Refund and Returns Policy

Last updated: May 2026

At Hopoye we want every customer to be completely satisfied with their purchase. If something is not right, we will do everything we reasonably can to put it right. This policy explains your rights and our procedures clearly and in plain English.

Your Right to Return

You have the right to return most items purchased from hopoye.com within 30 calendar days of the date you received your order. This is in addition to your statutory rights under the UK Consumer Contracts Regulations 2013, which give you a minimum 14-day cooling-off period for online purchases.

To be eligible for a return, items must meet the following conditions:

• The item must be returned within 30 days of the delivery date
• The item must be unused, unworn, and in its original condition
• The item must be in its original packaging with all labels and tags attached
• The item must not have been washed, altered, or damaged after receipt

Items That Cannot Be Returned

For hygiene and safety reasons, the following items are not eligible for return unless they are faulty or incorrectly described:

• Socks and hosiery that have been opened, worn, or removed from original sealed packaging
• Items that have been personalised or customised to your specification
• Items that have been clearly used or damaged by the customer after receipt

How to Start a Return

To initiate a return, please follow these steps:

1. Email us at support@hopoye.com with your order number, the item(s) you wish to return, and the reason for the return
2. We will respond within 48 hours with a returns authorisation reference and full instructions for returning your item
3. Pack the item securely in its original packaging and include your order number inside the parcel
4. Send the item to our returns address using a tracked postal service. We recommend keeping proof of postage
5. Once we receive and inspect the returned item, we will process your refund within 5 to 10 business days

Please note: The cost of return postage is the responsibility of the customer unless the item is faulty, damaged, or incorrectly sent. We strongly recommend using a tracked service as we cannot accept responsibility for returns lost in transit.

Refund Processing

Once we receive your returned item and confirm it meets our returns criteria, we will process your refund within 5 to 10 business days. Refunds are issued to the original payment method used at checkout. Please allow an additional 3 to 5 business days for the refund to appear in your account depending on your payment provider.

You will receive a confirmation email once your refund has been processed.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged during transit, or different from what you ordered, please contact us within 48 hours of receiving your order at support@hopoye.com with the following information:

• Your order number
• A clear description of the fault or issue
• Clear photographs showing the damage or fault

For faulty, damaged, or incorrectly sent items, Hopoye will cover the full cost of return postage and will offer you the choice of a free replacement or a full refund. You will not be required to pay any return postage costs in these circumstances.

Exchanges

We do not currently offer direct exchanges. If you wish to exchange an item for a different size, colour, or product, please return the original item for a refund under this policy and place a new order for the item you require.

Cancellations

You may cancel your order at any time before it has been dispatched. To request a cancellation, contact us as soon as possible at support@hopoye.com or call +44 7777 235718 with your order number. We process orders quickly so we cannot guarantee cancellation after purchase, but we will always try.

If your order has already been dispatched when you contact us, you will need to wait for delivery and then return the item under this policy.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and any other applicable UK legislation. If you are unsure about your rights, you can find information at citizensadvice.org.uk or contact Consumer Direct on 03454 04 05 06.

Contact Us

Hopoye Customer Support
Email: support@hopoye.com
Phone: +44 7777 235718
Address: 19 Foxham Drive, Salford, Greater Manchester, M7 4ZP, United Kingdom
Support Hours: Monday to Friday, 9:00am to 5:00pm GMT/BST