At hokalondon.co.uk, we understand that your plans may change after placing an order. Whether you’ve selected the wrong shoe size, need to update your delivery details or simply decide not to proceed with a purchase, we aim to make the cancellation process as straightforward and convenient as possible.
This Order Cancellation Policy explains how to request a cancellation, what happens when an order has already been dispatched, how refunds are handled and the rights available to customers under UK consumer protection law.
We also offer free UK delivery and returns, a 30-day risk-free trial run and a 2-year warranty, giving you additional flexibility and confidence when shopping for HOKA running shoes, trainers, sportswear and accessories.
1. Our Approach to Order Cancellations
We want customers to feel confident when shopping on hokalondon.co.uk.
If you need to cancel an order, we encourage you to contact our customer service team as soon as possible.
Where an order has not yet entered the dispatch process, we will try to stop its preparation and arrange a cancellation.
If an order has already been dispatched, you may still have the right to cancel under UK consumer law or return eligible products under our voluntary returns programme.
We aim to handle cancellation requests fairly, explain the available options and process any refunds due within the applicable timeframe.
2. How to Request an Order Cancellation
To request a cancellation, please contact our customer service team using the contact options available on hokalondon.co.uk.
Please provide the following information:
- Your order number.
- Your name.
- The email address used during checkout.
- The products you wish to cancel.
- Whether you wish to cancel the entire order or only selected items.
You may also explain the reason for cancellation if you wish, although a reason is not required when exercising a statutory right to cancel.
We will review your request and explain the next steps.
For statutory cancellations, a clear statement of your decision to cancel is sufficient; you do not have to use a particular form.
3. Cancelling Before Dispatch
If your order has not yet been dispatched, we may be able to cancel it before it leaves our fulfilment process.
We recommend submitting your request promptly because orders may begin processing soon after payment is authorised.
Once your cancellation has been confirmed, we will arrange a refund of any payment collected for the cancelled products.
If your order has already progressed too far for dispatch to be stopped, we will explain the available return options.
Our internal processing procedures do not remove or reduce your statutory cancellation rights.
4. Cancelling After Dispatch
If your order has already been dispatched, it may not be possible to stop the parcel in transit.
However, you may still cancel an eligible purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You can notify us of your decision to cancel and follow the relevant return instructions.
We offer free eligible returns within the United Kingdom when customers use our designated return process.
If you have received the parcel, please follow the return guidance provided by our customer service team.
For more information, please refer to our Returns and Refunds Policy.
5. Your 14-Day Statutory Cancellation Right
Under UK consumer law, customers purchasing eligible goods online generally have the right to cancel without giving a reason.
For a standard order, the statutory cancellation period normally ends 14 days after the day you receive the goods.
Where an order contains several products delivered separately, the period generally runs from receipt of the final item.
You may also communicate your decision to cancel before delivery.
To exercise this right, you must notify us clearly before the applicable cancellation deadline.
After notifying us, you generally have a further 14 days to send the goods back.
Certain legally recognised exceptions may apply to specific types of goods.
6. Our 30-Day Voluntary Returns Programme
In addition to your statutory cancellation rights, we offer a 30-day voluntary returns programme for eligible products.
This gives customers additional flexibility when shopping for footwear, sportswear and accessories.
Eligible products may be returned within 30 days of receiving the order, subject to the relevant return conditions.
Our voluntary programme includes a 30-day risk-free trial run for qualifying footwear.
The voluntary return conditions may differ from statutory cancellation rules, but they do not replace or restrict your legal rights.
7. 30-Day Risk-Free Trial Run
Choosing the right running shoes is a personal decision, and we understand that comfort and fit may become clearer through normal use.
Our 30-day risk-free trial run allows you to try eligible HOKA running shoes and trainers under normal conditions.
If the footwear doesn’t meet your expectations, you may request a free return within 30 days of receiving your order.
Reasonable signs of normal trial use are accepted under this voluntary programme.
Products showing deliberate damage, significant misuse or unauthorised alterations may be excluded from the trial.
For full details, please refer to our Returns and Refunds Policy.
8. Cancelling Part of an Order
If your order contains multiple products, you may wish to cancel only certain items.
Please identify the products you wish to cancel when contacting our customer service team.
Where the relevant items have not been dispatched, we may be able to remove them from the order.
If the products have already been dispatched, you may be able to return the selected items after delivery.
Any refund will be calculated according to the cancelled products and applicable legal or promotional conditions.
If a partial cancellation affects a promotional discount, we will explain any lawful adjustment before processing the refund.
9. Changing an Order Instead of Cancelling
If you have selected the wrong size, colour or quantity, you may prefer to request a change rather than cancel the order.
Depending on the processing stage, we may be able to assist with:
- Changing a shoe size.
- Selecting another available colour.
- Updating product quantities.
- Correcting delivery information.
- Changing contact details.
Changes are subject to product availability and operational feasibility.
Once an order has been dispatched, certain amendments may no longer be possible.
If a change cannot be made, we will explain the available cancellation or return options.
10. Refunds for Cancelled Orders
When an order is validly cancelled, we will arrange the refund required under the applicable terms and UK consumer law.
Refunds are normally issued to the original payment method unless another arrangement is expressly agreed.
For a statutory cancellation, we will reimburse the payments required by law, including applicable standard delivery charges.
Where the goods have already been delivered, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever occurs first.
Refunds will be made within the statutory deadline, normally within 14 days of the relevant event.
Where goods have not been supplied, reimbursement is generally due within 14 days after we are informed of the cancellation.
Your bank or payment provider may require additional time to display the refunded amount.
11. Free Return Shipping
We offer free eligible returns within the United Kingdom.
If your order qualifies under our voluntary returns programme, we will provide the appropriate return instructions and available free return method.
Please follow the designated procedure to avoid unnecessary return postage charges.
For statutory cancellations, we will honour the applicable legal requirements concerning return costs.
Where goods are faulty, damaged or misdescribed, we will cover reasonable return costs where required by law.
Please retain any proof of postage or tracking information until your return has been completed.
12. Returning Products After Cancellation
If you have already received your order and exercise your statutory cancellation right, you must generally send the goods back within 14 days after notifying us of your decision.
Please contact our customer service team for the appropriate return instructions.
When returning products, we recommend using suitable packaging to help protect them during transport.
For statutory cancellations, customers may be responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
However, our voluntary 30-day risk-free trial programme permits reasonable use of eligible footwear under its stated conditions.
These voluntary benefits do not restrict statutory rights.
13. Products That May Be Excluded from Statutory Cancellation
Certain goods may be exempt from the statutory 14-day cancellation right under the Consumer Contracts Regulations.
Depending on the product and circumstances, exceptions may include:
- Goods made to the customer’s specifications or clearly personalised.
- Certain sealed products that are not suitable for return for health protection or hygiene reasons once unsealed.
- Other goods falling within a specific statutory exception.
An exception will apply only where the relevant legal requirements are satisfied.
These exceptions do not remove your rights where goods are faulty, misdescribed or otherwise fail to meet statutory standards.
We will explain any applicable product-specific restrictions where relevant.
14. Cancelling Orders for Faulty or Incorrect Products
If you receive faulty, damaged or incorrect goods, please contact our customer service team.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Depending on the circumstances, you may be entitled to reject the goods, request a repair or replacement, obtain a price reduction or receive a refund.
The statutory short-term right to reject faulty goods generally applies within 30 days, subject to the relevant legal conditions.
Additional remedies may remain available after this period.
Your rights concerning faulty or non-conforming goods are separate from the voluntary cancellation and return programmes.
15. Orders Cancelled Due to Product Unavailability
Occasionally, a product may become unavailable after an order has been submitted.
If we cannot fulfil an order, we will contact you where necessary and explain the situation.
We will not substitute a materially different product without your agreement.
If an order cannot be accepted or fulfilled because a product is unavailable, we will arrange an appropriate refund for any amount collected for the affected item.
Where applicable, we will also comply with statutory obligations concerning delivery and refunds.
16. Payment Authorisation and Cancellation
Some payment methods may place a temporary authorisation hold on funds before payment is fully captured.
If an order is cancelled before payment is collected, the payment provider may release the authorisation rather than issue a separate refund.
The time required for a pending authorisation to disappear may depend on your bank or payment provider.
If payment has already been captured, we will arrange a refund where due.
If you have questions about a pending transaction, please contact our customer service team or your payment provider.
For security reasons, please do not send full card details or banking passwords through ordinary customer service messages.
17. Cancellation Confirmation
After your cancellation request has been reviewed, we aim to provide confirmation of the outcome.
Where appropriate, this may include:
- Confirmation that the order has been cancelled.
- Details of any products affected.
- Return instructions, if necessary.
- Information about the refund process.
- Any additional steps required.
Please retain relevant cancellation correspondence for your records.
If you have not received confirmation or need further assistance, contact our customer service team.
18. 2-Year Warranty and Post-Purchase Protection
We offer a 2-year warranty on all products, subject to the applicable warranty conditions.
This voluntary warranty provides additional protection against qualifying manufacturing and material defects arising during normal, intended use.
If a product develops a covered defect after the cancellation or voluntary return period has ended, you may still be able to request warranty assistance.
Depending on the circumstances, the appropriate remedy may include repair, replacement or refund.
Our warranty does not replace or limit your statutory rights under the Consumer Rights Act 2015.
19. Customer Support for Cancellations
If you have questions about cancelling an order, please contact our customer service team through the contact options available on hokalondon.co.uk.
We can assist with:
- Cancellation requests before dispatch.
- Orders already in transit.
- Partial order cancellations.
- Changes to sizes, colours or quantities.
- Statutory cancellation rights.
- Free return arrangements.
- Refund enquiries.
- Faulty or incorrect products.
- Warranty-related concerns.
Please provide your order number and relevant details when contacting us.
We aim to review requests fairly and explain the available options clearly.
20. Our Commitment to Flexible Shopping
At hokalondon.co.uk, we understand that shopping decisions can change, particularly when selecting footwear online.
Whether you’ve chosen the wrong size, changed your mind or need help with a delivery, we want the cancellation and return process to be clear and convenient.
Our customer benefits include:
- Free UK Delivery and Returns: Complimentary standard delivery and eligible return shipping.
- 30-Day Risk-Free Trial Run: Additional flexibility to try eligible footwear under normal conditions.
- 2-Year Warranty: Protection against qualifying manufacturing and material defects.
- Helpful Customer Support: Assistance with cancellations, returns, refunds and order changes.
We aim to provide transparent policies, fair treatment and practical support while respecting your rights under UK consumer protection law.
hokalondon.co.uk – Shop HOKA running shoes, comfortable trainers and activewear with confidence, supported by flexible cancellations, free eligible returns and reliable customer service.