Frequently Asked Questions (FAQ)

Payments

What cards can I use to place an order?

We accept all major credit and debit cards.

Do you accept PayPal?

Yes, we accept payment via PayPal. Email us at [email protected]

Is my payment information safe?

Payment information is processed securely by accredited third parties. No payment information is transferred to or held by Hop Hop Shop. All transactions take place via connections secured with the latest industry standard security protocols.

Why has my payment failed?

Your order will only be confirmed if the payment has been successfully processed. If you have entered incorrect card details, or your card is run out of funds please try again or change card and double check the information you are inputting. Please contact us if you would like assistance in placing your order.

Delivery

I have not received my order, what should I do?

You can check your tracking information in the email we have sent to you confirming your order has been shipped. If you cannot find your tracking details please email us on [email protected]shop.com where our team will be happy to help.

My tracking shows as delivered, but I have not received my order?

If the tracking is showing as delivered but you have not received your order please in the first instance check with your neighbour or famile members you live with or coworkers if you gave us your wok address. If you have still not received your order we will need to contact the courier on your behalf. Please email us on [email protected] with your name, order number (if you have this) and address and we can then look into this for you.

My item has been returned to you as 'undelivered'

Our couriers attempt to deliver twice before returning items back to us as undelivered. If your order has been returned to us, you need to contact us on [email protected].

Which countries do you deliver to?

To whole world.

Returns

How long do I have to return an item?

You can return your item within 14 days provided the product is in its original, unused condition.

How do I return an item?

Please follow the instructions displayed on our Returns policy page.

Can I send my item back for an exchange?

Unfortunately we are unable to offer exchanges. If you want an alternative item, we recommend returning your unwanted shoes to us and placing a new order.

How long does it take to process my return?

Please allow 8 working days from receipt of your return for it to be processed.

With what documents I have to return my item?

If you do not have a returns form, you can include a note with your return. This must have your full name, address, email address, order number and reason for return. If you do not include a cover note we will be unable to process your return until you contact us via email.

I have received a faulty item

We are very sorry to hear about this, we double check all items prior to shipment and have a strong quality control measures. Please can you send an email to our help team with your name, address, order number and few pictures of your item and our team will be happy to assist you further. Our email is [email protected]

I have received the wrong product

We are very sorry to hear about this, we double check all items prior to shipment and have a strong quality control measures. Check please if you ordered I right model you planned to. Please can you send an email to our help team with your name, address, order number and few pictures of your item and our team will be happy to assist you further. Our email is [email protected].

Technical issues

I can't sign into my account?

If you are unable to access your account please check that you are using the correct email address and password to sign into your account. You can use the Forgotten password link to reset your password. If this does not help, please email us on [email protected].

I have not received a confirmation email

If you have not received a confirmation email, please check your spam/junk folder and add us to your safe senders list. If you still cannot find the email then email us on [email protected] and we will resend this email to you.

My payment has been declined, why?

When entering your card details, please ensure that you enter the correct details including the Billing address. If your card is still being declined it indicates your bank is rejecting the payment and if you contact them they will be able to lift any block on the transaction and allow you to process the payment and complete your order. If you need further assistance, please email us on [email protected] including your name, email address and type of card that you are using to place the order and we will help to get this resolved for you.