HOKA Frequently Asked Questions (FAQ)
Welcome to our store!
To help you quickly understand our products and services, we have compiled the following frequently asked questions. If you have any further questions, please feel free to contact us.
Customer Service Email:
[RobYamamoto788@gmail.com]
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1. Do you sell genuine HOKA products?
Yes.
All HOKA products sold in our store are genuine.
As a brand authorized partner, we maintain long-term and stable cooperation with our authorized partners, sourcing products through a legitimate supply chain to provide European consumers with reliable quality and competitively priced HOKA products.
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2. Why are your prices more favorable than some other merchants?
Our price advantage mainly comes from:
* Long-term cooperation with brand authorized partners;
* Stable and legitimate sourcing channels;
* Scale purchasing advantages;
* More efficient supply chain management.
Therefore, we are able to provide consumers with more competitive prices while ensuring product quality and genuine sourcing.
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3. Which countries do you ship to?
Currently, we ship to many countries and regions in Europe, including but not limited to:
* Germany
* Austria
* France
* Italy
* Spain
* Portugal
* Netherlands
* Belgium
* Luxembourg
* Ireland
* Poland
* Czech Republic
* Slovakia
* Hungary
* Estonia
* Latvia
* Lithuania
* Sweden
* Finland
* Denmark
* Croatia
* Slovenia
If your country is not listed, please contact us to confirm if we support shipping.
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4. How long does it take for my order to ship?
Under normal circumstances:
* Orders are processed and shipped within 1–3 business days.
During major promotional events, holidays, or special circumstances, processing time may be extended. We will notify you promptly.
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5. How long does delivery take?
Estimated delivery times are as follows:
* Germany, Austria: 3–7 business days
* France, Netherlands, Belgium: 3–7 business days
* Spain, Portugal, Italy: 4–8 business days
* Some Nordic and Eastern European countries: 5–10 business days
Actual delivery times may vary due to factors such as logistics company arrangements, weather, or customs inspections.
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6. Is free shipping available?
Yes.
Free shipping is available on orders over €80 (subject to the latest promotions on the website).
Orders that do not meet the free shipping criteria will be charged shipping fees as shown on the checkout page.
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7. How do I track my order?
After your order is shipped, we will send you a tracking notification via email, which includes:
* Logistics company name;
* Tracking number;
* Tracking method (if applicable).
You can check the real-time status of your package using the tracking information.
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8. Can I return the goods after receiving them? Yes.
According to EU consumer protection regulations, you have a 14-day return request period.
Returned items must be:
* Brand new;
* Unused (trying on is allowed);
* Original packaging intact;
* Tags and accessories complete.
Please refer to our Returns and Refunds Policy for specific return conditions.
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9. How long does a refund take?
After receiving and inspecting the returned item, we typically process the refund within:
3–7 business days.
Refund arrival time is generally:
* Credit card: 5–10 business days;
* PayPal: 1–5 business days;
* Other payment methods: subject to payment institution processing time.
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10. What if I received the wrong item?
If you received the wrong item, please contact us as soon as possible and provide:
* Order number;
* Product photo;
* Packaging photo;
* Description of the problem.
After confirmation, we will arrange an exchange or refund as soon as possible.
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11. What if the goods are damaged during transportation?
If the goods are damaged during transportation, please contact us as soon as possible after receiving the package and provide relevant photos.
We will arrange according to the actual situation:
* Replace the goods;
* Resend the goods;
* Full or partial refund (depending on the situation).
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12. How to choose a size?
The fit of different shoe series may vary slightly.
We suggest you:
* Check the size guide provided on the product page;
* Refer to HOKA's official size recommendations;
* If unsure, you can contact us for size advice.
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13. Can I modify my order information?
If the order has not yet been shipped, you can contact us to modify:
* Shipping address;
* Contact phone number;
* Recipient's name (if applicable).
Once the order enters the shipping process, the relevant information usually cannot be modified.
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14. Can I cancel my order?
Yes.
If your order hasn't shipped yet, you can contact customer service to cancel.
If your order has already shipped, you will need to follow the return process.
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15. What payment methods does the website support?
This website supports the secure payment methods shown on the page, including:
* Credit Card
* Debit Card
* PayPal
* Apple Pay
* Google Pay
* Shop Pay
* Other locally supported payment methods
Please refer to the checkout page for details.
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16. Is my personal information secure?
Yes.
We strictly comply with the EU General Data Protection Regulation (GDPR) and take reasonable technical and administrative measures to protect your personal information. We will not sell or illegally disclose your personal data.
Please refer to our Privacy Policy for details.
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17. What if I have any other questions?
If you have any further questions, please feel free to contact us.
Customer Service Email:
[RobYamamoto788@gmail.com]
Customer Service Hours (Central European Time):
Monday to Friday
09:00 – 18:00
We usually reply to your email within 24 hours (working days) and will do our best to provide you with professional and efficient assistance.