HOKA® offers a two-year manufacturer's limited warranty for products purchased from hoka.com. If you would like to make a warranty claim on a purchase made on hoka.com, please contact the Global-e team with details of the purchase and any defects. You will need to provide:
- your order number or proof of purchase
- information and photos showing the inside of the shoes, outsole and relevant issues
You will then be advised further on what constitutes a return under warranty and what will/won't be accepted. Should your return request be approved, you will be referred to our Customer Service team to arrange the return of the item(s) to us. Please return your items in the original HOKA® packaging if possible; if you no longer have this please ensure the goods are securely packaged to avoid damage during transit.
On receiving your item, we will complete an inspection of the shoe to ensure the damage is as represented. In the case where the warranty claim is approved, a refund will be processed to the original method of payment or we will arrange for an exchange to be sent out to you. Please note it can take up to 7 days for funds to be processed and show in your bank account, depending on your bank or card issuer. In the case where the warranty claim is denied, the item will be returned to you.
Items which are past two years from date of purchase will be evaluated on a case-by-case basis. Please note that we can offer an exchange or credit in the case of warranty claims, but do not perform repairs.
HOKA® offers a two-year manufacturer's limited warranty for products purchased from its authorised retailers. If you would like to make a warranty claim on a purchase made at one of our authorised retailers, please return to the original store or point of purchase. If you have any further queries following this, please contact Global-e.
HOKA® does not offer a manufacturer's limited warranty for products purchased from anyone who is not an authorised retailer and it does not offer refunds, exchanges or other special opportunities for products purchased from anyone who is not an authorised dealer.
HOKA® does not authorise retailers to sell on eBay, amazon.co.uk, Gumtree, Craigslist or any other online auctions or trade boards. HOKA®'s agreements with its retailers prohibit sales on auction sites. Accordingly, HOKA® does not offer its limited warranty, refunds, exchanges or other opportunites for products purchased on these sites. Furthermore, we will not assist with resolution of any disputes including assistance with PayPal refund requests.
FAQs
The HOKA® warranty applies to all products less than two years old from the date of purchase. Items must have been purchased from hoka.com or from an authorised retailer. Warranty claims should be made to the original store or point of purchase. The warranty applies in cases of defective materials and workmanship, and does not cover:
- items which have been washed
- items which have been altered
- items which have been excessively worn
- items of which you have not taken reasonable care
- water damage on non-waterproof products
- general wear and tear
- accidental damage (including but not limited to damage caused by pets, direct heat, food, arts and crafts supplies, inclement weather, natural phenomena, playground equipment etc.)
Items purchased over two years ago will be considered on a case-by-case basis.
To submit a warranty claim for a purchase made on hoka.com, please send an email to the Global-e team with your order number or proof of purchase, along with photos showing any relevant damage and the inside/outsoles of the shoe. They will then refer you our customer service team to arrange your return and refund/exchange.
Once your warranty claim has been processed, you will need to send us the product along with proof of purchase. It will then be inspected by our team on receipt, and a refund will be issued should the damage fall under warranty. We can offer exchanges or refunds for items returned under warranty, but cannot offer repairs. If the item does not meet the requirements for a warranty claim, it will be returned to you.
Signs of wear-and-tear are to be expected on any item that is used and worn regularly. The typical lifespan of a running shoe is 300-500 miles +, but there are many variables that can affect how quickly or slowly a shoe begins to wear. Please contact us if your shoe shows considerable signs of wear and tear or defects very quickly after purchase.
In the case where you want to exchange a product that is returned under warranty but that exact product is not available, we will either suggest a similar product as an alternative, or offer you site credit up to the amount you originally paid.
Yes the HOKA® manufacturer's limited warranty applies to all purchases including footwear, apparel and accessories, made on hoka.com or from authorised retailers.
* Purchases made on hoka.com or from authorised retailers only. Warranty claims should be made to the original store or point of purchase. 2-year warranty applies from date of purchase. Subject to proof of purchase. Terms and Conditions apply.