What are your delivery cut-off dates for the Holiday Season?
The lead up to the holiday season is one of the busiest times of the year and we want to make sure your order arrives at your doorstep on time.
Please see our delivery cut off dates below:
CUT OFF DATE & LOCAL TIME
Canberra 18th December - 12pm New South Wales 18th December - 12pm Northern Territory 13th December - 10:30am Queensland 18th December - 11am South Australia 18th December - 12pm Tasmania 18th December - 12pm Victoria 18th December - 12pm Western Australia 15th December - 9am
*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, happy holidays and we wish you a very successful new year.READ FULL ARTICLE
How long does delivery take?
Just placed an order? All orders are shipped using Express StarTrack delivery.
LOCATION DELIVERY TIME Australian Metropolitan 1-3 Business Days Australian Rural 4-7 Business Days
* Delivery timeframes are estimates only, and may vary with peak sale periods, COVID-19 related impacts, possible courier delivery issues, and other influences beyond the control of HOKA.
Do I need to sign for delivery?
If 'Authority to Leave' is selected during checkout, our courier will not require a signature for delivery and will leave the parcel in a safe place if no one is home. HOKA cannot be held responsible for lost or stolen orders after they have been delivered. Click here for more info.
How much is delivery?
SHIPPING - Australia
Shipping is FREE on all orders over $150.
A flat rate of $10 per order applies for orders under $150.
All orders are shipped using Express StarTrack delivery.READ FULL ARTICLE
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.
When will my order be dispatched?
We aim to pack and dispatch online orders within 1-3 business days. Once your order is dispatched, you will receive an email notification with a tracking number.READ FULL ARTICLE
Please note: During peak periods (sales or public holidays), dispatch times may be longer.
Why haven't I received my order confirmation?
If you haven't received an order confirmation via email shortly after your purchase this may be due to:
- A small typo in the email address entered at the checkout
- Your order is still processing in our systems
- The email has been marked as spam and has been moved to your junk/spam folder
If you still haven't received it within 24 hours, contact our Time to Fly team here with the info below and we'll locate and resend your order confirmation.
- First name and last name the order was placed under
- Date when the order was placed
- Payment method used
UPDATES & CANCELLATIONS
Can I cancel my order?
Should you wish to cancel your order, please contact our Time To Fly Team as soon as possible, either via email or on 1800 749 221. We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times, we cannot guarantee this.
Please note that we are unable to cancel orders after items have been shipped. Once you receive your item(s), you can easily return them in accordance with our Returns Policy.
Can I update my delivery address after I've placed my order?
Our team work quickly to get orders picked, packed and out the door to you. However, there is a short window of time before it's ready to be shipped that we can try and update the address for you.
Please contact our Time to Fly team on 1800 749 221. We'll do our best to update the delivery address, however, due to quick turnaround times for our orders, we cannot guarantee this.
If unable to do so, please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address.
Important to note:
Any address updates done by StarTrack will add an additional business day for delivery on top of the standard delivery time.
Can I change the size or colour of an item after I've placed my order?
Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order.
If you notice that you've made a mistake on your order, please contact our Time To Fly Team as soon as possible, either via email or on 1800 749 221. There is a short window of time before its packed, in which we will attempt to cancel the order for you so that you can reorder the correct size, colour or item.
Please note that we are unable to cancel orders after items have been shipped. Once you receive your item(s), you can easily return them in accordance with our Returns Policy.READ FULL ARTICLE
Why haven't I received any tracking information?
If you haven't yet received a tracking number, it just means we're working on processing your order.
You'll receive an automated notification with your tracking number once your order has been dispatched.
We also recommend checking your spam/junk inbox as it can sometimes land in there.
You can check out our Delivery Timeframes to help you estimate the arrival of your order.READ FULL ARTICLE
What do I do if I've received the wrong order or my item has arrived damaged?
We apologise if you haven't received what you ordered or your item has arrived damaged. Please follow the below steps so our Time to Fly team can assist you.
- Visit our Guest Portal here and enter your order number (starts with HOKAAU) and email address.
- Follow the steps and select 'dispatch error' as your reason for return.
- Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
- Hit submit. Our Time to Fly team will review your claim.
- If approved, you'll be sent a follow-up email with further details.
Why was my delivery returned to sender?
If our courier partners cannot leave the parcel unattended at your delivery address, it will be dropped off at the nearest post office for you to collect.
Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to the sender and unfortunately, we cannot send the parcel back out to you.
Rest assured that you will be refunded once your parcel makes its way back to the warehouse.
We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.
We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.READ FULL ARTICLE