Frequent questions
Other frequently asked questions:
1. I received a cancellation email, what does this mean?
A. All orders are subject to confirmation of product availability. There may be inventory or system errors and in this case we reserve the right to cancel the order and refund the product. It is important to be aware of the mail in case we require additional information, cover any pending fee, or doubts in general, otherwise when you do not receive a response, the order proceeds to be delayed or completely canceled.
2. Can I request a size or model change in my order?
A. As long as the order has not been assigned a tracking guide, any change or modification can be requested by sending an email to atencion@holicnation.com, subject to availability and waiting time.
3. How long does it take for shipments to arrive?
A. The customer is sent an email confirming that the package is on its way, however from that moment the 2 business days that are available to process and prepare the order begin to be counted. Once the order has been processed, the delivery times are as follows:
- Monterrey and the metropolitan area from 2 to 3 business days. Local parcels are used with their own tracking system.
- Rest of the Republic: Standard is from 3 to 6 business days and Express from 2 to 4 business days. The Tracking Number will be included in the shipping confirmation.
- Extended areas: Certain cities or towns are considered as extended areas by couriers, so shipping costs are higher and delivery times may be longer and Holic Nation has no control over it.
*Consult Clarifications*
4 . They are asking me for additional information via email after receiving the purchase confirmation email. What should I do?
A. It is possible that the security system detects some unusual activity in the entered cards and to avoid cloning or identity theft of Internet accounts and to avoid fraud in purchases, a copy of an Official Identification of the cardholder will also be requested by mail. electronic. In case of not providing such information, we reserve the right to cancel the order and refund the money.
We reserve the right to disable the account of any user classified as suspicious or fraudulent.
5. I entered my address wrong and the package has already been sent . Can I correct it?
A. Once the order has been picked up by the courier, any changes or clarifications go directly to them since Holic Nation enters exactly the data provided by the client and has no way to provide additional information. If the package is returned to Holic Nation, the customer must pay for the cost of reshipment.
6. Can I cancel my Order?
A. Yes you can, as long as it has not been paid or sent. For cancellations, an email should be sent as soon as possible to atencion@holicnation.com, as subject "Cancel Order No.".
7. Are exchanges and returns included in my order?
A. Yes! we have ONE return* free of charge for each order. Take into account that the return is made exclusively as store credit through an electronic coupon. For more information, please consult our Return Policy .
*Does not apply changes or returns for products on sale, free, or the Accessories collection.
8. When does my store credit expire?
A. At the moment the return coupons and gift certificates do not have any validity. Any clarification please send an email to atencion@holicnation.com
9. Can I save some shoes?
A. At the moment we do not have a section system, unless the model is part of the pre-sale section and it takes 4 to 5 weeks to be sent
10. How do you handle sizes?
A. All our products follow the MX / US structure where the MX size is in Mexican (from 2 to 8) and the US size is its American equivalent (from 5 to 11). In the same way, a table of equivalences is included as a guide and recommendations for each product.
Tip: The size in Mexican is the measurement in cm of the foot, that is, if you are a Mexican size 4 it is because your foot measures around 24 cm, which is equivalent to an American size 7.
11. Do you handle wholesale prices?
A. Yes we handle wholesale prices from 6 pairs* (subject to Terms and Conditions) for more information send Whatsapp to the number +52 81 1664 2076
*Clarifications about shipments*
- Preparation and shipping times may be delayed due to a high volume of orders or an extraordinary event such as a new collection launch, holidays, and vacations.
- In case of obtaining free shipping , the guide is sent Standard by any parcel.
- Not all models come in a Holic box , if there are two or more models it is likely that they come in a single box.
- For shipments in Monterrey and the metropolitan area, there are only two delivery attempts , in the event that no one can receive the package, it will have to be collected at the store without refund of the shipping cost.
- For shipments in the rest of the Republic, we cannot be held responsible in the event that there is no one who can receive the package. If the package is returned to Holic Nation, the customer must pay for the cost of reshipment.
- In the event that the package does not match the address and the package is returned to Holic Nation, the customer must pay for the cost of re-shipment.
- In case of bad weather , delivery times tend to be delayed.
- We are not financially responsible for lost or misdirected packages if the error was on the customer's part.
- Orders placed after 12 noon will be processed until the next business day.
- Orders placed on Saturday or Sunday will be processed until Monday or the next business day.
Any other questions send an email to: ventas@holicnation.com
Some of the most searched topics
What are the forms of payment allowed?
Credit and debit cards, Paypal, Kueski, Postponement, SPEI Transfer and Deposits in OXXO. You can also pay with your Mercado Pago account.
Check our current promotions here
To which destinations do you send and which parcel do you use?
We ship to the entire Mexican Republic, using different packages depending on the final destination.
We also ship worldwide via Fedex International Ground.
Where is the branch located?
We are located inside Black & Bone
Plaza Petite Ville - Av. José Vasconcelos 2 Ote, SPGG, NL, Mexico
Hours of operation:
- Mon - Fri: 11am - 7pm
- Sat: 11am - 3pm
- sun: closed
How long does it take for the shipment to reach me?
The order takes up to 2 business days to be processed and prepared in the warehouse. Later, once collected by the parcel, delivery times vary between 3 to 7 business days.
We also have express deliveries that take 1-3 business days.
What currency are the prices in?
All our prices are in Mexican Pesos (MXN).
If your purchase is in another currency, the price shown is an estimate in your local currency. Payment is made in Mexican Pesos (MXN) at the exchange rate of the day.
Do you have exchanges and returns?
YEAH! Your order has 1 free change or return, as long as you have not used a discount.
Sale products are final sale, and changes or returns are not accepted. Consult our Return Policies.
International orders are final sale.
How do you handle sizes?
All our products follow the MX / US structure where the MX size is in Mexican (from 2 to 8) and the US size is its equivalent in American (from 5 to 11). In the same way, a table of equivalences is included as a guide and recommendations for each product. SEE SIZE GUIDE.
Tip: The size in Mexican is the measurement in cm of the foot, that is, if you are a Mexican size 4 it is because your foot measures around 24 cm, which is equivalent to an American size 7.
Other frequently asked questions:
1. I received a cancellation email, what does this mean?
A. All orders are subject to confirmation of product availability. There may be inventory or system errors and in this case we reserve the right to cancel the order and refund the product. It is important to be aware of the mail in case we require additional information, cover any pending fee, or doubts in general, otherwise when we do not receive a response, the order proceeds to be delayed or canceled completely.
2. Can I request a size or model change in my order that I just placed?
A. As long as the order has not been assigned a tracking guide, any change or modification can be requested by sending an email to atencion@holicnation.com, subject to availability and waiting time.
3. How long does it take for shipments to arrive?
A. The customer is sent an email confirming that the package is on its way, however from that moment the 2 business days that are available to process and prepare the order begin to be counted. Once the order has been processed, the delivery times are as follows:
- Monterrey and the metropolitan area from 2 to 3 business days. Local parcels are used with their own tracking system.
- Rest of the Republic: Standard is from 3 to 6 business days and Express from 2 to 4 business days. The Tracking Number will be included in the shipping confirmation.
- Extended areas: Certain cities or towns are considered as extended areas by couriers, so shipping costs are higher and delivery times may be longer and Holic Nation has no control over it.
*Consult Clarifications*
4 . They are asking me for additional information via email after receiving the purchase confirmation email. What should I do?
A. It is possible that the security system detects some unusual activity in the entered cards and to avoid cloning or identity theft of Internet accounts and to avoid fraud in purchases, a copy of an Official Identification of the cardholder will also be requested via mail. electronic. In case of not providing such information, we reserve the right to cancel the order and refund the money.
We reserve the right to disable the account of any user classified as suspicious or fraudulent.
5. I entered my address wrong and the package has already been sent. Can I correct it?
A. Once the order has been picked up by the courier, any changes or clarifications go directly to them since Holic Nation enters exactly the data provided by the client and has no way to provide additional information. If the package is returned to Holic Nation, the customer must pay for the cost of reshipment.
6. Can I cancel my Order?
A. Yes you can, as long as it has not been paid or sent. For cancellations, an email should be sent as soon as possible to atencion@holicnation.com, as subject "Cancel Order No.".
7. Are exchanges and returns included in my order?
A. Yes! we have ONE return* free of charge for each order. Take into account that the return is made exclusively as store credit through an electronic coupon. For more information, please consult our Return Policy .
*Does not apply changes or returns for products on sale, free, or the Accessories collection.
8. When does my store credit expire?
A. At the moment the return coupons and gift certificates do not have any validity. Any clarification please send an email to atencion@holicnation.com
9. Can I save some shoes?
A. At the moment we do not have a section system, unless the model is part of the pre-sale section and it takes 4 to 5 weeks to be sent
*Clarifications about shipments*
- Preparation and shipping times may be delayed due to a high volume of orders or an extraordinary event such as a new collection launch, holidays, and vacations.
- In case of obtaining free shipping, the guide is sent Standard by any parcel.
- Not all models come in a Holic box , if there are two or more models it is likely that they come in a single box.
- For shipments in Monterrey and the metropolitan area, there are only two delivery attempts , in the event that no one can receive the package, it will have to be collected at the store without refund of the shipping cost.
- For shipments in the rest of the Republic , we cannot be held responsible in the event that there is no one who can receive the package. If the package is returned to Holic Nation, the customer must pay for the cost of reshipment.
- In the event that the package does not match the address and the package is returned to Holic Nation, the customer must pay for the cost of re-shipment.
- In case of bad weather, delivery times tend to be delayed.
- We are not financially responsible for lost or misdirected packages if the error was on the customer's part.
- Orders placed after 12 noon will be processed until the next business day.
- Orders placed on Saturday or Sunday will be processed until Monday or the next business day.
