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At hokawear.co.uk, we aim to make receiving your order as straightforward as possible. Whether you are purchasing HOKA running shoes, everyday trainers, walking footwear, activewear, clothing, or accessories, this Shipping and Delivery Policy explains how orders are prepared, how delivery arrangements work, what to expect after dispatch, and what to do if a parcel does not arrive as expected.

We serve customers in the United Kingdom and aim to provide clear information throughout the fulfilment process, from the submission of an order to its arrival at the delivery address. Actual delivery arrangements may vary according to product availability, the destination, the shipping service selected, and circumstances affecting the carrier.

Please review this policy before completing your purchase. The delivery information displayed during checkout and in your order confirmation should also be consulted for details specific to your order.

1. Order Processing and Preparation

After an order is submitted through hokawear.co.uk, the relevant order details are reviewed and passed through the applicable processing stages.

Depending on the order, preparation may include payment confirmation, product availability checks, stock allocation, packing, and the creation of shipping documentation.

Processing time is separate from the time a parcel spends in transit. A parcel cannot normally begin its delivery journey until the relevant fulfilment steps have been completed.

Orders may require additional processing where information needs to be verified, a product’s availability must be confirmed, or a technical issue affects the checkout or fulfilment system.

We aim to process orders as efficiently as reasonably practicable. However, we cannot guarantee that every order will be prepared within an identical timeframe.

If you believe your order has remained unprocessed for an unusual period, please contact customer support with your order reference.

2. Delivery Destinations

hokawear.co.uk is intended to serve customers in the United Kingdom. The destinations available for delivery will depend on the delivery options supported at checkout.

Before placing an order, please check that your full address can be selected or entered correctly and that the relevant delivery service is available for your location.

Coverage may differ between mainland addresses, remote locations, islands, and certain areas with specific carrier restrictions.

If a destination is not supported, the checkout process may prevent the order from being completed using that address.

Where delivery availability is uncertain, please contact customer support before submitting your purchase. We can review the information available and explain the appropriate options.

We do not assume that every carrier or delivery service covers every UK postcode.

3. Delivery Charges

Any applicable delivery charges will be displayed during checkout before you submit your order.

The final delivery cost, if any, may depend on the delivery option available, the destination, and the order details.

Please review the checkout summary carefully to ensure that the delivery charge and total amount payable are understood before confirming the purchase.

If a delivery promotion or free delivery offer is displayed, the conditions associated with that offer will apply. Eligibility may depend on the products purchased, the delivery destination, or other clearly stated requirements.

If a charge appears inconsistent with the information shown before purchase, please contact customer support so that the matter can be reviewed.

We aim to display delivery-related charges transparently and in accordance with applicable UK consumer law.

4. Estimated Delivery Times

Delivery estimates are intended to help customers understand when an order may arrive. The applicable estimate, where available, will be displayed during checkout or communicated through the order confirmation or dispatch notification.

The overall delivery period may include both order preparation and transit time, depending on how the estimate is presented.

Actual arrival dates can vary because of the destination, carrier capacity, parcel routing, adverse weather, public holidays, or other circumstances affecting transport.

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

We aim to keep customers informed where relevant delivery information becomes available. If an order is delayed beyond the stated estimate, please check the latest tracking information and contact us if further assistance is needed.

Nothing in this policy removes a delivery deadline or other obligation that applies under a binding contract or mandatory law.

5. Shipping Confirmation

When an order reaches the dispatch stage, a shipping confirmation may be sent to the email address provided during checkout.

Depending on the available fulfilment system, this communication may include the order reference, dispatch information, the delivery provider, or a tracking link.

Please check that the email address entered during checkout is correct so that order communications can reach you.

If you do not receive a dispatch notification, check your spam or junk folder before contacting customer support.

A dispatch notification indicates that the order has progressed to the shipping stage. It does not necessarily mean that the carrier’s tracking system will display movement immediately.

If the notification contains information that appears incorrect, please contact us with your order number so that we can review the details.

6. Parcel Tracking

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

The carrier’s tracking system may show events such as collection, processing at a sorting facility, transfer between distribution centres, arrival at a local depot, or preparation for final delivery.

The wording and frequency of these updates depend on the delivery provider.

Tracking information may take some time to appear after dispatch because the parcel may need to be scanned or registered within the carrier’s network.

If the tracking page does not update immediately, this does not automatically mean that the parcel has been lost.

Please check the tracking page again after a reasonable interval. If there is still no meaningful update or the estimated delivery period has passed, contact customer support with the tracking reference and order number.

7. Accurate Delivery Addresses

Customers are responsible for checking the delivery details entered during checkout.

Please provide a complete and accurate address, including the house or building number, street name, locality where relevant, town or city, and postcode. Any additional information needed to locate the property should be included in the appropriate address field.

Incorrect or incomplete details may cause delivery difficulties, additional handling, or the return of a parcel to the sender.

If you discover an address error after placing an order, contact us as soon as possible. Whether a correction can be made depends on the stage of fulfilment and the delivery provider’s available procedures.

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

Once a parcel has entered the carrier’s network, address changes or redirection may be restricted.

8. Delivery Attempts and Recipient Availability

The delivery provider may attempt to deliver the parcel to the address supplied during checkout.

If the recipient is unavailable, access to the property is restricted, or another delivery difficulty occurs, the carrier may record an unsuccessful delivery attempt.

Depending on the service, the carrier may arrange another attempt, provide collection instructions, or hold the parcel at an authorised location.

Please review any notification or tracking update provided by the delivery service to understand the available options.

If the parcel cannot be delivered after the available attempts, it may be returned to the sender in accordance with the carrier’s procedures.

If you need help understanding an unsuccessful delivery, contact customer support and provide your order reference and tracking details.

9. Safe Places and Alternative Recipients

Some delivery services may offer options for leaving a parcel in a designated safe place, delivering it to a nominated recipient, or arranging collection.

The availability of these options depends on the carrier and the specific delivery service.

Customers should review any instructions carefully before authorising an alternative delivery arrangement.

If you nominate another person to receive a parcel, ensure that the arrangement is suitable for your circumstances and that the person can accept the delivery.

Where a parcel is left in an authorised location or delivered according to instructions provided by the customer, the circumstances may be relevant if a later delivery concern arises.

If you believe a parcel has been left somewhere incorrectly or delivered contrary to the agreed instructions, contact customer support so that the available delivery records can be reviewed.

10. Delayed Shipments

Although we aim to support timely delivery, delays can occur at different stages of the shipping process.

Possible causes include temporary fulfilment backlogs, carrier network congestion, severe weather, transport disruption, operational interruptions, incorrect address information, or additional processing requirements.

If your parcel has not arrived within the stated estimate, please review the latest tracking information first.

If the tracking status suggests that the parcel is delayed, contact us with your order number and the most recent tracking update. We will review the information available and explain the appropriate next steps.

We do not treat every delay as evidence that a parcel has been lost. However, we will consider the circumstances if the parcel appears to be missing or the delivery deadline has been exceeded.

Under UK consumer law, goods must generally be delivered without undue delay and within 30 days unless another delivery period has been agreed, subject to the applicable legal conditions. Where a legally relevant delivery deadline is missed, consumers may have rights to require delivery or terminate the contract in certain circumstances.

11. Missing Parcels

If your order has not arrived and the tracking information does not provide a clear explanation, please contact customer support.

Before reporting the parcel as missing, where appropriate, check the latest tracking details, any delivery notifications, and whether another authorised recipient has accepted the parcel.

Please provide your order number, tracking reference, delivery address details sufficient to identify the shipment, and a description of the issue.

We may need to review the dispatch record or make enquiries with the delivery provider to establish what happened.

If the carrier has marked the parcel as delivered but you have not received it, please explain this clearly in your message.

A tracking entry alone does not automatically resolve every question about whether the goods have been delivered in accordance with the contract. We will review the circumstances in line with the applicable contractual arrangements and UK consumer law.

12. Parcels Marked as Delivered but Not Received

If the carrier’s tracking page states that your parcel was delivered but you cannot locate it, please contact us promptly.

Where relevant, check the designated safe place, the building’s reception area, or another location specified in the carrier’s delivery information. You may also wish to ask household members or other authorised recipients whether they accepted the parcel.

If the parcel remains missing, provide your order number and tracking reference so that the delivery record can be reviewed.

We may need to seek additional information from the carrier, including details of the recorded delivery event.

Please do not assume that the matter is closed simply because the tracking page shows a completed delivery.

We will consider the available evidence and the circumstances of the delivery when determining the appropriate next steps.

13. Orders Shipped in Multiple Parcels

An order containing several products may occasionally be fulfilled through more than one shipment.

This may happen because items are prepared separately or because the fulfilment arrangement requires different parcels.

Where multiple shipments are used, each parcel may have its own dispatch notification and tracking reference.

The parcels may not arrive on the same day, even when they belong to a single order.

Please check all available shipment notifications before reporting an item as missing.

If one parcel arrives but another remains outstanding beyond its expected delivery period, contact customer support and identify the product or shipment that has not arrived.

We will review the relevant order and shipping information and explain the status of the outstanding items.

14. Damaged Parcels and Products

If a parcel arrives with visible damage or the product inside appears damaged, please contact customer support as soon as reasonably practicable.

Where possible, retain the packaging and take clear photographs of the external parcel, shipping label, protective packaging, and affected product.

These details may help us understand whether the damage occurred during transit or whether another issue requires investigation.

Please explain which item is affected and whether any parts or accessories are missing.

We will review the information provided and explain the appropriate next steps, which may include a return, replacement, refund, or another remedy depending on the circumstances.

Your statutory rights concerning goods that are faulty or damaged remain unaffected by this shipping policy.

15. Incorrect or Missing Items

If your parcel contains a different product from the one ordered, or an expected item is missing, please contact us with your order reference.

Identify the product received and the product or quantity that should have been included.

Photographs of the received goods and packaging may be useful where there is a visible discrepancy.

Please retain the items and packaging until you receive instructions, where practical.

We will compare the information provided with the available order and fulfilment records and explain the appropriate solution.

If the goods supplied do not conform to the contract, applicable consumer protection law may provide remedies that cannot be excluded by our standard delivery procedures.

16. Refused Deliveries and Returned-to-Sender Parcels

If a parcel is refused at delivery or remains uncollected, the carrier may return it to the sender.

A parcel may also be returned because of an incomplete address, unsuccessful delivery attempts, or another issue affecting the delivery process.

If tracking indicates that a parcel is being returned, please contact customer support before placing another order.

We will review the circumstances and explain whether redelivery, a new shipment, cancellation, or another solution is available.

The treatment of delivery charges and refunds depends on the reason for the return, the applicable purchase terms, and any relevant statutory rights.

Refusing a parcel does not necessarily complete a statutory cancellation request. If you intend to cancel the purchase, please communicate that decision clearly through the appropriate contact channel.

17. Changing a Delivery Date or Address

After placing an order, you may discover that the delivery address is incorrect or that you will not be available to receive the parcel.

Please contact customer support as soon as possible if you need to request a change.

Before dispatch, some changes may be possible, depending on the order’s status and the available fulfilment arrangements.

After dispatch, changes may need to be requested directly through the carrier’s available procedures. Not every delivery service permits redirection, date changes, or collection-point transfers.

Any amendment remains subject to the provider’s rules and operational limitations.

We cannot guarantee that a requested change will be completed, so please wait for confirmation before relying on the revised arrangement.

18. Delivery to Remote Areas and Special Locations

Delivery to remote locations, islands, rural addresses, large residential developments, and properties with restricted access may require additional handling or different delivery arrangements.

Some carrier services may have limited coverage or different estimated delivery periods for these destinations.

Please check the available delivery information during checkout before placing your order.

If a postcode or address cannot be accepted, contact customer support to ask whether an alternative delivery option is available.

We aim to communicate any relevant restrictions that are known to us before the order is completed.

Where an unexpected issue arises after purchase, we will review the circumstances and explain the available options in accordance with the purchase terms and applicable law.

19. Public Holidays and Exceptional Disruptions

Delivery schedules may be affected by UK public holidays, carrier operating hours, severe weather, transport interruptions, industrial action, or other events outside the ordinary shipping process.

During these periods, parcels may take longer to be processed or delivered, and tracking information may update less frequently.

Where an exceptional disruption affects a shipment, customers should check the carrier’s latest announcements and tracking information.

If the disruption causes a significant delay, contact customer support for assistance with the available information.

Such events do not automatically remove contractual obligations or statutory consumer rights. The legal consequences will depend on the circumstances and applicable law.

20. Customs, Taxes, and Additional Charges

For orders delivered within the United Kingdom, any applicable taxes or delivery charges that form part of the purchase price should be presented in accordance with the information provided during checkout.

If an order is to be delivered to a location subject to different tax or import arrangements, additional charges may depend on the destination and the shipping terms presented at the time of purchase.

Customers should review any relevant information before completing an order.

We do not recommend paying unexpected charges through unverified messages or links claiming to come from a delivery provider. If you receive a suspicious payment request, verify it directly through the carrier’s recognised website or customer service channel.

If you are uncertain about a charge associated with your order, contact customer support for clarification.

21. Delivery Notifications and Personal Information

To fulfil an order, certain information may need to be shared with the delivery provider, including the recipient’s name, delivery address, contact details where required, and shipment reference.

This information is used for relevant purposes such as preparing the shipment, arranging delivery, providing tracking updates, and handling delivery enquiries.

We aim to handle personal information in accordance with applicable UK data protection law and our Privacy Policy.

Please ensure that the contact details supplied during checkout are accurate and that you have permission to provide another person’s information if you arrange delivery to them.

For more information about how order and delivery information is processed, please review our Privacy Policy.

22. Delivery Issues and Customer Support

If you experience a delivery problem, please use the contact options published on hokawear.co.uk.

To help us review the matter, include your order number, tracking reference where available, the latest tracking status, and a concise explanation of the issue.

For damaged parcels or incorrect products, photographs may be helpful. For a missing parcel, please describe any delivery information you have already checked.

We aim to review enquiries carefully and provide practical guidance based on the available records.

If further investigation is required, we may need additional time to obtain information from the delivery provider. We will explain the next steps where reasonably practicable.

23. Updates to This Shipping and Delivery Policy

Our delivery arrangements may change as carrier services, fulfilment processes, website features, or legal requirements develop.

We may therefore update this policy from time to time. The latest version will be published on hokawear.co.uk.

Customers should review the delivery information displayed during checkout and in their order confirmation, as this information may contain details specific to an individual purchase.

A policy update will not automatically change an existing contractual commitment or remove a statutory right that has already arisen.

Where mandatory UK consumer protection rules apply, those rules take precedence over any inconsistent wording in this policy.

24. Our Commitment to Reliable Delivery

At hokawear.co.uk, we recognise that delivery is an important part of the overall shopping experience. Customers should be able to understand how orders are prepared, where to find tracking information, and what to do when a shipment does not arrive as expected.

We aim to provide clear delivery information, support reasonable enquiries, and review shipment concerns according to the available evidence and applicable legal requirements.

From order preparation to final delivery, our goal is to make the process as understandable and dependable as reasonably possible for customers throughout the United Kingdom.

Thank you for choosing hokawear.co.uk. We appreciate your order and aim to provide helpful guidance throughout the delivery process.