Frequently Asked Questions
Most frequent questions and answers
Do you ship internationally?
Yes! We ship worldwide. Shipping costs and delivery times vary depending on your location and will be calculated at checkout. Please note that international orders may be subject to customs duties or taxes, which are the responsibility of the customer.
What if I received the wrong or damaged item?
If you receive a damaged or incorrect item, please contact us within 3 days of delivery at info@hoelsneakers.com. Include your order number and a photo of the issue. We’ll fix it right away by replacing the item or issuing a full refund.
How long will it take to receive my order?
Orders are typically processed within 1–3 business days. Estimated delivery times:
USA: 3–7 business days
Europe: 7–14 business days
Rest of the world: 10–21 business days
You’ll receive a tracking number as soon as your order is shipped.
What payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, and other secure payment methods depending on your location. All payments are processed securely.
Can I return or exchange my sneakers?
Absolutely. We accept returns and exchanges within 14 days of delivery, as long as the items are unworn and in original condition. For full details, see our Returns & Exchanges policy.
How do I choose the right size?
Each product page includes a size guide to help you find the perfect fit. If you’re between sizes, we generally recommend going up one size. Still unsure? Feel free to email us at info@hoelsneakers.com for personalized advice.