Returns, Exchanges, and Warranty

How long will it take for my order to be delivered?

We ship from our warehouse in Netherlands, shipping times vary by location and a signature will be required upon delivery. Please visit our shipping information page for details of pricing and estimated shipping times to your location.

How do I make a return?

We gladly accept returns within 30 days of the date of receipt from customers who purchased their HOKA® product from www.hokaoneone.eu
Your satisfaction is our priority and we hope that your order has met your expectations. If you change your mind about any of the products for any reason, you may return the product within 30 days of receipt for an exchange or refund. Please note we can only process like for like exchanges for a different colour or size of the SAME STYLE.
You may return goods and receive an exchange or full refund providing that the goods have not been worn, damaged, washed or altered. Please note we cannot exchange or refund items of which you have not taken reasonable care. We cannot refund shipping costs except in cases of faulty products.
We recommend that the goods are returned using the Return Form received with your order. Please note that you will be required to arrange and pay for the goods to be returned to us, in the case of a refund we will refund the value of the goods only. All packages should be sent using a trackable method; HOKA is not responsible for packages sent by consumers and lost in transit.
Please allow 10 working days from the date your item is sent back for your refund or exchange to be processed. All refunds will be in the same form as the original payment, the time it takes for the funds to reach your account once we process the refund is dependent on your bank or card issuer. Please visit our returns policy page if you need more information.
Please keep in mind all return requests (exchange/refund) will be processed as received. We cannot make any changes to the return or action requested upon receipt.

I bought my items from a HOKA® authorized retailer how can I return or exchange?

If you purchased your HOKA® product from an Authorized HOKA® retailer, please return to them for assistance. If they are unable to help you please call our customer service team on 0808 234 0518 and they will assist you.

What is the warranty for HOKA footwear, and how does this work?

The HOKA warranty applies to footwear less than one year old from date of purchase. It applies to defective materials and workmanship. All items sent to HOKA which are past one year old from date of purchase will be evaluated on a case by case basis.
If a product is not deemed defective, it will be returned to the customer.
All packages should be sent in via a trackable method as HOKA is not responsible for packages lost in transit that consumers have sent to them. Please allow 10 working days for us to process your warranty claim on receipt of your parcel.

Shipping

What kind of shipping methods do you use and what are the costs?

We offer standard delivery via courier from our Netherlands warehouse, a signature will be required upon delivery. Shipping times vary by location, please visit our shipping information page for details of pricing and estimated shipping times to your location.

Do you offer insurance options?

Insurance is included as part of our standard delivery service. If you experience any problems with your order please contact us.

What methods of payment does HOKA accept?

We accept American Express, MasterCard, Visa, When using your credit card, please provide your credit card billing address if different from the shipping address and daytime/nighttime phone numbers. If the billing address or the security code does not match that which is on file at the financial institution, if authorization is not given for any reason, or if the issuing bank cannot support verification efforts, we reserve the right to cancel the order without notification.

Do I pay tax charges on my order?

Tax charges are determined by your government and are covered in the cost of your order. Please note the buyer is responsible for all international duties and taxes incurred during shipping from the Netherlands to Croatia, Norway and Switzerland.

What is a Credit Card Identification number?

For Visa, MasterCard, and Discover this number is the last 3 digits on back of your card on the signature strip. For American Express this number is the 4 digits above card number at the right on the front of your card.

Does HOKA offer a price adjustment for clearance items?

Price adjustments:
If an item you purchased has been recently reduced in price, we will accommodate a price adjustment within 14 days from your order date. This does not apply to merchandise purchased at already reduced prices.

In what currency are the prices on the website?

Euros

Do you price match?

No, we do not price match with other retailers or website offers.

Will my credit card and personal details be protected when I make purchases HOKA®?

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software which encrypts information you input. We reveal only the last four digits of your credit or debit card number when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.
It is important for you to protect against unauthorised access to your account, your password and your computer. Be sure to log out of your account when finished, especially when using a shared computer.

Will my credit card and personal details be protected when I make purchases HOKA®?

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software which encrypts information you input. We reveal only the last four digits of your credit or debit card number when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.
It is important for you to protect against unauthorised access to your account, your password and your computer. Be sure to log out of your account when finished, especially when using a shared computer.

Other Questions

How do I find my proper size?

To ensure you order the correct size, please review our sizing information.

How do I track my order?

You will be emailed details of how to track your order with our courier once it has been despatched. Once despatched, you may also enter your Order Number and the postcode of your Billing Address to track your order here.

What happens if my order is damaged in shipment?

If you receive your order and the products are damaged, please contact us and we will be happy to assist you to resolve the issue.

How do I find my order status?

You may check your order status by logging into "My Account" and click the order status link. This site will provide you with the most up to date information on your order. You may also contact us to check your order status.

How do I cancel my order?

It is our priority to ensure that you receive your order as soon as possible. It will not be possible to cancel or amend an order once it has been processed, so please get in touch as soon as possible if you change your mind. If the order has already been shipped, please return the delivery when it arrives so it will be returned to our warehouse.

How do I know if an item is in stock?

When an item is in stock, the colour and size will be available to select in the drop down boxes on the product pages. If the item is out of stock, you will not be able to select the colour and size.

Who do I contact if there is a problem with my order?

If you experience any problems with your order please contact our customer service team on 0808 234 0518, we will be happy to help you.

How can I modify my profile or my personal data?

You may modify your profile and personal data by visiting the My Account section. When inside My Account click on My Personal Information to edit your details.

How do I subscribe to the emailing lists?

To subscribe to our email lists please enter your email address in the Email Sign Up field, located on the lower right hand corner of our site.

Will I be notified if an item in my order becomes out of stock?

If an item within your order becomes out of stock after your purchase, we will contact you by email to let you know.

Will HOKA® share my personal data with third parties?

Information about our customers is an important part of our business. We share customer information only as described below.
Agents: We employ other firms to perform functions on our behalf. Examples include fulfilling orders, delivering packages, sending postal mail and e-mail, removing repetitive information from customer lists, analysing data, providing marketing assistance, providing search results and links (including paid listings and links), and processing credit card payments. They have access to personal information needed to perform their functions but are contractually obligated to protect personal information.
Trading Partners: Deckers Consumer Direct Corporation's product lines are offered internationally in conjunction with select international trading partners. Any personal information shared with these trading partners is protected and may be used according to the guidelines contained herein.
Protection of Deckers Outdoor and others: We release account and other personal information when we believe release is appropriate to comply with the law; enforce or apply our Conditions of Use and other agreements; or protect the rights, property, or safety of Deckers Consumer Direct Corporation, our users, or others. This includes exchanging information with other companies and organizations for fraud protection and credit risk reduction. Obviously, however, this does not include selling, renting, sharing, or otherwise disclosing personally identifiable information from customers for commercial purposes in violation of the commitments set forth in this Privacy Notice.
With your consent. Other than as set out above, you will receive notice when information about you might go to third parties, except as provided below, and you will have the opportunity to choose not to share the information. The exception to this is if Deckers Outdoor is ordered to produce such information through valid subpoena or court order. In those situations, Deckers Outdoor will comply with the subpoena and/or court order and will not be required to provide you with any notice.

What is HOKA® privacy policy?

The Deckers Consumer Direct Corporation family of product lines (Teva, UGG Australia, Hoka, Tsubo, Sanuk, Ahnu and Mozo) and accompanying domestic (teva-eu.com, uggaustralia.eu) and international websites takes the protection and proper use of your personal information seriously. We respect your privacy and take great care to safeguard information in our possession. Your preferences for use of your information are our highest priority. For More Information Privacy Policy

What should I be paying attention to when trying a shoe on?

When you receive your new shoes, please test them on a clean and preferably carpeted indoor surface for a minimum of one hour to ensure that they fit comfortably. You should not have excessive room in front of your toes, nor should your toes be pushed against the front of the shoe - these may be signs that you require a different size. Try on both shoes: most people have one foot slightly larger than the other.

What happens if I am not available when the courier delivers the package?

If you are unavailable at the time of delivery, the courier will leave a note with information about the next delivery attempt. This will occur twice. You will also be provided with contact detail for the courier in case you wish to change the delivery date or request the package is left with a neighbour.