Last Updated: December 2023

Our Commitment to Your Satisfaction

At Hoka Shoes Sale, we’re dedicated to helping athletes and active individuals achieve peak performance with our premium athletic footwear. We understand that finding the perfect fit is essential for your active lifestyle, which is why we offer a straightforward returns and exchanges process for your convenience.

Return & Exchange Timeframe

You may return or exchange items within 15 days from the date you receive your order. This gives you ample time to ensure your footwear meets your performance needs.

Eligibility Requirements

  • Items must be in original, unworn condition
  • Original packaging and tags must be included
  • Proof of purchase required
  • Customized or personalized items cannot be returned

⚠️ Important Note on Hygiene-Sensitive Items

For health and hygiene reasons, we cannot accept returns on items where the hygiene strip has been removed or shows signs of wear. This is particularly important for athletic footwear where direct foot contact occurs.

Step-by-Step Return Process

Step 1: Initiate Your Return Request

Contact our customer service team within the 15-day return window using the template below:

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:
Dear Hoka Shoes Sale Team,

I would like to request a [return/exchange] for my recent purchase.

Order Number: [Your Order Number]
Product Name: [Product Name]
Size: [Size]
Reason for Return/Exchange: [Please specify reason]
Preferred Resolution: [Refund/Exchange for different size/Exchange for different product]
If Exchange: [Preferred alternative size or product]

I confirm that the item is in its original condition, unworn, and includes all original packaging and tags.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with:

  • Return authorization number
  • Shipping instructions and return address
  • Return shipping label (if applicable)

Step 3: Package and Ship Your Return

Please include:

  • Item in original condition
  • All original packaging and tags
  • Copy of your order confirmation or packing slip
  • Return authorization number clearly visible on the package

Step 4: Processing Your Return

Once we receive your return, we will:

  • Inspect the item within 3-5 business days
  • Process your refund or exchange
  • Send confirmation email

Refund Information

Refund Timeline

  • Credit Card Payments: 5-10 business days after return processing
  • PayPal Payments: 3-5 business days after return processing
  • Bank Transfers: 7-14 business days after return processing

Deductions

Please note:

  • Original shipping fees are non-refundable
  • Return shipping costs are the customer’s responsibility unless the return is due to our error
  • Refunds will be issued to the original payment method

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive and inspect your return
  • Exchanges are subject to product availability
  • If your preferred exchange item is unavailable, we’ll issue a refund
  • No additional shipping charges for size exchanges

International Returns

As we serve athletes worldwide (excluding some parts of Asia and select remote locations):

  • International customers are responsible for return shipping costs
  • Customs duties and taxes for returned items are the customer’s responsibility
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Need Assistance?

Our customer service team is here to help active individuals like you get the perfect fit for your athletic needs.

Email: [email protected]
Response Time: 1-2 business days
Address: 943 Romano Street, Cambridge, US 02141

Performance-Focused Returns

We understand that proper footwear is essential for your active lifestyle. Whether you’re into hiking, running, tennis, or trail running, we want you to have gear that supports your performance. Our returns policy is designed with athletes in mind – straightforward, respectful of your training schedule, and focused on getting you the right equipment for your activities.

Thank you for choosing Hoka Shoes Sale. We’re committed to supporting your active journey with quality footwear and exceptional service.