Return and Exchange Policy
Return Terms: You may return an item within 14 days of receipt (based on the delivery receipt date) if you are dissatisfied with the style, size, or other aspects of the item and the item meets the return requirements. The item must be in new, unused condition, with all labels, tags, and anti-counterfeiting markings intact and free of stains, scratches, rips, deformation, wear, or other defects that could affect resaleability. Please ensure the item is kept clean when trying it on to avoid any damage.
The original brand packaging (including the box, dust bag, shoe tree, hanger, sticker, instruction manual, warranty card, gifts, and all accompanying accessories) must be intact and free of any alterations, cuts, adhesives, or other damage. Loss or significant damage to the original packaging may affect return approval and may result in a packaging fee.
Special note: Items purchased during promotional events (such as Singles’ Day and 618) with discounts exceeding 30% are not eligible for returns. Items purchased at full price or discounted 30% or less are eligible for returns only if all of the above conditions are met. Customized items (such as those with unique logos) are not eligible for returns unless there are any quality issues.
Return requests must be submitted within 14 days of delivery through the “My Orders” page on the official website or by calling customer service. After review and approval by the hoka.com/en/ph customer service team, you must ship the item to the designated return address within 7 days (the address will be provided after review). When returning items, please ensure that the item is in its original packaging and wrapped in sturdy packaging (such as corrugated cardboard) with a clearly marked “Fragile” label to prevent damage to the item and packaging during shipping. If the item or packaging is damaged, your return request will be rejected and the item will be returned to you at your expense. Exchange Policy: Within 30 days of purchase (based on the date on your proof of purchase; gift cards are only exchangeable, not returnable), you may bring the item you wish to exchange and valid proof of purchase (including paper invoice, digital order screenshot, receipt, etc.) to any official HOKA store in your country or region. Exchanges are limited to the same item for a different size or color. If the item is unavailable, you can exchange it for a different item of the same or higher price (with a price difference). Exchanges for lower-priced items are not accepted (without a refund).
For hygiene and safety reasons, the following items are not eligible for returns or exchanges: toiletries, underwear, socks, earrings, and other personal items that come into direct contact with the skin; items that have been personalized or altered (e.g., with engraving, embroidery, or prints); opened, unsealed perfumes, aromatherapy diffusers, candles, and other cosmetics; and food products. Gift cards cannot be exchanged or returned once sold. Detailed exchange terms and conditions can be found on the back of your purchase receipt or in the Returns & Exchanges section of our official website. If you have any questions, please contact a store representative or customer service representative.
Refund Process: Once your return request is approved and we receive the eligible returned item, our warehouse will inspect it within 3 business days. Once inspected, we will promptly issue a refund using the original payment method you selected at the time of purchase. Refunds typically take 7-14 business days to be credited to your account. This timeframe may vary depending on the processing procedures of your payment method (e.g., credit card, debit card, Alipay, WeChat Pay, etc.). Credit card refunds may appear on your next billing statement.
Shipping costs incurred during the return process, including shipping costs for the return item and shipping costs for returning the item to you if the item is not eligible for return, are your responsibility and are non-refundable. If you purchased with free shipping and the order amount does not meet the free shipping criteria after the return, we will deduct the shipping costs from your refund. If you haven’t received your refund within the specified timeframe, please follow these steps: First, please recheck your bank or payment platform account balance to confirm whether there’s a refund record (some banks may display it as “Refund” or “Transaction Reversed”). If you don’t see any, please contact your credit card issuer or payment platform customer service and provide information such as the transaction time and amount to inquire about the refund processing status. If the issue remains unresolved, please contact your bank to inquire about the processing time and possible reasons for the delay. If you still haven’t received your refund after completing the above steps, please contact our customer service team at [Contact Email] and provide your order number, payment receipt, and screenshots of your refund inquiry. We will assist you within three business days.