At hokalondon.co.uk, we aim to make receiving your HOKA running shoes, comfortable trainers, sportswear and accessories as simple and convenient as possible. Whether you’re shopping for your next run, exploring London or looking for everyday comfort, we want your order to arrive safely and efficiently.
We offer free delivery and returns, a 30-day risk-free trial run and a 2-year warranty to help you shop with confidence.
This Shipping and Delivery Policy explains how we process orders, arrange shipping, provide delivery information and handle any issues that may arise during delivery.
1. Free UK Delivery
At hokalondon.co.uk, we offer free standard delivery on eligible orders within the United Kingdom, with no minimum purchase requirement.
Our free delivery service is designed to make shopping for running shoes, trainers, clothing and accessories more convenient.
You can enjoy:
- Free standard delivery on eligible UK orders.
- No minimum order value for standard delivery.
- Clear delivery information during checkout.
- Shipping confirmation when your order is dispatched.
- Tracking information where available.
- Customer support for delivery-related enquiries.
If an optional premium delivery service is offered, any additional charge will be displayed before you confirm your purchase.
2. Delivery Locations
We aim to provide delivery services to customers throughout the United Kingdom.
Eligible delivery destinations may include:
- England.
- Scotland.
- Wales.
- Northern Ireland.
Delivery availability may vary depending on the postcode, product or delivery provider.
Some remote locations may have different delivery arrangements or longer estimated delivery times.
Any applicable restrictions or additional delivery information will be presented during checkout.
If your delivery address is not supported, please contact our customer service team for assistance.
3. Order Processing
Once you place an order on hokalondon.co.uk, we begin the necessary steps to prepare it for dispatch.
Order processing may include:
- Confirming your order details.
- Verifying payment authorisation.
- Checking product availability.
- Preparing and packaging your items.
- Arranging collection by the delivery provider.
We aim to process orders efficiently while ensuring that the correct products are prepared for shipment.
Processing times may vary depending on stock availability, order volume, weekends, bank holidays and other operational circumstances.
Orders placed outside normal processing periods may begin processing on the next working day.
4. Estimated Delivery Times
Estimated delivery times will be displayed during checkout or provided in the relevant shipping information.
Delivery estimates may vary depending on your location, the selected delivery service and product availability.
We aim to meet the delivery timeframe agreed when your order is accepted.
Please note that an estimated delivery date is not always a guaranteed delivery date unless expressly confirmed as such.
Under the Consumer Rights Act 2015, where no delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days.
If your order is delayed beyond the agreed period, you may have rights to request delivery within an additional reasonable period or cancel the order, depending on the circumstances.
5. Order Confirmation
After successfully submitting your order, you will normally receive an order acknowledgement at the email address provided during checkout.
This may include:
- Your order number.
- Products and quantities ordered.
- Selected sizes and colours.
- Billing and delivery information.
- The total order value.
- Relevant payment details.
- Available delivery information.
Please review your order details carefully.
If you notice an error, contact our customer service team as soon as possible.
An order acknowledgement confirms receipt of your order but does not necessarily mean that the order has been accepted.
Order acceptance is governed by our Terms of Sale.
6. Shipping Confirmation and Tracking
When your order has been dispatched, we may send you a shipping confirmation email.
Where the delivery service supports tracking, this email may include a tracking number or tracking link.
Tracking information allows you to follow the progress of your parcel through the delivery network.
Please note that tracking updates may not appear immediately after dispatch.
The delivery provider may need time to register the parcel or complete its first scan.
If tracking information remains unavailable after a reasonable period, please contact our customer service team.
7. Delivery Providers
We may use third-party delivery companies to transport orders to customers.
The delivery provider may vary depending on your location, parcel size, product type and available shipping services.
Where tracking is supported, you may receive updates directly from the delivery provider.
Delivery companies may have their own procedures for delivery attempts, parcel collection and tracking notifications.
However, your statutory rights against us as the seller remain unaffected by the involvement of a third-party carrier.
If you experience a delivery issue, please contact our customer service team for assistance.
8. Delivery to Your Address
Please ensure that your delivery address is complete and accurate when placing your order.
This includes your house number, street name, town or city, postcode and any other relevant delivery details.
Incorrect or incomplete information may cause delays or prevent successful delivery.
If you notice an error after placing your order, please contact us promptly.
We may be able to update the delivery information before dispatch, depending on the order’s processing stage.
Once your parcel has been handed over to the delivery provider, address changes may no longer be possible.
9. Delivery Attempts and Missed Deliveries
If the delivery provider cannot complete delivery on the first attempt, it may arrange another attempt or provide alternative collection instructions.
Depending on the carrier, you may receive information about:
- A further delivery attempt.
- Collection from a designated location.
- Delivery to an agreed safe place.
- Delivery to an authorised recipient.
- Additional instructions required to complete delivery.
Please follow the instructions provided by the delivery company where appropriate.
If you are unable to locate your parcel or arrange redelivery, contact our customer service team.
We will help review the available delivery information.
10. Delivery Delays
Although we aim to deliver orders within the agreed timeframe, occasional delays may occur.
Possible causes include:
- Severe weather conditions.
- High order volumes.
- Public holidays.
- Transport or logistics disruptions.
- Temporary delivery provider difficulties.
- Incorrect delivery information.
- Unexpected operational issues.
If a significant delay affects your order, we aim to provide relevant updates where possible.
If the agreed delivery date has passed, please contact our customer service team.
We will investigate the situation and explain the available options.
Where the legal conditions are met, you may be entitled to cancel your order and receive a refund.
11. Lost or Missing Parcels
If your order has not arrived within the expected delivery period, please check any available tracking information.
If the parcel is marked as delivered but cannot be found, you may wish to check whether it has been received by a household member or left at an agreed delivery location.
If you still cannot locate it, please contact our customer service team.
We may ask for your order number and relevant tracking details to help investigate the issue.
Where appropriate, we will contact the delivery provider to review the shipment.
Under UK consumer law, the goods generally remain at our risk until they come into your physical possession or that of a person you have authorised to receive them, subject to relevant legal exceptions.
If your order has not been properly delivered, we will provide an appropriate remedy in accordance with your statutory rights.
12. Damaged Parcels and Incorrect Deliveries
We aim to package products carefully to reduce the risk of damage during transportation.
If your parcel arrives damaged, contains an incorrect item or appears to be missing products, please contact us as soon as reasonably possible.
To help us investigate, you may provide:
- Your order number.
- A description of the issue.
- Details of the affected products.
- Photographs of the packaging or products, where helpful.
We will review the information and explain the available remedies.
Depending on the circumstances, this may include a replacement, repair or refund.
Your rights under the Consumer Rights Act 2015 remain unaffected.
13. Orders Containing Multiple Products
If your order contains several items, they may occasionally be dispatched in separate parcels.
This can happen when products require different preparation or shipping arrangements.
Where separate shipments are necessary, we aim to provide the relevant delivery information.
You may receive more than one shipping notification or tracking number.
If part of your order arrives before the remaining items, please review the available shipment details.
If an item remains missing beyond the agreed delivery period, contact our customer service team for assistance.
14. 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:
- Correcting a delivery address.
- Changing a product size or colour.
- Updating an order quantity.
- Cancelling an order before dispatch.
Once your order has been dispatched, certain changes may no longer be possible.
If your parcel is already on its way, you may still exercise applicable statutory cancellation rights or use our voluntary returns programme.
For further information, please refer to our Order Cancellation Policy and Returns and Refunds Policy.
15. Free Returns
At hokalondon.co.uk, we offer free eligible returns within the United Kingdom.
If you need to return a product, our customer service team can provide the relevant instructions and available return arrangements.
Where a return qualifies under our voluntary returns programme, you will not be charged standard return postage when using our designated return process.
If you receive faulty, damaged or incorrect goods, we will cover reasonable return costs where required by UK law.
Please retain proof of postage and any available tracking information until your return has been completed.
For complete details, please refer to our Returns and Refunds Policy.
16. 30-Day Risk-Free Trial Run
We understand that choosing the right running shoes is a personal decision.
That’s why we offer a 30-day risk-free trial run for eligible footwear.
You can try eligible HOKA running shoes and trainers under normal conditions to assess their fit, cushioning and comfort.
If the footwear doesn’t meet your expectations, you can request a free return within 30 days of receiving your order.
Normal signs of use resulting from reasonable trial activities are accepted under the programme.
Products showing deliberate damage, significant misuse or unauthorised alterations may be excluded from the voluntary trial.
This programme provides additional flexibility beyond your statutory consumer rights.
17. 2-Year Warranty
We offer a 2-year warranty on all products, subject to our warranty conditions.
The warranty provides additional protection against qualifying manufacturing and material defects arising during normal, intended use.
If you believe your footwear, clothing or accessories have developed a covered defect, please contact our customer service team.
We may request your order details and information about the issue to help assess the claim.
Depending on the circumstances, the appropriate warranty remedy may include repair, replacement or refund.
This voluntary warranty operates in addition to your statutory rights under the Consumer Rights Act 2015.
18. Delivery Responsibility and Consumer Rights
We aim to meet our delivery obligations and provide clear information throughout the shipping process.
Under the Consumer Rights Act 2015, goods generally remain at the seller’s risk until they are received by the consumer or an authorised recipient.
If you independently arrange a delivery carrier that was not offered by us, different rules concerning the transfer of risk may apply.
Where an agreed delivery deadline is missed, your remedies will depend on the circumstances and applicable consumer law.
Nothing in this policy limits or excludes your statutory rights.
19. Customer Service and Delivery Enquiries
If you have questions about shipping, tracking or delivery, please contact our customer service team through the contact options available on hokalondon.co.uk.
We can assist with:
- Order processing enquiries.
- Delivery availability and estimated times.
- Shipping confirmation and tracking.
- Delivery address corrections.
- Delayed or missing parcels.
- Damaged or incorrect deliveries.
- Order changes and cancellations.
- Free returns and exchanges.
- Warranty-related enquiries.
Please provide your order number when contacting us about an existing purchase.
We aim to provide clear information and help resolve delivery issues as efficiently as possible.
20. Our Commitment to Convenient Delivery
At hokalondon.co.uk, we believe that shopping for running shoes, comfortable trainers, sportswear and accessories should be straightforward from checkout to delivery.
Whether you’re preparing for a run through London, exploring outdoor routes or looking for comfortable everyday footwear, we want your order to reach you safely and conveniently.
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 orders, tracking, delivery and after-sales enquiries.
We aim to provide reliable delivery information, transparent policies and a convenient shopping experience for customers throughout the United Kingdom.
hokalondon.co.uk – Enjoy free UK delivery and returns, discover comfortable HOKA footwear and shop with confidence through our 30-day trial and 2-year warranty.