At hokalondon.co.uk, we respect your privacy and are committed to handling your personal information responsibly. Whether you are browsing HOKA running shoes, purchasing comfortable trainers, exploring sportswear and accessories, or contacting our customer service team, we want you to understand how your information is collected, used and protected.
This Privacy Policy explains how personal information is processed when you interact with our website and online shopping services. It also outlines your rights under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable UK privacy legislation.
We aim to provide a transparent, secure and convenient shopping experience for customers throughout the United Kingdom.
1. About This Privacy Policy
This Privacy Policy applies to personal information collected or processed through hokalondon.co.uk.
It covers activities such as browsing our website, creating a customer account, placing an order, requesting a return, contacting customer support or subscribing to promotional communications.
Personal information means information that identifies you or could reasonably be used to identify you, directly or indirectly.
The legal entity operating hokalondon.co.uk acts as the data controller where it determines the purposes and means of processing personal information.
We process personal information only where there is a valid legal basis and aim to follow the principles of fairness, transparency, data minimisation and security.
2. Personal Information We Collect
Depending on how you use our website, we may collect the following categories of information.
Contact and Identification Information
This may include your name, email address, telephone number, billing address and delivery address.
Order and Purchase Information
We may collect details of products ordered, selected sizes and colours, quantities, order values, purchase dates, payment status and delivery records.
Payment Information
Payment service providers may process card details, payment authorisations and other information required to complete transactions. We may receive transaction references, payment status and limited payment-related information.
Customer Account Information
If you register an account, we may process your account credentials, preferences, saved details and order history.
Technical and Browsing Information
When you visit our website, we may collect information such as IP addresses, browser types, device information, operating systems, pages viewed and website interaction data.
Customer Service Information
If you contact us, we may retain your correspondence and relevant information concerning orders, delivery issues, returns, refunds or warranty claims.
We aim to collect only the information reasonably necessary for the purposes described in this policy.
3. How We Collect Information
We may collect personal information in several ways.
Information You Provide Directly
You may provide information when placing an order, completing checkout, creating an account, contacting customer support or subscribing to marketing communications.
Information Collected Automatically
Certain technical information may be collected when you access our website, including information generated by essential website functions and, where permitted, optional analytics technologies.
Information from Service Providers
We may receive relevant information from payment processors, delivery companies and other service providers involved in fulfilling your order or supporting our services.
Information from Other Lawful Sources
Where appropriate and legally permitted, we may receive information necessary to verify transactions, investigate fraud or resolve customer enquiries.
We process information in accordance with the applicable legal requirements.
4. How We Use Your Personal Information
We use personal information to operate our online shop and provide the services requested by customers.
Depending on the circumstances, your information may be used to:
- Process and confirm orders.
- Arrange payments and refunds.
- Prepare and deliver purchased products.
- Manage customer accounts.
- Provide order updates and tracking information.
- Handle returns, exchanges and cancellations.
- Review warranty claims and product concerns.
- Respond to customer service enquiries.
- Maintain website security and prevent fraud.
- Improve website performance and functionality.
- Comply with legal and accounting obligations.
- Send marketing communications where permitted by law.
We do not use personal information for unrelated purposes without an appropriate lawful basis.
5. Lawful Bases for Processing
Under the UK GDPR, we must have a lawful basis for processing personal information.
Depending on the purpose, we may rely on the following grounds.
Performance of a Contract
We process information necessary to fulfil purchases, arrange delivery, handle returns and provide services requested by customers.
Legal Obligations
Certain information may be processed or retained to comply with tax, accounting, consumer protection and other applicable legal requirements.
Legitimate Interests
We may process information for legitimate purposes such as maintaining website security, preventing fraud, responding to customer enquiries and improving our services, provided these interests are not overridden by your rights and freedoms.
Consent
Where required, we obtain your consent before sending certain marketing communications or using non-essential cookies and tracking technologies.
You may withdraw consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.
6. Order Processing and Delivery Information
When you place an order on hokalondon.co.uk, we collect the information needed to process and fulfil your purchase.
This may include your name, contact details, delivery address, ordered products and relevant transaction information.
We may share necessary delivery information with shipping and logistics providers so that your parcel can be delivered.
These providers may use your contact information to provide delivery notifications, tracking updates or other relevant shipping communications.
We aim to share only the information reasonably necessary for the delivery service.
For more information about delivery arrangements, please refer to our Shipping and Delivery Policy.
7. Payment Processing and Security
Payments made through our website may be processed by independent payment service providers.
These providers may collect and process payment information according to their own privacy policies, security requirements and legal obligations.
We may receive limited transaction information, such as payment confirmation, transaction references or refund status.
We aim to use appropriate safeguards to protect information transmitted during checkout.
Customers should not provide full payment card numbers, card security codes or online banking passwords through ordinary customer service correspondence.
If you notice an unauthorised transaction, we recommend contacting your bank or payment provider promptly.
8. Customer Accounts
If you create a customer account, we may process information necessary to provide account-related features.
Depending on the functions available, this may include access to order history, saved contact information and account preferences.
You are responsible for keeping your login credentials confidential and notifying us if you suspect unauthorised account access.
We may use appropriate security measures to help protect account information.
If you wish to close your account, you can contact our customer service team.
Some information may need to be retained after account closure to comply with legal obligations or resolve outstanding transactions.
9. Cookies and Similar Technologies
Our website may use cookies and similar technologies to support essential shopping functions and improve the browsing experience.
These technologies may be used for:
- Shopping basket and checkout functionality.
- Secure account sessions.
- Website security and fraud prevention.
- Remembering customer preferences.
- Measuring website performance.
- Analytics and advertising, where permitted.
Strictly necessary cookies may be used without consent where a relevant legal exemption applies.
We obtain consent before using non-essential cookies and tracking technologies where required under the Privacy and Electronic Communications Regulations (PECR).
You can manage your cookie preferences through the controls provided on our website, where available.
For further information, please refer to our Cookie Policy.
10. Marketing Communications
If you subscribe to promotional communications or otherwise provide a valid basis for receiving marketing messages, we may send information about products, collections, offers and updates.
We send electronic marketing communications only where permitted under applicable UK law, including PECR.
You can unsubscribe from marketing emails by using the unsubscribe link included in the message or contacting our customer service team.
We will respect your opt-out preferences.
We may retain limited information necessary to ensure that your marketing preferences continue to be honoured.
We do not sell customer email addresses or other personal information to third parties for their independent marketing purposes.
11. Sharing Personal Information
We may share personal information with trusted third parties where necessary to operate our online shop and provide services.
These may include:
- Payment processors and financial service providers.
- Delivery and logistics companies.
- Website hosting and technical support providers.
- Customer service and order management systems.
- Security and fraud prevention providers.
- Professional advisers where necessary.
- Public authorities where disclosure is legally required.
Where third parties process personal information on our behalf, we aim to ensure that appropriate contractual and security arrangements are in place.
Some service providers may act as independent data controllers and process information under their own privacy notices.
We do not sell your personal information.
12. International Data Transfers
Some service providers may process personal information outside the United Kingdom.
Where international transfers take place, we take appropriate steps to ensure that personal information receives the protection required by UK data protection law.
Depending on the circumstances, safeguards may include UK adequacy regulations, the International Data Transfer Agreement (IDTA), the UK Addendum to the EU Standard Contractual Clauses or other legally recognised mechanisms.
Where necessary, we assess relevant transfer risks and implement additional protective measures.
13. How Long We Keep Your Information
We retain personal information only for as long as necessary for the purposes for which it was collected, unless a longer period is required or permitted by law.
Retention periods depend on the nature of the information and the relevant legal or operational requirements.
For example:
- Order and payment records may be retained to meet tax and accounting obligations.
- Customer account information may be retained while the account remains active and for a necessary period afterwards.
- Customer service correspondence may be retained to resolve enquiries or disputes.
- Return and warranty records may be retained for the period necessary to administer claims and meet legal obligations.
- Marketing preferences may be retained to manage subscriptions and opt-out requests.
- Security records may be retained for an appropriate period to investigate incidents and protect our services.
When information is no longer required, we aim to delete or anonymise it securely.
14. Protecting Your Personal Information
We take the security of personal information seriously.
We aim to implement appropriate technical and organisational safeguards to protect information against unauthorised access, alteration, disclosure, loss or misuse.
These measures may include:
- Encrypted connections for transmitting information.
- Restricted access to customer records.
- Account authentication and access controls.
- Security monitoring and protective systems.
- Appropriate arrangements with service providers.
- Procedures for investigating and responding to security incidents.
Although we take reasonable precautions, no internet-based service can be guaranteed to be completely secure.
We encourage customers to use strong passwords and keep account information confidential.
15. Your Rights Under UK Data Protection Law
Under the UK GDPR, you have certain rights concerning your personal information, subject to applicable legal conditions and exceptions.
Right of Access
You may request confirmation of whether we process your personal information and obtain access to relevant information.
Right to Rectification
You may request correction of inaccurate information or completion of incomplete information.
Right to Erasure
You may request deletion of personal information where the relevant legal requirements are met.
Right to Restrict Processing
You may request that certain processing activities be restricted in specific circumstances.
Right to Data Portability
Where applicable, you may request certain personal information in a structured, commonly used and machine-readable format.
Right to Object
You may object to certain processing based on legitimate interests and may object to direct marketing at any time.
Rights Relating to Automated Decision-Making
You may have rights concerning decisions based solely on automated processing that produce legal or similarly significant effects.
Right to Withdraw Consent
Where processing relies on consent, you may withdraw that consent at any time.
We will respond to valid requests within the timeframes required by applicable data protection law, normally within one month, subject to permitted extensions.
16. Exercising Your Privacy Rights
If you wish to exercise your data protection rights, please contact our customer service team through the contact options available on hokalondon.co.uk.
Please explain your request clearly so that we can identify the relevant information.
We may ask for reasonable information to verify your identity before disclosing, correcting or deleting personal data.
We aim to handle requests fairly, securely and within the applicable legal deadlines.
Certain requests may be subject to lawful exceptions, including where information must be retained to meet legal obligations.
17. Children’s Privacy
Our website is intended for customers who are legally able to make purchases or who have appropriate permission from a parent or guardian.
We do not knowingly seek to collect children’s personal information where doing so would be unlawful.
If we become aware that personal information has been collected from a child without the necessary legal basis, we will take appropriate steps to address the situation.
Parents or guardians with concerns about children’s information may contact our customer service team.
18. Third-Party Websites and External Links
Our website may contain links to external websites, payment services or other third-party platforms.
These services may operate independently and have their own privacy policies and data handling practices.
We do not control the privacy practices of independent third-party websites.
We recommend reviewing the relevant privacy notices before providing personal information to external services.
Nothing in this section excludes responsibilities that apply to us under UK data protection law.
19. Complaints and the Information Commissioner’s Office
If you have concerns about how your personal information is handled, we encourage you to contact us so that we can investigate the issue.
You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.
Further information about your rights and the complaints process is available at:
Information Commissioner’s Office (ICO)
Website: https://ico.org.uk
You may also have the right to seek a judicial remedy under applicable data protection legislation.
20. Changes to This Privacy Policy
We may update this Privacy Policy to reflect changes in our website, services, data processing activities or applicable legal requirements.
The latest version will be made available on hokalondon.co.uk.
Where required by law, we will provide appropriate notice or obtain renewed consent before implementing relevant changes.
We encourage you to review this policy periodically to understand how your information is handled.
21. Contact Us About Privacy
If you have questions about this Privacy Policy, wish to exercise your data protection rights or have concerns about how your personal information is processed, please contact our customer service team through the contact options available on hokalondon.co.uk.
We aim to provide clear information and respond to privacy-related enquiries in accordance with applicable UK law.
When necessary, we may request information to verify your identity and protect your personal data from unauthorised disclosure.
22. Our Commitment to Your Privacy
At hokalondon.co.uk, protecting customer information is an important part of providing a reliable and convenient online shopping experience.
We aim to handle personal information responsibly, maintain appropriate security safeguards and give customers meaningful control over their data.
Whether you’re exploring HOKA running shoes, choosing cushioned trainers, shopping for sportswear or contacting our customer service team, we want you to feel confident about how your information is handled.
Our commitment is to provide transparent privacy information, respect your rights and maintain responsible data protection practices.
hokalondon.co.uk – Discover comfortable HOKA footwear and enjoy a shopping experience that respects your privacy.