At Hoka Shoes Sales, we stand behind our performance footwear. Whether you’re returning trail-running shoes that didn’t quite fit your terrain or exchanging tennis shoes for better lateral support, our process is designed with athletes in mind – simple, secure, and performance-driven.

Our Return Promise

We accept returns and exchanges within 15 days of delivery for most items in their original condition (unworn, with tags and original packaging). As fellow athletes, we understand the importance of proper fit for peak performance.

Important Exceptions

For hygiene reasons, we cannot accept returns or exchanges on:

  • Sandals & Slides (due to direct foot contact)

All other products including lifestyle sneakers, pickleball shoes, running shoes, and trail running shoes are eligible for returns.

How to Initiate a Return or Exchange

Step 1: Contact Our Team

Email [email protected] within 15 days of receiving your order with:

  • Your order number
  • Product details (name, size, color)
  • Reason for return/exchange
  • Whether you prefer a refund or exchange

Return Request Template

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

Body:
Dear Hoka Shoes Sales Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].
Product: [Product Name, Size, Color]
Reason: [Fit issues, Wrong size, etc.]
I prefer: [Refund to original payment method / Exchange for Size XX]

Please advise next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Instructions

Within 24 business hours, our athlete-support team will email you:

  • Return authorization number
  • Prepaid return shipping label (for US customers)
  • International return address (for non-US customers)

Step 3: Ship Your Return

Pack items securely in their original box with all tags attached. Include the completed return form we provide. For exchanges, clearly note your preferred size/color.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds process within 3-5 business days after we receive your return
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Amount: Full item cost minus original shipping fees (unless return is due to our error)

Exchange Processing

For size or color exchanges:

  • We’ll ship your new pair within 1-2 business days after receiving your return
  • Standard shipping timelines apply (10-15 days for DHL/FedEx, 15-25 days for EMS)
  • No additional shipping charges for exchanges within the same product line

Performance Footwear Peace of Mind

Just as our payment systems use military-grade encryption, we protect your return experience with athlete-focused service. Questions? Our team of performance footwear enthusiasts at [email protected] is ready to help you get the perfect fit.