At hokalondon.co.uk, we want you to feel confident and informed throughout your shopping experience. Whether you’ve ordered HOKA running shoes, cushioned trainers, sportswear or accessories, we aim to provide clear information about your order from checkout to delivery.
This Order Status Policy explains how orders are processed, what different order statuses mean, how to follow delivery progress and what to do if you need assistance.
We also offer free UK delivery and returns, a 30-day risk-free trial run and a 2-year warranty to make shopping more convenient and reassuring.
1. Checking Your Order Status
After placing an order on hokalondon.co.uk, you may be able to check its progress using the order information provided during checkout.
Depending on the features available, order updates may be accessible through your customer account, order confirmation emails or shipping notifications.
If you need assistance, please contact our customer service team through the contact options available on our website.
When making an enquiry, please provide your order number and the email address associated with your purchase.
We aim to help you understand your order’s current status and the next steps in the fulfilment process.
2. Order Confirmation
Once you submit an order, you will normally receive an order acknowledgement at the email address provided during checkout.
This email may include:
- Your order number.
- The products and quantities ordered.
- Selected sizes and colours.
- Billing and delivery information.
- The total amount payable.
- Relevant payment information.
- Available delivery details.
Please review the information carefully to ensure everything is correct.
An order acknowledgement confirms that we have received your order but does not necessarily mean that a binding contract has been formed.
Order acceptance is governed by our Terms of Sale.
3. Understanding Order Status Updates
During the order process, different status descriptions may be displayed or communicated.
Depending on the systems used, these may include:
Order Received
Your order has been submitted and recorded, but processing or acceptance may still be pending.
Payment Pending
The payment has not yet been confirmed or may require additional authorisation.
Processing
Your order is being prepared, which may include payment verification, stock checks and packaging.
Ready for Dispatch
Your parcel has been prepared and is awaiting collection or handover to the delivery provider.
Dispatched
Your parcel has been handed over to the delivery provider.
In Transit
Your parcel is moving through the delivery network.
Out for Delivery
The delivery provider expects to attempt delivery during the relevant delivery period.
Delivered
The delivery provider has recorded the parcel as delivered.
Cancelled or Refunded
Your order has been cancelled or a refund has been initiated or completed, as applicable.
The exact wording and availability of these statuses may vary.
4. Order Processing
After receiving your order, we begin the necessary steps to prepare it for shipment.
Processing may include:
- Reviewing order information.
- Confirming payment authorisation.
- Checking product availability.
- Preparing the selected products.
- Packaging items for transport.
- Arranging dispatch.
We aim to process orders efficiently while ensuring that the correct products are prepared.
Processing times may vary depending on stock availability, order volume, weekends, bank holidays and operational circumstances.
If additional information is required, we may contact you using the details provided during checkout.
5. Payment Verification
Before an order is dispatched, payment may need to be authorised or verified by the relevant payment service provider.
If payment is pending, the order may remain on hold until the transaction is confirmed.
Payment verification can occasionally take additional time, depending on the payment method and security checks involved.
If a payment fails or cannot be authorised, your order may not proceed.
If you believe payment has been taken but your order status has not updated, please contact our customer service team.
For security reasons, never send full payment card numbers, security codes or banking passwords through ordinary customer service messages.
6. Shipping Confirmation
Once your order has been dispatched, we may send a shipping confirmation email.
Where available, this notification may include:
- Your order number.
- Confirmation of dispatch.
- The delivery provider.
- A parcel tracking number.
- A tracking link.
- Relevant delivery information.
Please note that tracking details may not become active immediately after dispatch.
The delivery provider may need time to register the parcel or complete its first scan.
If you have not received a shipping confirmation, your order may still be processing.
7. Tracking Your Delivery
Where tracking is available, you can use the information provided in your shipping confirmation to follow the progress of your parcel.
Tracking updates may show when a parcel has been collected, processed at a distribution centre, moved through the delivery network or scheduled for delivery.
Delivery providers may update tracking information at different intervals.
Temporary gaps between tracking events do not necessarily indicate a problem.
If tracking information remains unchanged for an unusually long period, please contact our customer service team.
We will help review the available information and investigate where appropriate.
8. Free UK Delivery
At hokalondon.co.uk, we offer free standard delivery on eligible orders within the United Kingdom, with no minimum order value.
Our delivery service is designed to make purchasing HOKA footwear, clothing and accessories more convenient.
Delivery availability and estimated times may vary depending on your location, product availability and the delivery service used.
Any optional premium delivery charges will be displayed before you complete checkout.
For further details, please refer to our Shipping and Delivery Policy.
9. Estimated Delivery Times
Estimated delivery information will be provided during checkout or through the relevant shipping communications.
Delivery times may vary due to factors such as:
- Order processing requirements.
- Product availability.
- Delivery destination.
- Weekends and bank holidays.
- Weather conditions.
- Transport and logistics disruptions.
We aim to deliver orders within the agreed timeframe.
Where no delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days under the Consumer Rights Act 2015.
If delivery is delayed beyond the agreed period, your statutory rights remain unaffected.
10. Orders Containing Multiple Products
If you order several products, they may occasionally be dispatched in separate parcels.
This may happen when items require different preparation or shipping arrangements.
Where separate shipments are used, you may receive multiple shipping notifications or tracking references.
Some products may therefore arrive before others.
If only part of your order has arrived, please check any available shipment information.
If an item remains missing beyond the agreed delivery period, contact our customer service team for assistance.
11. Delayed Orders
We understand that delivery delays can be frustrating.
If your order has not arrived within the expected timeframe, please review the available tracking information and any delivery notifications.
If you still need assistance, contact our customer service team with your order number.
We may investigate the issue with the delivery provider and provide relevant updates.
Where the agreed delivery period has been missed, you may have the right to request delivery within an additional reasonable period or cancel the contract, depending on the circumstances.
We will honour the remedies required by applicable UK consumer law.
12. Missing or Lost Parcels
If your tracking information indicates that a parcel has been delivered but you have not received it, please contact us.
You may first wish to check whether the parcel has been received by a household member or left at an agreed delivery location.
If it cannot be located, our customer service team can help investigate.
We may review tracking information and contact the delivery provider where necessary.
Under UK consumer law, goods generally remain at the seller’s risk until they come into your physical possession or that of an authorised recipient, 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.
13. Changing an Order
If you need to change your order after checkout, please contact our customer service team as soon as possible.
Depending on the processing stage, we may be able to assist with:
- Changing a product size.
- Selecting another available colour.
- Correcting delivery information.
- Updating contact details.
- Adjusting quantities before dispatch.
Once an order has entered the dispatch process, certain changes may no longer be possible.
If a change cannot be made, we will explain the available options.
Your statutory cancellation and return rights remain unaffected.
14. Cancelling an Order
If you wish to cancel an order, please contact our customer service team promptly.
Where an order has not yet been dispatched, we may be able to stop processing and arrange a cancellation.
If the order has already been dispatched, you may still exercise applicable statutory cancellation rights or return eligible products under our voluntary returns programme.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have 14 days after receiving eligible goods to cancel an online purchase.
For more information, please refer to our Order Cancellation Policy and Returns and Refunds Policy.
15. Returns and Refund Status
If you have returned a product, you can contact our customer service team for information about the progress of your return or refund.
Depending on the process used, return-related updates may include:
- Return requested.
- Return instructions provided.
- Parcel in transit.
- Return received.
- Return being reviewed.
- Refund initiated.
- Refund completed.
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 payment provider may require additional time to display a completed refund.
16. 30-Day Risk-Free Trial Run
We offer a 30-day risk-free trial run for eligible footwear purchased through hokalondon.co.uk.
This allows customers to try qualifying HOKA running shoes and trainers under normal conditions to assess comfort, cushioning and fit.
If eligible footwear does not 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 the programme.
The trial is subject to the conditions explained in our Returns and Refunds Policy.
It operates in addition to your statutory consumer rights.
17. 2-Year Warranty Support
We offer a 2-year warranty on all products, subject to the applicable warranty conditions.
The warranty provides additional protection against qualifying manufacturing and material defects arising during normal, intended use.
If you experience a product issue after delivery, please contact our customer service team.
We may request your order number, a description of the problem and photographs where helpful.
Depending on the circumstances, the appropriate warranty remedy may include repair, replacement or refund.
The warranty does not replace or restrict your statutory rights under the Consumer Rights Act 2015.
18. Contacting Customer Support
If you have questions about your order status, please contact our customer service team through the contact options available on hokalondon.co.uk.
To help us assist you efficiently, please provide:
- Your order number.
- The email address used during checkout.
- The product or shipment concerned.
- A clear description of your enquiry.
- Any relevant tracking information.
We can help with order confirmation, payment status, dispatch, delivery, cancellations, returns and refunds.
We aim to provide accurate information and practical assistance throughout the order process.
19. Our Commitment to Clear Order Updates
At hokalondon.co.uk, we believe customers should feel informed and supported from the moment they place an order until their products arrive.
Whether you’re purchasing running shoes for your next training session, comfortable trainers for walking around London or sportswear for everyday activities, we want your shopping experience to be straightforward and reassuring.
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 order processing, tracking, delivery and after-sales enquiries.
We aim to provide clear order information, reliable communication and fair solutions whenever assistance is needed.
hokalondon.co.uk – Shop HOKA running shoes, comfortable trainers and activewear with confidence, supported by clear order updates and convenient customer service.