Stato dell’ordine

At hokawear.co.uk, we understand that customers want to know what is happening with their purchases after placing an order. Our Order Status Policy explains how to check order progress, understand common status updates, locate tracking information, and request assistance when an order does not appear to be progressing as expected.

Our online store offers a selection of HOKA footwear, running shoes, walking trainers, activewear, clothing, and related accessories for customers in the United Kingdom. From the moment an order is submitted to the point when the parcel arrives, different processing stages may apply depending on payment verification, product availability, fulfilment arrangements, and delivery services.

This policy is intended to help customers understand the information associated with their orders and explain what to do if a status update is missing, unclear, or unexpected.

1. Understanding Your Order Status

An order status provides information about the current stage of a purchase. It may indicate whether an order has been received, whether payment requires further processing, whether the items are being prepared, or whether the parcel has entered the delivery network.

The exact wording used to describe an order may vary according to the website’s ordering system and the services involved.

A status update is intended to communicate progress, but it does not always provide a complete explanation of every operational step. For example, an order may be undergoing internal preparation even when the displayed status has not yet changed.

Customers should refer to their order confirmation, subsequent notifications, and any available tracking information when checking progress.

If the information displayed appears inconsistent with the communications received, please contact customer support for clarification.

2. Order Confirmation

After an order is submitted through hokawear.co.uk, an order acknowledgement or confirmation message may be sent to the email address provided during checkout.

This communication may contain the order reference, purchased products, quantities, selected variations, delivery details, and payment information relevant to the transaction.

Please review the confirmation carefully to ensure that the details are correct.

An acknowledgement that an order has been received does not necessarily mean that every processing step has been completed or that the goods have already been dispatched. The meaning of the message depends on the ordering process explained during checkout.

If you do not receive an expected confirmation, check your spam or junk folder and verify that the email address entered during checkout was correct.

Before submitting another order, check whether the original purchase appears in any available order records or whether a payment has been initiated. This can help reduce the risk of accidentally placing a duplicate order.

If you remain uncertain, contact customer support with the information available about the attempted purchase.

3. Processing and Verification

Once an order has been received, it may pass through several processing steps before the items are prepared for dispatch.

These steps may include checking the submitted order details, confirming payment status, reviewing product availability, allocating stock, and preparing the information required for fulfilment.

Some orders may require additional verification if the payment provider requests further checks, if information appears incomplete, or if a technical issue affects processing.

During this stage, the order may remain marked as processing or display another status indicating that fulfilment has not yet been completed.

The time required can vary depending on the order and the operational arrangements involved.

If your order remains at the same status for an unusually long period, please contact customer support with your order reference. We can review the available information and explain whether any further action is required.

4. Payment Pending or Payment Verification

A payment-related status may indicate that a transaction is awaiting authorisation, confirmation, or another step required by the payment provider.

A pending payment does not necessarily mean that the payment has failed. Similarly, a payment authorisation is not always the same as a completed charge.

Depending on the payment method, your bank or payment provider may require additional processing before the transaction is confirmed.

If a payment appears pending, check the payment information provided by your bank or payment service and review any messages received during checkout.

Please avoid repeatedly submitting payment details or placing another order until you have a clearer understanding of the original transaction.

If the payment status remains unclear, contact customer support with your order number and a description of what you can see. Do not send full payment card details, security codes, banking passwords, or one-time authentication codes.

5. Order Preparation

After the relevant initial checks have been completed, an order may move into a preparation stage.

During this stage, the selected products may be checked, allocated, packed, and prepared for handover to the delivery provider.

The time required can vary according to product availability, order volume, fulfilment arrangements, and other operational factors.

An order that is being prepared has not necessarily been dispatched. Customers should wait for a dispatch notification or another clear indication that the parcel has entered the shipping process.

If an item becomes unavailable or an unexpected fulfilment problem arises, we aim to communicate the relevant information and explain the available options in accordance with the contract and applicable law.

For questions about an order that appears to be stuck in preparation, please contact customer support.

6. Dispatched Orders

An order may be marked as dispatched once the relevant fulfilment process has progressed to the shipping stage.

Where dispatch information is available, a notification may be sent to the email address supplied during checkout.

The notification may include the shipment reference, delivery provider, tracking link, or other information relevant to the parcel.

Dispatch means that the order has progressed beyond ordinary preparation. However, the carrier’s tracking system may not display a movement update immediately, as the parcel may still require an initial scan or registration.

The dispatch status does not guarantee delivery on a particular date unless a specific date or deadline has been expressly agreed.

If you have received a dispatch notification but cannot access the tracking information, please allow time for the carrier’s system to update before contacting us.

7. Tracking Your Parcel

Where tracking is available, customers can use the link or reference supplied in the dispatch notification to check the parcel’s progress.

Depending on the carrier, tracking events may include parcel acceptance, processing at a distribution centre, movement between facilities, arrival at a local depot, an attempted delivery, or confirmation of delivery.

The exact descriptions and frequency of updates are determined by the delivery provider.

A tracking page may initially display limited information, particularly shortly after dispatch. This does not automatically indicate that the shipment has been lost.

If no meaningful update appears after a reasonable interval, check the tracking page again and contact customer support if the situation remains unresolved.

When contacting us, include your order number, tracking reference, and the latest status displayed by the carrier.

8. Estimated Delivery Dates

Where an estimated delivery date is provided, it is intended to help customers understand when an order may arrive.

The estimate may depend on the selected delivery service, the destination, the date the order is processed, and the carrier’s operating arrangements.

Delivery estimates can be affected by circumstances such as severe weather, public holidays, transport interruptions, or unexpected operational delays.

Unless a specific delivery date or deadline has been expressly agreed, an estimated date should not be treated as an exact appointment.

If the estimated delivery date passes without the parcel arriving, review the tracking information and contact customer support if further assistance is needed.

Estimated delivery information does not remove any applicable contractual delivery obligation or statutory consumer right.

9. Delayed Order Status Updates

Sometimes an order may appear to remain at the same status even though processing or delivery activity is taking place.

This may happen because internal systems and carrier tracking services do not always update at the same time.

A delay in status updates may also occur because of payment verification, stock allocation, fulfilment backlogs, or a carrier’s scanning procedures.

If your order has not changed status for longer than reasonably expected, please contact us with the order reference and the date of your purchase.

We will review the available information and, where possible, explain whether the order is still being processed, has been dispatched, or requires further investigation.

We cannot guarantee that every status update will appear immediately, but we aim to provide relevant information when it becomes available.

10. Orders Containing Multiple Products

If your order contains several items, the products may occasionally be prepared or dispatched separately.

This can result in different status updates or tracking references being associated with the same order.

One parcel may arrive before another, and the tracking pages may show different delivery estimates.

If you receive only part of your order, check whether separate shipment notifications have been provided before reporting the remaining products as missing.

If an item appears to be outstanding beyond its expected delivery period, contact customer support and identify the product that has not arrived.

We will review the order and shipment information available and explain the appropriate next steps.

11. Updating Incorrect Order Details

If you notice an error in your order details, such as an incorrect delivery address, email address, or selected product variation, contact customer support as soon as possible.

Please provide the order reference and explain which detail needs to be corrected.

Whether a change can be made depends on the current status of the order and the stage reached in the fulfilment process.

Some corrections may be possible before an order is prepared, while changes may be restricted once the parcel has been handed to the delivery provider.

Please do not assume that a requested amendment has been completed until you receive confirmation.

If the order has already been dispatched, the available options may depend on the carrier’s procedures and the applicable contractual arrangements.

12. Cancelled Orders

If an order has been cancelled, its status may change to indicate that the cancellation has been recorded or processed.

The time required for the status to update may differ from the time needed to complete any related payment adjustment.

If a cancellation request has been submitted but no confirmation has been received, please contact customer support rather than assuming the request has been completed.

If the order has already entered dispatch, a different procedure may be necessary depending on the circumstances and the customer’s statutory cancellation rights.

For further details, please consult our Order Cancellation Policy.

13. Refund Status

A refund may be recorded separately from the status of the original order.

Depending on the circumstances, the refund process may involve reviewing the request, confirming eligibility, receiving returned goods where applicable, authorising the refund, and transmitting the payment instruction to the relevant payment provider.

Once a refund has been issued, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment service.

A refund confirmation does not necessarily mean that the funds will be visible immediately.

If the expected refund has not appeared within the communicated period, contact customer support with your order number, refund confirmation if available, and the payment method used.

Refunds will be handled in accordance with the applicable purchase terms and UK consumer law.

14. Orders Requiring Additional Information

In some circumstances, further information may be needed before an order can proceed.

This may occur if delivery details are incomplete, payment verification has not been completed, or an operational issue requires clarification.

If additional information is required, we may contact you using the details supplied during checkout or through another available communication channel.

Please check your inbox and spam or junk folder if an order appears to be waiting for action.

If you receive a request that appears suspicious, do not provide passwords, one-time authentication codes, or full payment card security details. Verify the request through the contact options published on hokawear.co.uk.

If you are unsure whether your order requires further information, contact customer support with your order reference.

15. Orders Marked as Delivered

If your order status indicates that the parcel has been delivered, but you have not received it, please review the available tracking details.

Where appropriate, check the delivery location, any authorised safe place, the building’s reception area, or whether another person has accepted the parcel on your behalf.

If you still cannot locate the parcel, contact customer support promptly and explain the situation.

Please provide the order number, tracking reference, and any relevant delivery information.

We may need to review the carrier’s delivery record or make further enquiries to establish what happened.

A tracking entry marked as delivered does not automatically resolve every question about whether the goods were delivered in accordance with the contract. We will consider the circumstances and applicable consumer protections when reviewing the issue.

16. Lost, Damaged, or Incorrect Orders

If an order appears to be lost, arrives damaged, or contains a product different from the one purchased, contact customer support with the relevant details.

For a potentially lost parcel, include the latest tracking status and explain how long the shipment has remained without a meaningful update.

For damaged goods, photographs of the parcel, packaging, and affected product may help us understand the problem.

For an incorrect item, identify the product received and the item shown in your order confirmation.

Please retain relevant packaging and correspondence where practical until the issue has been reviewed.

We aim to assess the available information and explain the next steps. Depending on the circumstances, this may involve further investigation, a replacement, a refund, or another remedy available under the contract or applicable law.

17. Protecting Your Order Information

Order status information may contain personal details relating to a purchase, delivery address, or transaction.

Customers should keep order references and tracking information reasonably secure and avoid sharing them publicly where they could expose private information.

When contacting customer support about an order, please use the contact options published on hokawear.co.uk.

We may ask for appropriate verification before disclosing information or making changes to an order.

Personal information associated with orders is handled in accordance with our Privacy Policy and applicable UK data protection legislation.

Please do not include unnecessary confidential information in your enquiry.

18. Order Notifications and Email Accuracy

Order-related notifications may be sent to the email address provided during checkout.

These communications may include order acknowledgements, dispatch details, tracking references, or updates concerning a purchase.

Customers should ensure that their email address is entered correctly and that messages from the website are not being filtered into spam or junk folders.

If you believe that an order notification has not arrived, check the email address supplied and review any available order records before contacting support.

If you need to correct your contact information, contact us promptly. Changes may be subject to verification and may not affect messages already sent.

We aim to provide relevant order communications where the necessary information is available.

19. Contacting Customer Support About Order Status

If you need help understanding your order status, please use the contact options published on hokawear.co.uk.

To help us review your enquiry, include:

• Your order number.
• The date the order was placed, if known.
• The current status displayed.
• The tracking reference, if available.
• A brief description of the issue or information you need.

Please avoid sending full payment card details, passwords, security codes, or one-time authentication codes.

Providing clear and relevant information can help us identify the order and determine whether further investigation is required.

We aim to review enquiries as reasonably practicable. Response times may vary depending on the complexity of the issue and whether additional information must be obtained from a delivery or payment provider.

20. Delivery Obligations and Consumer Rights

Order status updates are provided to help customers understand the progress of a purchase. They do not replace the delivery obligations that apply under the contract or applicable UK consumer law.

Where no other delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days, subject to the applicable legal conditions.

If a relevant delivery deadline is missed, consumers may have rights to require delivery within an additional appropriate period or terminate the contract in certain circumstances.

Different rules may apply where a specific delivery date was essential or the trader refuses to deliver.

Nothing in this Order Status Policy is intended to limit a consumer’s statutory rights or prevent them from exercising a remedy available under applicable law.

21. Changes to Order Status Procedures

Our order management systems, notification methods, and fulfilment procedures may change as the website develops.

We may update how order progress is displayed or how customers access tracking information.

The exact status descriptions and available tracking features may therefore vary over time.

We aim to keep relevant order information accessible and provide reasonable guidance when a customer encounters an unclear status.

Changes to internal status labels do not, by themselves, alter an existing contract or remove any legal obligation associated with a purchase.

22. Our Commitment to Order Transparency

At hokawear.co.uk, we recognise that clear order information helps customers plan for delivery and understand what is happening after a purchase is submitted.

We aim to provide relevant confirmations and status updates where available, help customers identify the appropriate tracking information, and review enquiries when a shipment or transaction does not progress as expected.

Although some stages depend on payment providers, fulfilment arrangements, or delivery companies, we aim to explain the information available and guide customers towards the appropriate next steps.

Thank you for shopping with hokawear.co.uk. We appreciate your order and aim to make it easier for you to follow its progress from submission through delivery.

23. Contact Us

For questions about an order, an unclear status update, a missing tracking reference, or a delivery concern, please visit the Contact Us page on hokawear.co.uk and use the contact method currently provided there.

Include your order number and the latest available status information so that your enquiry can be reviewed efficiently.

We aim to provide helpful guidance based on the circumstances, the information available, and the contractual and legal requirements that apply to your purchase.