Hoka - Return lost

Alderbank

Okell said:

screech_78 said:

saajan_12 said:

DistanceSam112 said:

I recently purchased a pair of running shoes from Hoka, tried them for a few runs, too small so sent them back via their chosen courier royal mail. 
? 

Loss during the return aside, what basis were you returning the shoes on? Are you saying they sent the wrong size, or as a change of mind or under a specific warranty / return offer from Hoka? 

If you'd used them for a few runs, the value may have been discounted significantly from £156. 

Hoka allow you to return within 30 days (I think) regardless of many times you’ve worn the trainers. I have a couple of pairs of Hoka’s and returned a pair that were a different style to my usual ones. Had ran in them twice. Also sent back Royal Mail and had no issue with the refund. 

OP, if they contracted the courier, then it’s their problem. 

Also, always size up at least one size in running shoes. I’m usually a UK 4, but wear a 5.5 in my Hoka’s. 

And do Hoka then re-sell these shoes as "new" shoes, or as pre-owned, or as pre-loved (but rejected), or what?

Their website says:

What happens to returned items?

All returned items are inspected upon arrival at our warehouse. Items that remain in a resellable, unworn condition are put back on sale. Items that have been lightly worn (such as items returned under our 30-Day Guarantee) are donated to our partner Soles4Souls. In 2023 Deckers Global (HOKA's parent company) donated more than 640,000 units to support micro-enterprises and entrepreneurs in developing nations, diverting more than 350,000kg of product away from landfill and creating opportunity.

Items that are in unwearable condition and therefore cannot be donated or resold are disposed of in line with our Deckers recycling and repurposing guidelines.

Okell

Alderbank said:

Okell said:

screech_78 said:

saajan_12 said:

DistanceSam112 said:

I recently purchased a pair of running shoes from Hoka, tried them for a few runs, too small so sent them back via their chosen courier royal mail. 
? 

Loss during the return aside, what basis were you returning the shoes on? Are you saying they sent the wrong size, or as a change of mind or under a specific warranty / return offer from Hoka? 

If you'd used them for a few runs, the value may have been discounted significantly from £156. 

Hoka allow you to return within 30 days (I think) regardless of many times you’ve worn the trainers. I have a couple of pairs of Hoka’s and returned a pair that were a different style to my usual ones. Had ran in them twice. Also sent back Royal Mail and had no issue with the refund. 

OP, if they contracted the courier, then it’s their problem. 

Also, always size up at least one size in running shoes. I’m usually a UK 4, but wear a 5.5 in my Hoka’s. 

And do Hoka then re-sell these shoes as "new" shoes, or as pre-owned, or as pre-loved (but rejected), or what?

Their website says:

What happens to returned items?

All returned items are inspected upon arrival at our warehouse. Items that remain in a resellable, unworn condition are put back on sale. Items that have been lightly worn (such as items returned under our 30-Day Guarantee) are donated to our partner Soles4Souls. In 2023 Deckers Global (HOKA's parent company) donated more than 640,000 units to support micro-enterprises and entrepreneurs in developing nations, diverting more than 350,000kg of product away from landfill and creating opportunity.

Items that are in unwearable condition and therefore cannot be donated or resold are disposed of in line with our Deckers recycling and repurposing guidelines.

But what does "resellable, unworn condition" and "lightly worn (such as items returned under our 30-Day Gurantee)" mean?

Are they saying all items returned under the 30 day guarantee are donated to Soles4Souls or only those that appear to be "lightly worn"?

If a customer has returned them under the 30 day guarantee and they have been "scrubbed up nicely" so as to appear not at all worn, even though they've been used for a couple of runs, what happens to them?

I've a pair of Asics Novablast 4 that have done 50 miles indoors on a treadmill (they have a notoriously bad outsole for wet weather so have only been used inside) and I'm not convinced anybody could tell they've been used at all.

I also have full length orthotic inserts so I remove the sockliners/insoles so they show no wear either.

If they were Hoka shoes and I returned them, how would they be treated?

(Bearing in mind 500 miles might be "the average life" of a pair of running shoes) 

Maybe this policy gives Hoka a "Green" selling point but it just makes me think "No thanks.  I don't like the sound of that".

Same as I might be reluctant to buy underwear online...

Skiddaw1

It's not uncommon with walking boots/trainers either. I know of several specialist outdoor shops locally that offer the same returns policy. They sell returns as slight seconds with a suitable reduction. 

Okell

Skiddaw1 said:

It's not uncommon with walking boots/trainers either. I know of several specialist outdoor shops locally that offer the same returns policy. They sell returns as slight seconds with a suitable reduction. 

You know of outdoor shops that will allow returns of walking boots and trainers even after they've been used outside?

Who are they?

Even with a "suitable reduction" I'd be amazed if that made any commercial sense - unless the product is massively overpriced to begin with.

I know of stores and online retailers that will allow "change of mind" returns up to 30 days, but only if the boots or trainers have been worn indoors - not outdoors.

the_lunatic_is_in_my_head

Okell said:unless the product is massively overpriced to begin with.

Regarding Hoka, £170 for a bit of plastic and fabric presumably made in a factory in China or similar.

From a 2 second Google, the company that owns it turns over £5 billion USD a year with net income of around a billion, the generous policy gives their brand credit which is one of the reasons they can charge £170 to begin with.

screech_78

the_lunatic_is_in_my_head said:

Okell said:unless the product is massively overpriced to begin with.

Regarding Hoka, £170 for a bit of plastic and fabric presumably made in a factory in China or similar.

From a 2 second Google, the company that owns it turns over £5 billion USD a year with net income of around a billion, the generous policy gives their brand credit which is one of the reasons they can charge £170 to begin with.

No different to Asics.

I have a £200 pair of Superblasts probably made in China. The Hoka’s I have were £140. Running with decent footwear isn’t cheap. 

Alderbank

screech_78 said:

the_lunatic_is_in_my_head said:

Okell said:unless the product is massively overpriced to begin with.

Regarding Hoka, £170 for a bit of plastic and fabric presumably made in a factory in China or similar.

From a 2 second Google, the company that owns it turns over £5 billion USD a year with net income of around a billion, the generous policy gives their brand credit which is one of the reasons they can charge £170 to begin with.

No different to Asics.

I have a £200 pair of Superblasts probably made in China. The Hoka’s I have were £140. Running with decent footwear isn’t cheap. 

My favourite trainers are New Balance, cost £120 and even cheaper if you buy from the factory shop next to where they are made in Flimby.

The factory brings much needed employment to that corner of Cumbria.

The quality of workmanship from those north country lasses is excellent.