Returns

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.

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.

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 as a new order. 

If you have purchased your HOKAs from a third-party retailer and not directly from hoka.com/en/nz/, we will be unable to assist you with a return, exchange or faulty claim. We require, for any exchange or return, an official HOKA New Zealand 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 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. 

PayPal 

We'll initiate your refund, and PayPal will then credit the refund according to how the original payment was made. If you paid with credit/debit card, the money will be refunded to your card. If you paid with PayPal balance, the money will be refunded to your PayPal balance. 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.