HOKA Mafate X Mountain Fog – W

Because our products are made to order, we do not generally accept returns or exchanges for choosing the wrong size or color, entering incorrect personalization details, or changing your mind after the order has shipped. Please review the product description, size chart, selected options, shipping address, and personalization details carefully before placing your order.

Damaged, Defective, Misprinted, or Incorrect Items

If your order arrives damaged, defective, misprinted, or different from what you ordered, contact us within 30 calendar days of delivery.

Please include:

• Your order number.
• A brief description of the issue.
• Clear photos showing the entire product and the problem.
• A photo of the packaging and shipping label if the wrong item arrived or the package was damaged.

Once the issue has been verified, we will provide an appropriate replacement or refund at no additional cost, subject to applicable consumer law. You usually do not need to return a defective item unless we specifically ask you to do so.

Replacement or Refund

After approving a claim, we will email you with the proposed resolution. Unless you request a refund within 24 hours of that email, we will proceed with a free replacement. This operational process does not limit any rights or remedies available under applicable consumer law.

Personalized Products

Personalized or custom-made products are final sale and cannot normally be returned or exchanged unless they arrive damaged, defective, misprinted, or were produced differently from the personalization details submitted with the order.

We cannot provide a free replacement or refund when incorrect spelling, dates, names, images, sizes, colors, shipping details, or other options were submitted by the customer.

Size, Color, and Change-of-Mind Requests

After an order has shipped, we do not generally provide free returns, exchanges, or refunds when:

• The wrong size or color was selected.
• The customer changes their mind.
• The product has been worn, washed, altered, or damaged after delivery.
• The care instructions were not followed.
• There are minor differences between on-screen colors and the printed product.

Please consult the size chart before ordering (size chart). Product measurements may have the normal manufacturing tolerances stated on the product page.

When the wrong size or color was selected, we may offer a one-time 30% discount code for a replacement order. The code is tied to the email address used for the original order, expires after 30 days, cannot be combined with another promotion, and does not cover shipping.

Cancellations and Order Changes

Contact us immediately if you need to cancel or change an order. Orders may be changed or canceled before production begins, which is normally within 12 hours of purchase. The 12-hour period is not guaranteed because some orders may enter production sooner.

If production or shipping costs have already been incurred, those non-recoverable costs may be deducted and the remaining eligible amount will be refunded, where permitted by applicable law.

Marked as Delivered but Not Received

We will investigate the shipment with the carrier. Please first check with household members, neighbors, your building reception, the delivery location, and the local carrier.

• If the carrier cannot provide reliable proof of delivery and the investigation confirms that the package was not received, we will provide a replacement at our cost or a refund.
• If the carrier's evidence shows delivery to the correct address, we cannot normally provide a free replacement or refund. We may instead offer a one-time 30% discount code for a replacement purchase.
• If the delivery photo or other evidence shows delivery to the wrong address or does not match the order address, the shipment remains eligible for a replacement or refund.

Incorrect or Incomplete Address

The customer is responsible for providing a complete and accurate delivery address. If production or shipping costs have already been incurred because of an incorrect or incomplete address, those non-recoverable costs may be deducted from any available refund where permitted by law.

Return Instructions

Do not send any product back without contacting us and receiving return instructions. Depending on the case, we may ask you to keep, recycle, dispose of, or donate the product instead of returning it.

Refund Processing

Approved refunds are issued to the original payment method. After the refund is processed, the bank or payment provider may take approximately 5–10 business days to display it in the customer's account.

Original and return shipping costs are generally non-refundable unless the product is faulty, the order was incorrect, or applicable law requires otherwise.

Statutory Consumer Rights

This policy does not limit any rights or remedies available under applicable consumer protection laws. Customers in certain locations may have additional cancellation or return rights for eligible non-personalized products.

Customers must contact support@immortalsneaker.com before sending any product back.