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At hokarunningshoes.uk, we aim to make ordering footwear and related products online convenient, with clear information about order preparation, shipping arrangements, delivery expectations, and parcel tracking. Whether you are purchasing running shoes, road-running trainers, walking footwear, sportswear, or accessories, this policy explains how we handle deliveries and what you can do if an order does not arrive as expected.

We offer free standard delivery on eligible orders within our supported UK delivery areas. Our delivery process is designed to help customers understand when an order is being prepared, when it leaves the fulfilment process, and how to follow its progress until arrival.

This policy applies to purchases made through hokarunningshoes.uk and should be read alongside our Terms of Sale, Order Status, Order Cancellation Policy, and Returns and Refunds Policy.

1. Delivery Coverage

hokarunningshoes.uk provides delivery to eligible addresses within the United Kingdom, subject to the delivery options available at checkout.

The delivery services available for a particular order may depend on the destination, the products purchased, and the fulfilment arrangements applicable to the transaction.

Before completing checkout, please ensure that your delivery address is within the supported delivery area and that the address details are complete and accurate.

Some destinations may require additional handling or may not be supported by every delivery service. If a delivery restriction applies to your address, the available options will be shown where possible during checkout.

We recommend checking the delivery information before submitting payment, particularly if you live in a remote area, a location with restricted carrier access, or an address that requires special delivery instructions.

2. Free Standard Delivery

We provide free standard delivery on eligible orders, helping customers purchase running shoes, walking trainers, and related products without an additional standard shipping charge.

Eligible standard delivery is available within our supported UK delivery areas, subject to the conditions displayed during checkout.

The free standard delivery offer applies to the qualifying shipping service. If an optional premium or expedited service is offered and selected, an additional charge may apply. Any applicable charge will be displayed before the order is confirmed.

Free standard delivery does not necessarily mean that an order will arrive the next working day. The time required for preparation and transport depends on the fulfilment process, delivery destination, and carrier operations.

Please review the delivery information provided with your order for the most relevant estimate.

3. Order Processing Before Dispatch

Before a parcel can be shipped, the order must pass through the necessary processing stages.

This may include confirming the order details, checking payment status, verifying product availability, preparing the selected items, and arranging suitable packaging.

Processing time is separate from delivery transit time. The estimated delivery period may therefore depend on both the time required to prepare the order and the time needed for the carrier to deliver it.

Orders placed during periods of high demand, public holidays, or operational disruption may take longer to prepare than usual.

If additional information is required to process your purchase, the order may remain on hold until the issue has been resolved.

We aim to handle orders within a reasonable period and provide relevant updates when available.

4. Estimated Delivery Times

Estimated delivery times may be displayed during checkout or communicated through order-related messages.

These estimates are intended to help customers plan for delivery, but they may vary according to the destination, product availability, processing requirements, and carrier service.

Unless a specific delivery commitment has been expressly confirmed, an estimated date should not be treated as a guaranteed arrival date.

Delivery may take longer when a parcel requires additional handling, when severe weather affects transport, or when a carrier experiences operational disruption.

If you need your order for a particular event or planned activity, we recommend allowing sufficient time for processing and delivery rather than relying on the earliest estimated date.

Where an order has not arrived within the communicated delivery window, please contact customer support so that we can review the available information.

5. Working Days and Public Holidays

Delivery estimates may be based on working days rather than calendar days.

Weekends and public holidays can affect order preparation, collection schedules, and parcel movement through the carrier network.

For example, an order submitted shortly before a bank holiday may not begin its normal processing or delivery journey until the relevant service resumes.

The exact effect depends on the fulfilment schedule and delivery service used for the order.

Please consider these factors when reviewing an estimated delivery date, particularly during holiday periods or other times when carrier services may operate on reduced schedules.

If your delivery appears delayed beyond the expected period, contact customer support with your order reference.

6. Dispatch Notifications

Once your order has entered the shipping process, a dispatch notification may be sent to the email address provided at checkout.

Depending on the shipping service, this notification may contain a tracking reference, carrier details, or instructions for checking the parcel’s progress.

Please check your inbox and spam or junk folder if you are expecting a dispatch message but cannot find it.

A shipping label may be created before the carrier records the first parcel scan. Consequently, tracking information may not become available immediately after the notification is issued.

If your order status indicates that dispatch has taken place but tracking remains unchanged for an extended period, contact customer support for assistance.

7. Tracking Your Delivery

Where tracking is available, customers can use the reference provided in the dispatch notification to check their parcel’s progress.

Carrier tracking information may include collection, transit, sorting, arrival at a local delivery facility, delivery attempts, and final delivery confirmation.

The frequency of updates depends on the carrier and the parcel’s movement through its network. Some stages may not produce an immediate tracking event.

A temporary gap in tracking does not necessarily mean that the parcel has been lost.

If the tracking page shows an unexpected status or remains unchanged beyond a reasonable period, please contact customer support and provide your order number and tracking reference.

We recommend retaining the tracking details until the parcel has been received and any delivery issue has been resolved.

8. Providing the Correct Delivery Address

Customers are responsible for entering accurate delivery information when placing an order.

Please check the following details before completing checkout:

• Full recipient name.
• House or building number and street.
• Flat, apartment, or unit number where applicable.
• Town or city.
• Postcode.
• Relevant access or delivery instructions, where supported.

An incomplete or incorrect address may result in delivery delays, failed 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.

Address changes cannot be guaranteed once an order has entered fulfilment or the parcel has been handed to the carrier. If the shipment has already been dispatched, the available options may depend on the carrier’s procedures.

Please wait for confirmation before assuming that an address correction has been completed.

9. Delivery to Flats, Apartments, and Shared Buildings

For deliveries to flats, apartment blocks, student accommodation, offices, or other shared buildings, please provide sufficient address information to help the carrier locate the intended recipient.

Where relevant, include the flat number, building name, floor, or other identifying details.

If the building has a reception desk, concierge, parcel room, or designated delivery point, please ensure that any delivery instructions are accurate and supported by the selected service.

The carrier may follow its own procedures when access is restricted or when the recipient is unavailable.

If the parcel cannot be delivered because essential address details are missing, contact customer support to discuss the available next steps.

10. Missed Deliveries

If you are unavailable when a delivery attempt is made, the carrier may offer a further delivery attempt, collection from a designated location, or another option supported by its service.

The options available depend on the carrier, the parcel, and the destination.

Please check any delivery card, email, text message, or tracking notification provided by the carrier for instructions.

If a parcel is awaiting collection, review the collection deadline and any identification requirements supplied by the carrier.

If you cannot access the available redelivery or collection options, contact customer support with your order number and tracking reference.

Please do not assume that a missed delivery attempt automatically results in an immediate refund or cancellation. The appropriate process depends on the circumstances and applicable consumer rights.

11. Parcels Marked as Delivered but Not Received

If the tracking system shows that your order has been delivered but you cannot locate the parcel, we recommend taking the following steps:

1. Check the delivery location and any safe-place instructions provided.
2. Ask household members or authorised reception staff whether they accepted the parcel.
3. Review any delivery photograph or location information supplied by the carrier.
4. Check the carrier’s tracking page for additional delivery details.
5. Contact customer support if the parcel remains missing.

When reporting the issue, provide your order number, tracking reference, and the date the delivery was marked as completed.

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

A carrier’s delivery status does not automatically resolve a genuine report of non-receipt. We will consider the circumstances in accordance with the delivery arrangements and applicable UK consumer law.

12. Delayed Shipments

Delivery delays can occur for several reasons, including adverse weather, transport disruption, seasonal demand, operational issues, or additional handling requirements.

If your parcel has not arrived within the estimated delivery period, first check the latest tracking information and any notifications received.

If the tracking information does not explain the delay, contact customer support with your order reference.

We will review the information available and advise you on the appropriate next steps.

Where the Consumer Rights Act 2015 or other applicable law imposes delivery obligations, those obligations continue to apply regardless of the delivery estimate or the cause of a delay.

If a delivery deadline was expressly agreed as essential, or the circumstances otherwise give you a legal right to cancel because of non-delivery, the applicable statutory rules will determine your options.

13. Lost Parcels

If a parcel appears to have been lost during transit, please contact customer support so that the situation can be reviewed.

We may need the order number, tracking reference, and the latest available carrier information to investigate the issue.

Where appropriate, additional enquiries may be made with the delivery provider.

Please retain any relevant notifications and correspondence until the matter has been resolved.

The next steps will depend on the information available, the status of the shipment, and the applicable legal requirements.

We will explain the options available and address the issue in accordance with our obligations as the seller.

14. Damaged Parcels on Arrival

If your parcel arrives with visible damage, please inspect the outer packaging carefully and contact customer support if you have concerns about the condition of the contents.

Where practical, take photographs of the damaged packaging and affected products before disposing of any packaging materials.

Please include your order number and a description of the damage when reporting the issue.

If the footwear, clothing, or accessories inside the parcel are damaged, faulty, or materially different from what you ordered, the matter will be considered under our Returns and Refunds Policy and applicable consumer protection law.

You do not lose statutory rights simply because the outer packaging was accepted at delivery.

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

15. Orders Containing Multiple Products

Orders containing several products may occasionally be dispatched in separate parcels, depending on availability and fulfilment arrangements.

For example, footwear and accessories may be prepared separately or handled by different fulfilment processes.

If this happens, the parcels may have different tracking references or estimated delivery dates.

Please check your dispatch notifications and order details before reporting an item as missing.

If an expected product has not arrived and no separate tracking information is available, contact customer support with your order number and the name of the outstanding item.

We will review the shipment information and explain whether further investigation is required.

16. Product Availability and Dispatch Delays

Although we aim to keep product information accurate, an item may occasionally become unavailable or require additional processing after an order has been submitted.

If a stock or fulfilment issue affects your order, processing or dispatch may be delayed.

Where relevant, we will review the circumstances and provide information about the available options.

If we cannot fulfil an accepted order, we will handle the matter in accordance with the applicable purchase terms and legal requirements, including any refund that is due.

If you receive an update about an unavailable product and need clarification, please contact customer support with your order number.

17. Changing a Delivery Address After Ordering

If you need to correct a delivery address after checkout, contact customer support promptly.

Whether a change can be made depends on the stage of order processing and the delivery provider’s capabilities.

Before dispatch, an amendment may be possible if the fulfilment process has not progressed too far.

After dispatch, the carrier may restrict address changes or require the recipient to use its own redirection service.

Please do not assume that a new address has been applied until you receive confirmation.

If the parcel can no longer be redirected, customer support will explain the available options based on the order’s circumstances.

18. Incorrect or Missing Products

If you receive a parcel that contains the wrong item or does not include everything listed in your order confirmation, contact customer support.

Please identify the affected product, the quantity received, and the item that should have been supplied.

Photographs of the parcel contents, product labels, and packaging may help us review the issue.

We will compare the information with the order details and determine the appropriate next steps.

Where a fulfilment error has occurred, we will address it in accordance with our store policies and applicable legal obligations.

Please retain the received items and packaging where practical until you receive further guidance.

19. Delivery Restrictions and Unsuccessful Fulfilment

Some addresses may have access restrictions, limited carrier availability, or other conditions that affect delivery.

If a carrier cannot access the delivery location or complete the delivery under its service rules, it may record an unsuccessful attempt and provide further instructions.

Please review the notification carefully and follow any applicable redelivery or collection process.

If the parcel is returned to the sender, contact customer support so that we can review the circumstances and explain the available options.

Any decision about reshipping, cancellation, or refund will depend on the reason for the unsuccessful delivery, the purchase terms, and applicable law.

We will not treat a delivery problem as automatically resolving a customer’s statutory rights.

20. Delivery Costs and Optional Services

Eligible orders qualify for free standard delivery within our supported UK delivery areas.

If additional delivery services are available at checkout, their terms and any applicable charges will be displayed before the purchase is completed.

Optional services may include a different delivery speed or another carrier-supported arrangement, depending on availability.

The availability of a particular service may vary by postcode, order contents, and fulfilment requirements.

Please review the selected delivery option carefully before submitting your order.

If a delivery charge appears unexpectedly or differs from the amount shown before confirmation, contact customer support with your order details so that the issue can be reviewed.

21. Orders Requiring Additional Information

An order may occasionally require clarification before it can proceed to dispatch.

This may happen if the delivery address is incomplete, the payment remains unresolved, or additional information is needed to process the purchase.

If we contact you to request clarification, please review the message and respond through an appropriate communication channel.

The order may remain on hold until the necessary information is received and verified.

If you believe the delay is unnecessary or have already supplied the requested information, contact customer support and provide your order number.

We will review the available information and explain what may be needed to move the order forward.

22. Delivery and Order Cancellation

If you wish to cancel an order because it has not yet been dispatched, please contact customer support as soon as possible.

Whether the order can be stopped through the fulfilment system depends on its status.

If the parcel has already been dispatched, the applicable statutory cancellation procedure or our Returns and Refunds Policy may be more appropriate.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have a statutory right to cancel many online purchases of goods within the applicable period, subject to exceptions and conditions.

Our voluntary return arrangements do not replace statutory rights.

For further details, please review our Order Cancellation Policy.

23. Delivery Records and Personal Information

Information provided for delivery may include the recipient’s name, delivery address, contact details, order reference, and tracking information.

This information may be used to prepare shipments, coordinate delivery, communicate relevant updates, investigate delivery problems, and manage customer enquiries.

Where necessary, relevant information may be shared with delivery providers, fulfilment services, and other service providers involved in completing the order.

We aim to handle personal information in accordance with our Privacy Policy and applicable UK data protection legislation.

Delivery-related records may be retained for appropriate periods to meet legal obligations, maintain transaction records, or resolve disputes.

For more information about the use of personal information and your rights, please consult our Privacy Policy.

24. Delivery Enquiries and Customer Support

If you need help with a delayed parcel, tracking issue, incorrect address, missed delivery, or other shipping concern, please use the customer support contact options published on hokarunningshoes.uk.

To help us investigate your enquiry, please provide:

• Your order number.
• The delivery postcode.
• The tracking reference, where available.
• The latest delivery status.
• A clear description of the problem.

Please avoid sending unnecessary sensitive information through ordinary support messages.

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

If the matter involves a carrier investigation, additional time may be required to obtain relevant information. We will consider the circumstances and keep the response focused on resolving the delivery issue.

25. Changes to Our Shipping Arrangements

Our shipping arrangements may change as delivery services, fulfilment systems, and operational requirements develop.

Any current delivery options and applicable charges will be displayed on hokarunningshoes.uk at the relevant stage of the purchase process.

If a delivery service becomes unavailable, we may need to use another suitable arrangement or contact affected customers where appropriate.

Changes to our general shipping arrangements do not automatically amend the terms of an order that has already been accepted.

Any existing delivery commitments and statutory obligations will continue to be handled in accordance with the applicable terms and law.

26. Our Commitment to Reliable Delivery

At hokarunningshoes.uk, we aim to provide a clear delivery process and practical support when a parcel does not progress as expected.

Our approach focuses on:

• Free Standard Delivery: Available on eligible orders within supported UK delivery areas.
• Clear Order Updates: Relevant dispatch and tracking information where available.
• Accurate Address Handling: Encouraging customers to review delivery details before checkout.
• Parcel Investigation: Reviewing reports of missing, delayed, or damaged shipments.
• Customer Communication: Providing guidance when a delivery requires further attention.
• Responsible Data Handling: Protecting delivery information in accordance with applicable requirements.
• Consumer Protection: Respecting the delivery obligations and remedies established by UK law.

We recognise that customers rely on timely delivery when ordering running shoes and other everyday products. Our aim is to provide clear information, respond appropriately to delivery concerns, and help customers understand the next steps throughout the shipping process.

Thank you for choosing hokarunningshoes.uk. We appreciate your order and aim to make every stage of delivery as clear and straightforward as possible.