RETURNS & EXCHANGES

1. Ensure return conditions are met 
Before booking your return online, check that your item meets our returns conditions below.  

• Item(s) were purchased within the last 30 days and proof of purchase can be provided
• Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached 
• Item(s) are in original, undamaged packaging or shoebox 

If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.

2. Package your return 

Place the return into a satchel or box so that the product arrives protected and undamaged. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.

Do not use the shoebox as a postage box. If the shoebox is taped, damaged or has postal stickers attached, we cannot accept your return.

3. Book your return 

Once packaged safely, click here to book your return. Follow the prompts to pay for and print a returns shipping label. Then 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 return label includes a QR code which can be scanned at the Post Office and a label printed for you
  
  

What's next?  

Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.

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.

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.

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. 

Do not use the shoebox as an external postage box, we require the original shoebox, unmarked and in its original condition. 

You will be refunded according to your original payment method within 2-5 business days* of your return being processed. 

Debit or credit card 

Your refund will reflect in your account within 2-5 business days of your return being processed. 

PayPal 

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. 

Afterpay 

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. 

Please allow an additional 1-2 business days for refund processing over sales periods and public holidays..

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. 

We will gladly accept returns of sale items, provided they meet the return conditions stated in our Returns Policy. 

Click here for information on how to book your online return. 

We’re sorry to hear your HOKAs may have a manufacturing fault!  

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 from another retailer/stockist (not directly from HOKA) 

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.  

Purchases made online from overseas distributors, outlets or third-party websites such as eBay or Amazon cannot be exchanged, replaced or returned by HOKA Australia; we advise you to contact the place of purchase for any warranty claims.
We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

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.