Hoka Return Policy: Simplified

HOKA is a popular footwear brand known for its innovative, performance-driven running shoes. Loved by runners and casual wearers alike, HOKA focuses on comfort and durability with a sporty style. If you’ve bought a pair of HOKA shoes or gear online and are wondering about the return process, I’ve broken down everything you need to know about the HOKA return policy.

HOKA Return Policy Overview

Here’s a clear summary table to give you the key details at a glance:

Products Purchased from Hoka.com or Hoka Stores

• You can return or exchange items purchased from Hoka.com, Hoka stores, Hoka outlet stores, or the Hoka call center.
• You get free return shipping if you’re in the continental USA.
• Products must be in original condition, with the original packaging, and returned as a complete pair.
• You need to provide a receipt or invoice as proof of purchase.

Products Purchased from Authorized Retailers

• If you purchased a Hoka product from an authorized retailer, you can return it within 30 days, but you’ll only receive site credit for Hoka.com, not a refund.
• You will have to cover the return shipping cost.

Return Shipping Cost

• Free return shipping is available for items purchased directly from HOKA.com or the HOKA call center within 30 days of the original invoice date (60 days for HOKA members).
• For returns outside this window or from authorized retailers, customers are responsible for return shipping costs.
• Returns must be sent using a trackable shipping method to ensure safe delivery.

How to Make Returns at Hoka

Steps for Returning a Product

1. Start your return online: Go to the Hoka website and fill out the return form as shown in the below screenshot and start your return.

2. You can also initiate a return through the email confirmation from your purchase.
3. Print the shipping label: You’ll be given a pre-paid shipping label or a QR code.
4. Package your item: Include the return form in the box and use the label on the outside.
5. Send the package: Drop off the package at a UPS or FedEx location, or schedule a pickup.
6. Wait for processing: Hoka will inspect the returned item. It usually takes 15 days to process your return once they receive the package.

Returning to a Hoka Store

If you prefer to return or exchange your Hoka product in person, you can do so at a Hoka Concept Store or a Hoka Outlet Store. This option is available for products purchased either from Hoka.com or the Hoka call center.

Here’s how it works:

• Bring the product: Take your item, along with your receipt or order details, to a Hoka store.
• In-store processing: The store will process your return immediately, and your refund will go back to the original form of payment.
• Refund timing: Although refunds process instantly in Hoka’s system, it may take a few business days to reflect in your bank account depending on your bank’s policies.

Exchange Policy

You can exchange your HOKA products within the 30-day return window, but there are a few things to keep in mind:

• Items must be returned in their original condition.
• HOKA will ship the exchange item to you with no extra shipping fees.
• If the item you want is out of stock, you will receive a refund to your original payment method.
• For purchases made using Afterpay, you can only exchange for the same model and color.

Exchanging an Item from an Online Purchase at a HOKA Store

• The store will process the return on your behalf but will not provide the exchange immediately.
• The returned product will be sent to HOKA’s warehouse for processing.
• After receiving and inspecting the item, HOKA will ship the exchanged product to you at no additional cost.
• If the desired exchange item is out of stock, you will be refunded instead.

Important Notes on Returns and Exchanges

• Items returned under HOKA’s 30-Day Guarantee must be in original packaging and unworn. Slightly worn items that meet this condition are donated to charity partners supporting micro-enterprises. Items not meeting the condition may be rejected or responsibly disposed of.
• In-store exchanges: You cannot immediately exchange for an in-store item when returning an online order. The store will only handle the return, and the exchange will be managed through the warehouse.
• Hoka.com order details: To process an exchange or return, you must have the order details from your Hoka.com purchase.
• Returning your items directly to a Hoka store can be convenient if you live near one, but it’s important to note that exchanges will still be handled through the online system. Keep this in mind if you are looking for a quick swap!

Hoka Warranty Policy

If your product is defective due to a material or manufacturing issue, it may qualify for a return under Hoka’s Limited Warranty Policy. Here’s how it works:

• Eligibility: Only items with defects in workmanship or materials can be returned under the warranty.
• Timeframe: Products must be returned within two years of purchase under HOKA’s Limited Warranty.

How to Return Products Bought from Authorized Hoka Retailers

If you bought a Hoka product from a third-party retailer, you can still return it, but there are some differences:

• You will receive site credit or store credit instead of a refund.
• Hoka will not refund the original shipping costs, and you must pay for the return shipping.

To start this process:

1. Visit the Hoka website and enter the details of your purchase.
2. Print out the return label or request a store return.
3. Send your product back to Hoka for a site credit.

Refunds and Processing Times

After Hoka receives your returned product, the return will be processed within about 15 days. Here’s how refunds work:

• For returns made directly to Hoka.com, the refund will go back to the original form of payment.
• Site credit will be provided if you return an item purchased from an authorized retailer.

Important note: Refunds typically take 3 to 5 business days to appear in your account, but this might vary based on your bank’s policies.

Free Return Shipping (Limited Time Offer)

Hoka offers free return shipping for products bought directly from Hoka.com or the Hoka call center. This offer is only available within the continental United States.

How to Use Free Return Shipping

• Simply follow the return process as explained above, and you will be provided with a pre-paid label.
• If you choose not to use Hoka’s pre-paid label, you must cover the shipping costs and Hoka won’t be responsible for lost packages.

Exchanges or Refunds for Gifts

If you received a Hoka product as a gift and need to return it, you can still get a refund or exchange, but you must:

• Provide proof of purchase.
• Return the item within 30 days of receiving it.

If the item was not bought from Hoka.com or Hoka stores, you will only be able to get store credit.

How to Track Your Return

Once you send your item back to Hoka, you can track the return online:

• Visit the Hoka return page and enter your order number.
• You’ll be able to see where your package is in the process.

Hoka recommends keeping your tracking number in case you need to contact them about the status of your return.

How to Contact Hoka For Help

If you have any questions or need help with your return or exchange, Hoka’s customer service team is here to assist you!

• Live Chat: Available Monday through Saturday from 10 AM to 7 PM EST on Hoka’s website.
• Text: Send a text message to 1-866-491-3125. Texting is available Monday through Saturday from 10 AM to 7 PM EST.
  By texting, you agree to receive response text messages or return phone calls from Hoka customer service. Standard message and data rates may apply. Reply STOP anytime to opt out.
• Call: You can reach Hoka’s customer support by calling 1-866-491-3125. Phone support is available Monday through Saturday from 10 AM to 7 PM EST.

Common Questions

Final Thoughts

Hoka’s return policy is customer-friendly and designed to make the process easy and straightforward. Whether you’re returning an item you didn’t love or exchanging it for another size, this guide has covered everything you need to know. Make sure to follow the steps carefully to ensure a smooth return or exchange experience.

With free return shipping for purchases from Hoka.com and a generous 30-day return window, you can shop with confidence knowing that Hoka has you covered.

Please Note: Return policies can change over time. While this article aims to provide accurate information based on the policy at the time of writing, it’s always a good idea to double-check the return policy on official Hoka website for the most up-to-date return policy details. For any specific questions or situations not covered here, the official website or contacting Hoka Customer Service directly is the best resource.