Frequently Asked Questions

GENERAL

Are HOHA products only available online?

Yes, the products displayed on the site can only be purchased online. For bulk orders, you may contact us directly via sales@handsofhopeasia.com .

Are the prices dependent on the country I’m in?

Yes, the default prices will depend on the country where you are located. You have the option to change the currency if you wish.

Can I change my currency? How?

On the top right section of the site, you will see your default currency. To change your currency, simply click on it to make your selection. Options available are USD & SGD.

How do I care for my wrap bracelet?

The beads are glass. Some of the metallic finishing/treatment wear off with time and strong fiction.

Avoid contact with water or any fluids as the leather is not water resistant. Although the leather will dry eventually, its texture and tension will change.

The bracelets are weaved together with waxed threads from Japan; reputable in its class. However, there is a remote possibility that the polished glass beads may cut into the threads. In 1000 bracelets, we have only 2 reported cases. We will gladly restring for you if this happens. Simply contact our customer service at sales@handsofhopeasia.com. You have to post back the ‘old’ bracelet at your cost. We will offer a 10% off regular price for the replacement bracelet to compensate for freighting and the waiting.

ORDERS

How do I place my order for masks?

Please choose from the designs posted here, on the website. Most designs are $14 each. Some fabrics cost more and thus have higher prices. For a larger variety and faster updates, see individual prices posted with photos of designs available in the Facebook album Maskerchieves.

What is the production time for masks?

There are two tracks going on concurrently. It is always easier to sew similar orders because of the synergy from cutting the same fabric and same colour threads etc. But generally, we follow a queuelist from the time you communicate the essential information needed for sizing.

We will try to make most of your orders WITHIN ten days of your last order.

Can I choose my own fabrics for masks?

We would prefer if you could chose from the colours that you see posted. We shall roll out new makes and pairings over time. Note, if we can custom-make your sizes, we can surely do different combinations of fabrics but it lengthens our cutting time due to the different pairings, so we are trying to standardise as much as possible so we can deliver faster to you. Please choose only the front fabric of your mask.

However, if you wish for us to sew your personally chosen fabrics, do WhatsApp 94551800 for communications.

Are there different sizes for masks?

As there is a variety of face shapes and lengths, we rely on customer-provided information to customise your masks. When ordering masks, please include your height, which we will use to estimate the size of your mask.

Are there different designs for masks?

We offer three mask designs:

1. The Ark, which follows the contours of the face.

2. The Thai, a panther, tiger shape, with two notches at the chin.

3. The Boat shape, similar to the N95 but a fabric version, with a stiffer structure away from the nose.

All designs offered are 3 layered, with the options to insert filters and nose wires. Two quilting cottons, front and inside, as well as a thinner cotton lining give the mask more form. The exception would be the boat designs which requires a stiffer fabric – a canvas, or two canvasses.

Can I order without creating and account with HOHA?

Yes. Simply continue the checkout process as a GUEST by clicking ‘No Account’. However, we do encourage you to create an account with us for faster checkout for your future purchases.

What if the product I ordered is out of stock?

If the product you ordered is not available, we will contact you via email to advise on the expected stock availability date.

Can I modify or cancel my order after it is confirmed?

If you made an error in your order or change your mind shortly after placing the order, you may drop us an email at sales@handsofhopeasia.com and we will modify the order accordingly, IF it has not been shipped. If you reach us more than 24 hours later, it is likely the order has been shipped.

Do you do custom order?

Yes, we do. Contact us at sales@handsofhopeasia.com if you wish to make a custom order.

PAYMENT

What are the payment options available?

Currently, we accept PayPal, Paylah and Paynow at the number 94551800.

DBS Bank Account :
Account Name: Hands of Hope Asia
Account Number: 020-902474-1

However, we do prefer if you pay only AFTER we can commit the designs to you. Oftentimes, we are unsure of our delivery until we cut into the fabric – it is an estimate. Hence, please pay just before delivery.

Thank you all. You’ve been very very kind, supportive and most patient.

ACCOUNT

How can I register for my account?

Click the “Login” link in the top right section of the site. You will be directed to a page where you can create and register for a new account.

How can I login to my account?

Click the “Login” link at the top right section of the site. You will be directed to the account page where you can login to your account.

How can I recover my password?

Click the “Login” link at the top right section of the site. You will be directed to the account page where you can login to your account. Click on “Forgot Password” in the login section. You will be transferred to a page where you need to provide your email so that we will send you the instructions on how to recover your password.

How can I edit my account?

After you have logged in to your account, click on “My Account” link at the top right section of the site. On the dropdown, select “Profile” and you will be transferred to a page where you can edit your account details. After making the necessary changes, click Save to update your profile.

SHIPPING AND DELIVERY

What are the shipping options available?

All packages are shipped via regular or registered postage by SingPost. Self collection is also available if you reside in Singapore.

What happens if there is a problem with delivery, like lost or damage?

For any problem or concern regarding your order, it is best to contact us directly at sales@handsofhopeasia.com and we will provide assistance to resolve the issue. We at HOHA want to make sure you have a good experience.

How much does shipping cost?

We ship all our packages via SingPost registered mail for international orders. For Singapore orders, we post via regular mail to save our customers the hassle of coordinating delivery with the post office. Local customers can also opt for registered mail if that is preferred. Shipping fee will be determined during checkout.

You may be required to pay duty (or custom tariffs) for your purchase when it arrives at destination. Check your local customs authority website for the latest updates on Value Added Tax (VAT) rates, customs tariffs and other fees. We will not hold responsibility for fees that are subjected by international authorities.

Do you ship internationally?

Yes, we do.

What is your return policy? How do I exchange an item?

If you’re not happy with your order, you can return your purchase within 30 days from the date you received it. In order to process your return, your item must be unused, unwashed, undamaged and be in its original packaging. Refund will be processed after we have received and inspected the merchandise. We will refund the merchandise price you paid to the original form of payment. (Note: Shipping and handling fees are not refundable)

Fee incurred in returned shipment will be borne by the customer.

How can I track the order?

Retrieve your order confirmation email. You will find a “Track Order” link at the end of the email. Click the link and you will be directed to a page where you can enter your order number to track order status.

RETURNS & EXCHANGES

How do I return an item?

Please drop us an email at sales@handsofhopeasia.com if you wish to return an item. We will respond to your email as soon as possible.

What if the items I received are damaged or incorrect?

If something’s not right with your order, email us at sales@handsofhopeasia.com and we will rectify it as soon as possible.

CUSTOMER SERVICE

How can I contact support?

If you have questions or feedback, you may email us via the “Contact Us” link found at the top section of the site. We will respond to you as soon as possible.