Last Updated: [Insert Date]

1. Our Return Philosophy

At Hoka Store, we understand that finding the perfect running gear is as precise as your training regimen. If your purchase doesn’t meet your performance expectations, we’ll make it right with our athlete-focused return process.

2. Eligibility & Timeframe

You may return or exchange most items within 15 days of delivery date, provided they are:

  • In original condition (unworn, unwashed, with tags attached)
  • In original packaging (including shoe boxes without damage)
  • Accompanied by proof of purchase
Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on Socks and Sports Bras unless defective. All Injury Prevention & Recovery products are final sale due to medical compliance requirements.

3. Step-by-Step Return Process

Step 1: Initiate Your Return

Email our support team at [email protected] with:

  • Subject line: “RETURN REQUEST: [Your Order Number]”
  • Photos of the item(s) in original condition
  • Reason for return
  • Preferred resolution (refund or exchange)

Step 2: Receive Authorization

Our team will respond within 24 business hours with:

  • Return Authorization Number (RMA)
  • Prepaid shipping label (US customers)
  • Customs documentation (international returns)

Step 3: Ship Your Package

Securely package items using the original box when possible. Affix the provided label and drop at any FedEx/DHL location. For international returns, complete the enclosed customs form declaring the contents as “Returned Goods.”

Step 4: Track & Confirm

We’ll email confirmation when your return is processed (typically within 3 business days of receipt at our warehouse).

4. Refund Timeline & Methods

Payment Method Processing Time Refund Method
Credit Cards (Visa/MasterCard/JCB) 5-7 business days Original payment method
PayPal 3-5 business days Original PayPal account

Note: International bank transfers may take additional 3-5 days to appear in your account.

5. Exchange Process

For size exchanges on eligible apparel or running shoes:

  1. Follow standard return procedure
  2. Include a note specifying desired size/color
  3. We’ll ship the replacement item immediately upon receiving your return (additional customs fees may apply for international exchanges)

6. Return Request Template

Copy and paste this template into your email:

Subject: RETURN REQUEST: [Order #12345] Dear Hoka Store Team, I would like to initiate a return for the following item(s): – Product Name: [e.g., Men’s Bondi 8 Running Shoes] – Size/Color: [e.g., 10.5 / Black] – Order Number: [12345] – Reason for Return: [Please select: Wrong Size / Defective / Not As Described / Other] [For exchanges, please specify desired replacement: Size 11 / Same Color] I have attached: ✓ Photos of the item(s) in original condition ✓ Copy of order confirmation Please advise next steps. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

7. Performance-Grade Packaging

To ensure your return arrives safely:

  • Use the original shoe box for footwear returns
  • Wrap apparel in tissue paper before boxing
  • Include all accessories (shoe bags, extra laces)
  • Do not write directly on manufacturer packaging

8. International Returns

Customers outside the U.S.:

  • You are responsible for return shipping costs
  • Mark customs forms as “Returned Goods” to avoid duties
  • Original shipping fees are non-refundable
  • Refunds will be issued in USD at current exchange rates

9. Damaged or Defective Items

If you receive a damaged or defective product:

  1. Do not wear or wash the item
  2. Take clear photos of the damage/defect
  3. Email within 48 hours of delivery with “DEFECTIVE ITEM” in subject line
  4. We’ll arrange expedited replacement at no cost
Athlete Support: For urgent return inquiries, contact [email protected] with “URGENT RETURN” in subject line (response within 2 business hours).

Hoka Store Team
1671 Apple Lane, Bloomington, US 61701