Widerrufsrecht
HOKA Return and Refund Policy (Europe)
Thank you for choosing our store.
We are committed to providing European consumers with authentic HOKA products and a high-quality shopping experience. If you are not satisfied with your purchase, you can apply for after-sales service according to the following return and refund policy.
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I. 14-Day Return Right
According to EU consumer rights regulations, consumers have a **14-day no-reason return right** after receiving the goods (excluding certain special items).
You can contact us within 14 days of receiving the goods to submit a return request.
Customer Service Email:
[RobYamamoto788@gmail.com]
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II. Return Conditions
To ensure a smooth return, please ensure that:
* The item has not been worn, washed, or damaged by human error;
* The item is in brand new condition;
* The original packaging, shoe box, tags, and all accessories are intact;
* The item does not affect resale;
* You provide your order number or proof of purchase.
If the product shows obvious signs of use, we may refuse a return or deduct the product's value at our discretion, depending on the actual situation.
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III. Situations Where Returns Are Not Supported
The following situations generally do not support returns:
* Items that have been worn, used, or damaged by the customer;
* Items missing original packaging, tags, or accessories;
* Customized or personalized items;
* Items that affect resale due to consumer reasons;
* Items that are legally non-returnable.
If you receive a product with quality issues, please contact customer service promptly, and we will actively assist in handling the matter.
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IV. Product Quality Issues
If you receive a product with the following issues:
* Manufacturing defects;
* Wrong item sent;
* Missing item sent;
* Severe damage during transportation;
Please contact us within 48 hours of receiving the product and provide:
* Order number;
* Product photos;
* Packaging photos;
* Problem description.
Customer service will arrange the following for you after review:
* Free exchange;
* Replacement;
* Full refund (subject to specific circumstances).
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V. Return Process
Step 1
Send an email to:
[RobYamamoto788@gmail.com]
Please include the following in the email:
* Order number;
* Recipient's name;
* Contact email address;
* Reason for return;
* Product photos (if applicable).
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Step 2
After customer service approves the return, we will send you the return address and return instructions.
Please do not send the product back without confirmation, as this may affect the refund processing.
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Step 3
Please pack the product properly and send it back to the return address provided by customer service.
We recommend using a trackable logistics service to monitor the shipping status.
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VI. Refund Instructions
After receiving and inspecting the returned product, we will typically complete the refund review within 3–7 business days.
After a successful refund, the funds will be returned to your original payment account.
Due to varying processing times among different banks and payment institutions, the actual arrival time is typically:
* Credit Card: 5–10 business days;
* PayPal: 1–5 business days;
* Other payment methods: Processed according to the payment institution's regulations.
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VII. Shipping Information
Returns Due to Consumer Reasons
For returns due to unsuitable size, color preference, or personal reasons:
* Return shipping costs are borne by the consumer;
* Original shipping costs (if applicable) are usually non-refundable.
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Returns Due to Product Quality Issues
If the return is confirmed to be due to product quality issues, incorrect shipment, or damage during transport:
We will cover reasonable return shipping costs or provide shipping compensation based on the actual situation.
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VIII. Order Cancellation
If your order has not yet entered the shipping process, you can contact customer service to cancel it.
If the goods have already been shipped, a refund will be processed according to the return procedure after the goods are signed for.
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IX. About Our Prices
All HOKA products sold in this store are genuine.
We maintain long-term and stable partnerships with authorized brand partners, and leverage our economies of scale in purchasing and stable supply chains to obtain products at more competitive prices.
Therefore, we are able to offer European consumers more favorable prices while ensuring product quality and authenticity.
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X. Contact Us
If you have any questions about our return or refund policy, please feel free to contact us.
Customer Service Email:
[RobYamamoto788@gmail.com]
Customer Service Hours (CET):
Monday to Friday
09:00 – 18:00
We usually reply to your email within 24 hours (working days) and assist you in resolving your issue as soon as possible.
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