Frequently asked questions

Last updated: 14 May 2026.

Where do Hollywool orders ship from?

Orders are shipped from our warehouse in Germany. Checkout shows the available delivery options for the address entered before the order is placed.

Which payment methods are available?

The storefront checkout currently offers Stripe Pay online and PayPal. Card availability, including Visa and Mastercard, is handled by the payment provider and shown during checkout.

Are prices shown with VAT?

Product prices are shown in euros and include VAT unless the storefront or checkout states otherwise. Shipping costs are shown before checkout is completed.

Can I return an order?

EU consumers generally have a 14-day right of withdrawal for online purchases. See the Returns page for the return process, condition guidance and refund timing.

Where do product facts come from?

Product facts such as brand, composition, meterage, needle or hook size, gauge where available, stock and GPSR safety information come from the supplier data, manufacturer data and Shopware product records.

What should I do if a parcel arrives damaged?

Contact us as soon as possible with the order number and photos of the parcel, packaging and damaged item so we can investigate the issue.