Frequently Asked Questions

A few practical details to help you choose and order. For the full terms, see our shipping and returns and refunds policies.

The selection

What kinds of shoes does CHOUOL carry?

CHOUOL is an independent footwear retailer. Our current selection features HOKA footwear for men, women and kids, with some styles listed as unisex. Browse road running, trail running, everyday and recovery or kids’ footwear.

Who chooses the shoes at CHOUOL?

CHOUOL’s shoes are selected by founder Natalie Rachel Arce, a former editor-in-chief of a shoe-design magazine. Read more about her perspective on our About page.

Are the shoes new?

The shoes offered by CHOUOL are new and unused. Please review the individual product page for the model, color, size and width you are ordering.

How should I choose a size?

The size options use US sizing. Check whether the specific product is listed for men, women, as unisex or for kids, then review the available width option as well as the size number. For children’s footwear, follow the kids’ US size system stated on the product page; a kids’ US size is not an adult US size. The same number can represent different sizes across these systems. Fit can vary by model; contact us with the exact product and size if you need a detail clarified before ordering.

Orders and delivery

Where do orders ship from, and where do you deliver?

We dispatch orders from 12143 Bonwood Rd, El Monte, CA 91732-3808, United States. We currently deliver within the United States.

What does shipping cost?

Standard is $13.95 per order and Express is $23.95 per order, in US dollars. These are flat charges per order. No free-shipping threshold applies. The selected shipping charge and any applicable taxes appear in your total before payment.

How long will my order take?

Order preparation takes 1–3 business days. After dispatch, estimated transit is 7–12 business days for Standard or 2–5 business days for Express. Preparation plus transit is therefore an estimated 8–15 business days for Standard or 3–8 business days for Express. Express still includes the preparation period. Processing is Monday–Friday, with a 5 PM Pacific Time cut-off; orders received after that time or on a non-processing day enter processing the next business day. See our shipping policy.

Can I change or cancel an order?

Contact us promptly at NATALIEARCE@chouol.com or +1 (562) 415-3440 with your order number and the change you need. We may not be able to change or stop a parcel that has already been dispatched. If that happens, the return process may be the appropriate next step.

How can I check on a shipment?

Shipment information is provided using the contact details on your order when it is dispatched. Use our Track order page to search by order number and the email address or phone number on the order, or by tracking number. Tracking results depend on shipment information being available. If no result is shown, tracking has not moved, delivery is later than expected or you need help with an address, email NATALIEARCE@chouol.com with your order number so we can help.

Returns and care

How do I request a return?

Contact NATALIEARCE@chouol.com or +1 (562) 415-3440 within 30 days after delivery, with your order number and the item you wish to return. For a change-of-mind return, shoes should be unworn and unused, with their tags and original packaging. Once the return is approved, we email a prepaid label for printing. Return postage is paid by CHOUOL and the restocking fee is $0. Please arrange the return before sending the parcel and protect the original shoe box inside outer packaging. Full details are in our returns and refunds policy.

Can I exchange a pair for another size?

We do not offer direct exchanges. Please return the original item through our return process, then place a separate order for your preferred size or pair.

What is refunded, and when?

An approved return, including an eligible change-of-mind return, refunds the merchandise price and the original shipping charge. The prepaid return label is free, and there is no restocking fee. We issue the refund to the original payment method within 7 business days after we receive your return. Your bank or payment provider may take additional time to post the credit. If 7 business days have passed since your return arrived and you have no update, contact us with your order number and return tracking details.

What if my order is wrong, damaged or defective?

Contact NATALIEARCE@chouol.com or +1 (562) 415-3440 with your order number and a description of the problem. We will help with the next steps. The unused-condition requirement for change-of-mind returns does not remove your rights relating to faulty or incorrectly described goods.

Contact

How can I contact CHOUOL?

Email NATALIEARCE@chouol.com or call +1 (562) 415-3440. You can also use the Chat button on our website to leave a question. Our customer-service hours are Monday–Friday, 9 AM–5 PM Pacific Time. For an order question, include your order number; for a product question, include the product name and the size or width you are considering.

Can I visit the address or drop off a return?

Our El Monte address is used for business operations, inventory dispatch and returns. Please contact us before visiting or bringing a return so that arrangements can be confirmed. Customer-service hours are not a statement of walk-in retail opening hours.