How do I book a return?
1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item(s) meet our return conditions below:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unused, unwashed, or otherwise undamaged
- Item(s) are in original, undamaged packaging (shoes in original shoebox, apparel with original hang tags attached)
2. PACKAGE YOUR RETURN
Place your return into a satchel or box so that the product arrives protected and undamaged.
Do not use the shoebox as an external postage box. Any orders returned in a taped-up or damaged shoebox, or with the label stuck to the shoebox, will be rejected and returned to sender.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Follow the prompts to pay for and print a return shipping label. Attach the label to your parcel and drop it off at your nearest Post Office.
- Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
- Entering your order number: Your order number will start with HOKAU. Do not include the # or any other symbols.
- Don't have a printer at home? Your returns label includes a QR code which can be scanned and printed at the Post Office.
- Tracking your return: A returns tracking link will be emailed to you when you finalise your return.
Once your return arrives back with us, please allow 2-3 business days for this to be processed. You'll then be refunded via your original payment method and notified via email - please allow up to 5 business days for the funds to reflect in your account.
Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.READ FULL ARTICLE
How much does it cost to return an item?
Return shipping costs are payable by the customer. When booking an online return you will be prompted to pay a flat, $10 fee for a prepaid shipping label.
After you've completed the return booking process, you'll receive an email containing your prepaid label to print and secure to your return parcel. Click here for more information on booking an online return.READ FULL ARTICLE
Can I exchange my online purchase?
Unfortunately, we do not offer online exchanges. Feel free to send your order back for a refund via our Returns Portal.
If you wish to get a different style or size, this will just need to be re-purchased online at your convenience.READ FULL ARTICLE
How should I package my return?
If you're returning an item via post, please make sure the original packaging/shoebox is undamaged.
Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
READ FULL ARTICLE
Do not use the shoebox as an external postage box, we require the original shoebox, unmarked and in its original condition. Any orders returned in a taped-up or damaged shoebox, or with the label stuck to the shoebox, will be rejected and returned to sender.
Can I return a sale item?
We will gladly accept returns of sale items, provided they meet the return conditions stated in our Returns Policy.
Click here for instructions on returning your order.READ FULL ARTICLE
How will I receive my refund?
You will be refunded via your original payment method within 2-5 business days* of your return being processed.
Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.
Debit or credit card
Your refund will be processed onto the card that you originally used to pay for the order. The refund will reflect in your account within 2-5 business days of your return being processed.
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. For more information on PayPal refunds, click here.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For a comprehensive breakdown of refunds with Afterpay, click here.
READ FULL ARTICLE
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
Can I return my HOKAs if I didn't purchase directly from HOKA Australia?
If you have purchased your HOKAs from a third-party retailer and not directly from hoka.com/en/au, we will be unable to assist you with a return, exchange or faulty claim. We require, for any exchange or return, an official HOKA Australia receipt.
Please reach out to the original retailer for returns, exchanges or lodging a faulty claim as your details and payment history will sit safely within their system.
PLEASE NOTE: Purchases made online from overseas distributors cannot be exchanged, replaced or returned by HOKA Australia, and we advise you to contact the country of purchase for further assistance. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.
Can I return my item to your warehouse in-person?
We are unable to accept returns at our warehouse or office due to OH&S restrictions. Please follow our approved return procedures to ensure your return is processed correctly.
I believe my item is faulty?
We’re sorry to hear your HOKAs may have a manufacturing fault! We recommend the following based on your original purchase method:
I purchased the item online at hoka.com/en/au
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 and product from all angles. If your item is deemed faulty, you'll be issued a full refund. Please note, we cannot facilitate exchanges online.
I purchased the item at a HOKA brand store
Please visit any of our official HOKA stores, along with proof of purchase and speak to a manager for an assessment. If the item is deemed faulty, the manager can help you with a refund or exchange, pending stock availability. View our store locator HERE.
I purchased the item from another retailer/stockist (not directly from a HOKA brand store or hoka.com/en/au)
Unfortunately, we will not be able to assist you with a faulty claim as we will require, for any exchange or return, an official HOKA receipt. Please reach out to the retailer for a faulty claim and assessment as your details and payment history will sit safely within their system.READ FULL ARTICLE