FREQUENTLY ASKED QUESTIONS
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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 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:
Important to note: In order to have access to a full range of stock, we ship some orders from our Australian warehouse to ensure you don't miss out on anything. Orders shipped from the Australian warehouse may take up to 10 business days, so we strongly suggest ordering in advance to make sure you receive your order on time in the event that it is dispatched from Australia.
*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 article
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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.
Dispatch Information:
Orders shipped from the Australian warehouse may take up to 11 business days. We do our best to fill your orders from our New Zealand warehouses, but there are occasions when we fulfil from our Australian warehouses to ensure that you don’t miss out on anything you’ve ordered.
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 the courier the right to override this instruction in the instance that they deem your order unsafe to leave unattended. If you do not provide Authority to Leave, your delivery will be redirected to your local post office if nobody is home to accept it. For further information, please see here.
Read full article
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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.
You can enter your tracking number here:
See our Delivery Timeframes to estimate the arrival of your order.
Read full article
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What is your returns policy?
Please note: All online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. For further information on holiday returns, please see here.
We want you to be 100% satisfied with your purchase. If you change your mind, we're happy to accept all returns, provided the following conditions are met:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
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Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
- Item(s) are in original, undamaged packaging or shoebox
Please note: We cannot accept your return if the shoebox is taped, damaged or has postal stickers attached.
RETURN ONLINE
We don't have any HOKA stores in New Zealand just yet so please return your item online! Click the link below to start your return. Follow the prompts to purchase and print your return shipping label, then post your item at the Post Office. Return shipping costs are payable by the customer. HOKA does not offer online exchanges - Please post your item back to us for a refund and place a new order. Click here for more information on how to book your online return.
Start your return HERE.
Package your return: Shoeboxes must be protected by a satchel or similar.
EXCHANGES
We do not offer direct online exchanges.
If you wish to return online, please post your item back to us for a refund and place a new order.
REFUNDS
Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. Click here for more information.
Please note, any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.
Read full article
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How do I return my order?
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 HOKNZ. 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.
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 NZ)
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
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 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:
Important to note: In order to have access to a full range of stock, we ship some orders from our Australian warehouse to ensure you don't miss out on anything. Orders shipped from the Australian warehouse may take up to 10 business days, so we strongly suggest ordering in advance to make sure you receive your order on time in the event that it is dispatched from Australia.
*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 articleOur 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.
Dispatch Information:
Orders shipped from the Australian warehouse may take up to 11 business days. We do our best to fill your orders from our New Zealand warehouses, but there are occasions when we fulfil from our Australian warehouses to ensure that you don’t miss out on anything you’ve ordered.
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 the courier the right to override this instruction in the instance that they deem your order unsafe to leave unattended. If you do not provide Authority to Leave, your delivery will be redirected to your local post office if nobody is home to accept it. For further information, please see here.
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.
You can enter your tracking number here:
See our Delivery Timeframes to estimate the arrival of your order.
Read full article
Please note: All online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. For further information on holiday returns, please see here.
We want you to be 100% satisfied with your purchase. If you change your mind, we're happy to accept all returns, provided the following conditions are met:
- 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
Please note: We cannot accept your return if the shoebox is taped, damaged or has postal stickers attached.
RETURN ONLINE
We don't have any HOKA stores in New Zealand just yet so please return your item online! Click the link below to start your return. Follow the prompts to purchase and print your return shipping label, then post your item at the Post Office. Return shipping costs are payable by the customer. HOKA does not offer online exchanges - Please post your item back to us for a refund and place a new order. Click here for more information on how to book your online return.
Start your return HERE.
Package your return: Shoeboxes must be protected by a satchel or similar.
EXCHANGES
We do not offer direct online exchanges.
If you wish to return online, please post your item back to us for a refund and place a new order.
REFUNDS
Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. Click here for more information.
Please note, any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.
Read full article1. 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 HOKNZ. 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.
Read full article
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 NZ)
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