FAQS

1. How do I make a purchase ?

• Use the clothing, vintage, accessories, sale links. You can also shop directly from the HF features.
• Once you have found an item, choose your size, color, quantity, and click on the " ADD TO BAG' button on the product page.
• You can use the Quickview function to fasten your shopping process without being directed to the product detail page.
• Review the items in your shopping bag by clicking the " MY BAG" link at the top right of the page.
• Click on 'Proceed to Purchase' to complete your order.

2. Do I need to set up an account to place an order ?

All HOKK fabrica shoppers must register an account with us to make purchases. To register, enter your name, email address, and password. Your email address will function as your username each time you log in. Passwords are case sensitive and must include a number or punctuation character.
The first time you make a purchase, you will be prompted to enter your shipping and billing addresses. This information will be stored on our secure server, making all subsequent checkouts fast and easy.
Please note: If you are signed up to receive HOKK fabrica newsletter but have not set a password, you are not registered with us.

3. Is my personal information kept private ?

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our Privacy Policy in full.

4. What should I do if I have forgotten my password ?

If that happens, you will have to follow the " Forgotten my password" instruction on the login page. After your identity is confirmed, we will assign you a new password via a secured, encrypted connection.

5. What payment methods does HOKK fabrica accept and is it safe to use my credit card online ?

We accept Visa, MasterCrad, Paypal, Alipay and China UnionPay.
All payments are processed through a secure checkout system provided by AsiaPay Limited.First-time orders must also be sent to the cardholder's billing address or work address. All credit or debit cardholders are subject to validation checks and authorization by the card issuer, we hope you understand that this is a valuable precaution designed to protect your personal information. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.

6. What currency am I paying ?

All prices listed on our site are in Hong Kong Dollars (HKD), and charged in Hong Kong Dollars (HKD), other currencies are for reference only. To change the currency, select the currency from the drop down list at the top right hand side of the screen. The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company.

7.Which countries does HOKK fabrica ship to ?

HOKK fabrica ships to 60 countries worldwide, please our Shipping Option in full.

8.Has my ordered item(s) been shipped out yet ?

Once your ordered item(s) is dispatched, we will send you a shipping confirmation email. Please note that shipping time may vary due to the availability of merchandise. You can always track your order status by login in your personal account on HOKK fabrica. For information on delivery and shipping charges to your destination, view our Shipping options.

9.Is my package insured and do I need to sign for my order ?

All your purchases are insured against theft and accidental damage whilst in transit from HOKK fabrica to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorize for packages to be delivered without a signature.

10. How much duties and taxes will I have to pay ?

Please note that the recipient of any products shipped outside Hong Kong may have to pay import duty or other taxes, fees and charges applied by customs or other authorities in the country of receipt. If you are unsure about whether these charges might apply your order, you should contact your local tax or customs authorities.

11. Does HOKK fabrica ship to multiple address ?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

12. Can I make changes on order once it has been placed ?

Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.However, we are unable to combine orders or add pieces to an existing order once it has been placed.If you need to make any amendments, please call customer care on +852 25108165 (HK) for assistance or email us at [email protected](please include your order number under the email subject)
However, you should be aware that once our warehouse has processed the order, we are unable to make any changes.

13. Can I change my shipping address after my order has been dispatched ?

Once your order has been dispatched, we are unable to redirect your delivery to another address. To avoid any delays receiving your order, we suggest that you provide a suitable shipping address when you place an order.

14.How can I track my order ?

Once your order has been dispatched, you will receive an email containing your air waybill number to track your package.
If you have registered, you can also follow the progress of your delivery by signing into your account and selecting My Account followed by Order Status.

15. How do I return or exchange an item ?

Making a return is easy. Simply login in to your HOKK fabrica personal account and fill in the Return Form to request a Returns Merchandise Authorization (RMA) number. Select the item(s) you wish to return from your order(s). Once submitted, our Hf service team will get in touch with you within 24 hours.

16. Will I be refunded the full value of my order ?

Your refund will either be issued to the original credit card used to place the order, or as HOKK fabrica store credit. Original shipping and handling fees are not refundable, unless your items are faulty.All customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.Please note that a refund usually needs 7 to 10 working days to process and may take up to 2 billing cycles to appear on your monthly bank statement.

17. Does HOKK fabrica have seasonal sales ?

HOKK fabrica offers seasonal sales twice a year. Register for email updates to be notified when our sale starts, and when we offer further reductions.

18. How do I buy a E-Gift Card ?

To purchase multiple printed gift cards and have them shipped to different addresses, you will need to repeat the purchasing process and pay the shipping charges for each address the printed gift card is sent to. For further assistance placing an order for a HOKK fabrica gift card please contact the Hf Service team by emailing [email protected] or call + 852 25108165 Monday – Friday 9am-6pm

19. Can I return item(s) that were purchased on sale ?

All on-sale items are non-returnable. Please refer to our Returns and Refunds section for more information.

20.Why is my order cancelled ?

There are times the item(s) you ordered is suddenly out of stock and no longer available. We will contact you within 48 hours(excluding weekends and public holidays) if the item(s) has been out of stock and your order may have to be canceled.
If there are other item(s) in your order, we will ship the item(s)to you and the unavailable items will be removed automatically from the order.

21. Have you received my returned goods ?

Once we receive the returned item(s), we will send you a confirmation letter. If you are not notified 14 days after you have posted the package, please Contact Us.