At hokarunning.co.uk, we want you to enjoy a smooth and convenient shopping experience from the moment you place your order until your products arrive.
Whether you’ve purchased HOKA running shoes, comfortable trainers, sportswear or accessories, we aim to keep you informed about the progress of your order.
This Order Status Policy explains how orders are processed, what different order statuses mean, how to check delivery progress and what to do if you need assistance.
1. Checking Your Order Status
Once you have placed an order on hokarunning.co.uk, you can check its progress using the order information provided to you.
Depending on the features available, you may be able to view your order status through your customer account or an order tracking link.
You may also receive email notifications when important updates become available.
Order information may include:
- Your order number and purchase date.
- Products, sizes and quantities ordered.
- Payment confirmation.
- Current order processing status.
- Shipping and delivery information.
- Tracking details, where available.
- Updates concerning cancellations, returns or refunds.
If you cannot locate your order information, please contact our customer service team for assistance.
2. Order Confirmation
After successfully submitting an order, you will normally receive an order acknowledgement at the email address provided during checkout.
This email may include your order number, selected products, delivery address, payment summary and other relevant information.
Please review the details carefully to ensure that your order is correct.
An order acknowledgement confirms that we have received your request. It does not necessarily mean that the order has been accepted.
Order acceptance and contract formation are governed by our Terms of Sale.
If you do not receive an acknowledgement, please check your spam or junk email folder before contacting customer support.
3. Understanding Order Status Updates
Your order may pass through several stages before delivery.
The wording displayed on our website or in email notifications may vary depending on the order management system.
Order Received
Your order has been submitted and is awaiting the relevant checks or processing.
Payment Pending
Your payment has not yet been confirmed or authorised. Additional action may be required before the order can proceed.
Processing
Your order is being prepared for fulfilment. This may involve checking product availability, verifying order details and preparing items for dispatch.
Ready for Dispatch
Your order has been prepared and is awaiting collection or transfer to the delivery provider.
Dispatched
Your parcel has been handed over to the delivery provider. Tracking information may become available at this stage.
In Transit
Your parcel is travelling through the delivery network towards its destination.
Out for Delivery
The delivery provider expects to attempt delivery of your parcel.
Delivered
The delivery provider has recorded the parcel as delivered.
Cancelled
Your order has been cancelled before completion, or the cancellation has been processed.
Refunded
A refund has been issued or processed in accordance with the applicable refund arrangements.
These statuses are provided to help you understand the progress of your order.
4. Order Processing
We aim to prepare orders efficiently so that customers receive their products as conveniently as possible.
Processing may involve payment verification, product availability checks, order preparation and packaging.
Processing times may vary depending on the number of items ordered, stock availability, weekends, bank holidays and operational requirements.
If additional information is needed to process your order, we may contact you using the details provided during checkout.
Once your order has been dispatched, you may receive a shipping confirmation containing the available tracking information.
5. Shipping Confirmation and Tracking
When your order is dispatched, we may send you a shipping confirmation email.
Where tracking is supported by the delivery provider, the email may include a tracking number or link.
You can use this information to check the progress of your parcel through the delivery network.
Tracking information may not appear immediately after dispatch because the delivery provider may need time to register or scan the parcel.
If your tracking information has not updated after a reasonable period, please contact our customer service team.
We will help you understand the available delivery information and, where appropriate, investigate the issue with the carrier.
6. Delivery Times and Free Shipping
At hokarunning.co.uk, we offer free standard delivery on eligible orders within the United Kingdom, with no minimum order value.
Estimated delivery times will be provided during checkout or through our Shipping and Delivery Policy.
Delivery times may vary depending on the destination, product availability and delivery provider.
We aim to meet the agreed delivery arrangements and keep customers informed about significant delays.
Where no delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days, in accordance with applicable UK consumer law.
For further information, please refer to our Shipping and Delivery Policy.
7. Changing Your Order
If you need to change your order after placing it, please contact our customer service team as soon as possible.
Depending on the processing stage, we may be able to assist with requests involving:
- Product sizes or colours.
- Order quantities.
- Delivery address corrections.
- Removal of an item.
- Cancellation of an order.
Once an order has entered the dispatch process, changes may no longer be possible.
If your order has already been dispatched, you may still be able to return eligible products in accordance with our Returns and Refunds Policy.
Your statutory consumer rights remain unaffected.
8. Cancelling an Order
If you wish to cancel your order, please contact us promptly with your order number.
We will check whether the order can be cancelled before dispatch.
If cancellation is possible, we will confirm the outcome and arrange any applicable refund.
If your parcel has already been dispatched, you may need to follow the returns procedure after receiving it.
For eligible online purchases, you generally have a statutory right to cancel within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.
Our voluntary 30-day return programme provides additional flexibility.
9. Delayed Orders
Occasionally, orders may take longer than expected to arrive.
Possible causes include:
- High order volumes.
- Delivery provider disruptions.
- Severe weather conditions.
- Public holidays.
- Incorrect or incomplete delivery details.
- Temporary operational delays.
- Unforeseen transport difficulties.
If your order is delayed, we recommend checking the latest tracking information where available.
If the estimated delivery period has passed, please contact our customer service team.
We will review the circumstances and explain the available options.
Where applicable, you may have the right to cancel the contract and receive a refund under UK consumer law.
10. Missing or Lost Parcels
If your order is marked as delivered but you have not received it, please check the delivery information provided by the carrier.
You may also wish to check whether the parcel has been received by a household member or left at an agreed delivery location.
If you still cannot locate the parcel, contact our customer service team with your order number and relevant tracking details.
We will review the delivery information and, where appropriate, investigate the matter with the delivery provider.
Where the goods have not been delivered into your possession or that of a person you authorised to receive them, we remain responsible in accordance with applicable UK consumer law, subject to any relevant statutory exceptions.
We will arrange an appropriate resolution where required, which may include replacement or refund.
11. Incorrect or Damaged Orders
If your order arrives with missing, incorrect or damaged items, please contact our customer service team.
To help us investigate, please provide:
- Your order number.
- A description of the issue.
- Details of the affected products.
- Photographs, where reasonably available and helpful.
We will review the information and explain the available remedies.
Depending on the circumstances, these may include a replacement, repair or refund.
Your rights under the Consumer Rights Act 2015 remain unaffected.
12. Orders Containing Multiple Items
If your order contains several products, they may occasionally be dispatched in separate parcels.
This can happen when items require different preparation or shipping arrangements.
Where separate deliveries are necessary, we aim to provide relevant information about each parcel.
You may receive more than one tracking number or delivery notification.
If part of your order arrives before the remaining items, please review the shipping information before contacting customer support.
If any item remains missing beyond the agreed delivery period, we will assist you in resolving the issue.
13. Returns and Order Status
We offer free eligible returns and a 30-day risk-free trial run to provide additional confidence when shopping.
If you decide that your footwear is not suitable, you may request a return within the applicable trial period.
Once your return has been arranged, its progress may include the following stages:
Return Requested
Your return request has been submitted.
Return Authorised
Your request has been reviewed and the relevant return instructions have been provided.
Return in Transit
Your parcel is being transported to the designated return location.
Return Received
The returned products have been received for processing.
Refund Processing
The refund is being prepared or issued.
Refund Completed
The refund has been processed to the applicable payment method.
Actual return status labels may vary depending on the services available.
For full details, please refer to our Returns and Refunds Policy.
14. Refund Status and Processing
When a refund is approved, we will process it in accordance with the applicable return or cancellation conditions.
Refunds are normally issued to the original payment method unless another arrangement is agreed.
For voluntary returns, refunds will normally be processed within 14 days after the returned products have been received and assessed.
Where you exercise your statutory cancellation rights, the relevant legal refund deadlines apply.
Once a refund has been issued, your payment provider may require additional time to reflect the transaction in your account.
If you have questions about a refund, please contact our customer service team with your order number.
15. Customer Accounts and Order History
If you have registered a customer account, you may be able to view your previous purchases and current orders through your account dashboard.
Depending on the website features available, your account may provide access to:
- Order numbers and purchase dates.
- Product and payment summaries.
- Current fulfilment status.
- Shipping and tracking information.
- Previous order history.
- Available return or refund information.
Please keep your account login details secure and update your contact information when necessary.
If you placed an order without registering an account, you can use the confirmation emails and other order information provided to you.
16. Order Security and Verification
To protect customers and reduce the risk of fraudulent transactions, certain orders may be subject to additional security checks.
These checks may involve verifying payment authorisation, reviewing order information or requesting clarification where necessary.
If further information is required, we will contact you using the relevant contact details associated with your order.
We will never ask you to provide your full payment card number, card security code or account password through ordinary customer service correspondence.
Any personal information processed during verification will be handled in accordance with our Privacy Policy.
17. Contacting Customer Support
If you have questions about your order status, shipping information or delivery progress, our customer service team is available through the contact options provided on hokarunning.co.uk.
To help us locate your order efficiently, please provide your order number and a brief description of your enquiry.
Our team can assist with:
- Order confirmation enquiries.
- Payment and processing updates.
- Shipping and tracking questions.
- Delivery delays.
- Missing or damaged parcels.
- Order changes and cancellations.
- Returns, exchanges and refunds.
- Warranty-related enquiries.
We aim to provide clear information and practical assistance throughout your shopping experience.
18. Our Commitment to Your Shopping Experience
At hokarunning.co.uk, we believe that customers should feel informed and confident throughout the ordering process.
From selecting HOKA running shoes and comfortable trainers to tracking your delivery and receiving your products, we aim to make each stage straightforward and convenient.
Our customer benefits include:
- Free UK Delivery and Returns: Convenient standard delivery and eligible returns without additional standard shipping charges.
- 30-Day Risk-Free Trial Run: Additional flexibility to experience eligible footwear before deciding whether to keep it.
- 2-Year Warranty: Protection against qualifying manufacturing and material defects.
- Helpful Customer Support: Assistance with order updates, delivery enquiries, returns and refunds.
hokarunning.co.uk – Stay informed about your order and enjoy a convenient shopping experience from checkout to delivery.