Kontakt

At hokaroadrunning.co.uk, we value clear communication and aim to make it straightforward for customers to get help when they need it. Whether you have a question about road-running shoes, need clarification about a product listing, want to check an order, or require assistance with a delivery or return, we encourage you to contact us through the customer support options available on our website.

We understand that online shopping can involve different questions at different stages, from choosing the right footwear to receiving a parcel and resolving a problem after delivery. Our contact process is intended to help customers explain their concerns, provide the information needed to investigate an issue, and understand the next steps available.

This Contact Us policy explains how to reach our support team, what information to include in an enquiry, how different requests may be handled, and what customers can expect when communicating with hokaroadrunning.co.uk.

1. How to Contact Us

Customers can use the contact methods published on hokaroadrunning.co.uk to submit questions, request assistance, or raise concerns about our website and products.

Please use the contact information or enquiry form displayed on the website. The available communication methods may vary depending on the services currently provided.

When contacting us, please describe your enquiry clearly so that we can understand what assistance you require. If your question concerns an existing purchase, including your order reference can help us identify the relevant transaction.

We aim to direct enquiries to the appropriate support process and provide useful information based on the circumstances.

Please ensure that the contact details you provide are accurate so that we can respond where a reply is necessary.

2. Product Information and General Enquiries

If you need further information about products listed on hokaroadrunning.co.uk, you are welcome to contact us before placing an order.

Our website focuses on road-running shoes, performance trainers, and related products, which may also include sportswear, clothing, and accessories.

You may contact us with questions concerning:

• Available shoe sizes, colours, and product variations.
• Product descriptions and listed specifications.
• Materials, design features, and other published product details.
• The availability of a particular item.
• Information needed to compare products.
• Website navigation or difficulties locating a product.
• General questions about shopping through our website.

When submitting a product enquiry, please include the product name or the relevant page link where possible. This helps us understand which item you are referring to and provide a more relevant response.

We aim to clarify information available to us, although some product characteristics or stock details may require additional verification.

3. Assistance With Choosing Road-Running Footwear

Selecting running shoes can involve several considerations, including fit, cushioning, intended use, and personal comfort preferences.

If you have a question about a listed product, you may contact us for clarification about the information presented on its product page.

Please tell us which model you are considering and identify the feature you would like us to explain.

Although we can help clarify available product information, we cannot guarantee that a particular shoe will suit every individual. Foot shape, running habits, preferred fit, and intended activity can influence footwear suitability.

Customers should review the listed specifications carefully and make their own assessment based on their requirements.

If you have a medical condition or a specialist concern affecting footwear selection, consider seeking advice from an appropriately qualified professional.

4. Existing Orders and Order References

If your enquiry concerns an order already placed through hokaroadrunning.co.uk, please include the order number in your message.

Order references help us distinguish one purchase from another and reduce the need for repeated questions.

You may contact us about:

• Confirmation of an order.
• An incorrect product or size selection.
• A request to amend order details.
• A payment status question.
• A dispatch notification that has not arrived.
• An order that appears delayed.
• A cancellation request.
• A return or refund enquiry.
• A missing item or other fulfilment concern.

Please explain the issue and include any relevant details that may help us identify the order.

Some changes may no longer be possible once an order has entered packing or dispatch. We will review the current status and explain the options available under the applicable terms and legal requirements.

Submitting a request does not automatically confirm that a change or cancellation has been completed.

5. Delivery and Tracking Enquiries

We understand that customers may need assistance when waiting for an order or trying to understand tracking information.

If you have a delivery-related question, please provide your order number and tracking reference, if one has been issued.

Useful enquiries include questions about estimated arrival dates, tracking updates, missed delivery attempts, incomplete deliveries, and parcels marked as delivered but not received.

Before contacting us about a tracking issue, you may wish to review the latest information provided by the delivery service. Tracking systems can take time to update after a parcel has been collected or moved between facilities.

If the parcel remains delayed or the tracking information appears incorrect, contact us so that the available details can be reviewed.

Where further investigation is required, we may need to obtain information from the relevant delivery provider. The time needed to clarify a shipment can vary according to the circumstances.

Our Shipping and Delivery Policy provides additional information about delivery arrangements and the steps available when a parcel encounters a problem.

6. Returns, Exchanges, and Refund Questions

If you wish to return an item or ask about a refund, please contact us through the support channels published on hokaroadrunning.co.uk.

Our voluntary returns service provides 30-day free returns on eligible purchases, subject to the conditions and instructions explained in our Returns and Refunds Policy.

When submitting a return enquiry, please provide your order number and explain why you would like to return the product.

For example, your request may concern a change of mind, an incorrect item, a sizing issue, a damaged product, or goods that do not match their description.

We will explain the relevant process based on the circumstances and the applicable contractual and legal requirements.

Please follow the return instructions provided before sending an item back. This helps us identify the returned parcel and associate it with the correct order.

Voluntary return arrangements do not replace statutory cancellation rights or remedies available for faulty or misdescribed goods under UK consumer law.

7. Faulty, Damaged, or Incorrect Products

If a product arrives damaged, appears faulty, or differs materially from what you ordered, please contact us as soon as reasonably practicable.

Your message should include the order reference, the product concerned, and a description of the issue.

Where useful, you may also provide photographs showing the affected item, its packaging, or the discrepancy between the received product and the order confirmation.

Please retain relevant packaging and order documentation while the matter is being reviewed, where practical.

We will assess the information provided and explain the appropriate next steps.

Under the Consumer Rights Act 2015, consumers may have statutory rights where goods are not of satisfactory quality, are not fit for a particular purpose where the relevant legal conditions apply, or do not match their description.

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

Nothing in this Contact Us policy restricts any consumer right that cannot lawfully be excluded.

8. Payment and Transaction Enquiries

If you have a question about a payment made through hokaroadrunning.co.uk, please contact us with the order reference and a description of the issue.

Payment enquiries may concern a declined transaction, an order that remains pending, a payment confirmation that has not arrived, a possible duplicate charge, or a refund that has not appeared in your account.

Depending on the payment method, we may need to review the available transaction information or direct you to the relevant payment provider for further clarification.

Please be aware that the time required for a payment or refund to appear in a bank account may depend on the payment provider and financial institution.

For security reasons, do not send full payment card numbers, card security codes, banking passwords, or one-time authentication codes through ordinary support messages.

If you suspect unauthorised activity on your bank account or payment card, contact your bank or card issuer promptly. You may also notify us if the matter relates to a transaction on our website.

9. Website Access and Technical Problems

If you encounter a technical problem while browsing hokaroadrunning.co.uk, we welcome your report.

Issues may include pages that fail to load, product images that do not display correctly, an unavailable checkout function, an error when submitting a form, or difficulty accessing information.

When reporting a technical issue, please describe what you were attempting to do, which page was affected, and what happened when the problem occurred.

If possible, include the approximate time of the issue and the type of device or browser you were using. Please avoid sending passwords or other confidential information.

We will review the information provided and take appropriate steps where the issue falls within our website support responsibilities.

Some problems may originate from a browser, device, internet connection, or third-party service. In those cases, further checks may be needed to determine the cause.

10. Privacy and Personal Information Requests

If you have questions about how your personal information is handled, you can contact us through the published support channels.

Privacy enquiries may include requests to access personal information, correct inaccurate details, ask about data retention, withdraw consent where applicable, or exercise another right available under UK data protection law.

Please identify the type of request you wish to make and provide enough information for us to understand its scope.

We may need to verify your identity before disclosing personal information or making certain changes. This is intended to protect customers against unauthorised access.

We aim to handle privacy requests within the timeframes required by applicable law.

For further information about our information-handling practices, please consult the Privacy Policy and Cookie Policy published on hokaroadrunning.co.uk.

11. Complaints and Feedback

We value feedback that helps us identify problems and improve the customer experience.

If you are dissatisfied with a product, delivery, payment, customer service interaction, or another aspect of your experience, you may submit a complaint through our published contact channels.

Please explain what happened, when the issue occurred, and what outcome you are seeking, where relevant.

If the complaint concerns an existing order, include the order reference and any relevant correspondence. Supporting documents or photographs may help us understand the circumstances.

We aim to consider complaints carefully and provide a response explaining our understanding of the issue and any available next steps.

If a complaint cannot be resolved directly, you may have access to consumer advice services or other dispute-resolution options available under UK law.

Nothing in this section requires you to give up a statutory right or legal remedy.

12. Response Times and Follow-Up

We aim to respond to enquiries within a reasonable period, taking account of the nature and complexity of the request and the information available.

Some questions can be addressed using existing product or policy information. Other matters, particularly those involving delivery investigations, payment providers, or product concerns, may require additional checks.

Where further information is needed, we may contact you to clarify the circumstances.

Please ensure that the email address or other contact details supplied with your enquiry are accurate and check your inbox, including spam or junk folders, for a possible response.

If you follow up on an existing enquiry, please refer to the original message or provide the relevant order number so that the matter can be identified more easily.

We cannot guarantee a specific response time unless one has been expressly communicated to you.

13. Information to Include in Your Message

Providing relevant information at the beginning of an enquiry can help us understand the issue more efficiently.

Depending on the nature of your request, useful details may include:

• Your order number, if the enquiry concerns a purchase.
• The product name or relevant product page.
• The email address associated with the order, where appropriate.
• The delivery postcode or tracking reference, if relevant.
• A clear explanation of the question or problem.
• Photographs or supporting information where useful.
• Details of any previous communication about the same issue.

Please provide only information relevant to the enquiry.

Do not include full payment card details, passwords, authentication codes, or unnecessary sensitive personal information.

We may ask for additional information where reasonably necessary to verify an order or investigate a concern.

14. Respectful and Appropriate Communication

We aim to treat every customer enquiry with courtesy and professionalism and ask visitors to communicate with our support team in the same spirit.

Messages should focus on the issue requiring assistance and should not contain threats, unlawful harassment, discriminatory abuse, malicious content, or attempts to obtain information to which the sender is not entitled.

Where a message contains abusive or threatening material, we may take reasonable steps to protect staff and maintain appropriate communication channels, subject to applicable law.

Such steps will not remove any statutory consumer right or prevent a customer from pursuing a lawful complaint or remedy.

We encourage customers to explain their concerns clearly so that we can focus on the underlying issue and the available resolution.

15. Contact Details and Changes to Contact Methods

The current contact options for hokaroadrunning.co.uk are published on our website.

Communication methods, enquiry forms, and support arrangements may change as our website and service procedures develop.

For this reason, please refer to the contact information currently displayed on the website rather than relying on details obtained from an outdated third-party source.

We aim to keep relevant contact information accessible so that customers can identify the appropriate channel for their enquiry.

If a contact form or communication feature is temporarily unavailable, please check the website for another published method of contacting us.

We do not publish unverified telephone numbers, postal addresses, or email addresses in this policy.

16. Security When Contacting Us

We take reasonable steps to handle customer communications responsibly, but customers should also take care when sharing information online.

Please ensure that you are using the contact options published on hokaroadrunning.co.uk before submitting order or personal details.

Do not share your password, full payment card details, card security code, or one-time authentication code in an ordinary support message.

If you receive a suspicious message claiming to come from our website, avoid following unfamiliar links or providing confidential information until you have verified the request through a trusted channel.

If you believe your personal information has been exposed or used without permission, contact the relevant service provider or financial institution where necessary and notify us if the incident relates to your interaction with our website.

17. Contact Enquiries From Third Parties

We may occasionally receive enquiries from someone contacting us on behalf of a customer, such as a family member or another person assisting with an order.

Before discussing order-specific or personal information, we may need to establish that the person is authorised to receive it.

This helps protect customer privacy and prevents information from being disclosed to an unauthorised individual.

If you are contacting us on behalf of another person, please explain your relationship to the request and provide any relevant authorisation where required.

We will handle such enquiries in accordance with our Privacy Policy and applicable data protection requirements.

18. Legal and Consumer Rights Enquiries

Customers may contact us to ask how a particular website policy applies to their purchase.

Such enquiries may concern statutory cancellation rights, delivery obligations, product conformity, refunds, or other matters governed by UK consumer law.

We aim to explain our published procedures and the information available to us in a clear and practical manner.

Where a question depends on specific facts or legal circumstances, the answer may require an individual assessment.

Information provided through ordinary customer support is not a substitute for independent legal advice where such advice is necessary.

Nothing in our response procedures limits any right or remedy available under applicable UK legislation.

19. Updates to This Contact Us Policy

We may update this Contact Us policy when our support procedures, website features, or legal requirements change.

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

We encourage visitors to review the current information when they need to contact us or understand how an enquiry may be handled.

Any update will not remove statutory rights or alter an existing contractual obligation where doing so would be unlawful.

20. Our Commitment to Customer Communication

At hokaroadrunning.co.uk, we believe that effective communication is an important part of a dependable online shopping experience.

We aim to provide clear routes for product questions, order enquiries, delivery concerns, returns, payment issues, privacy requests, and customer feedback.

By encouraging customers to provide relevant details and use the contact options published on our website, we aim to make enquiries easier to understand and investigate.

We recognise that each issue may require a different approach. Our goal is to review enquiries fairly, explain the available next steps, and handle customer information responsibly.

Thank you for choosing hokaroadrunning.co.uk. We appreciate your interest in our road-running footwear and related collections and welcome enquiries that help us provide a clearer and more helpful shopping experience.