Return and Exchange Policy
At the hoka.in.ua online store, returns and exchanges can be processed remotely and without prior approval from a manager . There's no need to call customer support or wait for shipping approval—just follow the simple rules described below.
1. How long can I return an item?
You can return or exchange a product of proper quality within 14 calendar days of receiving it .
To do this, the product must:
- show no signs of use or wear;
- preserve the original presentation;
- have factory tags and labels;
- be complete;
- have the original packaging or box without damage.
2. There is no need to contact the manager in advance
You can exchange or return your order yourself. No prior approval from a manager, phone call, or separate confirmation from the store is required.
Prepare the item, add a short statement to it, and send the parcel back to the warehouse.
3. Where to send the parcel
Our orders may be shipped from different warehouses, so there is no single return address for all returns.
The goods must be sent exactly to the place from which the order was sent to you.
The sender's address can be found on the consignment note or waybill for the parcel you received. For returns or exchanges, please use the same sender's information.
4. What should be included with the product?
A simple, free-form declaration must be included with the parcel. There's no need to fill out a special form—just write the information on a regular sheet of paper.
In your application, please indicate:
- your order number;
- buyer's first and last name;
- telephone number and other contact information provided when placing the purchase;
- brief reason for the appeal;
- What exactly do you need – an exchange or a refund ;
- when exchanging – the required model or size and the address where to send the new item;
- When making a return, please provide the details to which the funds should be transferred.
For example:
Order #12345. Please exchange size 42 for 43. Send new item to: Kyiv, Nova Poshta branch #10. Buyer: Ivan Ivanenko, phone: +380...
5. How does the exchange take place?
Once the warehouse receives your parcel, the item will be checked to ensure it meets the exchange conditions.
If the item is in good condition and the required model or size is available, the exchange will be processed within 3 calendar days from the date of receipt of the parcel by the team .
The new item will be sent to the address and contact information provided in the application.
6. When are funds returned?
If you decide to return the item, a refund will be issued after the package has been received and checked for contents.
Funds are returned within 7 calendar days from the moment the parcel is received by the team.
The information provided by the buyer in the application is used for the transfer.
7. If the product is defective or the wrong model has been received
If you received an item with a possible manufacturing defect, or if you received a different model, size, or color, you can use the remote return procedure.
In your application, please describe the problem you have identified and indicate the desired solution:
- replacement of goods;
- exchange for another model or size;
- refund.
Upon receipt, the item will be inspected. If a manufacturing defect or packaging error is confirmed, the seller will cover shipping costs.
8. Who pays for return shipping?
If a product of proper quality simply does not fit in size, color, or model, the buyer is responsible for the costs of returning it.
In the event of a confirmed product defect or store error, the seller will cover the costs of return or reshipment.
9. Brief instructions
- Please make sure the item meets the return conditions.
- Find the consignment note address to which the order was sent.
- Please write a short statement with your order number, contact information and desired outcome.
- Place the application in the parcel along with the goods.
- Send the parcel back to the original sender's address.
- Please keep the TTN number until the procedure is completed.
There is no need to agree on shipping with the manager in advance.
Exchange of goods – within 3 calendar days after receiving the parcel by the team.
Refunds – within 7 calendar days after receiving the parcel by the team.
10. Additional questions
If you have any questions that are not related to the standard return or exchange procedure, please contact customer support using the contact information provided on the hoka.in.ua website.