Stato dell’ordine
At hokasale.uk, we understand that customers want clear information about what happens after they place an order. From the initial submission to payment confirmation, order preparation, dispatch, and delivery, each stage provides useful information about the progress of a purchase.
This Order Status Policy explains how customers can check their order progress, understand common status messages, identify possible delays, and contact us when an update appears unclear. It applies to orders placed through hokasale.uk for HOKA running shoes, trainers, walking footwear, sportswear, clothing, and related accessories.
Our aim is to provide practical guidance throughout the fulfilment process while recognising that some updates depend on payment providers, warehouse operations, and independent delivery services.
1. How to Check Your Order Status
Customers can use the order confirmation and any subsequent communications received from hokasale.uk to follow the progress of a purchase.
Depending on the website features available, order information may be provided through confirmation emails, dispatch notifications, tracking details, or an order-status facility displayed on the website.
To help identify your purchase, keep your order number and the email address used during checkout.
If you cannot find an order update, check your inbox, spam folder, and junk folder before contacting customer support.
If the website provides an order lookup feature, enter the requested information accurately and follow the instructions shown. The available information may depend on the current stage of the order.
An order-status update is intended to describe the progress recorded in our systems or by the relevant service provider. It should not be interpreted as a guarantee of delivery at a particular time unless a specific commitment has been expressly agreed.
2. Order Received
The status Order Received generally means that the website has received the details submitted during checkout.
At this stage, the order information may include the selected products, sizes, colours, quantities, delivery details, and payment method.
An acknowledgement confirms receipt of the submitted information, but it does not necessarily mean that every subsequent check has been completed or that the order has been accepted as a binding contract.
Customers should review the confirmation carefully to ensure that the products and delivery information match their intentions.
If an important detail is incorrect, contact customer support as soon as possible. The possibility of making a change depends on the order status and the applicable contractual arrangements.
Please retain the confirmation for reference in case you need assistance later.
3. Payment Pending
An order may display a Payment Pending status when the payment process has not yet reached a completed state.
This may occur when a payment provider is awaiting authorisation, additional verification is required, or transaction information has not yet been returned to the ordering system.
A pending payment does not necessarily mean that the transaction has failed. It also does not automatically confirm that the payment has been collected.
If your order remains pending, review any instructions displayed during checkout and check whether your payment provider has requested further verification.
Avoid submitting another payment immediately if the original transaction may still be processing.
If the status does not change within a reasonable period, contact customer support with your order number. We will review the information available and explain the appropriate next steps.
4. Payment Confirmed
The status Payment Confirmed generally indicates that the ordering system has received information showing that the payment has been successfully authorised or completed, according to the payment method used.
The exact transaction process may differ between card payments, digital wallets, and other supported electronic payment services.
Payment confirmation does not necessarily mean that the parcel has been packed or dispatched. The order may still need to pass through availability checks and fulfilment procedures.
If your bank account displays a transaction that appears inconsistent with the order status, contact us with the relevant order details. You may also need to consult your bank or payment provider for information about authorisations and transaction processing.
For payment security, never send full card details, card security codes, banking passwords, or one-time authentication codes through ordinary customer support messages.
5. Order Processing
When an order reaches Processing, it is generally undergoing the steps needed to prepare it for fulfilment.
These steps may include confirming product availability, reviewing order information, allocating the selected items, and preparing the shipment.
The time required may vary depending on the products ordered, stock availability, payment verification, and operational circumstances.
A processing status does not necessarily indicate that the parcel has already been packed or handed to a delivery provider.
Customers are encouraged to allow reasonable time for the order to progress through the relevant stages.
If processing appears to be taking longer than expected, contact customer support and provide your order number. We will review the available information and clarify the current position where possible.
6. Order On Hold or Awaiting Verification
In some circumstances, an order may be placed on hold while additional information or verification is required.
Possible reasons include an incomplete payment process, an address detail that needs clarification, a product availability question, or a transaction review conducted by a payment provider.
An order being on hold does not automatically mean that it has been cancelled.
If action is required from you, we may provide instructions through an appropriate communication channel.
Please follow any legitimate verification instructions carefully. We will not require you to disclose your banking password or one-time authentication code through an ordinary support message.
If you receive an unexpected message claiming to relate to your order, verify its legitimacy before sharing personal information.
If you are unsure why an order is on hold, contact customer support using the contact options published on hokasale.uk.
7. Preparing Your Order for Dispatch
Before dispatch, an order may pass through product selection, packing, labelling, and shipment preparation.
The status may indicate that the items are being prepared for collection by a delivery provider.
At this stage, the order may not yet have entered the carrier’s tracking network. Consequently, a tracking reference may not immediately display movement or delivery estimates.
We aim to prepare orders within a reasonable period, but the time required may vary according to product availability and fulfilment arrangements.
If you need to request a change while the order is being prepared, contact us promptly. Changes cannot be guaranteed once the relevant fulfilment steps have begun.
For information about cancellation requests, please refer to our Order Cancellation Policy.
8. Order Dispatched
The status Dispatched generally means that the order has progressed to the shipping stage and has been handed over to a delivery provider or recorded as dispatched within the fulfilment process.
A dispatch notification may include a tracking reference or a link to the carrier’s tracking page where tracking is available.
The first tracking event may appear later than the dispatch notification because the carrier may need time to scan or register the parcel.
Customers should retain the dispatch message and use the tracking information provided to follow subsequent updates.
Once an order has been dispatched, changes to the delivery address or cancellation arrangements may be limited by the carrier’s procedures and the applicable legal rights.
If you have a concern about a dispatched order, contact customer support with your order number and tracking reference.
9. Tracking Information and Carrier Updates
Tracking information may show several events as a parcel moves through the delivery network.
Depending on the provider, these may include collection, arrival at a sorting facility, transfer between depots, arrival at a local delivery centre, or preparation for final delivery.
The wording and frequency of tracking updates depend on the delivery service used.
A temporary lack of new information does not necessarily mean that the parcel is lost or stationary. Some carriers update their systems only when a new scan or processing event occurs.
If tracking has not changed for longer than expected, compare the latest update with the delivery estimate and contact customer support if further clarification is needed.
We will review the information available and explain whether any additional action appears appropriate.
10. Out for Delivery
The status Out for Delivery generally means that the carrier has indicated that the parcel is scheduled for delivery during its current delivery round.
The final delivery time may depend on the route, local operating conditions, recipient availability, and other circumstances affecting the carrier.
An estimated delivery window should not be treated as an exact arrival time unless the delivery service expressly provides such a commitment.
Please check any delivery notifications or instructions supplied by the carrier.
If the parcel does not arrive on the expected day, review the latest tracking information before contacting customer support.
The carrier may provide a new estimate or record an attempted delivery. If the status remains unclear, we can help review the available order and shipment information.
11. Delivered
The status Delivered generally indicates that the delivery provider has recorded the parcel as delivered.
Depending on the service, the parcel may have been handed to the recipient, accepted by a nominated person, or delivered according to an authorised delivery arrangement.
If you have received the parcel, we recommend checking the products and quantities against your order confirmation.
If tracking says delivered but the parcel is missing, please check any available delivery details, designated safe places, and authorised reception areas where relevant.
You may also wish to ask household members or other authorised recipients whether they accepted the parcel.
If the parcel remains missing, contact customer support with your order number and tracking reference so that the circumstances can be reviewed.
A delivery status alone does not automatically resolve every question about delivery responsibility. The relevant facts and applicable UK consumer law will be taken into account.
12. Delivery Attempted
A status such as Delivery Attempted generally means that the carrier recorded an attempt to deliver the parcel but could not complete the delivery.
Possible reasons include the recipient being unavailable, restricted access to the address, or a delivery detail requiring clarification.
Depending on the carrier, another delivery attempt may be arranged, or the parcel may be held at an authorised collection location.
Please review the tracking page and any notification provided by the delivery service for instructions.
If you cannot determine what to do next, contact customer support with your order number and tracking reference.
If a parcel is eventually returned to us following unsuccessful delivery, we will review the circumstances and explain the available options under the applicable purchase terms and legal requirements.
13. Delayed Orders
An order may take longer than expected because of product availability, payment verification, fulfilment delays, carrier backlogs, severe weather, transport disruption, or other operational circumstances.
If the estimated delivery date has passed, check the latest order and tracking updates before contacting us.
When requesting assistance, include your order number and explain which stage appears to be delayed.
We will review the available information and, where necessary, seek clarification about the shipment.
A delay does not automatically cancel an order or remove the obligations that apply to the purchase. Where no different delivery period has been agreed, UK consumer law generally requires goods to be delivered without undue delay and within 30 days, subject to statutory exceptions and conditions.
If the relevant deadline has been missed, consumers may have additional rights depending on the circumstances.
Please refer to our Shipping and Delivery Policy for more information.
14. Partially Dispatched Orders
Some orders may be fulfilled in more than one parcel.
This may occur where products are prepared separately or where fulfilment arrangements require multiple shipments.
If an order is split, different items may have separate tracking references and may arrive at different times.
Please review all dispatch notifications associated with your purchase before reporting an item as missing.
If only part of your order has arrived, identify the outstanding product or parcel when contacting customer support.
We will review the available order and shipment records and explain the status of the remaining items.
Any outstanding delivery obligations will be handled in accordance with the purchase terms and applicable UK consumer protection requirements.
15. Cancelled Orders
The status Cancelled generally means that the order, or the relevant part of it, has been recorded as cancelled.
The circumstances may include an accepted customer cancellation request, an order that could not be fulfilled, or another situation in which cancellation is permitted.
If payment was completed and a refund is due, the refund process will be handled in accordance with the applicable contractual terms and legal requirements.
A cancelled order does not always mean that funds will appear immediately in your bank account. Refunds and the release of pending authorisations may be processed differently by payment providers.
If you believe an order was cancelled incorrectly, or if you need clarification about the refund, contact customer support with your order number.
For further information about cancellation procedures, please consult our Order Cancellation Policy.
16. Refund in Progress
The status Refund in Progress may indicate that a refund request has been approved or submitted for processing, but the funds have not yet appeared in the original payment account.
The exact meaning of the status depends on the transaction system and payment provider.
Once a refund is initiated, the time required for the amount to appear may depend on the bank, card issuer, digital wallet, or other payment service involved.
If a refund has been confirmed but remains outstanding beyond the expected period, contact customer support with your order number and any refund reference provided.
For eligible statutory cancellations, UK law generally requires reimbursement without undue delay and within the applicable statutory deadline. For goods, reimbursement may in applicable circumstances be withheld until the goods have been received back or evidence of return has been supplied, whichever occurs first.
The relevant legal rules take precedence over general processing estimates.
17. Incorrect or Incomplete Order Status
Occasionally, a status displayed online may appear inconsistent with the latest information received by email or from a delivery provider.
This may happen when different systems update at different times or when a new event has not yet been reflected across all available interfaces.
If you notice a discrepancy, please provide the order number and describe the conflicting information.
Where possible, include the date of the latest update and the tracking reference.
We will review the information available and explain the current position where reasonably practicable.
Customers should avoid submitting a duplicate order solely because an existing order status appears unclear. Contact us first if you are uncertain whether the original purchase was completed.
18. Updating Your Delivery Information
If you need to correct a delivery address or other order detail, contact customer support as soon as possible.
Whether a change can be made depends on the order status and the delivery provider’s available options.
Before dispatch, certain corrections may be possible. After dispatch, an address change or redirection may be restricted or unavailable.
Please provide your order number and clearly identify the detail that needs correcting.
Do not assume that a requested change has been completed until you receive confirmation.
If the delivery information cannot be amended, we will explain the available options based on the circumstances and applicable legal requirements.
19. Protecting Your Order Information
Order-status information may contain personal or transaction-related details. We therefore aim to handle requests in a way that protects customer privacy.
When contacting us about an order, use the contact options published on hokasale.uk and provide only the information needed to identify the transaction.
We may need to verify relevant details before disclosing order information or making changes.
Please do not share passwords, full payment card numbers, security codes, or one-time authentication codes through ordinary messages.
If you receive an unexpected message claiming to provide an order update, check that it relates to your actual purchase before following links or sharing information.
Our handling of order-related personal information is explained further in our Privacy Policy.
20. Orders Placed Using Incorrect Information
If you notice that the order confirmation contains an incorrect product selection, delivery address, email address, or other detail, please contact customer support promptly.
The earlier the issue is reported, the greater the possibility that it can be reviewed before the order progresses further.
We cannot guarantee that every amendment will be possible, particularly after packing or dispatch.
If the incorrect information prevents delivery or causes another problem, we will review the circumstances and explain the available options.
Any cancellation, correction, refund, or other remedy will be handled in accordance with the applicable purchase terms and UK law.
21. When to Contact Customer Support
You should consider contacting us if:
- You have not received an order acknowledgement after placing a purchase.
- Your payment appears complete but the order status remains unclear.
- The order has remained in processing longer than expected.
- Tracking information has not updated for an unusually long period.
- The parcel is marked as delivered but cannot be located.
- Only part of an order has arrived.
- A cancellation or refund status appears incorrect.
- You need to correct an order detail.
- You suspect that an order notification may be fraudulent.
When contacting us, include your order number, the latest status displayed, and a short explanation of the issue.
We aim to review order-status enquiries carefully and provide relevant information about the next steps.
22. Contact Us About Your Order
For assistance with an order placed through hokasale.uk, please use the customer support contact options published on our website.
Please provide your order number and the email address associated with the purchase where appropriate.
If your enquiry concerns delivery, include the tracking reference. If it concerns a refund, provide any refund reference available to you.
Please avoid sending unnecessary personal information or confidential payment credentials.
We will review the details available and explain the appropriate process based on the status of your order and the circumstances of your enquiry.
23. Updates to This Order Status Policy
We may update this Order Status Policy when our website features, fulfilment procedures, tracking arrangements, or legal obligations change.
The latest version will be published on hokasale.uk.
We encourage customers to consult the current policy when they need clarification about order progress or the meaning of a status message.
A policy update will not automatically alter an existing purchase contract or remove any statutory right that has already arisen.
24. Our Commitment to Clear Order Updates
At hokasale.uk, we recognise that clear order information helps customers plan for delivery and understand what to expect after checkout.
We aim to make order-status information useful, explain common processing stages, and provide assistance when updates appear delayed or inconsistent.
We also recognise that payment systems, fulfilment arrangements, and delivery providers may update information at different times. Where a question requires further investigation, we aim to review the available details and explain the appropriate next steps.
Thank you for shopping with hokasale.uk. We appreciate your order and aim to make the process from confirmation to delivery as transparent and understandable as reasonably possible.