Frequently Asked Questions
Have a question about shopping at Hoka Mart? Find answers below about our footwear range, choosing shoes and getting help with a payment or order.
What does Hoka Mart sell?
Hoka Mart offers men's and women's footwear, including road running shoes, trail running shoes, everyday trainers and specialist sports footwear. Browse the store to explore individual styles and available sizes.
How do I choose the right shoes?
Start with the activity you plan to use them for, such as road running, trail running, a specific sport or everyday wear. Read the individual product description and review the available options before making your choice.
How do I choose my size?
Check the size options and any sizing information provided on the product page. Pay attention to the size system shown, and avoid assuming that the same size will fit identically across different styles. If you are unsure, ask for clarification before ordering.
Which payment methods can I use?
Refer to the payment options displayed at checkout for your purchase. Our Payment Policy page also provides guidance on completing a payment and dealing with payment issues.
What should I do if my payment is declined?
Check that your payment details are correct and complete any verification requested by your bank. If the payment is still declined, contact your bank or payment provider, or try another payment method offered at checkout.
What if I see a charge but have no order confirmation?
Check your email inbox and spam folder. If you still cannot find confirmation, contact Hoka Mart using the contact details provided on the store. Include the email address used at checkout, the transaction date and the amount. Never send your full card number, card security code, banking password or verification codes.
Where can I check delivery information?
Review any delivery information provided during checkout before completing your purchase. If you need clarification about delivery to your address or a particular date, contact Hoka Mart before ordering.
How do I ask about a return, exchange or cancellation?
Contact Hoka Mart using the contact details provided on the store, and include your order number and the details of your request. Do not send payment credentials. Ask for the applicable instructions before sending an item back.
What if an item arrives damaged or is not what I ordered?
Contact Hoka Mart with your order number and a description of the issue. Clear photographs of the item and packaging can help explain the problem. Keep the item and packaging while you ask for the next steps.
How can I get help with an order?
Use the contact details provided on the store. Include your order number, the email address used to order and a brief explanation of your question so your enquiry can be matched to the relevant purchase.