EXCHANGE AND RETURNS
We gladly accept returns for an exchange or refund within 30 days of the original invoice date from customers who purchased their Hoka One One product from this website. Your satisfaction is our priority and we hope that your order has met your expectations.
When you receive your Hoka One One footwear, we ask you to take reasonable care of it, trying it out on a clean, indoor and preferably carpeted surface to ensure you have the correct fit. We consider 'reasonable care' to include that goods have not been damaged, washed, altered or excessively worn. We cannot refund goods of which you have not taken reasonable care.
Please note that products must be returned to our warehouse in the Netherlands (from where they are shipped) and we can only process like for like exchanges for a different colour or size of the SAME STYLE.
Please return the goods using the Returns Form received with your order; fill out the form, enclose it inside your parcel and send it using an insured, trackable method such as Fedex, DHL (or similar courier of your choice). Please note that you will be required to arrange and pay for the goods to be returned to us (except in the case of a faulty item), in the case of a refund we will refund the value of the goods only.
Please allow 5-15 working days from the date we receive the goods for your item to be sent in exchange or for your refund to be processed. All refunds will be in the same form as the original payment.
The Hoka One One warranty applies to footwear less than one year old from date of purchase. It applies to defective materials and workmanship and does not cover items which have been washed, altered, excessively worn or of which you have not taken reasonable care. All items sent to Hoka One One which are past one year from date of purchase will be evaluated on a case-by-case basis.
We gladly accept returns from customers who purchased their Hoka One One product from www.hokaoneone.eu or the Hoka One One EU call centre. We are unable to offer an exchange or refund for products not purchased directly from us, please return to the original place of purchase if you did not buy the product directly from our website or call centre.
Please note that Hoka One One can only offer an exchange or refund, we do not perform repairs. Proof of purchase must be supplied in order for us to process a refund.
Items returned for defect evaluation will be processed in the order in which they are received. Evaluations can take 5 to 15 working days.
In order for us to properly process your return, it is important that you enclose a returns form, please contact our customer service team
so they can supply this by email. Please ensure you fill in all the fields including the reason for return, which items you are returning, the original invoice number and proof of purchase.
Please enclose the completed form inside your parcel and ship it via a trackable, adequately insured shipping method to the return address provided on the form.