Welcome to hokalondon.co.uk. We’re here to make your shopping experience as convenient, enjoyable and reassuring as possible.
Whether you’re exploring HOKA running shoes, choosing comfortable trainers, shopping for sportswear or looking for everyday accessories, our customer service team is here to help with your questions and concerns.
From product information and sizing advice to order tracking, free returns and warranty assistance, we aim to provide clear communication, helpful guidance and reliable after-sales support for customers throughout the United Kingdom.
1. Get in Touch with Our Customer Service Team
If you need assistance with a product, order or website service, please contact us through the customer support options available on hokalondon.co.uk.
Our team can help with a variety of enquiries, including:
- Product information and availability.
- Running shoe sizing and fit.
- Order confirmation and processing.
- Payment and checkout questions.
- Shipping and delivery tracking.
- Order changes and cancellations.
- Returns, exchanges and refunds.
- 30-day risk-free trial run enquiries.
- 2-year warranty claims.
- Customer accounts and technical support.
We aim to respond to enquiries promptly and provide practical solutions whenever possible.
2. Product Information and Recommendations
Choosing the right footwear is an important part of enjoying running, walking and everyday activities.
If you’re unsure which HOKA shoes or trainers may suit your preferences, our customer service team can help explain the available product information.
We can assist with questions about:
- Road running shoes and cushioned trainers.
- Walking shoes for everyday comfort.
- Trail running footwear.
- Athletic trainers for training and casual wear.
- Available sizes, colours and styles.
- Product materials and care instructions.
- Sportswear, caps and accessories.
Our guidance is based on available product specifications and general information.
Individual fit, comfort and suitability may vary depending on personal preferences and intended activities.
3. Shoe Sizing and Fit Assistance
We understand that selecting the correct shoe size online can sometimes be challenging.
If you have questions about HOKA footwear sizing, please contact our customer service team before placing an order.
We can help you understand available size information, product descriptions and relevant fit guidance.
If you’ve already received your footwear and the fit isn’t quite right, we can explain the available return or exchange options.
Our aim is to help you choose footwear that suits your activities and feels comfortable.
4. Order Confirmation and Order Status
Once you place an order on hokalondon.co.uk, you will normally receive an order acknowledgement at the email address provided during checkout.
If you need assistance checking your order status, please contact our customer service team with your order number.
We can help with enquiries about:
- Order acknowledgement and acceptance.
- Payment confirmation.
- Product availability.
- Order processing.
- Dispatch status.
- Delivery progress.
- Missing order confirmation emails.
If you haven’t received an order email, please check your spam or junk folder before contacting us.
For further information, please refer to our Order Status Policy.
5. Free UK Delivery Support
We offer free standard delivery on eligible orders within the United Kingdom, with no minimum order value.
If you have questions about delivery, our customer service team can provide relevant information and assistance.
We can help with:
- Delivery availability.
- Estimated delivery times.
- Shipping confirmation.
- Parcel tracking.
- Delayed deliveries.
- Missing or lost parcels.
- Incorrect delivery details.
- Damaged parcels.
Where tracking is available, you may receive a shipping confirmation containing the relevant tracking information.
If your parcel has not arrived within the agreed delivery period, please contact us so that we can investigate.
For complete details, please review our Shipping and Delivery Policy.
6. Returns and Exchanges
We understand that a product may not always meet your expectations.
That’s why we offer free eligible returns within the United Kingdom.
If you wish to return or exchange a product, please contact our customer service team for instructions.
We can explain the applicable return conditions, available return methods and exchange options.
If you need a different shoe size or colour, we can help you understand the available choices, subject to stock availability.
Our voluntary returns programme operates in addition to your statutory consumer rights.
For further information, please refer to our Returns and Refunds Policy.
7. 30-Day Risk-Free Trial Run
Finding the right running shoes often requires more than trying them on indoors.
Our 30-day risk-free trial run allows customers to try eligible footwear under normal conditions and assess its comfort, cushioning and fit.
If eligible shoes don’t meet your expectations, you can request a free return within 30 days of receiving your order.
Normal signs of reasonable trial use are accepted under the programme.
Products showing deliberate damage, significant misuse or unauthorised alterations may be excluded from voluntary returns.
If you have questions about eligibility or the return process, our customer service team can provide assistance.
8. Refund Enquiries
If you’ve returned a product or cancelled an order, you can contact us for information about your refund.
Refunds are normally issued to the original payment method unless another arrangement is expressly agreed.
For eligible voluntary returns, we aim to process refunds within 14 days after receiving and assessing the returned products.
Where statutory cancellation rights apply, the relevant legal refund deadlines take precedence.
Your bank or payment provider may require additional time to display a completed refund.
If you need assistance, please provide your order number and relevant return details.
9. 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 or colours.
- Order quantities.
- Delivery addresses.
- Contact information.
- Order cancellation requests.
Once an order has entered the dispatch process, certain changes may no longer be possible.
If your order has already been dispatched, you may still be entitled to return eligible products or exercise applicable statutory cancellation rights.
For further information, please refer to our Order Cancellation Policy.
10. 2-Year Warranty Assistance
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 covered defect, please contact our customer service team.
To help us review your enquiry, we may request:
- Your order number.
- The product name or model.
- A description of the issue.
- The approximate date the problem appeared.
- Photographs of the affected area, where helpful.
Following assessment, an appropriate warranty remedy may include repair, replacement or refund.
The warranty operates in addition to your statutory rights under the Consumer Rights Act 2015.
11. Faulty, Damaged or Incorrect Products
If you receive a faulty, damaged or incorrect product, please let us know as soon as reasonably possible.
We aim to investigate these issues fairly and provide an appropriate solution.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or other statutory remedy.
Please provide your order number and a clear description of the issue.
Photographs may help us understand the problem, although your statutory rights do not depend on providing photographs in every case.
We will explain the available options in accordance with applicable UK consumer law.
12. Payment and Checkout Assistance
If you experience difficulties completing a purchase, our customer service team can assist with general payment and checkout enquiries.
We can help explain available payment methods, payment authorisation, failed transactions and pending orders.
For security reasons, please do not send full card numbers, card security codes, online banking passwords or other sensitive financial credentials through ordinary customer service messages.
Payments should be completed using the secure checkout options provided on our website.
If you suspect an unauthorised payment, we recommend contacting your bank or payment provider promptly.
13. Customer Account and Website Support
If you experience technical difficulties while using hokalondon.co.uk, please contact us for assistance.
We can help with general questions about:
- Customer account access.
- Login difficulties.
- Order history.
- Website navigation.
- Shopping basket functionality.
- Checkout errors.
- General technical issues.
If you suspect unauthorised access to your account, please notify us promptly and take appropriate steps to protect your login credentials.
We aim to maintain a secure and convenient online shopping environment.
14. How to Contact Us Effectively
To help us respond efficiently, please include relevant details when submitting an enquiry.
For order-related questions, this may include:
- Your order number.
- Your name.
- The email address used during checkout.
- The product concerned.
- A clear description of your enquiry.
- Supporting photographs or documents, where relevant.
Please avoid sharing passwords, full payment card information or unnecessary sensitive personal details.
Providing accurate information helps us identify your order and offer appropriate assistance.
15. Customer Service Response Times
We aim to respond to customer enquiries as promptly as possible.
Response times may vary depending on the nature of the request, the volume of enquiries and whether additional investigation is required.
Certain enquiries, including delivery investigations, refund reviews and warranty claims, may require additional time.
Where appropriate, we will aim to keep you informed of significant developments.
We appreciate your patience while we work towards a suitable resolution.
16. Complaints and Customer Feedback
We value customer feedback and believe that clear communication is essential to improving our services.
If you’re dissatisfied with a product, order or 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 relevant order information.
We may request additional details where necessary to investigate the matter.
Nothing in our complaints process limits your statutory rights or access to remedies under UK law.
We also welcome constructive suggestions about our products, website and customer service.
17. Privacy and Data Protection Enquiries
We respect your privacy and aim to handle personal information responsibly.
If you have questions about how your information is collected, used, stored or shared, please contact us through the available customer service channels.
Under the UK General Data Protection Regulation (UK GDPR), you may have rights to access, correct, delete or restrict the processing of certain personal information.
We may request reasonable information to verify your identity before responding to certain privacy requests.
For further details, please refer to our Privacy Policy.
18. Our Commitment to Customer Satisfaction
At hokalondon.co.uk, we believe that shopping for HOKA running shoes, comfortable trainers, sportswear and accessories should be straightforward and reassuring.
Whether you’re preparing for a run through London, exploring the city’s streets, heading to the gym or looking for everyday comfort, we want you to feel supported throughout your shopping experience.
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 products, orders, deliveries, returns, refunds and warranty enquiries.
We aim to provide clear information, practical guidance and fair solutions whenever you need assistance.
hokalondon.co.uk – Discover comfortable HOKA footwear and enjoy a convenient shopping experience with customer support whenever you need it.