returns
General information about returns of online orders or purchases in a physical store.
Manage your return
In order to guarantee good service and expedite any process related to the management of your return, it is important that you follow the instructions depending on whether you made the purchase online or in one of our physical stores.
If you have any questions or queries, you can contact our customer service at 93 7961518.
You can return an order online HERE
Can I return a product?
Of course! Try our products for 60 days and if you don't love it, return them for free
You can manage your return here
In order to guarantee good service and expedite any process related to the management of your return, it is important that you follow the following instructions, depending on whether you made the purchase online or in one of our physical stores.
For hygiene reasons, returns of used underwear or socks or items whose packaging is open will not be accepted.
Can I exchange a product?
FOR PURCHASES MADE ON THE WEBSITE
If you have made the purchase through the website, changes are NOT allowed.
If you want to change a product you can do it with a new order.
The new order will be generated according to current prices on the web at that time. The prices of promotions or specific offers are not maintained.
FOR PURCHASES MADE IN HOKO PHYSICAL STORE
In this case, with the purchase receipt and the item to be exchanged in good condition and with its packaging, an exchange of size, color or any other product of the same or lower price may be made. In the event that the price of the new product is higher than that of the change, the corresponding part must be paid.
Are online returns free?
All returns of orders made through the website are FREE (Except for the Canary Islands, Ceuta, Melilla and EU countries)
This means that you will not have to pay for the transportation of the item you want to return.
Money refund for returns made online.
When your package arrives at our headquarters, we will check the status of the product.
If everything is correct, we will proceed to credit the amount of the product, not the shipping costs.
The card refund processing period can be up to 10 days.
We will send you an email when we have made the refund.
You will receive the refund in the same payment method you used to make the purchase.
You can see the status of your return at any time from: MY ACCOUNT - MY RETURNS.
Money refund for returns made in a physical Hoko store.
When you bring the product to one of the Hoko stores, we will check the status of the product and the purchase receipt.
If the purchase of the product was made with a credit card, you must present the receipt or copy of the card with which you made the payment, we will need the operation number that appears on it and the refund will be made to the same card with which it was made. the purchase.
If everything is correct we will proceed to make the payment of the amount.
You will receive the refund in the same payment method that you used to make the purchase.
For purchases made with a credit card, the refund processing period can be up to 10 days.
Why can a return be denied?
Remember that returns of items damaged due to improper use will NOT be accepted.
Returns of underwear and socks that come out of their packaging or are detected to have been opened will not be accepted.
What do I do if I have received the wrong product?
If you have received the wrong product, we apologize.
Please send us an email to info@hokosport.com or call us at 937961518.
We will contact you to manage the collection and send you the correct garment.
What do I do if you have received a defective product?
If you have received a defective product, we apologize, we may have an error in a production batch, your notice will be of great help to us to improve.
To expedite the process, please take several photos where the defect can be seen and send them to info@hokosport.com
Tell us your name, telephone number, order or invoice number and a brief explanation of the detected defect.
We will contact you, in the event that it is a manufacturing defect we will manage the collection and send you a new garment.
How to return a purchase made on the web
Manage your return online here
Making a return is very simple.
Manage the return of a purchase made through the website by clicking HERE
You can choose to take your package to any Post Office or deliver it to one of our physical stores. It is important that you follow the steps indicated for each option.
Returns are FREE* (Except for the Canary Islands, Ceuta and Melilla)
The maximum return period (60 days after receiving your order) has expired. Returns of underwear and socks that come out of their packaging or are detected to have been opened will not be accepted.
Returns at post offices (peninsula and Balearic Islands)
Steps to follow:
ENTER YOUR CUSTOMER AREA
If you are a registered customer, log into your account and select MY ORDERS.
If you are not registered and have made your purchase as a GUEST, click HERE to access your orders. Enter the order reference and your email.
On the order in which you purchased the items you want to return, select the RETURN ITEMS button*
Follow the instructions indicated on the page: select the item(s) to return, the reason for the return and complete the personal information indicated.
You can then process your return.
Remember that to make a size or product change you must place a new order.
*If the button to return your items does not appear, it may be due to several reasons:
The maximum return period (60 calendar days) has expired.
The order has been cancelled, payment has not been completed correctly or it has been returned
PRINT THE RETURN LABEL
Download your shipping label and print it.
Affix the return label to the outside of the package so it can be read clearly.
NOTE: If you are going to take the package to a post office, you do not need to have the printed label, show the label on your mobile or indicate the “package code” so they can print it at the office.
TAKE THE PACKAGE TO THE NEAREST POST OFFICE
Deliver your package to the nearest post office. Find your office here
Shipping is FREE.
The delivery time of the package to our headquarters will depend on the Post Office deadlines.
Remember, if you have not been able to print the label, you can ask the post office to print it for you. You must indicate the “Package Code” that appears on the label that was generated with the return.
Returns through a physical HOKO store
You can take your return package to any of our official stores in Mataró, Sabadell or Madrid .
For a correct return you must follow the following steps:
ENTER YOUR CLIENT AREA
If you are a registered customer, log in to your account and select MY ORDERS.
If you are not registered and have made your purchase as a GUEST, click HERE to access your orders. Enter the order reference and your email.
On the order in which you bought the items you want to return and press the RETURN ITEMS button*
Follow the instructions indicated on the page: select the item or items to be returned, the reason for the return and complete the personal information indicated.
You can then process your return.
Remember that to make a change of size or product you must make a new order.
*If the button to return your items does not appear, it may be due to several reasons:
The maximum return period (30 calendar days) has expired.
The order has been cancelled, the payment has not been completed correctly or has been returned
PRINT THE RETURN LABEL
Download your shipping label and print it.
Attach the return label to the outside of the package so that it can be easily read.
NOTE: Packages without a printed label will not be accepted.
TAKE THE PACKAGE TO YOUR OFFICIAL HOKO STORE
Click here to see your nearest Hoko store.
Once you deliver it, we will send you an email confirming receipt of the product in the store.
The delivery time of the package from the store to our headquarters ranges between 7 and 10 business days.
The refund will be made once the package arrives at the headquarters and is verified.
NOTE: Returns are not processed from points of sale other than Official Hoko stores.
How to make the return from the Canary Islands, Ceuta, Melilla or EU Country.
Returns to the Canary Islands, Ceuta and Melilla are not free, you will have to take care of shipping the package with the garments you want to return.
Prepare the item(s) you want to return in packaging suitable for transport and properly closed (an opaque bag or envelope). Print and insert the order form in the package.
HOKO ESPORT RETURNS
Barcelona Highway, 64 local 6
08302 – Mataró (Barcelona)
Take it to the transport agency of your choice, the shipping costs are your responsibility, the cheapest option is usually the post office, make sure they offer you the possibility of tracking the package.
We will proceed to manage the return and reimbursement of the money with the same conditions and deadlines as indicated in the previous section.
How to return a purchase made in a physical Hoko store
Manage your return in a physical store here
If you have purchased a product in one of our Official Hoko Stores you can make the return in the same store within a period of 60 days from the date of purchase.
Remember that if you made the purchase online, you must follow the return procedure with online purchase. +info
In order to make the return in store you must bring the product in perfect condition and with its original packaging.
Present the purchase receipt or gift receipt with the product and we will refund you.
If the purchase of the product was made with a credit card, you must present the receipt or copy of the card with which you made the payment. We will need the transaction number that appears on it and the refund will be made to the same card with which it was made. the purchase.
For purchases made with a credit card, the refund processing period may be up to 10 days.
Store staff will not be able to manage the return if the above requirements are not met.
Can I exchange a purchase made at a physical Hoko store?
If you have purchased a product in one of our Official Hoko Stores you can make the exchange in the same store within a period of 60 days from the date of purchase.
Remember that if you made the purchase online, changes are not accepted but returns are accepted. You can find more information HERE
To be able to make the exchange in store you must bring the product in perfect condition and with its original packaging.
Exchanges will NOT be accepted for used or washed products that are not in their original packaging and labeling.
Present the purchase receipt or gift receipt with the product and you can exchange it for another size, color or even another product.
If the product you want to purchase is of a higher value than the one exchanged, you must pay the difference.
Store staff will not be able to manage the return if the above requirements are not met.
