FAQ

 

ORDER

CAN I CHANGE MY ORDER ONCE IT IS PLACED?

We sadly ship our orders very quickly, it is therefore not possible to change the order once it is placed. You can still try contacting us on our email info@hoakaswimwear.com telling us what you would like to modify but since we ship our orders very quickly and we receive a lot of emails daily it is unlikely that we will see your email before your order is sent. Don’t worry though, you can send it back to us for an exchange when you’ll receive it.

WHAT IS THE DESCRIPTION OF THE ORDER STATUS?

Awaiting Fulfilment : We have received your order but haven’t start to prepare it yet
Awaiting Shipment : We are preparing your order
Awaiting Pickup By Post Office : Your order is packed and waiting for the delivery courier to come and pick it up at our warehouse.
Shipped : Your order has been shipped from our warehouse located at Blainville, Canada the time it takes to reach you depends of the shipping method you have selected (you can see the details in your invoice).
Awaiting Exchange Reception : We have received your Exchange request and we are now waiting to receive back the swimsuit that did not fit. When we will receive your exchange at our warehouse your order status will change to Awaiting Shipment.
Refunded : We have refunded you the full/partial amount of the order
Ready to Pickup in Person :Your order is ready to be picked up from our warehouse. This is applicable only if you chose the shipping method "Pickup in Person" (Canada only).
Completed :You have picked up the order from our warehouse. This is applicable only if you chose the shipping method "Pickup in Person" (Canada only).

I FORGOT TO USE MY PROMO CODE

Unfortunately, our system does not allow us to apply a promo code after an order was placed.

SHIPPING

DO YOU SHIP INTERNATIONALLY?

Yes, we deliver all around the world.

HOW MUCH DOES THE SHIPPING COST? AND HOW LONG IT TAKES TO DELIVER?

The cost of shipping depends on the country where you are from and whether you selected the standard or express shipping. The price will show at checkout, before paying for your order. The standard shipping for Canada and the United States is free of charge.

It can take up to 5 business days for an order to be processed at our warehouse. Once it is out for delivery, the number of days depends on your country and whether you selected Standard or Express Shipping.

  • STANDARD
    SHIPPING
  • EXPRESS
    SHIPPING

 

ARE THE CUSTOM DUTIES INCLUDED IN THE SHIPPING PRICE?

Our prices do not include duties and taxes which are determined by customs agency and need to be paid when receiving the product. If you select the regular shipping mode, they, in most cases, will not charge you any duties and taxes while people selecting the express shipping mode may have duties and taxes to pay. We do not control the duties and taxes charge you can contact your local custom agency to know more about the fees. If a package is refused by the receiver, we will refund the value of the swimsuit when we get it back but will not refund the value of the initial shipping fee.

WHAT IS THE PICK-UP OPTION

The pick up option allows you to come directly to the Hoaka Swimwear warehouse to pick up your order. This option was created to accommodate people leaving for holiday who needs their Hoaka Swimwear faster. However, our team has a lot of work to do and it is not accommodating for them. So please, only select this option if you really need it urgently. You can come from 9AM to 4 PM between Monday and Friday. Bring with you your order confirmation which you received by email (you can show it directly on your phone). It is impossible to buy directly at our warehouse you need to buy it from our website. We are located at



735 Boul Industriel, Suit 106,
Blainville, Quebec,
Canada J7C 3V3.
 
Any order made after 9 AM will be ready the next business day.

RESTOCK

WHEN IS YOUR NEXT RESTOCK?

We do a restock every 1-2 weeks. All our restock are announced on our Instagram page, follow us to know when there is a restock!

EXCHANGES

CAN I EXCHANGE MY SWIMSUIT IF IT DOES NOT FIT?

Yes, you have 30 days after reception to exchange your swimsuit. The swimsuit should not have been worn or washed. It should be in its original state. You can change both the size and the model if you wish. To exchange, please follow the instructions on our website.

CAN I CHANGE THE MODEL?

Yes, you can change both the size and the model if you wish. To exchange, please follow the instructions on our website.

HOW CAN I EXCHANGE MY SWIMSUIT?

To exchange, please follow the instructions on our website.

DO I NEED TO PAY ANYTHING TO GET AN EXCHANGE?

The shipping to send it back to us is on you, but we will pay to send it back to you with the regular shipping. If you wish to have it faster, you can pay an additional fee so that we send it using the Express exchange. Follow the instruction on our website to know how to exchange.

HOW CAN I KNOW WHERE MY EXCHANGE IS?

We highly suggest that you take a tracking number to be able to know when we receive your exchange at our office. When we receive your order at our warehouse, if you have followed the instructions and filled the online form, you will receive an update on the exchange order you have made telling you that we have received your exchange. You will also get an update when your exchange is picked up by the Post Office. Please note that it can take up to 5 business days after reception for us to process your exchange. If you did not fill the online form and instead wrote what you want on a paper, we will still process your exchange but we sadly will not have any way to know where it is at. If you have any doubt concerning your exchange, you can contact us at info@hoakaswimwear.com.

DO YOU REFUND OR COVER THE COST TO SEND IT BACK TO THE HOAKA WAREHOUSE?

No, the shipping to send it back to us is on you, it is not covered nor reimbursed by us. But we will pay to send it back to you with the regular shipping.

PROBLEM WITH AN ORDER

I RECEIVED A DEFECTIVE PRODUCT

Please send us an email at info@hoakaswimwear.com telling us the problem and we also strongly encourage you to upload a picture of the defect to help us understand. Once submitted we will review what can be done..

I HAVE RECEIVED THE WRONG PRODUCT

We are really sorry for the mistake. We will make sure to get you the right swimsuit as quickly as possible. Please contact us at info@hoakaswimwear.com and provide us with your order number and a picture of the swimsuit you have received and we will try to correct our mistake as quickly as possible.

REFUND

IS IT POSSIBLE TO GET A REFUND?

It is possible to get a refund you have 30 days from the date when you received the swimsuit to send back your swimsuit for a refund. You can read our return policy and how to go about getting a refund in our Terms and Conditions.

HOW CAN I KNOW IF YOU RECEIVED MY ORDER AND PROCESSED THE REFUND?

We highly suggest that you take a tracking number to be able to know when we receive your refund request at our office. You will receive a receipt by email when we completed the refund. It can take between 5 and 10 business days before appearing in your bank account.

WILL YOU REFUND THE FULL VALUE OF MY ORDER?

We refund the full value of the swimsuit but we do not refund the initial shipping fee. Please note that for Canada and the United States, if you have selected the standard shipping we will remove 5 USD for Canada and 10 USD for the United States from the amount you paid when refunding. This amount includes the shipping we paid to send it to you as well as handling and administrative fee. When making a refund, we take the value of your total order and deduce the value of the shipping amount from it. We will refund the credit card/paypal account which you used when making the initial purchase

CAN YOU REFUND A DIFFERENT CREDIT CARD OR PAYPAL ACCOUNT?

No, we can only refund on the credit card or Paypal account used when making the initial order. If it is not available at the time of the purchase, we can send you store credit which you can use on purchasing another swimsuit.

AMBASSADOR

HOW CAN I BECOME AN AMBASSADOR?

To become an ambassador, you need one of the following criteria

1. Take beautiful photos

OR

2. Have minimum 10K followers

If you have one of the above criteria, please send us a DM to our Instagram Page @hoaka_ambassadors

IS THERE ANY AGE REQUIREMENT TO BECOME AN AMBASSADOR?

No, there is no age requirement to become an ambassador.

WHAT DOES BEING AN AMBASSADOR INVOLVE?

An ambassador is someone who loves Hoaka Swimwear and who believe, like us, that all body types are perfect. Being an ambassador involve helping us promote Hoaka Swimwear on social media.

QUESTIONS ABOUT ELISABETH

WHAT SIZE DOES ELISABETH WEAR?

Elisabeth wears X-Small for both the tops and bottoms.