Frequently asked questions

Size guide can be find on each product page and here.
Please note that our sizing charts are a general guide. If you require further sizing information, or sizing inquiries regarding a particular item and/or size, our Customer Care team is more than happy to assist you. Please feel free to Contact us here.

Most of our items are true to size. In case the size differs from the normal, you will be notified in the description.

If the item you wanted is out of stock, you can always sign up to be notified if it gets back in stock.

We’re so sorry if we’ve sent you a restock email for an item that is now out of stock.
Our system is set up to notify you as soon as your chosen item becomes available – sometimes this may be just 1 x returned item meaning another customer has snapped it up before you’ve had chance to!
Please don’t worry – our most popular items are restocked regularly so it’s always worth keeping an eye on the product page itself.

If we’ve stated in our caption that this is a new collection that’s dropping soon, this may not be on the site just yet.
Alternatively, some items are discontinued and removed from the site if they are limited edition or old stock.

If you are unable to locate an item you previously found on our site, this unfortunately means we’ve sold out and discontinued it. We drop brand new items regularly so make sure you check the New In section on our site!

Most Orders made before 10:00 am each day (Monday to Friday) are packed and sent the same day. During sales and/or increased number of packages, the processing time may be extended. It is best to choose EXPRESS DELIVERY to ensure you will get your parcel as soon as possible.

Note – Hoana Boutique does not operate on Public Holidays & Weekends, any orders placed during this time will be dispatched the following working day.

Unfortunately, Hoana Boutique currently doesn’t offer delivery to all countries. If you cannot find your country at checkout, it is most likely not yet available.
You can check countries and delivery times here.

Yes! A courrier will ask you to sign when collecting your package to ensure it is delivered correctly.

You can check the delivery times for each country bellow.

Depending on the country, we accepted the following payment methods:
• Credit cards (such as Visa, MasterCard etc)
• Paypal
• COD (available in Slovenia, Croatia, Italy, Spain & Portugal)
• Payment via Bank Transfer

We’re extremely sorry if you have experienced some trouble at the payment stage. This usually happens if there is something wrong with the information provided at checkout. This could be due to one of the following reasons:

• The billing name/address doesn’t match the cardholders.
• Some of the payment info is incorrect.
• You have tried to place a high volume of purchases in a short space of time.
• You have used multiple devices/emails .
• You have insufficient funds on the card you are attempting to use.
• The card is not accepted.

If you think that none of the above apply to you, then please try to checkout using PayPal as this is usually verified.

You can use your store credit through your Hoana Account. If making an order signed in, you will automatically find an option to use store credit in checkout. If you are a guest and do not have an account, the store credit will be issued through a voucher.

Of course! You can find Hoana gift cards here. Choose between 20, 50, 100, 120, 150, 180, 200 & 250 €. The purchaser will receive an email with the E-Gift card code to forward to the intended recipient. Hoana Gift Cards are non-refundable and expire in 1 year. Promotion codes can’t be applied toward the purchase of gift cards.

Discount code can be applied at checkout. Please note that our discount codes cannot be used in conjunction with any other discounts or promotions, and there may be exclusions including New In and Sale. Promotion codes can’t be applied toward the purchase of gift cards, sales tax, or shipping costs.

Unfortunately, discount codes cannot be used in conjunction with any other discount codes or promotions. If the code is valid for discounted items or can be used with multiple codes, you will be specially noted.

Unfortunately, store credit cannot be used to purchase a Gift card.

Please note that our discount codes cannot be used in conjunction with any other discounts or promotions, and there may be exclusions including New In and Sale.
There are also specific requirements included in our promotions so be sure to only select items from the promotion range in order to qualify for the discount.
Depending on the code, there may also be an expiry date. You can check this and any other terms and conditions at the bottom of the email you received your code in.

You can check the balance through your Hoana account. Learn how to sign in here.

We are sorry, refunds aren’t possible for gift card purchases.

We regularly hold sales on our site and unfortunately these only run for the time allocated to the specific promotion. We may also choose to reduce or increase the price of certain products at any given time.
As you agree to the price of the item at the time of purchase, we have no obligation to make any alterations to this regardless of whether we reduce the price of the same item further down the line.

We regularly advertise our latest promotions and offers through our social media pages, so be sure to follow us for the latest deals. You can find us on Instagram, Facebook, Snapchat, Pinterest and TikTok.
Additionally, we have a Sale section on our website where some products have been discounted by up to 50%. You can shop our Sale section here.
Lastly, if you sign up to our newsletter at the very bottom of our site, we’ll treat you to special promo codes throughout the year!

Once you have completed your order, you will receive a confirmation email with your order details within few minutes. If you have not received an order confirmation email, please check your junk folder.

You can change your shipping address in the first 3 hours within your placed order. After your order has been shipped, you can arrange different address through a courrier (please note, that not all delivery services offer address exchange).

You can cancel your order within the first 3 hours of your placed order. After that we are unable to accept cancellation since it’s possible it has already been prepared for pick up.

We’re really sorry if your purchase has been cancelled – we will have sent you an email explaining the reason for this. Cancellations can be for the following reasons:

• If the item(s) purchased is unexpectedly out of stock and we are unable to fulfil your purchase
• If there is an issue with your payment (e.g. the billing address does not match the address the card is registered to, some of the payment information is incorrect, you have tried to make a high volume of transactions in a short space of time etc).
• We have previously received your order via COD which you didn’t accept (in that case you only have an option of using credit card or paypal).

We’re sorry to hear that you’re struggling to make a purchase with us, we try our best to ensure this is a simple experience for our customers.
Firstly, we’d recommend clearing your device history and CACHE and attempting to place your order again.
Secondly, please ensure the billing details you enter at checkout match the cardholders.

If you have successfully placed an order, you will receive all your tracking information through an email used. You can also check your tracking through your Hoana Account.
If you are a guest, you can find a tracking page here (enter via order number and email used in your order).

Firstly make sure the item isn’t lost amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories and cosmetics are usually wrapped up in bubble wrap or in amongst other items of clothing or shoe boxes within your parcel.
You can contact us here. Note- Hoana’s Warehouse undertake strict quality control on every item prior dispatch & upon receiving return.

You can find all delivery information for your country bellow.

Once you have completed your order, you’ll receive a confirmation email with your order details.

Once you have completed your order, you’ll receive a confirmation email with your order details. This email will contain your order number. If you have not received an order confirmation email, please check your junk folder.

Currently Hoana Boutique is an online store only.

We are located in Slovenia, Europe.

Thank you for showing an interest in working for us.
All our job vacancies can be found here.
We wish you the best of luck with your application!

Thank you for your interest!

For influencer applications you can sign here and we will contact you if/when needed.

We also regularly scout Instagram for new talent. If you wish to increase your chance of being scouted, please tag @hoanaboutique in any images wearing Hoana’s clothing.

All our modeling jobs can be found here. 90% of our shoots are conducted in Slovenia and so we will generally only consider models living or currently based within this region.

We are very sorry but unfortunately we do not offer wholesale.

For return instructions and process, please click here.

Items must be returned within 14 days of delivery date.

NOTE:
Returns received later then 14 days from delivery date, a 5.00 € processing fee will be deducted from your Store Credit.
Returns received later than 20 days, will not be accepted & will be returned to the customer. Return delivery cost is paid by customer via Bank transfer before sending.

Depending on the service & country you’re returning your item(s) with, it can usually take up to 14 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

A Store Credit will be issued, so you can re-purchase a new item.
If you need an urgent exchange, we would highly recommend that you purchase the replacement size prior to sending back the return, and we will issue you with a Store Credit, once we receive your unwanted item. (As we do NOT hold items nor exchange, while your item is being sent back).

Customers who have received product/s with a manufacturing fault or incorrect item, will receive a refund or an exchange. (Note- Hoana’s Warehouse undertake strict quality control on every item prior dispatch & upon receiving return).
Please take due care when trying on any product/s. (Item/s manually defected/ that does not comply with our returns policy will be declined/ returned).

You can enter a return process here by entering your order number.

The cost depends on the delivery service you plan to use. Unfortunately Hoana does not arrange or cover return costs.

Until the parcel arrives in our warehouse, you can track the status via your delivery service used. As soon as we receive and process your refund, you will receive an email notification. Please note it can take up to 8 working days for the process to be completed.

Unfortunatelly we will need a copy or an original invoice (which you have received in your package) to be able to finish your return or exchange.

You can only return items from the same order in one parcel. If you made different orders, they need to be sent separately.

You can click on the person icon on top right corner and follow the instructions for registration.

Click on the person icon on top right corner and follow the instructions for password change.

Beside joining our ever-growing Hoana family? Let us tell you what is waiting for you:
• Exclusive promo codes, sales & rewards
• First to be notified on the new collection & upcoming sales
• EASY RETURNS!
• Track your order
• Make your wishlist
• Easy and fast checkout

If you have forgotten your password, please simply click the here

Once you are on the ‘My Account’ page you can click ‘forgotten password’ and you will be asked to input your email address to change your password.

Once you are logged in you can go under Delivery Address and change the saved address to your preferred one.

Once you are logged in you can go under Payment Details and change the saved payment details to your preferred one.