FAQs

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Orders & Delivery

1. Do you ship everywhere?

We support international shipping. Shipping policy, return policy and tax charges may vary by countries. If you need help checking about shipping eligibility in your country, you can contact us at hello@hololoka.com. We’re here to help you. 

2. How do I track my order?

You will receive an order confirmation email with your order details once you complete your order. Once your order is dispatched, you will receive an email notifying you of the tracking information. You can also check your  order status in your account. Please note it can take 24-48 hours for tracking information to become available after purchase. 

3. How long does delivery take?

For US and Canada orders, it usually takes 5-8 business days for economy delivery and 2-5 business days for express delivery.

For international orders, it usually takes 7-21 business days for economy delivery and 6-10 business days for express delivery. We appreciate your patience with us!

Timeframes for standard and express delivery options are in business days (Mon-Fri). Delivery time may vary during busy periods and weather situations. Check here for shipping policy.

4. Does HOLOLOKA offer free US shipping?

For US orders, we offer free economy shipping for over $100. For orders less than $100, the economy shipping fee is $9.99 USD. You can estimate the shipping fee in the shopping cart by entering the state and zip code. You will receive your package within 5-8 business days. We also offer express shipping for $19.99 USD with 2-5 business delivery days.

For Canada shipping, the shipping fee is $19.99 USD for 5-8 business days and $29.99 USD for 2-5 business days. We currently do not offer free shipping for Canada orders.

For international shipping, the shipping fee is $49.99 USD for a 7-21 business days delivery time frame. Express shipping is available at $89.99 USD for a 6-10 business days delivery. We currently do not offer free shipping for international orders.

 

Problem With Order

1. Can I return for store credit?

Currently we do not support store credit. Your refund will go back to your original payment method.

2. What is your return policy?

For the return policy please check here.

3. How do I return my package? (US order)

If you are not satisfied with your item, we offer a free return within the US! You may return or exchange new, unworn, unwashed, and unaltered merchandise with all internal garment tags intact, accompanied by the original receipt, within 14 days from the date you received your package. Your original shipping costs will not be covered and a 30% restocking fee will be applied on all returned products that have no issues for warehouse maintenance.

Please contact us at hello@hololoka.com to initiate the returning/ process. Include order number, item name or item number of the item(s) you intend for return/exchange, our customer team will process your request within 3-5 business days and provide you with a shipping label if the request is approved. When you ship the item(s) back to us, please ship them in the original package with the attached tags and fill out the return form.  

The original shipping charge, as well as the 30% restocking fee will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the items are received and inspected in our warehouse within 10 business days.

4. Can I exchange items? (US orders)

We offer one-time exchange only for US orders for a different size, color or a different design for online orders within the 14 days from the date you received your package. 

Please note that fees may apply based on the price of the replacement item. Exchanged orders can only be returned for a refund if the returning criteria is met.

To initiate the exchange process, please contact us at hello@hololoka.com. We will send you exchange instructions to get you the perfect item. 

5. Can I return international orders?

Yes! You can return your item(s) within 14 days from the date of receiving. You will be responsible for the shipping cost, a 30% restocking fee on the original purchasing price for warehouse maintenance, and international taxes if any. 

To initiate the international returning process, please contact us at hello@hololoka.com. We will send you returning instructions.

6. Can I exchange international orders?

Unfortunately we currently do not support international exchange. However, you may return any new, unworn, unwashed, and unaltered merchandise with all internal garment tags intact, accompanied by the original receipt, within 14 days from the date you received your package. Please refer to the international return FAQ.

7. I found a defect on my product. Can I return it?

Absolutely! We apologize if you received defective products. In case of defects or damages, you may report them to our customer support at hello@hololoka.com within 7 days of receiving your package. Please include order information, a description of the fault, and upload an image or proof. If not reported within this timeframe, the return may not be accepted, or additional fees could be applied.

8. I have a missing item in my order/I received incorrect quantities (/size/color) of the products, what should I do?

We apologize for your experience. Please contact us within 24 hours of receiving your package, including order information and a description of the issue, our customer service team will help you take care of it. 

9. Can I return “Final Sale” items?

Unfortunately no, all final sale items are eligible for exchange only. 

10. I made a mistake on my order. Can I make a change?

You cannot modify the order information (e.g. new size/color) once the order is placed. But you can always return the products within 14 days of delivery. If you request a change on delivery information (e.g. address, name) within 24 hours, we may be able to change that. However, our packing team processes and packs orders usually within 48 hours to ensure your new favorite items arrive in time, so if your order has been processed, we cannot change details. But we will do our best to help you, so email us at hello@hololoka.com

11. I changed my mind. Can I cancel my order?

We are sorry to hear you changed your mind! You may request order cancellation within 24 hours to hello@hololoka.com. We do not guarantee the successful cancellation as our packing team processes and packs orders usually within 48 hours to ensure your new favorite items arrive in time. But we will do our best to meet your request. If your order is canceled, you will receive an order cancellation email from us, and your payment will go back to the original payment method. 

12. Why has my order been canceled?

We are sorry if your purchase has been canceled. You will receive a cancellation email from us explaining the reason for us. Cancellation normally could be due to two reasons: 1) the item(s) purchased is unexpectedly out of stock and we are unable to fulfill your purchase,2) there is an issue with your payment and we are not able to complete your transaction.

 

Product Info

1. Do you have a physical store I can visit?

Unfortunately we are currently an online store. We appreciate you being a loyal customer with us! However, you can sign up an account with us using your email to stay informed for special discounts or sale events. 

2. How should I choose my size?

You can find the size chart in each product detail page. We provide international size references, model measurements and self-service size recommendations to help you find your ideal size. If you need any help with finding the perfect size, do not hesitate to contact us at hello@hololoka.com.

3. The item I want is out of stock. What are my options?

We are delighted that you enjoy our products. Our instock team is dedicated to re-stocking popular items within a few weeks. You can subscribe to our email list to get the latest product information, or send your request to us through hello@hololoka.com sharing the item you want to purchase. We will notify you once it is back in stock.

 

Payment

1. What payment options do I have?

We support a variety of payment options, including debit card, credit card, PayPal, ShopPay.

2. What do I do if I have been refunded incorrectly?

We are sorry to hear that! Your original shipping costs and a 30% restocking fee are deducted from your original purchasing price. If you ship items back in several parcels for the same order, they will most likely be refunded at different times. Please allow 48 hours for them all to come through.

If you still believe the refund is incorrect, please contact us at hello@hololoka.com. Our customer service team is more than happy to help you with your refund query.

3. When will my refund be processed?

We will notify you via email once your return has been received and your refund is completed. We work hard to ensure all returns are processed within 5 business days of arriving back to our warehouse (excluding weekends and holidays). The actual time frame of receiving a refund may vary by banks (average 10 business days total).

4. Why has my card declined?

We are extremely sorry if you have experienced some trouble with your payment. This usually happens if there is something wrong with the information provided at checkout. For example, you may have provided an incorrect billing name/address, incorrect payment info that does not match to the card, you have tried to place a high volume of purchases in a short period of time, insufficient funds on the card.

Free returns

Returns within 14 days receive a full refund.

Worldwide shipping

Ship anywhere, rates available at checkout.

24/7 support

Contact us anytime via hello@hololoka.com

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