From dispatch to return, every step should feel considered and clear.
Order processing
Orders are prepared after payment verification. Estimated dispatch and delivery timing shown at checkout is indicative and may change during launches, pre-orders, public holidays or customs review.
We will contact you if an item becomes unavailable or if additional information is required.
Delivery & tracking
Delivery options, costs and any available complimentary-shipping offer appear at checkout. Tracking is emailed after dispatch where available.
Please provide a complete address and a telephone number the carrier can use. Risk passes to the recipient when the parcel is delivered to the stated address or authorised recipient.
Customs, duties & taxes
International orders may be assessed import duties, VAT or handling fees by the destination country. Unless expressly included at checkout, these charges are not collected by HOQBA and remain the customer’s responsibility.
Damaged, missing or incorrect delivery
Inspect the parcel at delivery. If it arrives damaged, incomplete or incorrect, keep all packaging and contact info@hoqba.com promptly with your order number and photographs. Reporting visible damage within 48 hours helps us raise a carrier claim.
Fourteen-day return window
You may request a return within 14 calendar days of delivery. Email us before sending anything back; unauthorised parcels may be delayed or refused.
The watch must be unworn and unaltered, with protective films, accessories, documents and presentation packaging intact. Sized bracelets, engraved items, personalised items and visibly worn products may not qualify unless defective.
Refunds & exchanges
Approved refunds are processed to the original payment method after inspection. Bank processing time varies. Original delivery, return shipping and customs charges are generally non-refundable unless required by applicable law or the return results from our error.
Exchanges depend on stock availability; where unavailable, a refund will be offered.