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FAQ's

Frequently Asked Questions

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WE ARE HERE TO HELP

If you don't find what you are looking for or require additional information please feel free to email us at info@hoqswallets.com and we will be happy to assist you.

  • What is your online refund/ returns policy?
    If you are not entirely satisfied we offer a return within 40 days of delivery. Items must be undamaged, unworn and in the original packaging, please include in your email your online order number provided in the packing slip. For all returns the buyer is responsible for any charges incurred. Once the item is returned to us we will assess the condition of the goods and action the refund accordingly.
  • Where do you ship to?
    We can proudly say we are able to ship worldwide to over 50+ countries including: UK, United States, Canada, Australia, New Zealand and Japan. We are able to deliver to most countries in Europe, Asia, Middle East, North America & South America. So irrespective of where you are located you are most likely to be able to get your hands on one of our wallets. Check out the full shipping details here
  • What currencies do you accept?
    We accept payments in GBP, EUR, USD, AUD, CAD, JPY. Use the currency change at the footer of the page to to choose the currency you would like to make a payment in, before you order your items.
  • Are payments on your website safe and secure?
    We strive to do everything within our means to ensure all customers have a safe and secure shopping experience at Hoqs. Our checkout pages uses SSL certificate to ensure your data and information is safe and secure. rest be assured you will have a safe shopping experience with us.
  • Do i need to create an account to place an order?
    We do not require you to create an account to shop with us at Hoqs. But, if you want to make it easier for the next time you decide to shop with us we would recommend creating an account to make it easier.
  • Can i track my order?
    Your dispatch email will include the tracking number depending on the shipping option you opted for at the checkout. Free delivery: This is a non-tracked service. We use Royal Mail for this service so the reliability is extremely high but the delivery is an untracked service. Tracked delivery: We do offer a tracked service which you can choose at the checkout should you wish to do so. We often use Royal Mail for this service but may choose other carriers depending on circumstance. The tracking number can be found in the dispatch email confirmation. Please note, this service provide an estimated date for delivery and is not a guarantee.
  • How long will my take to arrive?
    UK --- We use a number of trusted courier service for orders shipped within the UK, please allow 3-6 business days for the order to arrive if using the free delivery option. If you chose expedited shipping at shipping it can be expected to arrive between 1-3 days. EU --- We use a number of trusted courier services to deliver our goods across Mainland Europe, please allow 3-6 business days for the order to arrive. US & International --- We use a number of trusted courier services to deliver our goods across North America and Internationally, please allow 5-8 business days for your order to arrive
  • How long for the order to be processed?
    Orders placed on the weekend will be dispatched on a Monday. Orders placed after 12 pm will only be processed the following day. You will receive an email once your order has been dispatched. *For all orders please allow 1-2 days for the order to be fulfilled from our warehouse.
  • What is the policy if the wallets appear damaged or defective?
    We have a strict quality control policy in place to ensure all wallets are in perfect condition before being dispatched but in the unfortunate event the wallet you received appears to be damaged or defective, please email info@hoqswallets.com with your order number and a photo of the wallet. We will take care of you and seek to provide an appropriate solution. Please note the items must be unworn, unwashed, in the original packaging with an order number and the usual 30 days applies.
  • How long to expect for a refund?
    Please allow 7 working days for your refund to be processed. Once we have received and accepted your item(s) your refund will be processed
  • I bought my Hoqs Wallet from a stockist, can i return through the website?
    Please contact the stockist directly, Hoqs Wallets cannot return, exchange or refund you for wallets purchased from one of our stockists, you will need your receipt and adhere to the store's policy.
  • Can I cancel my order?
    We fully appreciate circumstances may change in which you may need to cancel your order. Please get in touch as soon as possible and we will do our best to accommodate the cancellation request. Unfortunately, once an order has reached a certain point in the dispatch process, it can no longer be cancelled.
  • What is your GDPR and privacy policy?
    At Hoqs we take data protection very seriously and are committed to ensure your privacy and data is respected at all times. You can check out our privacy policy which explains how we process the data.
  • Are Your Wallets RFID blocking?
    All our wallets possess rfid blocking technology to ensure your data remains safe. Tested to block 13.56 MHZ frequency. Please note, only certain areas of the wallet possess rfid blocking technology. We use special foil type materials within our wallets to block RFID signals and to keep your information safe. The parts of the wallet which possess this on both sides will block RFID signals. To locate these areas simply inspect your wallet, feel and locate the parts that possess this foil type materials. *Other parts of the wallet may be absent of rfid protection.