Frequently Asked Questions

What forms of payment do you accept?

• Credit Card- Visa, Mastercard, Amex
• PayPal

How secure are my personal details?

Hopp Footwear takes the utmost precautions when it comes to cyber security to protect not only you, the customer, but also us, the business. Every one of our pages are encrypted and secured with a 256bit SSL encryption. To have that little extra bit of comfort, always check the top of our address bars in the webpages for a small, yet noticeable padlock icon. This shows that our websites are secure and the ‘https’ prefix ensures our authenticity.

What if I don’t know my shoe size?

If you have any concerns over sizes please contact us and we will be more than happy to assist you.

I’ve made my order but how do I know you received it?

An email will be sent to you confirming that your order has been received and is being processed. If you find that this confirmation email has NOT arrived within 24 hours of your purchase, then please don’t hesitate to contact us immediately so we can assist you.

How long does it take for my order to be dispatched?

Hopp Footwear dispatches all orders within one business day. Once this has been done, you will receive an email confirming your order is on its way! If this is not the case, then please contact us immediately so we can assist you.

When do I receive my shoes?

Please visit our Delivery and Dispatch Policies page for more information.

Unavailable Items

At Hopp Footwear we make every effort to have the items you want in stock at all times. Should an item you have ordered be out of stock, we will email and offer you the option to choose another similar item of equal value, backorder or cancel & refund your order. If one item from a larger order is unavailable, we will simply cancel and refund that item and fulfill the rest of the order.

I’m looking for a select style of shoes on your website but I can’t seem to find them. What can I do?

As our stock may change over time, our physical store is your best bet to find the most recent styles. These may not be updated on our website/online store yet. If you still can’t find what you’re after, then please contact us so we can assist you.

The shoes I want online aren’t available in my size! What can I do?

If you are in luck, our physical store may have them in stock. Please contact us so we can assist you.

What are your exchange and refund policies?

Please visit our Exchange & Refund Policy for more information.

Am I able to cancel my order?

If you wish to cancel an item within your order, or your entire order altogether, please contact us and we will get back to you as soon as possible. Unfortunately, if the item(s) have already been shipped, then the order CANNOT be cancelled.

Does Hopp Footwear provide any warranties?

Hopp Footwear takes the utmost care to select manufacturers/suppliers that we can be proud to work with. These companies pride themselves on their products and providing high quality footwear, to honest and trustworthy customers around the globe.

If there is a genuine manufacturing issue, you are encouraged to return the shoes to us so we can find a remedy for you. There may be cases where we need to consult the manufacturer or supplier of your footwear in order to identify the problem that has arose. If the item is deemed faulty, we will replace, repair or refund you.

As we are a retail store and NOT the manufacturer, we will do our best to resolve the issue. But, we cannot confirm nor guarantee a replacement, repair or a refund immediately. We will be your representative and state your case as best we can, as fast as we can.

I received a wrong / defective item. What do I do?

Before any of our footwear is shipped out for your order, our dispatch employees inspect and ensure that they are in perfect condition. However, if you believe that your order is faulty, defective or that there has been a shipping error, please contact us immediately. It is crucial that you contact us immediately in order for us to assist you with the return process in the most efficient way possible.

What is considered as normal wear and tear?

This is the type of shoe wearing that gradually erases the soles and upper parts of footwear. This happens to all of us that use our shoes exactly what they’re for. Depending on what they are used for, different types of shoes can wear out quicker than other. Sneakers or Trainers are a popular example.

What is considered as misuse and accidental damage?

If you decide to purchase a pair of basketball shoes and then decide to go hiking up a difficult hill, your shoes aren’t going to last very long. This is not due to normal wear and tear but due to the fact that basketball shoes are produced to withstand a much different environment. This is what is meant by the term ‘misuse.’

Accidental use is anything that can be construed as an accident result in damage to your shoes. Anything from spilling red wine on them, your dog chewing on them to shrinking shoes in the sun is considered accidental damage. While it is heartbreaking, Hopp Footwear cannot be held liable for events such as these.

What are your contact details?

Email : info@hoppfootwear.com.au