CUSTOMER SERVICE
Hello, how can we help you?
Have a question? You might find the answer in our Frequently Asked Questions section below!
FREQUENTLY ASKED QUESTIONS
ORDER TRACKING
Once your order is confirmed, you'll receive a tracking number via email or Whatsapp once your shipment is dispatched through DHL/FedEx. Since our items are made-to-order, tracking becomes active only after manufacturing is complete. For any tracking queries, reach us via WhatsApp or email at info@hoistimpex.com
HOW TO SHOP ONLINE?
Select your desired item, choose size/color options, and complete checkout. Since every item is made-to-order, we begin crafting as soon as your order is confirmed. Need help choosing? Contact us via WhatsApp or info@hoistimpex.com.
WHAT HAPPENS AFTER BEING CONFIRMED?
After confirmation, you'll receive an email confirmation. Our team reviews the order within 24-48 hours, then the handcrafting process begins. You can follow up anytime via WhatsApp or info@hoistimpex.com.
INCONSISTENT ORDER
Since every piece is handmade, slight natural variation in leather texture or finishing may occur — this is part of our craftsmanship, not a defect. Please contact us via WhatsApp or email info@hoistimpex.com if there's a major issue
I RECEIVED MY ORDER AFTER GETTING A REFUND. WHAT CAN I DO?
If your order arrives after a refund has already been processed, please contact us via WhatsApp or email at info@hoistimpex.com — we'll guide you on whether to return the item or adjust the refund
WHAT IF THE PACKAGE IS HELD BY CUSTOMS?
International shipments can occasionally be held at customs — this is normal and usually clears within a few days. If the delay is extended, reach out to us via WhatsApp or info@hoistimpex.com and we'll assist with customs documentation.
WHEN WILL I RECEIVE MY ORDER?
Since items are made-to-order, crafting time (usually 7-15 days) plus international shipping time (3-7 days via DHL/FedEx) applies. Estimated delivery will be provided in your order confirmation. For updates, contact us via WhatsApp or info@hoistimpex.com.
ORDER CANCELLATION
To cancel an order, please contact us via WhatsApp or email info@hoistimpex.com before crafting begins. Since items are made-to-order, cancellation isn't possible once crafting has started.
CAN I MAKE CHANGES TO MY ORDER?
Size or color changes are possible only before crafting begins. Please message us on WhatsApp or email info@hoistimpex.com as soon as possible so we can make the adjustment.
DO YOU OFFER CUSTOM SIZING?
Yes! Since all our products are made-to-order, we can craft items in your exact measurements — including oversized or plus-size fits. Just share your requirements via WhatsApp or email at info@hoistimpex.com after placing your order (or before, if you'd like to confirm sizing first)
DO YOU DELIVER ON PUBLIC HOLIDAYS?
Shipping carriers (DHL/FedEx) follow their standard schedules — deliveries may be slightly delayed around public holidays depending on the destination country. For specific queries, reach us via WhatsApp or info@hoistimpex.com.
CAN I GET A FULLY CUSTOM DESIGN MADE?
Absolutely — you're not limited to our existing catalog. If you have a specific design, color, leather type, or style in mind, message us on WhatsApp or info@hoistimpex.com with your requirements, and our craftsmen will bring your vision to life.
HOW DO I PLACE A CUSTOM ORDER?
Simply contact us via WhatsApp or email at info@hoistimpex.com with your idea, sketch, reference image, or measurements. Our team will confirm feasibility, pricing, and timeline before we start crafting your custom piece
DO YOU DELIVER TO MY POSTCODE?
We ship worldwide, including the US, UK, and EU. To confirm delivery to your specific postcode, enter your address at checkout — the system will verify automatically. Still unsure? Message us on WhatsApp or info@hoistimpex.com.
WHOLESALE INQUIRIES
Looking to Order in Bulk?
Hoist Impex offers wholesale and custom manufacturing solutions for businesses worldwide. Contact us to discuss products, quantities, customization, pricing, and delivery requirements.
DO YOU OFFER WHOLESALE PRICING?
Yes, we offer wholesale pricing for bulk orders of our All goods. Contact us via WhatsApp or email at info@hoistimpex.com with your requirements to get custom wholesale rates.
WHAT IS THE MINIMUM ORDER QUANTITY (MOQ) FOR WHOLESALE?
Our minimum order quantity varies depending on the product type and design complexity. Reach out via WhatsApp or info@hoistimpex.com and our team will guide you based on your specific requirements.
CAN I MIX DIFFERENT DESIGNS/SIZES IN A WHOLESALE ORDER?
Yes, wholesale orders can include a mix of styles, sizes, and colors based on your business needs. Share your requirements via WhatsApp or info@hoistimpex.com and we'll help structure your order.
DO YOU PROVIDE PRIVATE LABELING FOR WHOLESALE BUYERS?
Yes, we offer private labeling and custom branding options for wholesale and bulk orders, including custom tags, packaging, and logo embossing. Contact us via WhatsApp or info@hoistimpex.com to discuss your branding needs.
WHAT ARE THE PAYMENT TERMS FOR WHOLESALE ORDERS?
Wholesale payment terms typically include an advance deposit with the balance due before shipment, though terms may vary by order size. Contact us via WhatsApp or info@hoistimpex.com for detailed payment structure.
DO YOU SHIP WHOLESALE ORDERS INTERNATIONALLY?
Yes, we ship wholesale orders worldwide via DHL/FedEx and can also arrange freight/sea shipping for larger bulk quantities. Contact us via WhatsApp or info@hoistimpex.com for shipping options and rates.
CAN I REQUEST SAMPLES BEFORE PLACING A WHOLESALE ORDER?
Yes, sample orders are available before committing to bulk quantities so you can assess quality and craftsmanship firsthand. Message us via WhatsApp or info@hoistimpex.com to arrange a sample order
LEATHER