Welcome to hokarunning.co.uk. We’re here to help make your shopping experience as smooth, convenient and enjoyable as possible.
Whether you’re looking for HOKA running shoes, comfortable trainers, sportswear or accessories, our customer service team is here to assist with product enquiries, orders, deliveries, returns and after-sales support.
We understand that reliable communication is an important part of shopping online. Our aim is to provide clear information, helpful guidance and practical solutions whenever you need assistance.
1. Get in Touch with Our Customer Service Team
If you have a question about our products or services, please contact us using the contact options available on hokarunning.co.uk.
Our customer service team can assist with a wide range of enquiries, including:
- Product information and availability.
- Shoe sizing, fit and footwear features.
- Order confirmation and order status.
- Payment and checkout enquiries.
- Shipping and delivery information.
- Order changes and cancellations.
- Returns, exchanges and refunds.
- Warranty claims and product concerns.
- Website accounts and technical issues.
We aim to respond to customer enquiries as promptly as possible and provide clear, useful information.
2. Product Information and Sizing Assistance
Choosing the right running shoes can make a difference to your comfort and everyday activities.
If you’re unsure which HOKA footwear style may suit your needs, our customer service team can help you understand the available product information.
We can assist with questions about running shoes, walking trainers, trail footwear and everyday sportswear.
You can also contact us for guidance on:
- Available sizes and colour options.
- General shoe fit and sizing information.
- Cushioning and footwear features.
- Product materials and care instructions.
- Differences between available styles.
- Clothing and accessory information.
While we can provide general product guidance, individual comfort and fit may vary according to personal preferences and intended use.
3. Order Enquiries and Order Status
Once you have placed an order, you will normally receive an order acknowledgement at the email address provided during checkout.
If you need help checking your order status, please contact our customer service team with your order number.
We can assist with questions relating to order confirmation, payment status, processing, dispatch and delivery progress.
Where tracking information is available, you may also receive a shipping confirmation containing the relevant tracking details.
If you have not received your order confirmation, please check your spam or junk email folder before contacting us.
For further information, please refer to our Order Status Policy.
4. Shipping and Delivery Support
At hokarunning.co.uk, we offer free standard delivery on eligible orders within the United Kingdom, with no minimum order value.
We aim to prepare and dispatch orders efficiently and provide relevant delivery information throughout the process.
If you have questions about your shipment, our customer service team can assist with:
- Delivery availability and estimated delivery times.
- Shipping confirmation and tracking.
- Delayed deliveries.
- Missing or lost parcels.
- Incorrect delivery information.
- Parcels arriving damaged.
- Orders containing multiple shipments.
If your order has not arrived within the agreed delivery period, please contact us so that we can investigate the issue.
For more details, please review our Shipping and Delivery Policy.
5. Returns and Exchanges
We understand that choosing footwear online sometimes requires additional flexibility.
That’s why we offer free eligible returns and a 30-day risk-free trial run in accordance with our Returns and Refunds Policy.
If your running shoes or trainers do not meet your expectations, you can contact our customer service team to request a return.
We can help you understand the return process, applicable conditions and available exchange options.
If you need a different size or colour, we can explain the available options, subject to product availability.
Our voluntary return programme is provided in addition to your statutory consumer rights.
6. Refund Enquiries
If you have returned a product or cancelled an order, our customer service team can assist with questions about your refund.
Refunds are normally issued to the original payment method, unless another arrangement is expressly agreed.
For voluntary returns, refunds will normally be processed within 14 days after the returned products have been received and assessed.
Where statutory cancellation rights apply, the relevant legal refund deadlines take precedence.
Once a refund has been issued, your payment provider may require additional time to display the funds in your account.
If you need assistance, please provide your order number and relevant return information.
7. Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible.
Depending on the processing stage, we may be able to assist with changes to product sizes, colours, quantities or delivery information.
Once an order has entered the dispatch process, certain changes may no longer be possible.
If your parcel has already been dispatched, you may still be able to return eligible products under our returns policy.
Customers also have statutory cancellation rights under applicable UK consumer law.
For more information, please refer to our Order Cancellation Policy.
8. Warranty and Product Concerns
We offer a 2-year warranty on all products, subject to the applicable warranty terms and conditions.
This voluntary warranty provides additional protection against qualifying manufacturing and material defects arising during normal, intended use.
If you believe your product has developed a manufacturing fault, please contact our customer service team.
To help us assess your enquiry, we may ask for:
- Your order number.
- The product name or model.
- A description of the issue.
- The approximate date the issue appeared.
- Photographs showing the affected area, where helpful.
We will review the information and explain the available next steps.
Our warranty does not replace or restrict your statutory rights under the Consumer Rights Act 2015.
9. Damaged, Faulty or Incorrect Products
If your order arrives damaged, contains the wrong product or appears to have a manufacturing defect, please let us know.
We aim to resolve these issues fairly and in accordance with applicable UK consumer law.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or another statutory remedy.
When contacting us, please include your order number and a clear description of the problem.
Photographs may help us understand the issue more quickly, although your statutory rights do not depend on providing photographs in every case.
We will explain the available options after reviewing your enquiry.
10. Payment and Checkout Assistance
If you experience difficulties completing a purchase, our customer service team can help with general payment and checkout enquiries.
We can assist with questions about available payment methods, failed transactions, pending payments and duplicate charges.
For security reasons, please do not send full payment card numbers, card security codes, banking passwords or other sensitive financial credentials through ordinary customer service messages.
Payments should be completed using the secure checkout options available on our website.
If you suspect an unauthorised payment, we recommend contacting your bank or payment provider promptly.
11. Customer Accounts and Website Support
If you have difficulty accessing your customer account or using our website, please contact us for assistance.
We can help with general enquiries about account access, order history, login problems and website functionality.
If you believe your account has been accessed without permission, please notify us promptly and take appropriate steps to secure your login credentials.
We aim to maintain a reliable and secure shopping environment.
Personal information provided during support enquiries will be handled in accordance with our Privacy Policy.
12. How to Contact Us Effectively
To help us understand and resolve your enquiry efficiently, please provide relevant information when contacting our customer service team.
For order-related enquiries, this may include:
- Your order number.
- Your name.
- The email address used during checkout.
- The product or service concerned.
- A clear explanation of your question.
- Supporting photographs or documents, where relevant.
Please avoid sharing passwords, full payment card details or unnecessary sensitive personal information.
Providing accurate information helps us locate your order and offer appropriate assistance.
13. Customer Service Response Times
We aim to respond to customer enquiries as efficiently as possible.
Response times may vary depending on the nature of your request, the number of enquiries received and whether additional investigation is required.
Questions about delivery, payment, returns or warranty claims may require us to obtain further information before providing a complete response.
If your enquiry requires additional investigation, we will aim to keep you informed of significant developments.
We appreciate your patience while we work towards an appropriate resolution.
14. Complaints and Feedback
Your feedback helps us understand what customers value and where our services can be improved.
If you are dissatisfied with a product, an order or any aspect of your shopping experience, please contact our customer service team.
We aim to review complaints fairly and provide a reasonable response.
When submitting a complaint, please explain the issue and include any relevant order details.
We may request additional information where necessary to investigate the matter.
Nothing in our complaints process limits your statutory rights or your ability to seek remedies available under UK law.
We also welcome constructive suggestions about our products, website and customer service.
15. Privacy and Data Protection Enquiries
We respect your privacy and aim to handle personal information responsibly.
If you have questions about how your personal information is collected, used or stored, you can contact us through the website’s available contact channels.
You may also contact us to exercise applicable rights under the UK General Data Protection Regulation (UK GDPR).
These may include requesting access to your personal information, correcting inaccurate data or requesting deletion where the relevant legal conditions are met.
For more information, please refer to our Privacy Policy.
16. Our Commitment to Customer Satisfaction
At hokarunning.co.uk, we believe that helpful customer service is an essential part of a positive online shopping experience.
Whether you’re purchasing your first pair of HOKA running shoes, choosing comfortable walking trainers or exploring our sportswear collection, we want you to feel supported before and after your purchase.
Our customer benefits include:
- Free UK Delivery and Returns: Complimentary standard delivery and eligible returns.
- 30-Day Risk-Free Trial Run: Additional flexibility to try eligible footwear and assess its comfort.
- 2-Year Warranty: Protection against qualifying manufacturing and material defects.
- Helpful Customer Support: Assistance with product enquiries, orders, delivery, returns and refunds.
We aim to provide clear communication, practical guidance and fair solutions whenever you need assistance.
Thank you for choosing hokarunning.co.uk. We look forward to helping you enjoy a comfortable and convenient shopping experience.