Frequently Asked Questions


Q: If I order shoes, apparel and accessories will they all ship together?

A: Shoes are shipped separately from apparel and accessory items as they require special handling. We offer free standard shipping on all orders. If you select expedited shipping, you will not be charged additional shipping fees on these items.

Q: What can cause my order to be delayed?

A: There are several reasons why an order might be delayed. Typically, delays result from order-related data discrepancies. For instance, if the billing information you provide does not match what your bank has on file (including address and telephone number), your order may be delayed. Your order may also be delayed if the billing and shipping address are not the same.

Q: How long does it take to process and ship my order?

A: The time it takes for you to receive your order will depend on your location, the item(s) ordered, and the shipping speed you selected. All shipments take place in two stages: processing and transit.

Processing and packing times are estimated 24-48 hours. This excludes orders placed on the weekend.


  • Standard delivery service 2-6 business days
  • Express delivery service 3-4 business days
  • Overnight delivery service 1-3 business days

Time frames are dependent on order date and your location.



Q: If my shoes do not fit can I exchange them for a different size?

A: If for any reason, you are not satisfied with the products you received from us, you can return them to us; and, we will credit your order. hokashoes.co.uk does offer exchanges. You can go to return the item(s) and pick the option to "Submit Return/Exchange." Below are the instructions for returning by mail.

  • Merchandise must be returned in its original unworn condition and received WITHIN 30 DAYS OF ORIGINAL PURCHASE (invoice date). Orders returned beyond this time period will not be accepted. hokashoes.co.uk reserves the right to refuse worn or damaged merchandise.
  • Pack the merchandise in its original packaging or appropriate carton. Enclose the completed packing slip available for print on hokashoes.co.uk.
  • Complete the enclosed return form. Please keep your shipping receipt number for reference and tracking.
  • A credit for the value of the returned merchandise will appear on the original credit card used to purchase the item(s). Please note: A return shipping charge of $5.00 will be deducted from your refund. Please allow 1-2 billing cycles for the credit to appear on your statement. For more information, please contact your credit card company.

If you have questions about our return shipping labels, please contact Customer Service at 1-800-282-6575.


Q: How long does it take for me to get a refund?

A: It may take 7-10 business days for your return to reach our return center. Once it is received and inspected your refund will be processed and automatically applied to your original method of payment. Please note that depending on our credit card company, it make take additional time to post to your account.

Laces and replacement insoles:

Q: Do you offer replacement insoles?

A: At this time, we do not offer replacement insoles. However, we do have some complimentary replacements available. Please contact customer service for assistance.

Q: Do you offer replacement shoe laces?

A: At this time, we do not offer replacement shoe laces. However, we do have some complimentary replacement laces available. Please contact customer service for assistance.


Q: What methods of payment does hokashoes.co.uk accept?

A: We currently accept the following forms of payment:

  • American Express
  • MasterCard
  • Discover Card
  • PayPal
  • hokashoes.co.uk Gift Cards and hokashoes.co.uk Ecards
  • Pre-paid gift cards: Visa, MasterCard, American Express


Q: Do you accept international credit cards?

A: hokashoes.co.uk all international credit cards and paypal.

Q: My order was not processed and there is a charge on my account. When will the charge be removed?

A: If you used a credit card or debit card, the charge you see is actually a pre-authorization hold. This is a temporary electronic authorization. The card will not be charged unless the order ships. If you did not complete the order, the hold will drop off your account according to your credit card or bank policy. This generally happens within 2 - 10 business days. For more information, contact your credit card company or bank to find out when the hold will be released.

If you used PayPal, the charge you see is actually a pre-transaction notification. This notification will drop off your PayPal account within 30 days. Contact PayPal directly to find out exactly when the pending notification will drop off.

Cancel Request and order changes:

Q: If I change my mind can I cancel or change my order?

A: Our goal is to expedite your order as quickly as possible; therefore, once your order is placed it cannot be cancelled or changed. You may always return the item once you receive it.

How do I print a return label?

Go to our Returns Page, and fill in your Order Number, last name or email address, and your zip code and click "submit".

You will be taken to a new page with your order details. Scroll down to where it shows the product you want to return. Where it says "I would like to", click the tab to change it to say "Return this item". A new tab will then appear for you to choose why you would like to return your item.

Once you have chosen your reason, click the button below that says "Submit Return/Exchange". Please note, you may need to wait up to 45 seconds for it to process.

You will then be taken to a new page where you can download your return form. Download the form, and you can then print it using a printer at home, or at a local printing services establishment. Please include the summary sheet in the return package and adhere the shipping label to the outside package. BOTH documents must be included in the return to be processed.


When will I receive a refund?

Returns will be refunded to the original card used to purchase the item(s). Please note: A return shipping charge of $5.00 will be deducted from your refund. Please allow two weeks for your return to be processed. You will receive an email to confirm a successful return. A credit should appear on your credit card, or original method of payment, within two billing cycles.


How do I return a defective item?

We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.

Definition of a defective product:

  • A Defective Product is an imperfection in a product that has a manufacturing or design defect

Examples of what is not considered defective:

  • Worn stitching, worn soles or frayed webbing due to normal wear
  • Damage that is a result from misuse, normal wear and tear or damage occurred during storage
  • Broken or damaged laces, lace retention devices and worn soles
  • Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman samples
  • Improper fit. Fit is the responsibility of the owner and should be assured within return window
  • Comfort issues