FAQ
How do I contact customer service?
Our client services team can be reached via email at concierge@nicoleholliscollection.com, or by phone Monday through Friday between the hours of 9am and 4pm PST at 888-808-3383.
How do I place an order?
Orders can be placed directly through our website. For questions and assistance with ordering, please reach out to our client services team by emailing concierge@nicoleholliscollection.com.
How long will my order take to arrive?
All orders ship within one to two business days; transit times for in-stock items will vary by item, destination, and shipping speed selected.
Estimated delivery windows are provided at check out so you can make the most informed decision based on your needs.
For made-to-order items, please allow additional time for production. Lead times vary by product and are listed on each product page.
How do I track my order?
Once your order has shipped you will receive an automated tracking number. For made-to-order or specialty deliveries, our client services team will provide regular updates on status and timing as your order progresses.
What is your return policy?
Each piece in The NICOLEHOLLIS Collection is handcrafted by artisans using natural materials. Variations in tone, texture, shape, and finish are inherent to this process and considered part of the work’s character—not flaws.
Select items are eligible for return within 7 days of delivery and are subject to a 10% restocking fee.
To meet return eligibility, your return must meet the following criteria.
- Return request is submitted within 7 days of delivery
- Items are in unused, original condition with all original packaging intact
- Return is approved in advance and accompanied by a Return Merchandise Authorization (RMA)
- Items are returned within 7 days of receiving your RMA & arrive in original condition
Can I exchange an item for a different color or size?
Each piece in The NICOLEHOLLIS Collection is handcrafted by artisans using natural materials. Variations in tone, texture, shape, and finish are inherent to this process and considered part of the work’s character, therefore we do not offer exchanges.
If you need guidance with purchasing, our client services team is available to assist with recommendations by emailing concierge@nicoleholliscollection.com.
Do you offer store credit?
We do not issue store credit, eligible items can be returned for a refund within 7 days of delivery and require an RMA number. All approved returns are subject to a 10% restocking fee which is deducted from the return. See our Return Policy page for more details on how to start a return.
Do you offer trade pricing for design professionals?
We are pleased to offer a suite of Trade Benefits to our valued design community. For more information and to submit an application, please visit our Trade Application page.
Do you offer gift wrapping?
While we do not offer a formal gift wrap option, the unboxing experience was designed with intention. As permissible, items are packed in our custom NICOLEHOLLIS packaging then placed into a bespoke black gift box or white cotton dust bag before being placed into the shipping box for safe travels.
What if something I want is out of stock?
To be notified when an item is back in stock, please click the JOIN WAITLIST button on the product page. Once the item is available again you will receive an email notification and can purchase directly on the website.
I am interested in customizing an item, is that possible?
While we do not currently offer custom commissions, we always appreciate feedback on what you would be interested in seeing from the NICOLEHOLLIS Collection. Please reach out to concierge@nicoleholliscollection.com to share what you are looking for.
Do you offer design consultations?
At this time we are not offering design services, however we are happy to answer any specific questions you may have about NICOLEHOLLIS Collection products. Please reach out to concierge@nicoleholliscollection.com and we would be happy to assist.
For information on working with NICOLEHOLLIS, please visit www.nicolehollis.com.
How long will my order take to ship?
All orders ship within one to two business days; transit times for in-stock items will vary by item, destination, and shipping speed selected.
Estimated delivery windows are provided at check out so you can make the most informed decision based on your needs.
For made-to-order items, please allow additional time for production. Lead times vary by product and are listed on each product page.
What shipping speeds and services do you offer?
The shipping speeds available at checkout are Ground, 3 Day Select, Next Day Air or Express Worldwide shipping. For additional speeds, or a specific request, please contact concierge@nicoleholliscollection.com.
Domestic orders over $3,000 automatically ship with an Adult Signature required for delivery. This can not be removed once the label has been scanned and the package starts tracking. If the package has not had a first delivery attempt, it may be possible to re-route the package. Please contact concierge@nicoleholliscollection.com as soon as possible to discuss options.
All international orders ship with an Adult Signature.
What if I need my order to arrive by a specific date?
Please email concierge@nicoleholliscollection.com with request details such as products, shipping location, and desired delivery date and we will recommend the most appropriate service.
Can I change the delivery address after my order has shipped?
Once your order has been scanned by the carrier, we are typically not able to change the delivery address. Please contact concierge@nicoleholliscollection.com as soon as possible to discuss options.
Can I remove a signature for delivery after my order has shipped?
Once your order has been scanned by the carrier, the signature option may not be removed. Please contact concierge@nicoleholliscollection.com as soon as possible to discuss options.
I will not be home for the delivery, what do I do?
Please contact concierge@nicoleholliscollection.com as soon as possible to discuss options.
What do I do if I receive a damaged item?
All damage claims must be received within 7 days of the posted delivery date.
If your shipment arrives damaged please keep the box, packing materials, and content intact - do not dispose of anything until your claim is approved.
Please email concierge@nicoleholliscollection.com to begin the claim process.
Damage notifications received more than 7 days from delivery are subject to approval by the shipping carrier.
What do I do if my shipment is incorrect or missing an item?
If your shipment is missing items or has incorrect items, keep all packaging intact and notify us within 7 days of delivery at concierge@nicoleholliscollection.com.
What do I do if my package says it has been delivered but is missing?
If tracking shows delivered and you are not able to locate the package, notify us within 7 days of delivery at concierge@nicoleholliscollection.com. Missing package notifications received more than 7 days from delivery are subject to approval by the shipping carrier.
Do you ship internationally?
We currently ship to select international destinations. For global orders, our team will coordinate bespoke shipping solutions to ensure secure delivery wherever you are. Please contact concierge@nicoleholliscollection.com if your destination country does not appear at checkout.
What is the NICOLEHOLLIS Collection?
The NICOLEHOLLIS Collection is a curated selection of refined home decor, objects, scent and textiles that reflect our dedication to craftsmanship, restraint, and sculptural form. It is where modern design meets timeless materiality—old world craft for modern living.
Who designs or curates the pieces in the collection?
Each piece is imagined by designer Nicole Hollis in collaboration with a global community of artisans and makers who share our values: intentional design, expert craft, and soulful restraint.
What makes this collection different from other brands?
We believe the home is a personal gallery. Every object in the collection is a study in material, form, and proportion—crafted to last, meant to be felt, and designed to provoke. Our collection exists beyond trends, rooted in integrity and elevated through simplicity.
Where are the products made?
The collection is handmade by a trusted network of artisans and artists in the United States, Europe, Africa, Japan, and Mexico. Each maker is chosen for their mastery of technique and their alignment with our design philosophy. We will continue to add makers throughout the world.
Who are the makers behind the collection?
Our makers are artists, metalworkers, weavers, ceramicists, and visionaries. Their work reveals the hand of the human behind it—each piece a reflection of their skill, sensibility, and singular point of view. Please see the current list of makers here.
What materials are used, and are they sustainably sourced?
We prioritize natural materials—bronze, stone, wood, wool, silk, leather, among others—sourced with care and treated with reverence. We value longevity and environmental responsibility and collaborate with partners who share those commitments.
Are you accepting new artisan partners?
We are always open to discovering new voices in design. If you feel your work aligns with our ethos, we invite you to submit your portfolio for consideration via our Contact page.