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At hokawear.co.uk, we value clear communication and aim to make it straightforward for customers to find assistance when they need it. Whether you have a question about our footwear collections, need clarification about a product listing, want to discuss an existing order, or require guidance on a website policy, we welcome you to contact us through the customer support options available on our website.

Our online store focuses on HOKA footwear, running shoes, walking trainers, activewear, clothing, and related accessories for customers in the United Kingdom. We understand that questions can arise before, during, or after a purchase, and we aim to provide helpful information that allows customers to understand their options and take the appropriate next steps.

This Contact Us page explains the types of enquiries we can assist with, the information you may need to provide, how we handle customer communications, and what to expect when contacting our support team.

1. How to Contact hokawear.co.uk

For questions about our website, products, or shopping procedures, please use the contact methods published on hokawear.co.uk.

Our website’s contact page provides the relevant communication options available at the time of your enquiry. Depending on the facilities currently offered, these may include an online contact form or an email contact channel.

Please check the contact information displayed on our website before sending a message, as communication options may change when our services are updated.

When contacting us, explain the reason for your enquiry as clearly as possible. Providing relevant details at the beginning can help us understand your situation and reduce the need for repeated messages.

We recommend keeping a copy of your original enquiry and any subsequent correspondence for your records, particularly when the matter concerns an order, payment, cancellation, return, or refund.

2. Product Information and General Enquiries

If you need additional information about products listed on hokawear.co.uk, you can contact us with your question before placing an order.

We may be able to help direct you to relevant product descriptions, available specifications, listed sizes, colour options, or other information published on the website.

To help us identify the correct item, please include the product name or the link to the relevant product page.

If your question concerns a particular feature, explain which detail you would like clarified. For example, you may want to understand a listed specification, compare available variations, or confirm what is included with a product.

We aim to provide information based on the details available to us. Where a specification is not published or cannot be confirmed, we will avoid presenting uncertain information as fact.

Customers should review the relevant product page before completing a purchase to ensure that the selected item meets their requirements.

3. Assistance Before Placing an Order

We understand that customers may want to resolve questions before committing to a purchase.

If you are unsure about an item, need help understanding the information displayed on a product page, or have a question about the checkout process, please contact us before submitting your order where possible.

When asking about a product, include its name and the particular detail you would like us to clarify.

For checkout enquiries, explain which stage of the process you have reached and describe any message or error displayed on the screen. Please do not include passwords, full payment card details, card security codes, or one-time authentication codes in your message.

We aim to help customers understand the information available on the website so they can make informed purchasing decisions.

Product suitability and personal comfort can vary between individuals, so customers should consider their own needs and the published product specifications when choosing footwear or clothing.

4. Existing Order Enquiries

If you have already placed an order and need assistance, please include your order number in your message.

Your enquiry may relate to an order acknowledgement, product details, an address correction, an unexpected order status, or another issue connected with your purchase.

Providing the order reference helps us identify the relevant transaction and review the information available.

Where necessary, we may ask you to confirm additional details to establish that you are authorised to receive information about the order.

If you believe an order was placed incorrectly or contains an error, please contact us as soon as possible. The options available may depend on whether the order is still being processed, has been dispatched, or has already been delivered.

We cannot guarantee that every requested amendment can be made, but we aim to explain the available options based on the circumstances.

5. Payment and Transaction Questions

If you have a question about a payment made through hokawear.co.uk, please provide the relevant order number, transaction date, and amount involved where appropriate.

Payment enquiries may concern a declined transaction, a pending authorisation, a possible duplicate charge, a payment confirmation, or a refund that has not appeared in your account.

Please explain whether the transaction appears as pending, completed, declined, or refunded, if that information is available.

Some payment issues may require confirmation from your bank, card issuer, digital wallet, or payment provider. We may review the order information available to us, but we cannot control the processing time or decisions of an external financial institution.

For suspected unauthorised transactions, contact your bank or card issuer immediately as well as notifying us if the transaction appears to relate to an order on our website.

For your protection, never send full card numbers, security codes, banking passwords, or authentication codes through ordinary customer support messages.

6. Shipping and Delivery Assistance

If you have a question about the delivery of an order, please include your order number and tracking reference, if available.

Delivery enquiries may involve a delayed shipment, missing tracking updates, an unsuccessful delivery attempt, an incorrect address, a parcel marked as delivered but not received, or damage identified when a parcel arrives.

Please describe the latest tracking status and explain what has happened so far. If the parcel appears to have been delivered to the wrong location or has not arrived, include any relevant information that may help us review the issue.

Where necessary, we may need to obtain further information from the delivery provider.

Tracking information may not update immediately after dispatch, and delivery estimates can be affected by carrier operations or other circumstances. We will review the information available and explain the next steps where reasonably practicable.

For further details about delivery arrangements, please consult our Shipping and Delivery Policy.

7. Returns, Exchanges, and Refund Enquiries

If you would like to ask about returning a product, requesting an exchange, or checking the progress of a refund, please contact us with the relevant order details.

Include the product name, order number, and a brief explanation of your request. If the product is damaged, faulty, or different from what you ordered, explain the problem and provide photographs where helpful and appropriate.

Our website offers 30-day free returns for eligible purchases, subject to the conditions explained in our Returns and Refunds Policy.

The procedure for a change-of-mind return may differ from the procedure for faulty or misdescribed goods. We therefore recommend identifying the reason for your enquiry so that the appropriate process can be explained.

Please wait for the relevant return instructions before sending a parcel to an address that has not been confirmed for your return.

Your statutory rights under UK consumer law remain unaffected by the voluntary returns arrangements.

8. Cancellation Requests

If you wish to cancel an order, contact us as soon as possible and clearly state that you want to cancel the purchase.

Include your order number and identify whether you wish to cancel the entire order or only a particular item.

The available options depend on the stage of fulfilment. An order that has not yet entered dispatch may be easier to stop than one already handed to a delivery provider.

Submitting a cancellation request does not automatically confirm that the order has been cancelled. Please wait for a response confirming the outcome.

Consumers may also have statutory cancellation rights for eligible online purchases. These rights are subject to the applicable legal conditions and exceptions.

For further information about cancellation procedures and deadlines, please consult our Order Cancellation Policy.

9. Website Access and Technical Problems

If you experience a technical problem while browsing hokawear.co.uk, please contact us and describe the issue.

Examples may include a product page that does not load correctly, an error when adding an item to the basket, a checkout page that fails to respond, or an order confirmation that does not appear after payment.

To help us understand the problem, include the page address where the issue occurred, the approximate date and time, the type of device or browser being used, and the message displayed, if any.

Screenshots may be helpful where they do not expose sensitive information.

If a payment may have been submitted despite an error, check your order confirmation and payment status before attempting the transaction again. This can help reduce the risk of accidental duplicate orders.

We aim to review technical enquiries and provide guidance based on the information available.

10. Privacy and Data Protection Enquiries

If you have a question about the personal information collected or used through hokawear.co.uk, you can contact us through the published contact channels.

Privacy enquiries may concern the information associated with an order, the use of cookies, marketing preferences, data retention, or the exercise of rights under UK data protection legislation.

Please explain the nature of your request and identify the relevant information or activity where possible.

If you wish to exercise a data protection right, we may need to verify your identity before providing information or making a change.

Requests will be handled in accordance with applicable legal requirements, including the UK GDPR and the Data Protection Act 2018.

For more details about our privacy practices, please review our Privacy Policy and Cookie Policy.

11. Complaints and Feedback

We welcome constructive feedback about the website, product information, shopping procedures, and customer support experience.

If you wish to raise a complaint, please explain the issue clearly and provide the relevant order number or previous correspondence where applicable.

If you have already contacted us about the same matter, include the earlier reference or a copy of the relevant response so that the history can be understood.

We aim to review complaints fairly, consider the information provided, and explain the available options.

The time needed to investigate a complaint may depend on its complexity and whether information is required from a payment provider, delivery company, or another relevant party.

If the matter cannot be resolved directly, you may seek independent consumer advice or pursue any legal remedy available to you.

Nothing in this section limits your statutory rights or prevents you from contacting a relevant regulator where appropriate.

12. Information to Include in Your Message

To help us handle enquiries efficiently, we recommend including the details relevant to your particular question.

For an order enquiry, provide the order number and the product concerned. For a delivery issue, include the tracking reference and latest status. For a payment question, provide the transaction date and amount without disclosing confidential payment credentials.

For a technical problem, describe the steps that led to the error and include the relevant page address if available.

For a product enquiry, provide the product name or page link and identify the detail you would like clarified.

Please send only the information needed to investigate your request. Unnecessary personal information can make a message harder to review and may expose you to avoidable privacy risks.

We may request further details if they are reasonably necessary to understand the issue or verify your authority to act on an order.

13. Response Times and Follow-Up Messages

We aim to review incoming enquiries and respond as reasonably practicable.

Response times may vary according to the number of enquiries received, the nature of the issue, the information supplied, and whether further investigation is required.

Some matters can be addressed by reviewing published website information, while others may require additional checks involving an order record, payment provider, or delivery company.

If you have not received a response, please check your spam or junk folder and confirm that your original message was sent successfully.

When following up, reply to the existing correspondence where possible and include the original order reference or enquiry details. This can help keep the communication together and reduce unnecessary repetition.

We cannot guarantee a specific response time unless one has been expressly communicated for the relevant service.

14. Customer Communication Standards

We aim to maintain a professional and respectful communication process for all customers.

We ask that enquiries remain relevant to the issue being raised and that information is provided honestly and clearly.

Threatening messages, abusive communications, fraudulent requests, or attempts to obtain another person’s confidential information may require additional review.

Where a message raises a genuine security concern or involves potentially unauthorised access to an order, we may need to verify relevant details before responding.

These measures are intended to protect customers and their information. They will not be used to deny a valid complaint, prevent a customer from exercising a statutory right, or avoid a legal obligation.

We aim to treat enquiries fairly and assess them according to their circumstances.

15. Authorisation and Order Security

To protect customer information, we may need to verify that the person making an order-related request is authorised to access the relevant information or request a change.

This may apply when someone asks to amend delivery details, obtain information about a purchase, cancel an order, or discuss a refund.

Verification requirements will depend on the nature and sensitivity of the request.

We will not ask you to disclose banking passwords or one-time authentication codes through ordinary customer support messages.

If you are contacting us on behalf of another person, please explain your authority to act for them. We may require appropriate confirmation before proceeding.

Any verification process will be handled in accordance with applicable privacy and data protection requirements.

16. Use of Contact Information

Information submitted through our contact channels may be used to review your enquiry, identify a relevant order, communicate with you, investigate a problem, and maintain appropriate records.

Depending on the circumstances, this may include your name, email address, order reference, message content, relevant attachments, and previous correspondence.

We aim to use this information only for appropriate customer support, operational, security, and legal purposes.

Relevant information may be shared with a payment provider, delivery company, technical service provider, or other party where necessary and lawful to investigate or resolve the enquiry.

Our Privacy Policy explains how personal information is handled, including relevant retention practices and your data protection rights.

Please avoid including payment card security details or other confidential credentials in your messages.

17. Contacting Us About Legal or Policy Matters

If you have a question about our published policies, website conditions, or the procedures that apply to a purchase, please identify the relevant policy in your message.

For example, an enquiry may relate to Terms of Sale, Terms of Use, returns, delivery, payment options, or cancellation procedures.

Please explain which provision or situation you would like clarified.

We aim to provide information about the applicable procedure and direct you to the relevant policy where appropriate.

General policy enquiries do not replace formal notices or communications that may be required under a contract or by law. If your message is intended to exercise a statutory right, please state that intention clearly and include sufficient information to identify the relevant purchase or issue.

18. Changes to Our Contact Arrangements

Our contact facilities and customer support procedures may change as the website develops.

We may update the contact page, introduce new communication features, or modify how particular enquiries are handled.

The current contact options published on hokawear.co.uk should be treated as the reference for reaching us.

Where a change affects a service or creates a legal obligation to provide notice, we will take the appropriate steps under applicable law.

We aim to keep contact information accessible and to provide reasonable guidance on how customers can raise questions, submit complaints, or request assistance.

Changes to contact arrangements do not remove any statutory rights or contractual obligations that apply to an existing purchase.

19. Our Commitment to Customer Support

At hokawear.co.uk, we recognise that effective communication is an important part of online shopping.

Customers should be able to ask questions about products, obtain help with an order, report a delivery problem, and understand the appropriate procedures for returns, cancellations, and refunds.

We aim to make our contact channels accessible, review enquiries carefully, and provide clear information about the available next steps.

Although some matters require further investigation, we aim to handle customer communications responsibly and in accordance with applicable UK consumer and data protection law.

20. Contact Us

For assistance with products, orders, payments, delivery, returns, website access, or privacy matters, please visit the Contact Us page on hokawear.co.uk and use the contact method currently provided there.

When submitting an enquiry, include the relevant information needed to understand your request, but do not send passwords, full payment card details, security codes, or one-time authentication codes.

If your enquiry concerns an existing order, retaining your order confirmation and related correspondence may help us review the matter more efficiently.

Thank you for visiting hokawear.co.uk. We appreciate your interest in our footwear and sportswear collections and aim to provide helpful, clear, and responsible customer support whenever you need assistance.