Política de privacidad
At hokawear.co.uk, we understand that privacy is an important part of shopping online. When you browse our website, place an order, contact customer support, or interact with available website features, certain information may be collected and used to provide our services.
This Privacy Policy explains how hokawear.co.uk collects, uses, stores, shares, and protects personal information relating to visitors and customers in the United Kingdom. It also describes the rights you may have under applicable data protection legislation and explains how you can contact us about your information.
Our website focuses on HOKA footwear, running shoes, trainers, walking shoes, activewear, clothing, and related accessories. We aim to handle personal information responsibly, collect information for appropriate purposes, and provide clear explanations of our privacy practices.
This policy should be read alongside our Cookie Policy, Terms of Use, and other relevant website policies.
1. Our Approach to Personal Information
We aim to process personal information fairly, lawfully, and transparently. Information is collected where it is reasonably necessary for activities such as operating the website, administering purchases, responding to enquiries, maintaining security, and meeting legal obligations.
We seek to collect information that is relevant to the purpose for which it is needed rather than requesting unnecessary details.
Depending on how you interact with hokawear.co.uk, we may process information directly supplied by you, technical information generated when you use the website, and relevant information received from service providers involved in completing a transaction.
The information processed will depend on the features you use and the nature of your interaction with our website.
We aim to ensure that personal information is handled consistently with applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. Information We May Collect
The types of personal information we process depend on whether you browse our website, make a purchase, submit an enquiry, or use another available feature.
Information may include the following categories.
Contact and identification information
This may include your name, email address, telephone number where provided, and other details necessary to communicate with you or identify an order.
Order and transaction information
When you place an order, relevant information may include the products selected, sizes, colours, quantities, order reference, purchase date, delivery status, transaction status, and refund records.
Delivery and billing information
We may process the address and other details required to arrange delivery, verify billing information, and administer a purchase.
Customer communication records
If you contact us, we may retain the contents of your message, relevant attachments, correspondence history, and information needed to respond to your request.
Technical and usage information
When you visit the website, certain technical details may be recorded, such as your browser type, device information, IP address, approximate location derived from that address, page interactions, and technical error information, depending on the technologies in use.
Preference and consent information
Where relevant, we may record your cookie preferences, consent choices, and other settings associated with the use of website features.
We do not intend to collect information that is unrelated to the purposes described in this policy.
3. Information You Provide Directly
You may provide personal information when completing checkout, submitting a customer support enquiry, requesting a return, asking about a product, or using another feature that requires information from you.
The information requested will depend on the purpose of the interaction.
For example, an order enquiry may require an order reference and the email address associated with the purchase. A delivery investigation may require a tracking reference, while a product question may only require the product name or page reference.
Please ensure that the information you submit is accurate and up to date where necessary.
You should avoid including passwords, full payment card details, card security codes, or one-time authentication codes in ordinary communications with customer support.
If you provide information about another individual, you should ensure that you have an appropriate basis for doing so and that the information is relevant to the request.
4. Information Collected Through Website Use
When you access hokawear.co.uk, certain information may be generated automatically through server logs, security systems, analytics tools, and similar technologies.
Depending on the website configuration, this information may include:
- The IP address used to access the website.
- Browser type and version.
- Device and operating system information.
- Date and time of website access.
- Pages viewed and navigation events.
- Referring pages or websites.
- Technical errors and performance information.
- Records of relevant security events.
We may use this information to maintain website functionality, identify technical problems, protect against misuse, and understand general patterns of website use where the relevant processing is permitted.
Not all of these information types are necessarily collected during every visit. The information available depends on the technical services and features in use.
Where tracking technologies require consent under applicable law, we aim to obtain the required consent before activating them.
5. Information From Payment Providers
Payments made through hokawear.co.uk may be processed by third-party payment service providers.
Depending on the payment method and checkout arrangement, these providers may process transaction details, payment status, authentication information, fraud-prevention signals, and other information necessary to authorise or complete a payment.
We may receive limited payment-related information needed to confirm an order, reconcile a transaction, investigate a payment problem, or administer a refund.
The extent to which we receive payment information depends on the provider and the payment method used.
We do not ask customers to send complete payment card details or security codes through ordinary customer support messages.
Payment providers may process personal information under their own privacy notices and legal responsibilities. We encourage customers to review the relevant provider’s information where appropriate.
6. Why We Use Personal Information
We use personal information only for purposes that are appropriate to the circumstances and supported by a valid legal basis where required.
Our purposes may include the following.
Processing and administering orders
We use relevant information to record purchases, confirm order details, coordinate fulfilment, arrange delivery, and manage cancellations or refunds.
Providing customer support
We may use information supplied through enquiries to answer questions, investigate problems, clarify product details, and communicate about an existing purchase.
Maintaining website operations
Technical information may be used to support website performance, identify errors, maintain compatibility, and improve the reliability of available features.
Protecting the website and transactions
Relevant information may be processed to identify suspicious activity, investigate potential fraud, protect accounts or transactions, and maintain system security.
Meeting legal obligations
We may need to retain or disclose certain information to comply with applicable legislation, respond to lawful requests, maintain required records, or establish and defend legal claims.
Understanding website performance
Where permitted and, where necessary, with your consent, we may use analytics information to understand how visitors navigate the website and identify opportunities for improvement.
Marketing and promotional communications
Where appropriate, we may use contact information to send promotional communications if the applicable legal requirements are satisfied. You can opt out of marketing messages at any time, and we will respect your choice.
We do not treat every purpose as automatically applicable to every visitor. The processing depends on the services used and the circumstances involved.
7. Our Legal Bases for Processing
Under the UK GDPR, personal information must be processed under an appropriate lawful basis.
Depending on the purpose, we may rely on one or more of the following bases.
Contractual necessity: Processing may be necessary to take steps at your request before entering into a contract or to perform a contract, such as administering an order and arranging delivery.
Legal obligation: Certain information may need to be processed or retained to comply with legal, accounting, tax, regulatory, or other applicable requirements.
Legitimate interests: We may process information where necessary for legitimate interests, such as maintaining website security, preventing misuse, managing customer enquiries, or improving essential business operations, provided those interests are not overridden by your rights and interests.
Consent: We may rely on consent for certain optional cookies, analytics activities, marketing communications, or other processing where consent is the appropriate legal basis.
Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before the withdrawal.
The lawful basis for a particular activity depends on the specific purpose and circumstances.
8. Cookies and Similar Technologies
hokawear.co.uk may use cookies and similar technologies to support essential website functions, remember preferences, analyse website performance, or provide optional features.
Some technologies may be necessary for a service you request, while others may require your consent before they can be used.
Depending on the configuration, these technologies may process information about your browser, device, preferences, or interactions with the website.
You can review and manage available choices through the website’s cookie settings where provided. You may also use your browser settings to block or delete certain cookies, although doing so can affect some website functions.
We aim to distinguish essential technologies from optional tracking technologies and apply the relevant consent requirements.
For further information about the categories of cookies, their purposes, and the available controls, please read our Cookie Policy.
9. Order Fulfilment and Delivery Information
When you place an order, certain information must be used to prepare and deliver the purchased products.
This may include your name, delivery address, contact details where required, order contents, and shipment reference.
Relevant information may be shared with fulfilment partners, shipping providers, or other service providers involved in delivering your purchase.
These parties may use the information to arrange collection, transport, delivery notifications, tracking, and the investigation of delivery problems.
We aim to limit the information shared to what is reasonably necessary for the relevant task.
If you arrange delivery to another person, please ensure that you are authorised to provide their details and that the information is accurate.
10. Sharing Information With Service Providers
We may share relevant personal information with organisations that provide services necessary to operate hokawear.co.uk.
Depending on the services in use, these may include:
- Payment processing providers.
- Shipping and delivery companies.
- Website hosting and technical support providers.
- Security and fraud-prevention services.
- Customer communication and support platforms.
- Website analytics providers, where enabled and lawfully used.
- Professional advisers and other service providers where required.
The information shared depends on the service and the purpose for which it is engaged.
Where a provider processes personal information on our behalf, we aim to use appropriate contractual arrangements and safeguards as required by law.
Some providers may act as independent controllers for particular activities. In those cases, their own privacy information may also apply.
We do not regard the use of a service provider as permission to disclose personal information without an appropriate purpose or legal basis.
11. Legal Disclosures and Business Transactions
In certain circumstances, personal information may need to be disclosed to comply with the law or protect legitimate legal interests.
For example, information may be disclosed where necessary to respond to a valid legal request, cooperate with a competent authority, investigate suspected unlawful activity, establish or defend legal claims, or protect the rights and safety of individuals.
If our business or relevant operations undergo a restructuring, transfer, or other business transaction, personal information may also need to be reviewed or transferred as part of that process, subject to applicable legal requirements.
Any disclosure will depend on the circumstances and the legal basis available.
We aim to ensure that personal information is handled appropriately and that relevant confidentiality, security, and data protection obligations are considered.
12. International Transfers of Personal Data
Some service providers used to operate websites or process transactions may store or access personal information outside the United Kingdom.
Where personal data is transferred internationally, we aim to ensure that the transfer complies with applicable UK data protection law.
Depending on the destination and circumstances, an appropriate mechanism may include UK adequacy regulations, an international data transfer agreement, the UK Addendum to standard contractual clauses, or another permitted safeguard.
The specific mechanism depends on the provider, destination, and nature of the processing.
International processing arrangements may change when service providers or technical systems change. We aim to assess relevant transfers and apply appropriate safeguards where required.
If you would like further information about international transfers relevant to your personal information, please contact us through the contact options published on hokawear.co.uk.
13. How Long We Retain Personal Information
We retain personal information only for as long as reasonably necessary for the purposes for which it is processed, subject to applicable legal requirements.
Retention periods vary according to the type of information and the reason it was collected.
For example:
- Order and transaction records may need to be retained for accounting, tax, contractual, or legal purposes.
- Customer support correspondence may be kept for an appropriate period to resolve enquiries and maintain relevant records.
- Technical and security logs may be retained for periods appropriate to system protection and incident investigation.
- Consent and preference records may be retained where necessary to demonstrate or administer the choices made.
- Information used for optional marketing may be retained according to the applicable marketing arrangements and opt-out requirements.
When information is no longer required, we aim to delete it securely or anonymise it where appropriate.
Some information may need to be retained for longer where required by law or where necessary to establish, exercise, or defend legal claims.
14. Protecting Personal Information
We aim to apply appropriate technical and organisational measures to protect personal information against unauthorised access, accidental loss, misuse, alteration, or disclosure.
Depending on the systems involved, safeguards may include access restrictions, security monitoring, controlled administrative permissions, secure communications, and appropriate arrangements with service providers.
Access to personal information should be limited to those who need it for relevant operational, support, or legal purposes.
However, no internet transmission or electronic storage system can be guaranteed to be completely secure.
Customers can also help protect their information by using secure devices, keeping account credentials confidential, checking the legitimacy of unexpected messages, and avoiding the disclosure of payment security details through ordinary communications.
If you suspect that information associated with an order or your use of the website has been compromised, please contact us promptly.
15. Marketing Communications
Where we send promotional emails or other direct marketing communications, we aim to comply with applicable UK privacy and electronic marketing rules.
Marketing messages may contain information about products, categories, offers, or other updates relevant to our website, where such communications are lawfully permitted.
Depending on the circumstances, we may need your consent before sending electronic marketing messages. Any applicable exception will be used only where its legal conditions are satisfied.
You can unsubscribe using the method provided in a marketing message or contact us to request that promotional communications stop.
Once an opt-out has been processed, we will stop sending the relevant marketing communications, subject to any necessary administrative processing.
Unsubscribing from marketing does not prevent us from sending non-promotional messages needed to administer an existing order, respond to a request, or fulfil a legal obligation.
16. Your Data Protection Rights
Under the UK GDPR and related legislation, you may have several rights concerning your personal information, depending on the circumstances.
Right of access: You may request confirmation of whether we process your personal information and ask for a copy of relevant information.
Right to rectification: You may ask us to correct inaccurate or incomplete personal information.
Right to erasure: You may request deletion of personal information where the legal conditions are met.
Right to restriction: You may request that certain processing be restricted in circumstances provided by law.
Right to object: You may object to processing based on legitimate interests where the applicable conditions are met. You also have an absolute right to object to the processing of your personal information for direct marketing.
Right to data portability: In qualifying circumstances, you may request personal information you provided to us in a structured, commonly used, machine-readable format or ask for it to be transmitted to another controller where technically feasible.
Right to withdraw consent: Where processing relies on consent, you may withdraw that consent at any time.
These rights are subject to applicable legal conditions and exceptions. For example, we may need to retain certain information to meet a legal obligation or establish or defend a legal claim.
17. How to Make a Privacy Request
If you wish to exercise a data protection right or ask a question about how your personal information is handled, please contact us through the contact options published on hokawear.co.uk.
Please explain the nature of your request and provide enough information to help us identify the relevant records.
We may ask for additional information to verify your identity where reasonably necessary. This is intended to prevent personal information from being disclosed or changed without proper authorisation.
Under the UK GDPR, we generally respond to valid data protection rights requests within one month. In certain complex cases or where multiple requests have been made, the law may permit an extension, and we will provide any required notice.
We will explain the outcome of your request and, where applicable, the reasons if we cannot fully comply.
You will not normally be charged for a standard rights request. A fee may be permitted in limited circumstances under applicable law, such as where a request is manifestly unfounded or excessive.
18. Children’s Personal Information
hokawear.co.uk is an online retail website and is not specifically directed at children.
We do not intend to knowingly collect children’s personal information for unrelated purposes. Where information relating to a child is processed, the applicable legal requirements will depend on the circumstances and the nature of the activity.
If a parent, guardian, or another appropriate person believes that personal information has been collected inappropriately, please contact us and explain the concern.
We will review the matter and take appropriate action in accordance with applicable law.
19. Third-Party Websites and External Links
Our website may contain links to external websites or services, including payment interfaces, delivery tracking pages, and other online resources.
When you follow an external link, your interaction may be governed by the privacy policy and terms of the third-party service rather than this policy alone.
We do not control all external websites and cannot guarantee their privacy practices, security arrangements, or content.
Before submitting personal information to a third party, we encourage you to review the relevant privacy information and ensure that you understand how your information may be used.
The inclusion of an external link does not mean that every aspect of the third party’s data handling has been reviewed or endorsed by hokawear.co.uk.
20. Automated Checks and Fraud Prevention
Certain transactions or website activities may be subject to automated or partially automated checks designed to protect customers, payment processes, and website operations.
Depending on the systems used, these checks may consider transaction details, technical indicators, order patterns, or information supplied by a payment provider.
The purpose may include identifying suspicious activity, preventing unauthorised transactions, or deciding whether additional verification is needed.
The use of automated checks does not necessarily mean that a decision is made solely by automated means.
Where a decision is based solely on automated processing and produces legal or similarly significant effects, additional safeguards may apply under data protection law.
If you believe that a payment or order has been affected by an error, please contact customer support so that the matter can be reviewed through the appropriate process.
21. Personal Information and Customer Support
When you contact us, we may use the information you provide to understand your enquiry, identify any relevant order, communicate with you, and maintain an appropriate record of the matter.
We may need to refer to earlier communications when investigating a continuing issue or responding to a follow-up request.
Please provide only the information relevant to your enquiry and avoid sending confidential details that are not needed.
If your request involves another person’s order or personal information, we may need to confirm that you are authorised to receive the information or act on their behalf.
Our handling of support correspondence is subject to the same principles of appropriate use, security, and retention described in this policy.
22. Personal Information in Relation to Returns and Refunds
If you request a return, exchange, cancellation, or refund, we may process relevant information to identify the transaction, assess the request, arrange the return, and complete any resulting payment adjustment.
This information may include the order reference, product details, purchase date, return reason, delivery records, photographs, refund status, and related communications.
Where a product is reported as faulty or damaged, additional details may be required to understand the issue.
We aim to use this information only for relevant operational, contractual, legal, and customer support purposes.
Any information retained in connection with a return or refund will be handled in accordance with our retention practices and applicable legal requirements.
For further details about return procedures, please consult our Returns and Refunds Policy.
23. Changes to This Privacy Policy
Our website, service providers, and operational processes may change over time. We may therefore update this Privacy Policy to reflect new website features, changes in data processing, or developments in applicable law.
The latest version will be published on hokawear.co.uk.
We encourage visitors to review this page periodically to remain informed about how personal information is handled.
Where a change requires specific notice or consent under applicable law, we will take the appropriate steps.
An update to this policy does not remove a data protection right that has already arisen or permit personal information to be processed unlawfully.
24. Complaints and the Information Commissioner’s Office
If you have a concern about how your personal information has been handled, we encourage you to contact us first so that we can review the matter.
Please explain the issue and provide enough information to help us understand the relevant processing.
You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator, if you believe your information has been handled in breach of applicable data protection law.
Further information is available at:
You may contact the ICO without first contacting us. However, providing us with an opportunity to review your concern may help clarify the matter.
Nothing in this policy restricts your right to seek advice, lodge a complaint, or exercise another legal remedy available to you.
25. Contact Us About Privacy
For questions about this Privacy Policy, requests concerning your personal information, or concerns about data protection, please use the contact options published on hokawear.co.uk.
Please identify your enquiry as a privacy matter and explain the information or processing activity concerned.
For your protection, do not include passwords, full payment card details, security codes, or other unnecessary confidential information in your initial message.
We may request additional information if it is reasonably necessary to verify your identity or clarify the scope of your request.
We aim to handle privacy enquiries carefully and provide a response in accordance with applicable legal requirements.
26. Our Commitment to Responsible Data Handling
At hokawear.co.uk, we recognise that customers should have a clear understanding of how their information is used when they browse products, make purchases, or request assistance.
We aim to collect information for appropriate purposes, use suitable safeguards, work with service providers responsibly, and respect the rights available to individuals under UK data protection law.
We also aim to explain our privacy practices in understandable terms so that customers can make informed choices about their information and website preferences.
Thank you for visiting hokawear.co.uk. We are committed to handling personal information responsibly and maintaining transparent privacy practices for visitors and customers throughout the United Kingdom.