services team (by clicking here) who will do their best to help provide the information you require. You can email them on help@hollings.co.uk or call the on (0345) 646 1488 between the hours of 9am to 5pm Monday to Friday.

Can I feed your treats to a puppy?

Hollings products are developed for adult family pets who are in good health with good teeth.

Our treats are a complementary pet food for adult dogs and is not suitable for puppies, dogs with bat teeth or elderly dogs. They are natural and can vary in size, please check that they are a suitable size for your pet before feeding them.

My animal requires a special diet and has allergies, are you able to advise if your products are suitable?

We are very sorry, however, as a pet food company, we are not permitted to offer specific nutritional or feeding advice. We would always recommend you discuss the suitability of particular pet foods and treats with your vet’s practice who will be aware of your pet’s needs.

If either yourself or your practice have any specific questions to help advise suitability, please forward these on to our Customer Service team on customer.services@hollings.co.uk and they will do their very best to help.

There’s a problem with my product

We are sorry to hear you have a problem with our product. Our Customer Services team will be very happy to help you, if we can please ask you to provide as much information as possible when you complete our form, it will help us to progress your question as effectively as possible. Click here to contact us

I’m a retailer and I want to stock your products

Please get in touch via our contact page by clicking here and our Hollings Sales team will get in touch. If we can ask you to please complete as much detail as possible, it will assist our team in progressing your request.

Do you offer free samples?

As pet owners ourselves, we know that introducing new recipes and treats to your pets can be a challenge as you can never be certain if you will get a yes or a no from your pets. Due to the natural nature of our products, we are very sorry that we are not able to send samples to our customers.

Where do you source and manufacture Hollings products?

We are proud to source our pet food and treats from the UK and Europe.

As a business nestled in the rolling hills on the edge of the Yorkshire Dales National Park, we are passionate and committed to offering the very best pet treats we can to the nation’s pets. We source our products from a loyal and dedicated network of suppliers, many of whom have worked alongside us for many years, to create the Hollings brand that we love, and you trust. We are very confident in the ability and commitment of these trusted suppliers to provide safe, nutritious and palatable pet food irrespective of the country of manufacture.

Items are missing from my parcel and I have been charged.

We can only apologise that your order hasn’t arrived in full. We do occasionally run out of certain products and unfortunately, we are not able to fulfil customer orders. Could we please ask you to review your order documents which came with your order and if the document doesn’t advise that the product has indeed not been available to despatch, please contact our Customer Services team on help@hollings.co.uk or call then on (0345) 646 1488 who will be happy to help between 9am and 5pm Monday to Friday.

If we have not been able to send an item from your order, we will automatically refund you to the original method of payment for the missing item and you should see the refund within 5 to 10 days, depending on payment method, your bank or financial institution. Unfortunately, this refund period is out of our control. If you do not receive the refund after this time, please do not hesitate to contact our Customer Services team.

Items are missing from my parcel and I’ve now been charged for delivery?

We are sorry that you have an item or items missing from your order. We do occasionally run out of certain products and disappointingly, we are not able to fulfil customer orders. Could we please ask you to contact our Customer Services team who will be able to assist you between 9am and 5pm on (0345) 646 1488? If you are not able to call us between these hours, please send an email to the team help@hollings.co.uk and they will be able to help you further.

I’ve placed an order but you’ve taken payment twice.

We do understand your concern and thank you for contacting us. To allow us to help you with your query, we would advise you to contact our Customer Services team with your Hollings order number and they will be able to investigate what has happened. If a refund is required, the team will be able to action for you to the original method of payment.

Please note that refunds may take between 5 to 10 working days to be cleared back into your bank account or to your original payment method which is unfortunately beyond our control.

I want to cancel my order.

We are very sad to hear that you have changed your mind and no longer wish to receive a parcel from Hollings. Please contact our Customer Services team who will be able to access your account and review your order status. Subject to where your order is in its journey, we may need to advise alternative options.

How do I return my product and get a refund as I’ve changed my mind?

We are very sorry that you have changed your mind about your purchase and wish to return it to us. We can organise collection with DPD between Mondays and Fridays or suggest alternative options including a DPD shop location which our Customer Services team will be very happy to discuss with you further within 14 days from the date of delivery. If you are contacting us after 14 days, we will ask you to pay the return charges. In this instance, you are at liberty to organise an alternative courier service however, we would reassure you that we believe we are able to offer very competitive rates from DPD.

I need to return a product as my pet has said no.

As pet owners ourselves, we know changing your pet’s diet can sometimes be a challenge and not go as we might have hoped. Please refer to our guide to transitioning diets for further advice and help.

If you do think it is still likely to be a no thank you, please contact our Customer Services team who will be happy to help and advise you of your options. We will ask you to pay for the return charges which can either be via our courier, DPD, or you can organise an alternative courier service.

You have not answered my refund question.

If you have any other questions concerning your order or delivery, please get in touch with our Customer Services team on (0345) 646 1488 or email help@hollings.co.uk who will be happy to help between the hours of 9am and 5pm Monday to Friday.

Is your packaging recyclable?
As a business, we are working hard to try and reduce the amount of materials we use, especially plastic. Finding the right product packaging is a careful balance between protecting the treats inside, maintaining product freshness and doing the best for the environment. We can confirm that some of the packaging used for Hollings products are recyclable & indeed, many of our outer boxes are made from recycled cardboard. We are currently also introducing clearer labelling to show what is and is not recyclable on our packaging.

The pet food industry globally shares the same concern for the environment and desire to make as much packaging recyclable and sustainable, however, all pet food manufacturers face the same challenge as us which is to find a pouch that can allow pet food to be cooked safely in the ovens and which can also be recycled.

We are continually talking to our packaging suppliers, who are at the leading edge globally, to learn of any new technology developments to help to reduce the impact of pet food packaging on the environment.

Do you sponsor charities, clubs, events and competitions?

We care deeply about the welfare of animals and we’d love to be able to help every registered charity and event that’s assisting them. Sadly, the number of requests we receive for donations has increased to such an extent that we have decided we will focus our support on charities and charity events in our local community. If you are within our local area, please contact us by clicking here.

We hope you understand why we can’t sponsor every event or charity and we wish you every success.