How can I create an account?
From the account section at the top right, you can create an account by clicking on login or account.
Where can I change my data?
To change your data, access your account, there you can change your personal data, billing, etc.
I can not log in.
If you have problems logging in, you can reset your password by clicking on "Forgot your password" in the login section, enter your email. You will receive an email with simple instructions. If you still cannot access or do not remember your user email, write us an email to firstname.lastname@example.org
I do not remember my password
You can retrieve your password in the login section. Click on "Have you forgotten your password?" and enter your email. You will receive an email with simple instructions.
How can I place an order?
If you want to buy any of our products, click "Add to cart" once you have selected the size and color of the product you want. To complete the order, click on the basket that you will find in the upper right corner of the screen. You will access an order summary, where you can write your delivery and billing address, choose the payment method you want and complete your order.
How I can make sure I made my purchase?
If you are registered you will be able to see the order and its status in your account, which will appear as completed. In addition, once the purchase process is complete, you will receive a confirmation e-mail.
How can I track my order?
You will receive several emails when your order changes status. In addition, if you are registered you will be able to see the status of your order in your account at all times.
Can I add or change products in my order?
If your order is in the "Payment accepted" status, you can still make changes to it by contacting us through email@example.com or the customer service telephone number 93 796 15 18. When the order goes to the "preparation in process" we will no longer be able to make changes to the order.
Can I cancel my order?
If your order is in the "Payment accepted" status, you can cancel your order by requesting cancellation through firstname.lastname@example.org or the customer service telephone number 93 796 15 18. When the order goes to the "preparation in process" status, We cannot recover the package, when you receive it you can make a return.
What size should I order?
Check the size guide to choose your size, you will also find it above the size selector. There you will find instructions and advice to choose the size that best suits you.
I have a promotional coupon, how do I use it?
Make your purchase in the usual way and in the purchase summary you will see a box to enter your coupon, write it down and click on "apply coupon". Check that the coupon has been applied before making the payment.
It won't let me add a product to the cart
If you cannot add a specific size and color to the cart, it is because there is no stock available for that item. Click on "Notify me when available" and enter your email, we will notify you when the product of the size and color you have selected is available again.
Can you let me know when an item is back in stock?
Yes, of course. Below the item of the size and color you want, you will see a “let me know when it is available” button. Click and enter your email, we will notify you when the product of the size and color you have selected is available again.
Are the prices of the online store the same as those of the physical stores?
Yes, the prices are the same in any of our stores, all our prices include VAT.
If I place an order today, when will I receive it?
Delivery times may vary depending on the type of shipment and the geographical area, the average delivery time is:
Between 24 and 48 hours on business days for home deliveries to the Peninsula, the Balearic Islands and Portugal. In the case of the Canary Islands, Ceuta and Melilla, the term is between 5 and 8 days.
Between 48-72 hours for orders with store pickup. They will contact you from the store once your package has arrived.
Deliveries are made Monday through Friday. No pick-ups or deliveries are made on Saturdays and Sundays, nor on national, regional or local holidays.
Can I track the shipment of my order?
When your order is in the hands of the transport company, you will receive an email with the shipment tracking number. You can access the Correos Express page and check there the status of the shipment with the tracking number and the destination postal code.
What happens if there is no one to pick up the order?
After a first delivery attempt, Correos Express will register a failed delivery. Through its website and the tracking number associated with your order you can arrange another delivery; in any case, the carrier will try the delivery again the next day. If there is still no one to pick up the order, the transport company will return the package and we will contact you.
How much are the shipping costs?
Shipping costs vary depending on the amount of the order and the geographical area:
Peninsula and Balearic Islands
4.5 euros (VAT incl.) for orders up to 60 euros.
FREE for orders over 60 euros.
Canary Islands, Ceuta and Melilla
6 euros (without VAT). This price does not include the costs for customs management as well as the tax rates that may exist that would be borne by the client.
9 euros (VAT incl.) for orders up to 60 euros.
4.5 euros (VAT incl.) for orders over 60 euros and up to 120 euros.
FREE (VAT incl.) for orders from 120 euros.
Can I select a delivery address abroad?
From the current page, packages are only sent to Spain and Portugal, if you want to place an order for another country, you must access the page of the country where you want to send the order. You can use the country selector that you will find at the top of the page.
I have placed an order to pick up in store, when can I pick it up?
Store Pickup orders are prepared at the central warehouse and shipped to the store you requested. They are usually available in the store within 48 hours, but you will still be notified by the store when your order has arrived.
Can I return a product?
Of course! You have a period of 30 days to make the return from the date of purchase of the product.
In order to guarantee a good service and speed up any process related to the management of your return, it is important that you follow the following instructions, depending on whether the purchase was made online or in one of our physical stores .
Can I make a change for an online purchase?
In the online return process, NO changes are allowed.
If you want to change a product you can do it with a new order. The new order will be generated according to current prices on the web at that time. The prices of promotions or specific offers are not maintained.
How can I return a purchase made on the web?
Making a return is very simple. You can choose to take your package to any post office.
Returns are FREE* (Except for the Canary Islands, Ceuta and Melilla)
Remember that returns of used or washed products that are not in their original packaging and labeling will NOT be accepted. Returns of underwear and socks that come out of their packaging or that are found to have been opened will not be accepted.
We detail the steps to follow to carry out the return:
EASY AND FREE RETURNS AT POST OFFICES (PENINSULA AND BALEARIC ISLANDS) ENTER YOUR CUSTOMER AREA
If you are a registered customer, log in to your account and select MY ORDERS.
If you are not registered and have made your purchase as a GUEST, click HERE to access your orders. Enter the order reference and your email.
On the order in which you bought the items you want to return, select the RETURN ITEMS button*
Follow the instructions indicated on the page: select the item or items to be returned, the reason for the return and complete the personal data indicated.
You can now process your return.
Remember that to make a change of size or product you must make a new order.
*If the button to return your items does not appear, it may be due to several reasons:
The maximum return period (30 calendar days) has expired.
The order has been canceled, the payment has not been completed correctly or has been returned
PRINT THE RETURN LABEL
Download your shipping label and print it.
Affix the return label to the outside of the package so that it can be easily read.
NOTE: If you are going to take the package to a post office, you do not need to bring the printed label, show the label on your mobile or indicate the "package code" so that they can print it at the post office.
TAKE THE PACKAGE TO THE NEAREST POST OFFICE
Deliver your package to the nearest post office. Find your office here
Shipping is FREE.
The delivery time of the package to our headquarters will depend on the terms of the Post Office.
Remember, if you have not been able to print the label, you can ask the post office to print it for you. You must indicate the "Package Code" that appears on the label that has been generated with the return.
RETURN MANAGEMENT AND MONEY REFUND
When your package arrives at our headquarters, we will check the status of the product.
If everything is correct, we will proceed to make the payment of the amount.
You will receive the refund within the following 72 hours (business days).
We will send you an email when we have made the refund.
You will receive the refund in the same payment method you used to make the purchase.
You can see the status of your return at any time from MY ACCOUNT - MY RETURNS.
Can I take the package with my return to a physical store?
Yes of course. You can take your return package to any of our official stores in Mataró, Sabadell or Madrid .
Follow the general instructions to request your return on our website
Download the shipping label and print it.
Affix the return label to the outside of the package so that it can be easily read.
TAKE THE PACKAGE TO YOUR OFFICIAL HOKO STORE
Click here to see your nearest Hoko store.
Once you deliver it, we will send you an email confirming receipt of the product in the store.
The delivery time of the package from the store to our headquarters ranges between 7 and 10 business days.
The refund will be made once the package arrives at the central office and is verified.
NOTE: Returns are not processed from other points of sale that are not Official Hoko stores.
How can I return a product from the Canary Islands, Ceuta and Melilla?
Returns to the Canary Islands, Ceuta and Melilla are not free, you will have to take care of shipping the package with the garments you want to return.
Follow the general instructions to request your return on our website.
IMPORTANT: Write down on a piece of paper the return number that will appear on the “confirmed return” screen
Prepare the item(s) you want to return in packaging suitable for transport and properly closed (a bag or opaque envelope). Put the paper with the number inside the package next to the garments.
Print the label with our shipping address that you can download here and stick it on the outside of the package in a visible place.
HOKO ESPORT RETURNS
Carretera de Barcelona, 64 local 6
08302 – Mataró (Barcelona)
Take it to the transport agency of your choice, the shipping costs are your responsibility, the cheapest option is usually the post office, make sure they offer you the possibility of tracking the package.
We will proceed to the management of the return and reimbursement of the money with the same conditions and terms that are indicated in the previous section.
How can I return a purchase made in the store?
If you have purchased a product in one of our Official Hoko Stores , you can make the return in the same store within a period of 30 days from the date of purchase.
Remember that if you have made the purchase online, you must follow the return procedure with online purchase.
In order to make the return in store you must bring the product in perfect condition and with its original packaging.
Returns of used or washed products that are not in their original packaging and labeling will NOT be accepted.
Present the purchase receipt or gift receipt with the product and we will refund you.
If the purchase of the product was made with a credit card, you must present the receipt or copy of the card with which you made the payment, we will need the operation number that appears on it and the refund will be made to the same card with which it was made. the purchase.
The store staff will not be able to manage the return if the above requirements are not met.
What do I do if I have received the wrong product?
If you have received the wrong product, we apologize.
Please send us an email to email@example.com or call us at 937961518.
We will contact you to manage the collection and send you the correct garment.
What do I do if I have received a defective product?
If you have received a defective product, we apologize, we may have an error in some production batch, your notice will be of great help to us to improve.
To speed up the process, please take several photos where the defect can be seen and send them to firstname.lastname@example.org
Tell us your name, telephone number, order or invoice number and a brief explanation of the detected defect.
We will contact you, in the event that it is a manufacturing defect, we will manage the collection and send you a new garment.
What payment methods can I use?
You can pay by card: Visa, Visa Electron, Mastercard, with PayPal and by bank transfer. We do not accept cash, cash on delivery, checks, or telephone orders.
For what reason can my credit card be declined?
Your card may be declined for one of the following reasons:
The card could be expired. Check that your card does not exceed the validity date. The limit of the card may have been reached. Check with your bank that the card has not exceeded the amount allowed to make purchases. Some data entered may be incorrect. Check that you have correctly filled in all the necessary fields.
Is it safe to use my credit card on the web?
Yes, the data is transmitted in SSL encrypted form. For payment with credit and debit cards, it is necessary to enter the CVV (Card Verification Value), a code printed on the card that is used as a security measure in electronic commerce transactions.