What happens to my payment plan if there’s an issue with my order?

If your order is delayed or if you've received damaged items, you should first reach out to the merchant to notify them of the issues with your delivery. You only need to contact Hokodo (support@hokodo.co) if your payment plan's due date is in less than a week so that we can potentially put your payment on hold while the merchant resolves your issue. 

We can put card payments on hold up to the day before the due date. We can only put direct debit payments on hold up until five days before the due date. 

If resolution of your issue results in the merchant cancelling all or part of your order, then they will automatically update Hokodo about this change. Please contact Hokodo if you continue to receive incorrect payment reminder emails for your cancelled order.

If Hokodo charges you for all or part of an order because it was cancelled close to its payment plan's due date, we will automatically process a refund for this amount. Please contact us if you have any questions about your refund.