Return, Exchange & Refund

Return Policy

We want you to love your purchase, but if you are not completely satisfied, we gladly accept most returns by mail and in stores within 90 days of purchase for free Conditions are noted below. Returned items must be in original, saleable condition with original tags. Shipping and delivery fees are non-refundable.

Any new or gently used Cosmetic or Fragrance product purchased at Hoka New Zealand that does not meet your needs will be accepted for return.

Items purchased online can be returned by mail or to a store.

Refund Policy

You have proof of purchase: If you have your original receipt, the credit card you used to purchase, your return label or packing slip, you will get a refund in the original form of payment

It was a gift: If you have a gift receipt, a return label or a bridal registry number, you will get a refund in the form of a store credit

You don't have proof of purchase: You may still be eligible for store credit for the item's lowest selling price within the last 180 days

Store credit may be issued as an EZ Exchange Card (can be used like a Hoka New Zealand Gift Card online or in-store) or Merchandise Certificate (can be used in-store only).

We will credit your account(s) within 10 business days of receiving your return. It may take several days to post activity to your account. For purchases made with multiple forms of payment, your credit accounts will be refunded the amount originally charged and the remaining amount may be issued in the form of a Hoka New Zealand Happy Returns card or a Merchandise Only Certificate mailed to your billing address in approximately 2–4 weeks.

Exchange Policy

Exchanges to a store :

Items purchased in a store must be exchanged at a store. Items purchased online can be exchanged at a store, or returned by mail and a new order for the item can be made online. Bring your original receipt. No receipt? We can use the credit card you used to make your purchase, your return label, packing slip, order or shipping confirmation email, or registry number to look up your information for you.

Exchanges by mail:

Only items purchased online can be returned by mail. Once you complete your return, place a new order for the item at the current selling price.