Bestellstatus
At hokaroadrunning.co.uk, we understand that customers want clear information about their purchases from the moment an order is submitted until the parcel arrives. Our Order Status Policy explains the different stages an order may pass through, how customers can check progress, what order notifications mean, and what to do if an update is delayed or a problem occurs.
Whether you have purchased road-running shoes, performance trainers, sportswear, clothing, or accessories, understanding the order process can help you know what to expect and when further action may be necessary.
This policy applies to orders placed through hokaroadrunning.co.uk and should be read alongside our Terms of Sale, Shipping and Delivery Policy, Order Cancellation Policy, Returns and Refunds Policy, and Privacy Policy.
1. Understanding Your Order Status
An order status indicates the current stage of your purchase within the ordering and fulfilment process. It helps explain whether an order has been received, is awaiting payment confirmation, is being prepared, has been dispatched, or has reached another stage.
The exact status labels displayed on hokaroadrunning.co.uk may depend on the website’s ordering system and the services used to fulfil your purchase.
A status update reflects the information available at a particular point in time. It may not always change immediately when an order moves between internal processing stages or delivery facilities.
If a status appears unclear, please review your order confirmation and any subsequent notifications before contacting customer support.
2. Order Received
When you successfully submit an order, the website may display an acknowledgement or send a confirmation message to the email address provided during checkout.
This generally indicates that your order details have been received by the ordering system.
The acknowledgement may include an order reference, a summary of your selected products, the amount payable, and other relevant purchase information.
Please retain this message so that you can refer to it if you need assistance.
An acknowledgement of receipt does not necessarily mean that the order has completed every verification step or that the goods have been dispatched. Acceptance of the order and formation of the purchase contract depend on the ordering process and the terms communicated to you.
If you do not receive an acknowledgement, check your email’s spam or junk folder and review whether the order appears in any available account or order information section.
If you remain uncertain whether the order was submitted successfully, contact customer support before placing another order to reduce the risk of an unintended duplicate purchase.
3. Payment Pending
An order may display a pending payment status when the transaction has not yet been fully confirmed.
This can occur when a bank, card issuer, digital wallet, or payment provider is still processing an authorisation or verification request.
A pending status does not necessarily mean that payment has failed. It indicates that the final outcome may not yet be available to the ordering system.
If your order remains pending, please review any payment notification from your financial institution and check whether additional authentication is required.
Avoid submitting another payment for the same order unless you have established that the original transaction did not complete.
If the status remains unchanged for an unusually long period, contact customer support with your order reference and the relevant payment status.
For security reasons, do not send full card details, banking passwords, card security codes, or one-time authentication codes in ordinary support messages.
4. Payment Confirmed
A payment-confirmed status generally indicates that the ordering system has received confirmation of the relevant transaction.
Once payment is confirmed, the order may proceed to availability checks and fulfilment preparation, subject to the applicable order process.
Payment confirmation does not necessarily mean that the parcel has been packed or dispatched.
The time between payment confirmation and dispatch may vary according to stock availability, order volume, verification requirements, and fulfilment arrangements.
If you believe that the payment status is incorrect, please contact customer support and provide the order reference and any relevant transaction reference that can safely be shared.
We will review the information available and explain the next steps where appropriate.
5. Order Under Review
Some orders may require additional review before fulfilment can continue.
This may occur when information needs to be checked, a payment provider requests further verification, a product’s availability requires confirmation, or an inconsistency is identified in the order details.
A review does not automatically mean that an order has been rejected or cancelled.
If additional information is needed, we may contact you using the details supplied during checkout.
Please check your email, including spam and junk folders, for any relevant request.
If we are unable to proceed with an order, we will handle the matter in accordance with the applicable purchase terms and legal requirements. Where a refund is due, it will be processed in accordance with the circumstances and applicable law.
6. Processing and Preparation
After the necessary order checks have been completed, the purchase may move into processing or preparation.
During this stage, the relevant products may be checked for availability, selected for fulfilment, prepared for packaging, and associated with the appropriate delivery information.
Orders for road-running shoes, trainers, sportswear, and accessories may require different preparation steps depending on the products and fulfilment arrangements involved.
The processing stage is separate from the parcel’s transit time. A parcel cannot be tracked through the carrier network until the relevant shipment information is available and the delivery process has progressed sufficiently.
We aim to process orders within a reasonable period, but the time required may vary.
If your order remains in processing beyond the expected period, please contact customer support with your order number so that we can review the available information.
7. Order Confirmed for Fulfilment
An order may be marked as confirmed, accepted, or ready for fulfilment once the applicable acceptance and verification steps have been completed.
The exact wording depends on the website’s order management system.
This status generally indicates that the order is progressing through the fulfilment process. It does not necessarily confirm that the parcel has been handed to the delivery provider.
Please continue to refer to the most recent notification for dispatch information and any available tracking details.
If you need to change an order at this stage, contact customer support as soon as possible. Whether a change can be made depends on the current status and the applicable contractual and legal requirements.
Please wait for confirmation before assuming that a requested amendment has been completed.
8. Preparing Your Parcel
Before dispatch, an order may undergo packing and shipment preparation.
This stage may include checking the selected product, size, colour, and quantity; preparing the parcel; generating shipment documentation; and arranging collection or handover to the delivery provider.
If your order contains several items, the products may be prepared together or separately, depending on availability and fulfilment arrangements.
A preparation status does not necessarily indicate a delay. It may simply mean that the order is progressing through the necessary steps before dispatch.
If you have a time-sensitive question about an order that has not yet been dispatched, contact customer support promptly.
We will review whether any action is possible based on the current order status.
9. Dispatched
A dispatched status generally indicates that the order has left the relevant fulfilment stage and entered the shipping process.
A dispatch notification may include the order reference, shipment details, a tracking number, or a link to the delivery provider’s tracking service, where available.
Please retain this information until the parcel has arrived and you have checked its contents.
Tracking information may not appear immediately after dispatch. The delivery provider may need to receive the parcel, register the shipment, or complete an initial scan before movement becomes visible online.
If you have received a dispatch notification but no tracking updates are available, allow reasonable time for the carrier’s system to update.
If the tracking reference remains unavailable or the parcel appears to be delayed beyond the expected period, contact customer support for assistance.
10. Tracking Information Available
Where tracking is supported, you can use the reference supplied in your dispatch notification to review the parcel’s progress.
Depending on the delivery provider, tracking updates may show that a parcel has been collected, processed at a sorting facility, transferred to another location, arrived at a local depot, or entered the final delivery stage.
The frequency of updates depends on the carrier and the service selected.
A parcel may continue moving through the delivery network even when the public tracking page has not recorded a new event.
Tracking information is provided to help customers understand the shipment’s progress. It is not, by itself, a guarantee of delivery at a particular time.
For estimated delivery periods and information about delivery disruptions, please refer to our Shipping and Delivery Policy.
11. Out for Delivery
An out-for-delivery status generally means that the carrier has indicated that the parcel is scheduled for delivery during its current delivery round.
The actual arrival time may depend on the carrier’s route, local conditions, delivery volume, and other operational factors.
Please ensure that someone is available to receive the parcel where the selected delivery service requires a recipient.
If the carrier provides delivery instructions or a delivery window, review them carefully.
An out-for-delivery status does not guarantee that delivery will be completed that day. Unexpected circumstances may result in a further attempt or a revised estimate.
If the parcel is not delivered as expected, check the latest tracking information for a new status and contact customer support if further assistance is required.
12. Delivered
A delivered status indicates that the carrier has recorded the parcel as delivered.
Depending on the service, the delivery record may contain a timestamp, delivery location, recipient confirmation, or other available information.
When you receive your order, please check that the parcel corresponds with your purchase and that the contents appear correct.
If tracking indicates delivery but you cannot locate the parcel, review the carrier’s delivery information, check any designated safe place, and ask household members or authorised reception staff whether they accepted it.
If the parcel remains missing, contact customer support with your order number and tracking reference.
We will review the available information and explain the next steps in accordance with the circumstances and applicable UK consumer law.
A delivery scan does not automatically resolve every question about whether the goods were properly delivered. The relevant facts and statutory protections will be considered where necessary.
13. Partially Fulfilled or Split Orders
Some orders containing multiple products may be fulfilled in separate parcels.
This may occur because of stock availability, fulfilment arrangements, product handling requirements, or other operational considerations.
In such cases, different items may have separate dispatch notifications or tracking references, and the parcels may arrive on different days.
Please review all shipment notifications associated with your order before reporting an item as missing.
If one parcel has arrived but another remains outstanding, identify the missing products when contacting customer support.
We will review the available fulfilment and tracking information to determine the appropriate next steps.
Any outstanding delivery obligations remain subject to the applicable contract and UK consumer law.
14. Delayed Order Status Updates
Order status information may not always update immediately.
Possible reasons include delays in receiving information from a payment provider, the timing of fulfilment system updates, a delay in the carrier’s initial scan, or technical interruptions affecting a connected service.
A status that has remained unchanged for a short period does not necessarily indicate that something has gone wrong.
However, if the status remains unchanged beyond the expected processing or delivery period, please contact customer support.
Include your order number, the last status displayed, and the date of the most recent update.
We will review the information available and, where appropriate, seek further clarification through the relevant fulfilment or delivery arrangements.
15. Orders That Appear Stuck in Processing
If your order remains in processing for longer than expected, there may be several possible explanations.
The order may be awaiting a stock check, additional payment verification, preparation, or another necessary fulfilment step.
Please first review your order confirmation and any messages that may request further information.
If there is no clear explanation for the delay, contact customer support and provide your order reference.
We will review the current status and explain any relevant information available to us.
If the delay affects the agreed delivery period or another applicable legal obligation, your rights will depend on the circumstances and the requirements of UK law.
16. Order Changes and Amendments
Customers may discover that they need to correct a delivery address, change a selected product variation, or amend other order details after submission.
If this happens, contact customer support as soon as possible.
The ability to make a change depends on whether the order is still being processed, has entered packing, or has already been dispatched.
An address change may also depend on whether the delivery provider permits an amendment after shipment.
We cannot guarantee that every requested change will be possible.
Please do not rely on an amendment until it has been confirmed. If the order cannot be changed, we will explain the available options under the relevant order policies and applicable law.
17. Cancellation Requests and Order Status
If you wish to cancel an order, please contact customer support promptly and include your order number.
A cancellation request may be easier to action before the order enters fulfilment or dispatch, but the outcome depends on the current status and applicable requirements.
The status may continue to display the previous stage while a cancellation request is being reviewed.
A submitted request does not, by itself, confirm that the order has been cancelled.
For eligible online purchases, statutory cancellation rights may apply even after dispatch or delivery. For most goods, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally provide a 14-day period after receipt in which to notify the trader of cancellation, subject to statutory exceptions and conditions.
Please consult our Order Cancellation Policy for further information about cancellation procedures and deadlines.
18. Payment Declined or Unsuccessful
If your order shows that payment has failed or been declined, the payment provider or financial institution may not have authorised the transaction.
Possible causes include insufficient available funds, incorrect payment details, a bank security check, an expired card, or a restriction imposed by the payment provider.
If this occurs, check the message displayed during checkout and contact your bank or payment provider if necessary.
Before trying again, review whether the original payment created a pending transaction or whether the order was completed despite an unclear message.
If you believe that a payment has been taken but the order still shows as unpaid, contact customer support with the order reference and relevant transaction information that can safely be shared.
We will review the available records and explain the appropriate next steps.
19. Refund Status
If an order has been cancelled or a return has been approved, the refund may pass through several stages before the funds appear in your account.
The status may indicate that a refund has been requested, approved, processed, or completed within the relevant system.
A processed refund does not necessarily mean that the money will appear immediately in your bank or card account. The time required may depend on the payment provider and financial institution.
If the expected refund period has passed and the funds have not appeared, contact customer support with your order number and any available refund reference.
We will review the refund record and provide the information available to us.
Refunds will be handled in accordance with the applicable purchase terms, our Returns and Refunds Policy, and statutory requirements.
20. Incorrect or Unrecognised Order Status
If you believe that an order status is incorrect, please contact customer support so that we can review it.
Examples include an order marked as delivered when the parcel has not arrived, an order shown as unpaid after a payment was completed, or an order that appears cancelled despite a confirmation of acceptance.
Please provide the order number and explain why the displayed status appears inconsistent with your records.
Relevant confirmation messages, tracking details, or transaction references may help us investigate the discrepancy.
We will review the information available and explain the next steps where appropriate.
Please avoid placing a replacement order solely because of an unclear status until you have checked whether the original purchase was completed.
21. Protecting Your Order Information
Order references and tracking details can help identify a purchase, but they should still be handled carefully.
When contacting customer support, provide only the information reasonably needed to identify the transaction and resolve your question.
Do not share account passwords, full payment card details, banking credentials, or one-time authentication codes.
If you receive an unexpected message asking you to pay an additional fee, disclose confidential information, or follow an unfamiliar link to release an order, verify the request through a trusted channel before responding.
We aim to handle order-related information in accordance with our Privacy Policy and applicable UK data protection requirements.
22. Order Status and Delivery Commitments
Order status labels are intended to provide useful information about progress. They do not replace the delivery commitments applicable to a purchase.
We aim to fulfil orders within the delivery period agreed with the customer and in accordance with applicable UK law.
Where no different delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days, subject to the circumstances and applicable legal requirements.
If a delivery period is missed, consumers may have rights to set an additional deadline or cancel in circumstances provided by law. Different rules may apply where delivery by a particular date was essential.
Nothing in this policy is intended to exclude statutory consumer rights or to make a tracking status the sole measure of whether delivery obligations have been met.
23. How to Contact Us About an Order
If you need help understanding an order status, please use the customer support contact options published on hokaroadrunning.co.uk.
To help us identify the relevant transaction, include:
- Your order number.
- The email address associated with the purchase, where appropriate.
- The status currently displayed.
- The date of the most recent update.
- A tracking reference, if available.
- A short explanation of the problem or question.
Please avoid sending unnecessary personal information or confidential payment credentials.
We aim to review order enquiries carefully and provide relevant information about the status and available next steps.
24. Changes to This Order Status Policy
We may update this Order Status Policy when our order management systems, fulfilment arrangements, website features, or legal requirements change.
The latest version will be published on hokaroadrunning.co.uk.
We encourage customers to review this policy when they need clarification about an order notification or status label.
Changes to this policy will not automatically alter an existing purchase contract or remove rights that have already arisen under applicable law.
Where a specific contractual or statutory obligation applies, that obligation will take precedence over inconsistent wording in this policy.
25. Our Commitment to Clear Order Information
At hokaroadrunning.co.uk, we recognise that clear order information helps customers plan for delivery and understand what happens after a purchase.
We aim to provide useful status updates where available, communicate relevant order information, and help customers investigate unexpected changes or delays.
Our approach focuses on clear notifications, practical tracking guidance, responsible handling of order records, and respect for the rights of customers under UK law.
Whether you are waiting for road-running shoes, checking a sportswear order, or following a refund, we want you to have a clear route to request assistance when something is uncertain.
Thank you for shopping with hokaroadrunning.co.uk. We appreciate your order and aim to provide a straightforward and dependable experience from checkout through fulfilment and delivery.