Frequently Asked Questions

Categories

Delivery and Tracking

  1. Delivery Information

    Our delivery information and timeframes are as below:

    IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be dispatched before it's shipped. Delivery times begin once an order has been dispatched. Please allow additional dispatch time during peak periods (such as sales or public holidays). 

    Regular Delivery:
    Jabodetabek: 1 - 3 business days
    Outside Jabodetabek: 2 - 7 business days

    *Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of HOKA.

    Split Deliveries:
    If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.

  2. Why haven't I received my Order?

    If you haven't received an order confirmation via email shortly after your purchase this may be due to:

    - A small typo in the email address entered at the checkout
    - Your order is still processing in our systems
    - The email has been marked as spam and has been moved to your junk/spam folder
    - If you still haven't received it within 24 hours, contact our Time to Fly Team here with the info below and we'll locate and resend your order confirmation;

    1. First name and last name the order was placed under 
    2. Date when the order was placed 
    3. Payment method used 

  3. Do I need to be home for delivery?

    No you don't. Our couriers will generally make up to 3 attempts to deliver your order to the address which you have indicated upon placing your order. 

    If you have any enquiries relating to the whereabouts of your parcel, please contact us here.

  4. Where do you deliver?

    Currently, we are available for online orders in Indonesia.
    If you are purchasing from www.hoka.com/en/id, we will only be able to deliver to Indonesian address.

  5. Do you deliver to PO boxes or parcel lockers?

    Please note that our couriers do not deliver to PO boxes.



  1. Can I cancel my order?

    Unfortunately, we're unable to cancel an order once it's placed. 
    Once you receive your item(s), you can return them in accordance with our Return Policy.

  2. Can I update my delivery address after I have placed my order?

    It is not possible to change the address details as order will be shipped according to the address registered in the system.
    Please make sure all your shipping address data is correct before making a payment.

  3. Can I change the size or color of an item after I have placed my order?

    It is not possible to change the address details as order will be shipped according to the address registered in the system.
    Please make sure all your shipping address data is correct before making a payment.



  1. Why haven't I received any tracking information?

    If you haven't yet received a tracking number, it just means we're working on processing your order.

    You'll receive an automated notification with your tracking number once your order has been dispatched.

    We also recommend checking your spam/junk inbox as it can sometimes land in there.

    You can check out our Delivery Timeframes to help you estimate the arrival of your order.

  2. What do I do if I have received the wrong order or my item has arrived damaged?

    We recommend that you contact our Time to Fly Team here immediately, no later than 14 days after the date the product is received, as stated in our Return Policy.
     
    Our Time to Fly Team will verify and check your order and products details.
     
    Please keep the product in good condition and in its original packaging.

    Please click here for more information on Return Policy.

  3. Why was my delivery returned to sender?

    Some possible reasons why your order was unable to be delivered:
    - Your delivery address was incomplete or incorrect
    - No-one was present to receive the parcel
    - The delivery was rejected

    If your parcel has been returned to sender, please contact us here.



Returns

  1. What is your returns policy?

    We want you to be 100% satisfied with your purchase. If you change your mind, we're happy to accept all returns, provided the following conditions are met:
    Item(s) were purchased within the last 30 days and proof of purchase can be provided
    Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
    Item(s) are in original, undamaged packaging or shoebox
    Please note: We cannot accept your return if the shoebox is taped, damaged or has postal stickers attached.

    EXCHANGES
    We do not offer direct online exchanges.
    If you wish to return online, please post your item back to us for a refund and place a new order.

    REFUNDS
    Refunds will be automatically issued via your original payment method. Please allow up to 7 - 14 business days for funds to reflect in your account. Click here for more information.

    Please note, any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.



MANDATORY UNBOXING VIDEO

For all returns and exchanges, you are required to record clearly the process of opening the package from start to finish without edit. We do not accept complaints or damage or lack of products without unboxing video.

  1. How do I book a return?

    Please contact our Time to Fly Team here to make a return request.

    Note: Request for product return must be made within 14 days of when the order is received. Returned products must be received at the pre-determined location no later than 7 days after the date of return is approved by Hoka.com/en/id.

    Please click here for more information on Return Policy.

  2. Can I exchange my online purchase?

    Exchanges are valid for products with the following criterias:

    Incorrect Size
    - Product received does not match customer's order: e.g., the customer ordered number 30, but received size 32.
    - Different sizes between the physical product and the packaging/box.
    - Different sizes between left and right (e.g.,: shoes, sandals).
    - Product received is the same side (both shoes/sandals are both right or left sides).

    Incorrect Color
    - Product color is not the same as stated in the product description: e.g.,, a customer ordered blue shoes, but received red shoes.

    Damage/Defective
    - Product color: Faded or different color.
    - Product material: Peeled leather, torn material, loose stitches or knitting, stained or deformed parts, torn or punctured material.
    - Parts of the product: Loose buttons, broken zippers, missing pieces/parts, broken handles, cannot be pumped (for balls).
    - Requests to exchange products with other sizes or colors or types/models are not allowed. However, you may return your product for a full refund (provided that the exchanged product meets the criteria) and place a new order. Product exchange can only be done with the same product (same SKU, same size, same color, etc.)
    - Request for product exchange must be made within 14 days after the order is received. Exchanged products must be received at the pre-determined location no later than 7 days after the exchange date is approved by Hoka.com/en/id.
    - When exchanging the products, please use the outer packaging/box as we sent you and cover the product packaging with a sturdy wrapper ""FRAGILE"" sticker to avoid damage on the original box during shipment We do not accept any form of exchanges where there is damage to the product and the product packaging/box.

    Exceptions
    - We do not allow exchange requests based on the color difference between the physical product received and the product photo caused by lighting effects or computer screens.
    - We do not allow exchange requests based on a wrong purchase or a change of mind after purchase. We strongly recommend you to review the shopping cart before completing an order.
    - Exchange requests do not apply to swimwear, sports bras, sportswear, tights (including tights/leggings, compression/compression pants, cycling shorts), socks, fitness equipment, sports accessories (including hats), and other products or brands with specific Terms and Conditions and which have been stated clearly in the description.

    Please contact our Time to Fly Team here (Link to: Contact Us Page) to submit the exchange request.

    Please click here (Link to: Return Policy) for more information on Return Policy.

  3. Can I return my HOKAs if I did not purchase directly from HOKA Indonesia?

    If you have purchased your HOKAs from a third-party retailer and not directly from hoka.com/en/id, we will be unable to assist you with a return, exchange or faulty claim. We require, for any exchange or return, an official HOKA Indonesia receipt.

    Please reach out to the original retailer for returns, exchanges or lodging a faulty claim as your details and payment history will sit safely within their system.

  4. How should I package my return?

    When exchanging the products, please use the outer packaging/box as we sent you and cover the product packaging with a sturdy wrapper "FRAGILE" sticker to avoid damage on the original box during shipment. We do not accept any form of exchanges where there is damage to the product and the product packaging/box.

  5. How will I receive my refund?

    We will process your refund based on the payment method selected during your initial purchase, namely the refund of the Credit Card for the Credit Card payment method, or fund transfer for the Bank Transfer. Refunds cannot be made in cash.

  6. Can I return a sale item?

    Products purchased on promotional basis are non-refundable.

  7. I believe my item is faulty ?

    We’re sorry to hear your HOKAs may have a manufacturing fault!

    1. If the product that you receive is faulty, please contact our Time to Fly Team here and provide us with your order number, name and address, product details, and the reason for return, and an information on a refund or an exchange request.
    2. Upon receipt of the faulty product, we will examine it and advise you on the status of the refund or exchange (if any).
    3. hoka.com/en/id may at its discretion refuse to process an exchange. However, we may offer a refund as a substitute remedy.
    4. In the event the product returned is not faulty, we may at our discretion decide not to exchange or refund for the product.

  8. Can I return HOKA shoes I purchased overseas?

    Purchases made online from overseas distributors, outlets or third-party websites cannot be exchanged, replaced or returned by HOKA Indonesia; we advise you to contact the place of purchase for any warranty claims.

    We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

  9. Can I return my item to your warehouse in-person?

    We are unable to accept returns at our warehouse or office.

    Please follow our Return Policy procedures to ensure your return is processed correctly.



PRODUCT & STORE

  1. How should I care for my HOKA's?

    Follow these simple steps to keep your HOKA's looking good, well into the future.
    Do : Clean your HOKA's ASAP if they get dirty or wet to prevent any long term damage.
    Don't : Wash your HOKA's in the washing machine or use bleach to clean them. This will age them rapidly; glue and other fastenings can be damaged in the wash.

    How to clean your HOKA footwear:
    1. Disassemble your shoes. Remove the insole and laces for a thorough clean.
    2. Wash the laces. Throw them in with your clothes laundry and wash on a cold setting with your regular detergent. Pro tip: Place in a laundry bag or sock so they don't get lost.
    3. Remove dirt from the upper and outsole. A small brush or towel works well.
    4. Scrub clean. Create a soapy mixture of water and laundry detergent, and gently work into dirty areas using a towel or soft bristle brush.
    5. Wipe down. Use a clean, dry cloth to wipe of excess soap and cleanser.
    6. Allow shoes to dry naturally, away from direct heat or sunlight.

  2. What can I do if my HOKAs are squeaking?

    Squeaky shoes are often caused by moisture or friction within parts of the shoe. The easiest way to stop squeaky shoes is to use baby/talcum powder:
    1. If possible, remove the inner sole of the shoe and loosen the laces.
    2. Sprinkle baby/talcum powder on the underside of the innersole as well as inside the shoe.
    3. Let the powder sit overnight to absorb any moisture. Shake out the excess powder the following day.

    If this doesn't do the trick and you believe that your HOKAs may be faulty, please contact our Time to Fly Team here.

  3. I think I purchased from a scam website?

    Unfortunately, there are online scams that may use the HOKA name and a similar-looking website as a means of obtaining your personal and/or banking details. It's highly likely that you will never receive any product from this website. We recommend the following this steps.

    Next steps:
    - Reach out to your bank immediately to discuss how you can lodge a 'chargeback' and reclaim any funds that you've spent.

    Tips on detecting a scam website:
    - Pay attention to the address bar. Check that the URL starts with https (not http) and look for the padlock icon in the address bar to ensure there's a secure connection.
    - Assess the price of the item. Does the price or offer seem too good to be true?
    - Watch for poor grammar and spelling. Legitimate companies put effort into presenting a professional website.
    - Do they accept secure payment methods such as PayPal? Fraudulent websites will primarily aim to collect your credit card details.
    - Look for reliable contact information. Are there several ways of contacting the company, including via phone, live chat and email?

  4. What size should I buy?

    All sizes listed on the HOKA Indonesia website are in US sizes. Click here to view our sizing guides for men and women.

  5. Do HOKA's come in a wide fit?

    Unsure if you need a wide fit? If you answer yes to any of the questions below, you may want to consider wide fit shoes for optimal fit and comfort.

    Do your feet go numb when you run?
    Do you wear custom orthotics or a brace?
    Do you have bunions or get blisters on the sides of your feet?
    Do you find your feet hang over the base/last of your shoes?

    View our Men's Wide Fit HOKA's here.
    View our Women's Wide Fit HOKA's here.

    If you're still unsure, feel free to get in touch with our Time to Fly team below, we'll be happy to assist you in finding the perfect pair.

  6. Are HOKA's vegan?

    Yes, we stock HOKA's which are vegan! This means that the shoe is manufactured completely free of animal products, including leather, wool, fur and silk.

    Shop our vegan HOKA's here.
    Look out for the 'VEGAN' symbol in the product's 'Features & Benefits' to be certain that the shoe is vegan. If unsure, feel free to get in touch with our Time to Fly team here to verify.

  7. The item I want is sold out, will there be a restock?

    We cannot confirm when and whether the product will be available. Please check our website regularly and sign up for our newsletter as we continue to update on the latest products and promotions.

  8. How can I get updates on new releases and upcoming sales?

    Want to receive email updates on new arrivals, exclusive releases, sales and more from HOKA? To subscribe, scroll to the bottom of our home page and enter your email address.



  1. Where can I find my closest HOKA stockist?

    To check your nearest store, please click here.

  2. How do I get in contact?

    Our Time to Fly Team are available to help with all enquiries.
    You can get in touch with them below.
    CONTACT US

  3. How can I provide feedback?

    We value your honest feedback, whether it's good or bad. It helps us to improve our products and service. Submit your feedback here and our Time to Fly team will follow it up! We look forward to hearing from you.

  4. Is HOKA on social media?

    Click here to follow HOKA on Instagram
    Click here to follow HOKA on Facebook



PRICING & PAYMENT

  1. Do you offer a sign up or first-time buyer discount code?

    We unfortunately do not offer a sign up or first-time buyer discount code. However, join our mailing list to be the first to know about any promotions or offers! To sign up, scroll to the bottom of our website and enter your email address.

  2. Do you price match?

    Unfortunately, we don't offer a price match guarantee if our styles are on sale with a third-party retailer.
    However, join our mailing list and we'll keep you up to date with promotions and upcoming sales!



  1. Do you sell gift cards?

    Unfortunately, we currently don't sell HOKA Gift Cards.

  2. What payment methods are accepted?

    The payment methods available are:
    1. Virtual Account (BCA, and Bank Mandiri)
    2. Credit Card (VISA, JCB, and Mastercard)

  3. Why can't I check out?

    If you're having difficulty placing an order, please try the following:
    If you're receiving an error message or unable to enter your payment details at the checkout, please try either of the following:
    - Remove the items from your cart, clear your browsing data and cookies and refresh the page.
    - Switch to another browser or device to place the order.
    If you're unable to find your suburb/postcode, enter your postcode first and then select your suburb from the dropdown list.

    Before re-attempting to place your order, please check your bank account and inbox to see if any funds have been deducted or if you've received a confirmation email. If so, your order has been successfully placed - our site just experienced a glitch!

    If you still need assistance, please get in contact below!

  4. Are my credit card details and personal information safe?

    Yes, you have to input your card number every time you make a payment using Credit Card. We guarantee the security of our systems and the confidentiality of your personal data. We also work with internet service providers that have been equipped with 3D security systems to prevent any fraudulent attempt. This technology ensures the full confidentiality and security of all customer data.



MY ACCOUNT

  1. Do I need to create an account to make an online purchase?

    Do I have to register as a member to shop on Hoka.com/en/id?

  2. Where can I see my order history?

    Simply login to your HOKA online account and you will be able to view your past purchases under 'Order History' on your account dashboard.

    Remember, if you placed your order as a guest and created your account afterwards, your order will not appear on the dashboard.

  3. How do I update my account details or reset my password?

    Need to update your details?
    1. Log into your customer account here and click into 'My Account'
    2. Select 'View/Edit Profile Information' and update your account information as required

    Need to reset your password?
    1. Click 'Account' at the top right of the homepage and select 'Forgot password?'
    2. You will be prompted to enter your email address
    3. You will then receive an email with instructions on how to reset the password to your account
    4. Alternatively, log into your customer account and select 'Edit Password' on your account dashboard

  4. I can't sign in to my account?

    If you're having trouble signing into your account we recommend resetting your password.

    How to reset your password:
    - To reset your password click here and enter your email address. You'll be sent an email with a link to reset your password. Keep an eye on your spam and junk folders as the email may end up there.
    - Haven't received the email? You may not have an account with us yet - Sign up here. If your email is recognised you'll have the option to reset your password.

  5. How do I join your mailing list?

    Joining our mailing list gives you access to updates on new styles and campaigns, upcoming releases and competitions.

    To sign up, scroll to the bottom of the home page and enter your email address in the field under 'STAY CONNECTED'.



  1. What are your Terms & Conditions?

    Please view our Terms & Conditions here.

  2. What is your Privacy Policy?

    Please view our Privacy Policy here.

  3. How are my cookies used?

    We use cookies so that you get the best customer experience when browsing our site.The cookies and other identification technologies on our site have a number of purposes, including:
    - Determining the popularity of content
    - Delivering and measuring the effectiveness of advertising campaigns
    - Analyzing site traffic and trends
    - Generally understanding the online behaviors and interests of people who interact with our services

    These technologies may involve placing and using data in your browser or system’s local storage. Cookies obtained by us are kept for a maximum of 30 days before being deleted.