FREQUENTLY ASKED QUESTIONS
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Delivery Information
Our delivery options, timeframes and costs are as below:
IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays).
*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of HOKA.
Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.
Authority to Leave:
When you place your order, Authority to Leave will be given as a default. This means that the courier does not require a signature and if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. For further information, please see here.
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Holiday Returns & Delivery Cut-Off Dates
The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.
Extended Holiday Returns Policy:
All in-store and online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.
Orders made beyond this timeframe will follow our regular 30-day return policy.
Order Cut-Off Dates:
*Please Note: All times listed are in Local Time
Express Delivery:
*Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of HOKA.
From everyone at HOKA, we wish you a very happy holiday and new year.
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How do I track my order?
Once your order has been processed and is ready for dispatch, you'll receive an email from our courier with a tracking number and a link to track its delivery. Your tracking number will become active once the driver has picked up and scanned your parcel.
Alternatively, enter your tracking number on the StarTrack website here for delivery updates.
See our Delivery Timeframes to estimate the arrival of your order.
Read full article
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How should I care for my HOKA's?
Follow these simple steps to keep your HOKA's looking good, well into the future.
Do : Clean your HOKA's ASAP if they get dirty or wet to prevent any long term damage.
Don't : Wash your HOKA's in the washing machine or use bleach to clean them. This will age them rapidly; glue and other fastenings can be damaged in the wash.
How to clean your HOKA footwear
- Disassemble your shoes. Remove the insole and laces for a thorough clean.
- Wash the laces. Throw them in with your clothes laundry and wash on a cold setting with your regular detergent. Pro tip: Place in a laundry bag or sock so they don't get lost.
- Remove dirt from the upper and outsole. A small brush or towel works well.
- Scrub clean. Create a soapy mixture of water and laundry detergent, and gently work into dirty areas using a towel or soft bristle brush.
- Wipe down. Use a clean, dry cloth to wipe of excess soap and cleanser.
- Allow shoes to dry naturally, away from direct heat or sunlight.
Read full article
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What can I do if my HOKAs are squeaking?
Squeaky shoes are often caused by moisture or friction within parts of the shoe.
The easiest way to stop squeaky shoes is to use baby/talcum powder:
- If possible, remove the inner sole of the shoe and loosen the laces.
- Sprinkle baby/talcum powder on the underside of the innersole as well as inside the shoe.
- Let the powder sit overnight to absorb any moisture. Shake out the excess powder the following day.
If this doesn't do the trick and you believe that your HOKAs may be faulty, please see here for instructions on initiating a faulty assessment.
If you're located outside of Australia, please contact your local HOKA distributor for further assistance:
Read full article
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Does HOKA have a warranty?
HOKA stands behind its products with an assurance of quality materials and workmanship.
Warranty period
We offer a 6-month warranty on all footwear from the date of purchase.
Warranty conditions
If your item(s) meet the below criteria, we will gladly issue you a full refund.
- The item is faulty and is not of acceptable quality
- The product is not fit for its intended, advertised purpose
- The product does not match the sample or our description
Note: This warranty also does not cover any defects due to normal wear and tear, damage due to misuse, alteration of the product, negligence or improper fit.
What’s next?
If you believe your item may have a manufacturing fault, please submit your item for assessment via our Returns Portal here and choose ‘Faulty’ as your return reason. You will be prompted to provide images of the item, clearly showing the fault. If your item is deemed faulty, you'll be issued a full refund. Please note, we cannot facilitate exchanges online.
I purchased the item from another retailer/stockist (not directly from HOKA)
Unfortunately, our Time to Fly team are unable to assist with any third-party retailer warranty claims. Please reach out to the retailer for a faulty/warranty claim and assessment as your details and payment history will sit safely within their system.
Read full article
Our delivery options, timeframes and costs are as below:
IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays).
*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of HOKA.
Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.
Authority to Leave:
When you place your order, Authority to Leave will be given as a default. This means that the courier does not require a signature and if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. For further information, please see here.
The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.
Extended Holiday Returns Policy:
All in-store and online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.
Orders made beyond this timeframe will follow our regular 30-day return policy.
Order Cut-Off Dates:
*Please Note: All times listed are in Local Time
Express Delivery:
*Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of HOKA.
From everyone at HOKA, we wish you a very happy holiday and new year.
Read full articleOnce your order has been processed and is ready for dispatch, you'll receive an email from our courier with a tracking number and a link to track its delivery. Your tracking number will become active once the driver has picked up and scanned your parcel.
Alternatively, enter your tracking number on the StarTrack website here for delivery updates.
See our Delivery Timeframes to estimate the arrival of your order.
Read full article
Follow these simple steps to keep your HOKA's looking good, well into the future.
Do : Clean your HOKA's ASAP if they get dirty or wet to prevent any long term damage.
Don't : Wash your HOKA's in the washing machine or use bleach to clean them. This will age them rapidly; glue and other fastenings can be damaged in the wash.
How to clean your HOKA footwear
- Disassemble your shoes. Remove the insole and laces for a thorough clean.
- Wash the laces. Throw them in with your clothes laundry and wash on a cold setting with your regular detergent. Pro tip: Place in a laundry bag or sock so they don't get lost.
- Remove dirt from the upper and outsole. A small brush or towel works well.
- Scrub clean. Create a soapy mixture of water and laundry detergent, and gently work into dirty areas using a towel or soft bristle brush.
- Wipe down. Use a clean, dry cloth to wipe of excess soap and cleanser.
- Allow shoes to dry naturally, away from direct heat or sunlight.
Read full article
Squeaky shoes are often caused by moisture or friction within parts of the shoe.
The easiest way to stop squeaky shoes is to use baby/talcum powder:
- If possible, remove the inner sole of the shoe and loosen the laces.
- Sprinkle baby/talcum powder on the underside of the innersole as well as inside the shoe.
- Let the powder sit overnight to absorb any moisture. Shake out the excess powder the following day.
If this doesn't do the trick and you believe that your HOKAs may be faulty, please see here for instructions on initiating a faulty assessment.
If you're located outside of Australia, please contact your local HOKA distributor for further assistance:
Read full articleHOKA stands behind its products with an assurance of quality materials and workmanship.
Warranty period
We offer a 6-month warranty on all footwear from the date of purchase.
Warranty conditions
If your item(s) meet the below criteria, we will gladly issue you a full refund.
- The item is faulty and is not of acceptable quality
- The product is not fit for its intended, advertised purpose
- The product does not match the sample or our description
Note: This warranty also does not cover any defects due to normal wear and tear, damage due to misuse, alteration of the product, negligence or improper fit.
What’s next?
If you believe your item may have a manufacturing fault, please submit your item for assessment via our Returns Portal here and choose ‘Faulty’ as your return reason. You will be prompted to provide images of the item, clearly showing the fault. If your item is deemed faulty, you'll be issued a full refund. Please note, we cannot facilitate exchanges online.
I purchased the item from another retailer/stockist (not directly from HOKA)
Unfortunately, our Time to Fly team are unable to assist with any third-party retailer warranty claims. Please reach out to the retailer for a faulty/warranty claim and assessment as your details and payment history will sit safely within their system.
Read full article