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
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
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.
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 as a new order.READ FULL ARTICLE
Can I return my HOKAs if I didn't purchase directly from HOKA New Zealand?
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.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.
How will I receive my refund?
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.
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.
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..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 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 information on how to book your online return.READ FULL ARTICLE
I believe my item is faulty?
We’re sorry to hear your HOKA's 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 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 NZ)
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
Can I return HOKA shoes I purchased overseas?
Purchases made online from overseas distributors, outlets or third-party websites such as eBay or Amazon cannot be exchanged, replaced or returned by HOKA New Zealand; we advise you to contact the place of purchase for any warranty claims.READ FULL ARTICLE
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.