Hi HOKA Customer Service Team,
I am writing to confirm the return costs before proceeding with a return through your Global-e portal.
Situation:
I recently purchased a pair of HOKA shoes (€86) that unfortunately do not fit properly. The shoes are unworn and in perfect condition with all original packaging. I am within the 30-day return window.
Question:
While initiating the return process on your portal, I noticed two separate €10 fees will be deducted from my refund:
Global-e return processing fee: €10
DHL express prepaid return shipping: €10
Total deduction: €20
I would like to respectfully confirm whether it is standard policy to charge €20 in total fees (representing 23% of the product value) to return an unworn product that simply does not fit.
I appreciate HOKA's quality and understand that return logistics involve costs. However, given that:
The product is in perfect, resellable condition
The return is solely due to sizing
The combined fees represent nearly a quarter of the purchase price
I wanted to verify this is correct before proceeding, and whether any alternative return options might be available.
Thank you for your time and clarification. I look forward to your response.
Best regards
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