Order Cancellation

At hokawear.co.uk, we understand that customers may need to change their plans after placing an order. You may have selected the wrong size, chosen an unintended product, entered an incorrect delivery address, or simply decided that you no longer wish to proceed with your purchase.

This Order Cancellation Policy explains how to request cancellation, what happens when an order has already entered fulfilment, how refunds are handled, and which statutory cancellation rights may apply to purchases made through our website.

hokawear.co.uk offers a range of HOKA footwear, running shoes, walking trainers, activewear, clothing, and related accessories for customers in the United Kingdom. We aim to handle cancellation requests clearly and fairly, taking account of the order’s current status, the applicable purchase conditions, and UK consumer protection law.

Please read this policy carefully before submitting a cancellation request. It should be read alongside our Terms of Sale, Returns and Refunds Policy, Shipping and Delivery Policy, and Payment Options Policy.

1. When You Can Request an Order Cancellation

If you no longer wish to proceed with an order placed on hokawear.co.uk, please contact customer support as soon as possible.

A cancellation request may be appropriate if you have selected the wrong product, ordered an incorrect size or colour, entered an incorrect delivery address, or changed your mind after submitting the purchase.

The available options depend on the stage reached by the order and the applicable contractual arrangements.

If the order has not yet been prepared for dispatch, it may be possible to stop the fulfilment process before the parcel is handed to the delivery provider.

If the order has already been packed or dispatched, cancellation before delivery may no longer be operationally possible. In that situation, you may need to follow the applicable statutory cancellation procedure or our returns process.

Please do not assume that an order has been cancelled simply because you have sent a request. Wait for confirmation of the outcome before treating the purchase as cancelled.

2. How to Submit a Cancellation Request

To request cancellation, use the contact options published on hokawear.co.uk.

Please include the following information where available:

• Your order number.
• The email address used when placing the order.
• The date the order was submitted.
• Whether you want to cancel the entire order or only particular items.
• A brief explanation of your request, if you wish to provide one.

Providing accurate order details helps us identify the relevant transaction and determine whether the fulfilment process can still be stopped.

If your request concerns only one item in a multi-product order, identify the product and quantity you want to cancel. Whether a partial cancellation is possible may depend on the order’s current status and how the products are being fulfilled.

We aim to review cancellation requests as reasonably practicable. However, submitting a request does not guarantee that an order can be stopped before dispatch.

3. Cancellation Before Order Processing

If you request cancellation shortly after placing an order, it may not yet have entered the main fulfilment process.

Where the order can still be stopped, we will review the request and take the appropriate steps to cancel it, subject to the applicable contractual arrangements.

An order that has not yet been dispatched is generally easier to cancel than one that has already entered the delivery network.

However, the status shown on the website may not reflect every internal fulfilment step immediately. For this reason, a status that appears unchanged does not necessarily guarantee that cancellation remains possible.

Please contact us promptly if you identify an error in your purchase. The earlier we receive your request, the greater the opportunity may be to review the available options before dispatch.

4. Cancellation During Preparation or Packing

Once an order has entered preparation, products may already have been allocated, checked, packed, or assigned to a shipment.

At this stage, cancellation may require additional checks to establish whether the fulfilment process can still be interrupted.

We will review the order’s status and determine whether it is possible to stop the shipment before handover to the carrier.

If the order can be cancelled, we will communicate the relevant outcome and arrange any refund due.

If the parcel has progressed too far for cancellation to be completed, we will explain the appropriate alternative, which may involve using the statutory cancellation rights available for eligible distance purchases or following the returns procedure.

We do not treat a cancellation request as automatically unsuccessful merely because preparation has begun. The outcome depends on the actual circumstances and the applicable legal requirements.

5. Orders That Have Already Been Dispatched

Once an order has been handed to a delivery provider, it may no longer be possible to intercept or stop the parcel through our ordinary fulfilment process.

If you no longer want the goods, please contact customer support and explain the situation.

Depending on the carrier’s procedures and the stage of delivery, options may include asking whether interception is possible or following the appropriate cancellation and return process after delivery.

You should not assume that refusing a parcel or leaving it uncollected automatically completes a statutory cancellation request.

For eligible online purchases, you may exercise your statutory right to cancel by clearly notifying us within the applicable cancellation period. You should then follow the relevant return instructions and deadline.

Any refund, return cost, or other consequence will be determined according to the applicable statutory rules and the terms of the relevant purchase.

6. Statutory Cancellation Rights for UK Customers

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have the right to cancel eligible distance contracts for goods within 14 days after receiving the goods, subject to statutory conditions and exceptions.

For a single item, the cancellation period generally ends 14 days after the day on which you, or a person nominated by you other than the carrier, takes physical possession of the goods.

If an order contains multiple goods delivered separately, the period generally ends 14 days after the day on which you take physical possession of the last item.

To exercise this right, you must clearly inform us of your decision to cancel before the relevant deadline. You generally then have a further 14 days to send the goods back.

You do not normally need to provide a reason for exercising the statutory right.

Certain exceptions apply to particular types of goods or contracts where the relevant legal conditions are satisfied. Whether an exception applies depends on the nature of the purchase and the circumstances.

These statutory cancellation rights are separate from any voluntary returns period offered by hokawear.co.uk.

7. How to Exercise Your Statutory Right to Cancel

If you wish to exercise your statutory cancellation right, send a clear statement of your decision through the contact options published on hokawear.co.uk.

Please include your order number and enough information to identify the purchase.

You may use a cancellation form if one is made available, but you are not generally required to use a particular form provided that your notice clearly communicates your decision to cancel.

Keep a copy of your message or other cancellation notice for your records.

Please ensure that your notice is sent within the applicable statutory cancellation period.

After notifying us, follow the return instructions provided for your order and ensure that the goods are sent back within the relevant legal deadline.

If you are unsure whether your purchase qualifies for statutory cancellation, contact customer support for guidance. Your legal rights will depend on the circumstances and any applicable statutory exceptions.

8. Return Conditions Following Cancellation

When exercising a statutory right to cancel, you should take reasonable care of the goods while they are in your possession.

You may generally handle and inspect goods to the extent necessary to establish their nature, characteristics, and functioning, in a manner comparable to what would reasonably be permitted in a shop.

If the goods have been handled beyond what is necessary for such inspection, you may be liable for any diminished value where the applicable legal conditions are met.

Where practical, return the product with its original packaging, accessories, labels, and other items supplied with it. However, the absence of original packaging does not automatically remove a statutory cancellation right.

Please use the return instructions provided for your purchase and retain proof of postage or other evidence of return.

If the goods are faulty, damaged, or not as described, different statutory rights may apply. Contact customer support to explain the problem rather than assuming that an ordinary change-of-mind cancellation procedure is the only available option.

9. Cancellation of Part of an Order

Customers may sometimes wish to cancel one product while keeping the remaining items in the same order.

For example, you may have selected two pairs of trainers but decide that you no longer want one pair.

Where fulfilment arrangements permit, we may be able to cancel an individual item before dispatch while allowing the rest of the order to proceed.

The availability of partial cancellation depends on whether the products have been processed together or separately and whether the relevant shipment can still be amended.

If partial cancellation is accepted, any refund due for the cancelled item will be calculated according to the order details and applicable terms.

Delivery charges or promotional discounts may need to be reviewed where they depend on the products remaining in the order. Any adjustment will be made subject to the conditions presented during purchase and applicable law.

Please identify the exact product and quantity you wish to cancel when contacting us.

10. Cancellation Due to an Incorrect Product Selection

If you discover that you selected the wrong size, colour, or product, please contact customer support as soon as possible.

If the order has not progressed too far through fulfilment, it may be possible to amend the selection or cancel the affected item.

An amendment is not guaranteed, particularly after the product has been packed or dispatched.

If the original order cannot be changed, we will explain the options available under the applicable cancellation and returns procedures.

Before placing a replacement order, check the status of the original purchase to avoid accidentally ordering the same product twice.

If you are uncertain whether a requested change has been completed, wait for confirmation before submitting another purchase.

11. Cancellation Due to an Incorrect Delivery Address

If you notice that the delivery address entered during checkout is incorrect, contact us immediately.

Please provide the order number and explain which part of the address needs to be corrected.

Where the order has not been dispatched, we may be able to amend the delivery details or cancel the order so that a new purchase can be submitted with the correct information.

After dispatch, address changes may depend on the carrier’s available services and may not be possible in every case.

If a parcel cannot be redirected, we will explain the available options based on the circumstances.

Customers should not assume that an address correction has been completed until confirmation has been received.

12. Refunds for Cancelled Orders

If a cancellation is accepted and a refund is due, we will arrange the refund in accordance with the applicable purchase terms and legal requirements.

Refunds will generally be made using the original payment method unless another arrangement is expressly agreed and legally permitted.

The amount refunded will depend on the part of the order cancelled and the applicable refund rules.

Where a statutory right to cancel applies, reimbursement is generally due without undue delay and within the applicable legal deadline. For eligible goods, a trader may in certain circumstances withhold reimbursement until the goods have been received back or evidence of their return has been supplied, whichever occurs first.

For an order cancelled before dispatch, the goods will not ordinarily need to be returned because they have not been sent to the customer.

Please note that the time taken for a refund to appear in your account may depend on your bank, card issuer, or payment provider.

If you have received confirmation that a refund was issued but the funds have not appeared within the communicated period, contact customer support with your order number and refund details.

13. Payment Authorisations and Pending Transactions

A cancellation may occur while a payment is still pending or subject to authorisation.

Depending on the payment provider, a pending authorisation may be released rather than processed as a completed refund. The way this appears on your bank or card statement may differ from one provider to another.

If the transaction has already been completed, a refund may need to be submitted through the relevant payment system.

The time required for a pending amount to disappear or for a refund to appear is not always controlled by hokawear.co.uk.

If you are unsure whether a payment was captured or merely authorised, review your payment account and contact customer support with the relevant order information.

For your security, never send your full payment card details, card security code, banking password, or one-time authentication code through ordinary messages.

14. Orders That Cannot Be Fulfilled

In some circumstances, an order may be affected by a stock discrepancy, product unavailability, a technical issue, or another unexpected fulfilment problem.

If we determine that an accepted order cannot be supplied, we will review the circumstances and communicate the appropriate next steps.

Where a cancellation and refund are required, these will be handled in accordance with the contract and applicable law.

We do not have an unrestricted right to cancel a binding purchase contract simply because fulfilment has become inconvenient.

If an order is affected by a product availability issue, customers will be informed of the relevant options where reasonably practicable.

Any refund due will be processed according to the applicable legal requirements.

15. Suspected Fraud or Payment Security Concerns

If an order appears to involve unauthorised payment activity or a potential security issue, additional verification may be necessary before the transaction can proceed.

Depending on the circumstances, an order may be delayed while relevant information is reviewed.

If an order is cancelled as a result of a confirmed payment or security issue, the outcome and any refund due will be handled according to the relevant circumstances and applicable law.

If you believe someone has used your payment details without permission, contact your bank or card issuer immediately.

You should also contact customer support if the suspected transaction relates to an order placed through hokawear.co.uk.

We will not ask you to disclose your banking password or one-time authentication code through ordinary customer support messages.

16. Cancellation Requests and Order Confirmation

After you submit a cancellation request, please allow reasonable time for the request to be reviewed and the relevant status to be updated.

You may receive a message confirming that the request has been received, followed by a separate confirmation explaining whether cancellation has been completed.

A message acknowledging receipt of your request is not necessarily confirmation that the order has been cancelled.

If you have not received an outcome and the order is approaching dispatch, contact customer support again and refer to your original message.

Where a statutory cancellation notice has been properly given, your rights are determined by the applicable law and do not depend solely on the display of an internal order status.

Please retain relevant correspondence until the matter has been resolved.

17. Cancellation Requests Submitted by Another Person

For security reasons, a request to cancel an order should normally be submitted by the customer who placed the purchase or by someone appropriately authorised to act on their behalf.

If a request comes from another person, we may need to verify the requester’s authority before disclosing order information or making changes.

This is intended to protect customers from unauthorised cancellation, disclosure, or alteration of their purchases.

Any verification will be proportionate to the nature of the request and handled in accordance with applicable data protection requirements.

If you are assisting another person with a cancellation, please explain your relationship to the order and provide the relevant details through the published contact channels.

18. Circumstances Outside the Ordinary Cancellation Process

Certain situations may require additional consideration, including orders affected by delivery disputes, suspected fraud, product defects, or other contractual issues.

The appropriate procedure will depend on the nature of the problem and the legal rights available.

For example, a consumer who receives faulty or misdescribed goods may have remedies under the Consumer Rights Act 2015 that are separate from the statutory change-of-mind cancellation right.

Similarly, a missed delivery deadline may give rise to remedies under applicable consumer law, depending on the circumstances.

Customers should explain the underlying issue when contacting us so that the request can be considered under the appropriate procedure.

Nothing in this policy is intended to restrict a remedy that is available under mandatory UK law.

19. Cancellation of Promotional or Discounted Orders

If an order was placed using a promotional code or discount, cancellation may affect the amount payable for the remaining products.

Where an entire order is cancelled and a refund is due, the refund will be calculated using the applicable transaction details.

If only part of an order is cancelled, any discount or promotional eligibility may need to be reassessed according to the conditions presented when the purchase was made.

We aim to apply promotional conditions transparently and consistently with applicable law.

A discount does not remove statutory cancellation rights or other mandatory consumer protections.

If you have a question about how a cancellation affects a promotional offer, please contact customer support and include the order reference.

20. Delivery Charges and Return Costs

The treatment of delivery charges following cancellation depends on the stage of fulfilment, the type of cancellation, and the applicable legal requirements.

Where a consumer exercises a statutory right to cancel an eligible distance contract, the trader is generally required to reimburse the standard outbound delivery cost, subject to the relevant statutory conditions. Any additional cost arising from the consumer’s choice of a more expensive delivery method may not need to be reimbursed.

The consumer may generally be responsible for the direct cost of returning goods following statutory cancellation unless the trader has agreed to bear that cost or failed to provide the required information about return costs.

Our voluntary returns arrangements may provide additional benefits for eligible purchases. Please consult the Returns and Refunds Policy for details.

If an order is cancelled before dispatch, return shipping will not ordinarily be necessary because the goods have not been delivered.

21. Changes to This Order Cancellation Policy

Our order processing systems, fulfilment arrangements, and customer support procedures may change over time.

We may update this policy to reflect changes in our website operations, available services, or applicable legal requirements.

The latest version will be published on hokawear.co.uk.

We encourage customers to review the relevant information before submitting a cancellation request.

A policy update does not automatically alter a binding contract already formed or remove a statutory right that has already arisen.

Where a legal requirement applies to an existing purchase, that requirement takes precedence over inconsistent wording in this policy.

22. Contact Us About a Cancellation

If you wish to cancel an order or need clarification about the cancellation process, please visit the Contact Us page on hokawear.co.uk and use the contact method currently provided there.

To help us identify your purchase, include your order number, the date of purchase where known, and whether you wish to cancel the entire order or selected items.

If you are exercising a statutory cancellation right, clearly state that you wish to cancel the relevant contract and retain a copy of your notice.

Please do not include passwords, full payment card details, card security codes, or one-time authentication codes in your message.

We aim to review cancellation enquiries carefully and explain the available options based on the order status, the relevant contractual conditions, and applicable UK law.

23. Our Commitment to Fair Cancellation Handling

At hokawear.co.uk, we recognise that customers may need to reconsider a purchase or correct an error after submitting an order.

We aim to handle cancellation requests clearly, explain when fulfilment arrangements affect the available options, and process refunds in accordance with the relevant contractual and legal requirements.

We also recognise that statutory cancellation rights and protections for faulty or misdescribed goods are important parts of online shopping in the United Kingdom.

Our objective is to provide customers with understandable procedures and appropriate guidance, whether a request is made shortly after checkout or after the goods have arrived.

Thank you for shopping with hokawear.co.uk. If you need to change or cancel a purchase, please contact us as early as possible so that we can review the available options.