How to change/modify the billing address?
No need to change the billing address, as we'll just ship the order to the shipping address that you left on our site for your order.
Therefore, it does not matter that the billing address is different from the shipping address.
Can I change/modify my shipping address/sizes?
We can help you modify your order BEFORE shipment. Once your package shipped, we will not be able to change anything.
Please kindly contact our customer service via email address: [email protected]
We will try our best to serve you well.
Can I cancel my order?
Yes, you can. There are two types of order cancellation:
1. We can help you cancel the order BEFORE shipment.
2. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics. If the parcel refused by customers, we can only refund the item fee. Shipping fee CANNOT be refunded for we have paid the shipping fee for the parcel. For example, if your order amount is 50 dollars and the shipping fee is 15 dollars, we will refund you 50-15=35 dollars after we get the returned parcels.
Why I didn’t get an email about my order being shipped?
After placing your order, we may need 1-3 business days to prepare. This is our processing time to make sure that your order is accurate, which isn’t included in shipping time.
We will inform you with an email after shipment or if there is any delay.
If you can't find an email fifteen days after you placed the order, please contact our Customer Service Team with email [email protected]
How do I choose my size?
Take your measurements and compare them with the detailed sizing chart under the product description. This will help you pick what size is best for your body type.
"One size" does not necessarily fit all sizes but means there’s only one size for this product.
Shipping & Delivery:
Which countries can be delivered？
United States, United Kingdom, Canada, Australia, Germany, France, Italy, Spain
What is the available shipping time?
From Monday to Saturday (Est time)
Why was my order divided into two or more packages?
We will do partial shipping for your order in the following conditions:
1. Items are in different warehouses.
2. Different items need additional preparation time.
3. Weight limit of customs or courier.
You will receive an email notification when each parcel is shipped.
Why does it show my package has been delivered but it hasn’t?
Packages might be delivered to your mailbox or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID.
If you still cannot find your package, please contact our Customer Service Team via email [email protected]
How long does delivery normally take?
Delivery time: Total Delivery Time = Processing Time + Shipping Time.
Shipping time: Normally it will take 8-15 business days (some places will take about one months because of the long distance, such as South Africa, etc.) by Standard Shipping method and 6-10 business days by Expedited Shipping for the most places of the United States.
We will update the tracking number by email after the order shipped, and you can also find the tracking number in your account.
Delivery time may vary, especially during the peak periods. Please be more patient.
Why it shows that my tracking number is invalid?
If there is a tracking number, it means that the parcel has been shipped out.
The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from the airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end.
Please allow some time for the courier to update the latest tracking info after reaching next station.
Why was my package returned?
There are multiple possible reasons:
1. Wrong or incomplete address
2. Invalid phone number
3. Unable to deliver
Why did the attempted delivery fail?
There may be the following reasons:
1. Consignee unavailable
2. Wrong shipping address
3. The parcel is delayed by the shipping company
Please check with the shipping company with your tracking number and your ID to arrange re-delivery. If you still cannot receive your package, please contact our Customer Care Team via email: [email protected]hop.com
Return & Refund:
Returns can be accepted within 15 days as below
The returns from our customers are acceptable within 15 days after you get the package. when we confirm the arrival of the package you returned, we 'll refund you the payment. Items that can be returned or refunded of receiving must follow the criteria as below:
1. Please make sure the products are unused and will not affect the secondary sales.
Faulty items damaged/broken, or soiled upon arrival.
2. Items received in the incorrect size/color, for example, ordered size M but get the incorrect size L; ordered color White but get the incorrect color, Black.
3. After returning the products, please inform us of the following information
① Order No., for example, MissFox0001
② Quantity of each item
③ The tracking number of your return parcel. No tracking number, No refund. Please understand.
④ Photo of the products you sent back
4. The shipping fee charged by the courier company so the returning shipping fee will be afforded by your side.
a. Please consult the customer service about the information we need before sending back the package.
b. Send the package back to us.
c. After returning the products, please offer our customer service the information you collect above.
d. After confirming the information, we will apply for the refund for you.
e. Our financial department will finish your refund in 8 to 15 business days after we get the returned package.
Unconditionally refund accepted for wrong items
The refund request from our customers is acceptable unconditionally if customer service confirms that MissFox send you the wrong item.
1.pls make sure the products unused before you sending back and inform us the following information：
① Order No., for example, MissFox0001
② Photo of the products you sent back
③ Quantity of each item
④ The tracking number of your return parcel. No tracking number, No refund. Please understand.
2 .MissFox will confirm the information
3. After making sure that we sent you the item, we will refund you to you.
We offer the full refund on any items that are found to be faulty or damaged due to our fault. Damage because of the fault of the third party or customer's own fault cannot apply for the refund.
Returns Application Time:
Within 15 days of delivery.
Before returning items, pls contact us first, thank you!
Can I exchange for a bigger/smaller size?
We accept the return for refund or exchange within 15 days after delivery.
How do I receive my full refund?
We will offer a full refund for all returnable items, excluding the shipping fee.
Coupon codes and points will not be refunded as monetary value.
As soon as you discover a wrong/defective/stained item, please contact our Customer Care Team with:
1. The order number
2. The pictures
3. A description of the problems and some clear pictures
We'll get back to you as soon as we can.
What should I do if my refund is incorrect?
We’re really sorry if we’ve made a mistake with your refund!
Please contact our Customer Service Team and we’ll sort it out for you as soon as possible.
The following may affect the amount you have been refunded:
1. The delivery charge, which is only refunded for canceled orders before shipment.
2. Any discounts/points that were applied when you check out, which may not now be applicable.
Why can’t I log into my account?
1. Please ensure that the email address or password is correct
2. Reset the password if it still can’t work. Click “Log in” at the upper right corner of our website, then click “Forgot Your Password”. Reset your password step by step.
How do I unsubscribe?
You can unsubscribe by simply clicking the unsubscribe button at the bottom of each email we send and follow the instructions.
How do I change my email address?
We can't change/update our customers' email addresses as of now.
You can create a new account with a new email address.
And contact Customer Care Team to delete your account after finishing all your order(s).
Is it safe to order from you?
Yes, it is safe to order here.
We are using One of the most secure online systems to our website to protect your personal information against unauthorized use.
We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.
Payment & Coupon:
Why my payment is declined?
Firstly, check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name)
Secondly, make sure you enter the security code correctly (the three-digit numbers on the back of your card).
Lastly, your card issuer may have declined your payment. Please contact the card issuing bank.
What payment methods do you accept?
There are different ways you can choose to pay on our website. We support Credit/Debit Card, PayPal.
Why isn’t my promo code working?
1. The discount is applied to the original price but not the sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.
2. The code has already expired.
3. Your order does not reach the minimum amount.