الشحن والتوصيل

At hokaroadrunning.co.uk, we understand that receiving your order safely and on time is an important part of shopping online. Whether you are purchasing road-running shoes, cushioned trainers, performance clothing, or everyday sportswear, we aim to provide clear delivery information and a reliable fulfilment process for customers across our supported UK delivery areas.

This Shipping and Delivery Policy explains how orders are prepared, how delivery options work, what to expect after dispatch, and what steps to take if a parcel is delayed, damaged, or delivered incorrectly. It also outlines our approach to delivery addresses, tracking information, unsuccessful delivery attempts, and the responsibilities that apply when an order is in transit.

We provide free standard delivery on eligible orders within our supported UK delivery areas. The availability of particular services may depend on the destination, product availability, and fulfilment arrangements.

Please read this policy alongside our Terms of Sale, Order Status Policy, Order Cancellation Policy, and Returns and Refunds Policy.

1. Delivery Coverage

hokaroadrunning.co.uk aims to deliver orders to customers within the United Kingdom where delivery services are supported.

The delivery destinations available for a particular order will be indicated during checkout. Availability may vary depending on the address, the delivery provider, and any restrictions affecting the shipment.

Customers should enter a complete and accurate delivery address before submitting an order. This includes the house or building number, street name, town or city, postcode, and any additional information needed to identify the property.

Some locations may require additional delivery arrangements because of limited carrier coverage, access restrictions, or other logistical circumstances.

If your address cannot be served by the available delivery options, the website may not permit the order to proceed using that destination. If you need clarification about a particular delivery area, please contact customer support before placing your order.

2. Free Standard Delivery

We offer free standard delivery on eligible orders within our supported UK delivery areas.

The standard delivery option is intended to provide a convenient way to receive road-running footwear, sportswear, clothing, and accessories without an additional standard shipping charge.

Eligibility will be reflected in the checkout information for your purchase. If a particular destination or order does not qualify for free standard delivery, any applicable charge will be displayed before the order is submitted.

Free standard delivery does not necessarily mean that every parcel will arrive within the same period. Transit times can vary according to the destination, carrier operations, order preparation, and circumstances affecting transport.

We recommend reviewing the delivery information shown during checkout and retaining your order confirmation for reference.

If an eligible order is charged an unexpected delivery fee, please contact customer support and provide your order number so that the charge can be reviewed.

3. Order Processing Before Dispatch

Before an order is dispatched, it may pass through several preparation stages.

These may include reviewing the submitted order details, confirming product availability, verifying payment status, preparing the selected items, checking the parcel contents, and arranging the shipment.

Processing time is separate from the time a parcel spends travelling through the delivery network.

The time needed to prepare an order may vary depending on stock availability, order volume, operational requirements, and whether additional information is needed.

We aim to process orders within a reasonable period, but an order should not be considered dispatched until the relevant dispatch process has taken place.

If additional information is required to complete an order, we may contact you using the details provided at checkout. Please check your email, including your spam or junk folder, for any relevant notification.

4. Estimated Delivery Times

Estimated delivery periods are provided to help customers plan for the arrival of their purchases.

The expected arrival date may depend on the time the order is placed, the time required for processing, the destination postcode, and the service used by the delivery provider.

Unless a specific delivery date has been expressly agreed as a binding commitment, an estimated delivery date should be treated as a guide rather than a guarantee.

Delivery may take longer during public holidays, periods of unusually high parcel volumes, severe weather, transport disruption, or other circumstances affecting the carrier network.

We aim to meet the delivery period agreed with the customer and the requirements of applicable UK consumer law.

Where no different delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days under the Consumer Rights Act 2015 and related legislation, subject to the applicable circumstances. Different rights may apply where a particular delivery date was essential.

If your parcel has not arrived within the expected period, please review the available tracking information and contact customer support if further assistance is needed.

5. Dispatch Confirmation

Once an order has been dispatched, a notification may be sent to the email address supplied during checkout.

Depending on the fulfilment system, the notification may include the order reference, dispatch information, a tracking number, or a link to the relevant delivery provider.

Please retain this information until your order has arrived and you have confirmed that the parcel contents are correct.

A dispatch notification indicates that the order has entered the shipping process, but it does not necessarily mean that the carrier’s tracking system will immediately display movement.

There may be a short interval between the creation of shipment information, collection of the parcel, and the first tracking scan.

If you have not received a dispatch notification after the expected processing period, please check your email folders and contact customer support with your order number.

6. Tracking Your Parcel

Where tracking is available, you can use the reference supplied in your dispatch notification to follow the parcel’s progress.

Tracking information may show events such as parcel acceptance, movement between sorting facilities, arrival at a local delivery depot, an attempted delivery, or confirmation of delivery.

The frequency and detail of these updates depend on the carrier and the service used.

Some parcels may travel between facilities without generating a new public tracking event at every stage. A period without an update does not automatically mean that the shipment has been lost.

If the tracking page displays an error, the reference cannot be found, or the information appears inconsistent with your order, please allow reasonable time for the system to update before contacting customer support.

If the tracking information remains unavailable or the parcel appears delayed beyond the expected period, we will review the information available and explain the appropriate next steps.

7. Delivery Address Accuracy

Customers are responsible for providing accurate delivery details when placing an order.

Before confirming checkout, please check that your postcode, street address, property number, and any relevant flat or unit information are correct.

An incomplete or inaccurate address may cause delays, unsuccessful delivery attempts, or the parcel being returned to the sender.

If you discover an error after placing an order, contact customer support as soon as possible. We will review whether the address can be amended based on the order’s current status.

Once a parcel has been handed to the carrier, address changes may be restricted or dependent on the delivery provider’s procedures.

Please do not assume that an address amendment has been completed until confirmation has been provided.

If the parcel cannot be redirected, we will explain the options available according to the circumstances and applicable law.

8. Receiving Your Delivery

When a parcel arrives, please check the external packaging for obvious signs of damage and confirm that the package appears to correspond with your order.

If the delivery provider requests a signature or another form of confirmation, follow the instructions associated with the selected service.

Where delivery instructions are available, please ensure that they are clear and suitable for the property.

If another person receives the parcel on your behalf, consider confirming that they can accept deliveries at the address and pass the parcel to you securely.

After opening the package, compare the contents with your order confirmation to check that the products, sizes, colours, and quantities are correct.

If anything appears missing, damaged, or incorrect, contact customer support and provide your order number along with a description of the issue.

9. Safe Places and Alternative Recipients

Depending on the delivery service, a carrier may offer options such as leaving a parcel in a designated safe place, delivering it to an authorised recipient, or arranging collection from an approved location.

The availability of these options depends on the carrier and the destination.

If you select a safe place or alternative recipient, please ensure that the arrangement is appropriate for your circumstances and that the location can be identified clearly.

Where you have independently arranged a delivery option with the carrier, the effect of that instruction will depend on the circumstances and applicable law.

If tracking indicates that a parcel has been left somewhere but you cannot locate it, review the carrier’s delivery details and contact customer support so that the matter can be investigated.

Nothing in this section removes any delivery responsibility or consumer right that applies under UK law.

10. Missed Deliveries

A delivery attempt may be unsuccessful if nobody is available to receive the parcel, the property cannot be accessed, the address information is incomplete, or another issue prevents the carrier from completing delivery.

Where available, the carrier may provide instructions for arranging another attempt or collecting the parcel from a designated location.

Please check any delivery card, email notification, or tracking update for the next available action.

If you cannot follow the instructions provided or the parcel’s status is unclear, contact customer support with your order number and tracking reference.

An unsuccessful delivery attempt does not automatically mean that your order has been cancelled.

If the parcel is eventually returned to the sender, we will review the circumstances and explain the available options in accordance with the applicable purchase terms and legal requirements.

11. Delayed or Stalled Shipments

Occasionally, a parcel may take longer than expected to arrive.

Delays can result from carrier backlogs, weather conditions, transport interruptions, public holidays, operational issues, or other circumstances affecting the delivery network.

If your order is delayed, first check the latest tracking information and compare it with the estimated delivery period provided for your purchase.

If the tracking information has not changed for an unusually long period or the estimated delivery period has passed, contact customer support.

Please provide your order number, tracking reference, and the latest status shown by the carrier.

We will review the available information and, where appropriate, seek further clarification through the relevant fulfilment or delivery arrangements.

A delay does not automatically mean that a parcel has been lost. However, if delivery does not occur within the applicable contractual or statutory period, you may have legal rights to set an additional deadline or cancel in circumstances provided by law.

12. Parcels Marked as Delivered but Not Received

If tracking shows that your parcel has been delivered but you have not received it, please check the available delivery information before contacting us.

Where appropriate, you may wish to:

• Check the entrance, porch, or other usual delivery locations.
• Ask household members or authorised reception staff whether they accepted the parcel.
• Review any safe-place instructions or delivery photograph supplied by the carrier.
• Confirm that the address shown in your order confirmation is correct.
• Review the carrier’s latest delivery record.

If the parcel still cannot be located, contact customer support with your order number and tracking reference.

We will review the available information and consider the circumstances in accordance with our delivery arrangements and applicable UK consumer law.

For consumer purchases, the risk of loss or damage generally remains with the trader until the consumer, or a person nominated by the consumer other than the carrier, takes physical possession of the goods. A different rule may apply where the consumer independently commissions a carrier not offered by the trader, subject to the statutory conditions.

A tracking status alone does not automatically determine every question of delivery responsibility.

13. Damaged Parcels and Goods

If your parcel arrives with visible damage, please inspect the contents carefully and contact customer support if the products have also been affected.

Where practical, retain the packaging and take photographs showing the external damage, internal packaging, and affected products.

Please provide your order number and a concise description of what occurred.

We will review the information and explain the appropriate next steps.

If a product itself is damaged, faulty, or does not conform to its description, you may have statutory rights under the Consumer Rights Act 2015.

The appropriate remedy depends on the circumstances and may include a repair, replacement, price reduction, or rejection of the goods where the relevant legal conditions are met.

We do not intend to use packaging or delivery procedures to restrict any remedy that applies under UK consumer law.

14. Incorrect, Missing, or Split Deliveries

If you receive an item different from the one ordered, or the parcel appears to contain fewer items than expected, please contact customer support.

Include your order number, the product names involved, and a description of the discrepancy. Photographs of the parcel contents may help us investigate.

Some orders may be delivered in separate parcels depending on the fulfilment arrangements. If you receive only part of an order, please review all dispatch notifications and tracking references before reporting an item as missing.

If an expected parcel has no tracking information or has not arrived within the expected period, let us know so that we can review the outstanding items.

We will consider the order records and the information available before determining the appropriate resolution.

Where the issue results from an incorrect or incomplete fulfilment, we will explain the next steps in accordance with the applicable contractual and legal requirements.

15. Changes to Delivery Instructions

If you need to change delivery instructions after placing an order, please contact customer support promptly.

Before dispatch, it may be possible to update certain details, subject to the status of the order and the available systems.

After dispatch, changes may need to be requested directly through the delivery provider if its service permits them.

Examples of possible changes include adding a flat number, clarifying access instructions, or asking whether a different delivery arrangement is available.

Not every request can be accommodated, and some changes may affect the estimated arrival date.

Please wait for confirmation before relying on an amended instruction.

If a requested change cannot be made, customer support can explain any alternative arrangements available in the circumstances.

16. Orders Containing Multiple Items

An order containing several products may be prepared and dispatched together or in separate parcels, depending on stock availability and fulfilment arrangements.

If items are sent separately, each parcel may have its own dispatch notification and tracking reference.

Different parcels from the same order may not arrive on the same day.

Please review all shipment notifications before concluding that an item has been omitted.

If the order remains incomplete after the expected delivery periods have passed, contact customer support and identify the items you have received and those still outstanding.

We will review the relevant records and explain the next steps.

Any delivery obligations relating to the outstanding products remain subject to the applicable contract and UK law.

17. Delivery Charges and Additional Services

Free standard delivery is available on eligible orders within our supported UK delivery areas.

Where alternative delivery services are offered, their availability and charges will be displayed before you submit your order.

The cost of a delivery option may depend on the destination, service selected, and other conditions associated with the carrier.

Please review the final checkout total carefully before confirming payment.

If an optional paid service is selected, the relevant charge will be shown in the order summary.

Where a delivery charge appears to have been applied incorrectly, contact customer support with your order number so that we can review the transaction.

If a statutory cancellation applies, the reimbursement of delivery charges is governed by the applicable legal rules, including the requirements concerning the least expensive standard delivery option.

18. Delivery of Road-Running Footwear

We take care to arrange delivery of road-running shoes and related products in a manner appropriate to ordinary retail fulfilment.

Customers should inspect the package when it arrives and confirm that the product model, size, colour, and quantity correspond with the order confirmation.

Footwear packaging may help protect the product during transport, so please retain the shoe box and other supplied materials until you have confirmed that the order is correct.

If the shoes arrive damaged, the wrong variation has been supplied, or an item is missing, contact customer support with the relevant details.

If you decide that the footwear is not suitable, please consult our Returns and Refunds Policy for information about eligible returns and the 30-day free returns service.

Delivery and return arrangements are separate processes, and a completed delivery does not affect any statutory rights that may apply to the product.

19. Delivery Address Restrictions

Certain destinations may be subject to restrictions imposed by the delivery provider or the services available for a particular shipment.

These may include locations with limited carrier coverage, restricted access, or other practical delivery limitations.

Where a destination is not supported, the available delivery options may not appear at checkout.

If a delivery restriction becomes apparent after an order has been placed, we will review the circumstances and explain the options available.

We will not assume that a customer has agreed to a materially different delivery arrangement without an appropriate basis.

Any cancellation, refund, or alternative fulfilment arrangement will be handled in accordance with the applicable contract and legal requirements.

20. Delivery During Public Holidays and Disruptions

Delivery services may operate differently during UK public holidays or periods of increased demand.

Severe weather, transport disruption, industrial action, infrastructure problems, and other events may also affect normal carrier operations.

These circumstances can result in changes to estimated delivery dates or gaps in tracking updates.

We aim to provide relevant information where a significant disruption affects an order and information is available to us.

If a delay affects your purchase, please review the latest tracking information and contact customer support if you require assistance.

Events outside our reasonable control do not automatically remove statutory obligations or consumer remedies. The effect of a disruption will depend on the circumstances and the applicable law.

21. Delivery and Order Cancellation

If you wish to cancel an order before dispatch, contact customer support as soon as possible.

Whether the shipment can be stopped depends on the order’s current status and the applicable contractual and legal requirements.

Once a parcel has been dispatched, it may no longer be possible to intercept it through the standard fulfilment process.

However, statutory cancellation rights for eligible online purchases may still apply after delivery. For most goods, the Consumer Contracts Regulations generally provide a 14-day period after receipt in which to notify the trader of cancellation, subject to the statutory conditions and exceptions.

Please refer to our Order Cancellation Policy for details of the applicable process, deadlines, and refund arrangements.

Submitting a cancellation request does not automatically confirm that the order has been cancelled. Please wait for confirmation or contact customer support if the status remains unclear.

22. Delivery Responsibilities and Consumer Rights

We aim to fulfil orders in accordance with the delivery terms presented at checkout and the requirements of UK consumer law.

Under the Consumer Rights Act 2015 and related legislation, goods must generally be delivered within the agreed period or, where no period has been agreed, within 30 days unless a different arrangement is lawfully agreed.

Where the applicable delivery period is missed, consumers may have the right to set an additional deadline and cancel if delivery does not take place within that deadline. In certain circumstances, such as where delivery by a particular date was essential, different cancellation rules may apply.

For consumer purchases, the risk of loss or damage generally remains with the trader until the goods are physically received by the consumer or a nominated person other than the carrier, subject to the statutory exception for certain independently commissioned carriers.

Nothing in this policy is intended to exclude or limit these rights or any other mandatory consumer protection.

23. Information Needed for Delivery Enquiries

If you need help with a delivery, please provide enough information for us to identify the relevant shipment.

Useful details may include:

• Your order number.
• The email address associated with the purchase, where appropriate.
• The delivery postcode.
• The tracking reference, if available.
• The latest status shown by the carrier.
• A brief explanation of the problem.
• Photographs, where relevant to a damaged parcel or incorrect item.

Please do not send full payment card details, passwords, or one-time authentication codes in ordinary support messages.

Providing accurate information can help reduce the need for repeated enquiries and allow the issue to be reviewed more efficiently.

24. Contact Us About Shipping and Delivery

If you have questions about a delivery estimate, dispatch notification, tracking reference, missed delivery, damaged parcel, or missing order, please use the customer support contact options published on hokaroadrunning.co.uk.

When contacting us, explain the issue clearly and include your order number and tracking reference where available.

If the parcel is marked as delivered but cannot be found, please mention that status so that the enquiry can be reviewed appropriately.

We aim to assess delivery enquiries carefully and provide guidance on the available next steps.

Some cases may require additional investigation with the relevant delivery provider, and the time needed to obtain further information may vary.

25. Updates to This Shipping Policy

We may revise this Shipping and Delivery Policy when our fulfilment arrangements, delivery services, website functions, or legal obligations change.

The latest version will be published on hokaroadrunning.co.uk.

We encourage customers to review the policy before placing an order and to refer to the delivery information supplied with their individual purchase.

Any policy update will not automatically alter an existing purchase contract or remove rights that have already arisen under applicable law.

Where a specific delivery commitment or statutory obligation applies to an existing order, the relevant contractual and legal requirements will take precedence.

26. Our Commitment to Reliable Delivery

At hokaroadrunning.co.uk, we aim to provide a delivery process that is clear, practical, and suitable for customers purchasing road-running footwear and related products.

Our approach focuses on:

• Free Standard Delivery: Offering free standard shipping on eligible UK orders.
• Clear Checkout Information: Displaying applicable delivery options and charges before purchase.
• Order Visibility: Providing dispatch and tracking information where available.
• Responsible Fulfilment: Preparing orders carefully and coordinating delivery arrangements.
• Practical Support: Helping customers investigate delays, missing parcels, and delivery errors.
• Secure Receipt: Encouraging accurate address details and appropriate parcel handling.
• Consumer Protection: Respecting applicable UK delivery obligations and statutory rights.

We recognise that customers rely on clear delivery information when planning their purchases. Our aim is to make the journey from checkout to receipt as straightforward as reasonably possible and to provide useful support if a delivery problem arises.

Thank you for choosing hokaroadrunning.co.uk. We appreciate your order and aim to provide a dependable shopping experience for your road-running shoes, sportswear, and related products.