Returns & Faulty Items

Our straightforward returns process makes it easy to return unwanted items.

RETURNS CONDITIONS
If you change your mind, you can return any unwanted products, including sale items, provided the following conditions are met.

PURCHASE DATE
Items must have been purchased within the last 30 days, with proof of purchase available.

ITEM CONDITION
Items must be unused, unwashed, and undamaged.

PACKAGING
Items must be returned in their original, intact packaging.

RETURNING A PURCHASE MADE ONLINE
Eligible online purchases are only returnable by post. To start your return, head to our Online Returns Portal, and follow the prompts to purchase and print your $10 return shipping label.

Take care to package your return, and then post your item at the Post Office.
Noting that if your shoebox is taped or has postal stickers attached, we cannot accept your return.

Once we receive your return, a refund will be issued within 5 business days to your original payment method, along with an email confirmation. We are unable to facilitate exchanges on items returned via the post.

In some instances, it is possible to return an item that was gifted to you.

You are welcome to return a gift, provided proof of purchase can be supplied, and any items being returned meet our Returns Policy.

RETURNING ITEMS PURCHASED ONLINE
It is important to note that a refund is automatically issued to the original payment method used. As this is an automatic process, it is not possible to change the account the refund will be deposited to.

Your proof of purchase is both emailed to you, and stored safely in your account.

FOR PURCHASES MADE ONLINE
Your Online Order Confirmation email serves as both your proof of purchase, and as a Tax Invoice.

If you are unable to locate your Online Order Confirmation, your purchase history can be accessed by logging in to your online Account. If you checked out as a guest you can retrospectively create an account with the email addressed used, and your purchase history will be visible to you there.

We offer a seamless postal returns process supported by NZ Post.

FIRST, CHECK OUR RETURN CONDITIONS
If you change your mind about any product in your online purchase, you can return it by post for a full refund, provided it meets the conditions outlined in our Change of Mind Returns Policy.

BOOK YOUR POSTAL RETURN
Then head to our Online Returns Portal to initiate a return. Take care when entering your order number and email address as both fields are case sensitive - order number can be found on your order confirmation. 

Provide a reason for the return, and purchase and print your $10 return shipping label.

PACK AND SEND YOUR RETURN
Take care to ensure all items being returned, and their packaging, arrive undamaged. Noting that if your shoebox is taped or has postal stickers attached, we cannot accept your return.

Once packed in to a suitable mailer, affix the return label to the parcel, and drop it off at an NZ Post Office, being sure to obtain a lodgment receipt.

A returns tracking link will be emailed to you once your return is on its way to us.

CANCEL YOUR POSTAL RETURN
If you've arranged a returns label but have had a change of heart, we can cancel it and issue a refund for the label at your request.

Successful returns are refunded to your original payment method, once accepted by our warehouse.

TRACKING YOUR RETURN
A returns tracking link will be emailed to you once your return is on its way to us. You can also use the tracking link available on the NZ Post website to view the status of your return at any time.

PROCESSING AND REFUNDING YOUR RETURN
When we receive your return our Team will carefully unpack, inspect, and warehouse, all items.

Once the return is accepted, a refund will be issued within 5 business days to your original payment method, and you will receive confirmation of this via email.

Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.

Our returns portal is case and character sensitive.

COMMON REASONS
We have strong data validation within our Online Returns Portal to prevent any errors during the processing of your return and refund. If your order isn't recognised, we recommend checking:

ORDER NUMBER
Must be entered without any character prefixes, such as hashes or dashes.

EMAIL ADDRESS
Take note of any capitalisation in the email address listed on your Order Confirmations, some devices will capitalise names when checking out. If this has occurred, your email address needs to be inputted in the returns portal, exactly as it was at checkout.

PURCHASE DATE
Orders being returned must have been purchased within the last 30 days.

If an item you've had for a while develops an issue, we can review it. 

At HOKA New Zealand, we stand by the quality of our products. We provide a 6-month warranty against defects on all footwear from the date of purchase. Please note that general wear and tear, including the natural breakdown of colors and materials over time, is not covered by this warranty, as it is not considered a manufacturing defect.

ITEMS PURCHASED ONLINE
Please submit your item for assessment via our Online Returns Portal, selecting “faulty” as your return reason. You will be prompted to provide images of the item clearly showing the issue.

A faulty assessment is completed within 5 business days, with next steps communicated via email.

If the Online Returns Portal no longer recognises your order, please submit an email enquiry with "faulty product" as the request type, and our Team will assist you there.

ITEMS PURCHASED FROM A THIRD PARTY
It is necessary to contact the original retailer for assistance. Authorised stockists are responsible for resolving issues with the products they sell, and should not direct consumers to the manufacturer, this responsibility does prohibit us from assisting you directly.

INTERNATIONALLY PURCHASED ITEMS
Our global distributors are ready to help if a product you bought overseas encounters any issues. If you're struggling to find contact information for the country of purchase, our team can potentially provide assistance in locating those.