배송 안내

At hokasale.uk, we aim to make receiving your order as straightforward as possible. Whether you are purchasing running shoes, everyday trainers, sportswear, clothing, or accessories, we want you to understand how orders are prepared, how delivery is arranged, what to expect from tracking updates, and what steps to take if a parcel does not arrive as expected.

This Shipping and Delivery Policy explains our delivery arrangements for customers in the United Kingdom, including order preparation, shipping options, delivery estimates, address requirements, parcel tracking, failed deliveries, and delivery-related enquiries.

We aim to provide clear information throughout the fulfilment process and handle delivery issues fairly. This policy should be read alongside our Terms of Sale, Order Status Policy, Order Cancellation Policy, Returns and Refunds Policy, and Privacy Policy.

1. Delivery Coverage

hokasale.uk is intended to serve customers in the United Kingdom. The delivery destinations available for a particular order will be displayed or confirmed through the ordering process.

Delivery availability may depend on the destination postcode, the products ordered, and the services supported by the relevant delivery provider.

Some addresses may require additional arrangements or may not be supported by every available service. If a delivery destination cannot be accepted, we will communicate the issue where reasonably practicable and explain any available alternatives.

Please enter your complete delivery address during checkout and check that the postcode is correct before submitting your order.

If you are uncertain whether delivery is available to your area, contact customer support through the options published on hokasale.uk before placing your order.

2. Free Standard Delivery

We aim to provide a convenient delivery service for eligible UK orders.

Free standard delivery is available on eligible purchases within our supported delivery areas, subject to the options and conditions displayed during checkout.

Where free delivery applies, the relevant shipping charge should be reflected in your order summary before payment is completed.

Delivery arrangements may vary depending on the destination, product availability, fulfilment requirements, and the carrier service used.

If a paid delivery option is offered alongside standard delivery, its additional charge and any stated service details will be shown before you confirm the purchase.

Please review the final checkout summary carefully to ensure that the selected delivery option matches your requirements.

3. Order Preparation Before Dispatch

After an order has been submitted, it may pass through several stages before the parcel is handed to a delivery provider.

These stages may include payment verification, stock confirmation, product selection, order checks, packing, and preparation of shipping documentation.

The time required depends on the availability of the selected products and the arrangements used to fulfil the order.

An order confirmation does not necessarily mean that the parcel has already been dispatched.

We aim to process orders within a reasonable period, but preparation times may vary during busy trading periods or when additional verification is required.

If your order remains in preparation longer than expected, please contact customer support with your order number so that the current status can be reviewed.

4. Estimated Delivery Times

Delivery estimates may be provided during checkout, in an order confirmation, or in a dispatch notification.

The estimated timeframe depends on the delivery destination, the selected service, the time needed to prepare the order, and the carrier’s operating arrangements.

An estimate is intended to help you plan for delivery. Unless a particular date has been expressly agreed as a binding commitment, it should not be treated as a guarantee of arrival on that exact date.

Unexpected circumstances, including severe weather, transport disruption, operational delays, or local delivery restrictions, may affect the expected arrival time.

Where no different period has been agreed, goods must generally be delivered without undue delay and within 30 days under applicable UK consumer law. Different rules may apply where delivery by a particular date was essential or other statutory conditions are met.

If your order has not arrived within the applicable period, please contact us so that we can review the situation.

5. Dispatch Confirmation

Once your parcel has been dispatched, we may send a notification to the email address supplied during checkout.

Depending on the service used, the notification may contain your order reference, dispatch information, and a tracking number or link.

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

A dispatch notification indicates that the order has progressed to the shipping stage. It does not necessarily mean that the parcel has already received its first scan in the carrier’s tracking system.

If you have not received dispatch information within the expected processing period, contact customer support and include your order number.

6. Tracking Your Parcel

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

Depending on the delivery provider, tracking updates may show collection, sorting, transfer between facilities, arrival at a local depot, or preparation for final delivery.

Tracking information may not appear immediately after dispatch because the carrier may need time to register the shipment or complete an initial scan.

A period without a new tracking event does not necessarily mean that the parcel has stopped moving.

If tracking remains unchanged beyond the expected period or displays information that appears inconsistent with your order, please contact customer support.

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

7. Accurate Delivery Details

Customers are responsible for checking that the delivery details supplied at checkout are complete and accurate.

Please review the following information before confirming your purchase:

• Full recipient name.
• House or building number and street name.
• Flat, apartment, or other address details where applicable.
• Town or city.
• Correct UK postcode.
• Contact information requested by the delivery service.

Missing or incorrect information may cause delays, failed delivery attempts, or the return of a parcel to the sender.

If you notice an error after placing an order, contact customer support as soon as possible.

We cannot guarantee that an address amendment will be possible after fulfilment has begun or a parcel has entered the carrier’s network. Any change remains subject to the status of the shipment and the options supported by the delivery provider.

8. Delivery Notifications and Recipient Availability

Depending on the service used, the delivery provider may send notifications about the expected delivery date, an estimated time window, or an attempted delivery.

Please review any available instructions and make suitable arrangements to receive the parcel where necessary.

If a signature or direct handover is required by the selected service, the recipient may need to be present at the delivery address.

Some services may offer delivery preferences, but these depend on the carrier and may not be available for every shipment.

Please use the delivery provider’s authorised tracking or notification service to review any available options.

A notification or estimated time window does not guarantee arrival at a specific time unless that commitment has been expressly agreed.

9. Missed Delivery Attempts

If the carrier cannot complete a delivery, it may record an attempted delivery and provide further instructions.

Depending on the service, the parcel may be scheduled for another attempt, held at an authorised collection location, or handled under another procedure communicated by the carrier.

Please review the tracking page and any delivery card or notification left for you.

If you need assistance understanding the available options, contact customer support with your order number and tracking reference.

If a parcel is returned to us following an unsuccessful delivery, we will review the circumstances and explain the options available under the applicable order terms and law.

Additional delivery arrangements or charges will not be assumed without considering the circumstances and applicable requirements.

10. Safe Places and Alternative Recipients

Some delivery providers may offer customers the option to nominate a safe place or another person to receive a parcel.

Whether this is possible depends on the delivery service and the arrangements available for the shipment.

If you choose an alternative delivery location or nominate another recipient through an authorised carrier service, please review the instructions carefully before confirming the change.

You should consider whether the location is secure and whether the nominated person is able to receive the parcel.

Under UK consumer law, 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 statutory exception may apply where the consumer independently commissions a carrier not offered by the trader, subject to the relevant legal conditions.

If tracking indicates that a parcel was delivered but you cannot locate it, contact us so that the circumstances can be reviewed.

11. Delivery to Flats, Apartments, and Shared Buildings

Deliveries to flats, apartment blocks, student accommodation, offices, and other shared buildings may require additional address information.

Where appropriate, include the flat number, building name, floor, reception details, or other information needed to identify the correct destination.

If the building has a reception desk or authorised parcel-handling facility, please check whether the delivery service can use it and whether any relevant instructions can be provided.

We cannot guarantee that a carrier will deliver to a particular floor, room, or reception point unless the selected service specifically supports that arrangement.

If a parcel cannot be delivered because essential address information was missing, contact customer support for assistance with the next steps.

12. Orders Containing Multiple Products

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

If your order is split into multiple shipments, the parcels may have separate tracking references and may arrive on different days.

Please review all dispatch notifications associated with your purchase before reporting an item as missing.

If one parcel arrives but another remains outstanding, contact customer support and identify the products that have not been received.

We will review the available order and shipment records to clarify the situation.

Any outstanding delivery obligations will be handled in accordance with the purchase terms and applicable UK consumer law.

13. Delayed Shipments

Although we aim to provide reliable delivery, delays may occasionally occur.

Possible causes include carrier backlogs, severe weather, transport interruptions, incorrect address details, additional security checks, or other operational circumstances.

If the tracking information indicates a delay, review the latest carrier update first. If the expected delivery period has passed or no meaningful progress is shown, contact customer support.

Please include your order number, tracking reference, and the latest status displayed.

We may need to obtain additional information from the delivery provider before confirming what has happened.

A carrier delay does not automatically remove the obligations that apply to the purchase. Where the agreed or legally applicable delivery deadline is missed, consumers may have statutory rights depending on the circumstances.

14. Parcels Marked as Delivered but Not Received

If the tracking page indicates that your parcel has been delivered but you have not received it, please take the following steps:

1. Check the delivery details and any available proof of delivery.
2. Look in any designated safe place or authorised parcel collection area.
3. Ask household members or authorised reception staff whether they accepted the parcel.
4. Review any notification provided by the carrier.
5. Contact customer support if the parcel remains missing.

Please provide your order number and tracking reference so that the delivery record can be identified.

We may need to review the carrier’s available information and investigate the circumstances further.

A tracking entry alone does not automatically settle every question about delivery responsibility. We will consider the relevant facts and applicable legal requirements.

15. Damaged Parcels and Missing Contents

If your parcel arrives with visible damage or the contents appear incomplete, please contact customer support as soon as reasonably practicable.

Where possible, retain the outer packaging, shipping label, and relevant product packaging until the issue has been reviewed.

Photographs showing the damage or the contents received may help us understand the problem.

Please identify which product or component is affected and include your order number.

We will review the information and explain the appropriate next steps, which may include further investigation, replacement arrangements, or another remedy where required.

Nothing in this procedure restricts statutory rights relating to goods that are damaged, faulty, or not as described.

16. Incorrect Delivery Address or Failed Delivery

If an order cannot be delivered because the address is incomplete or incorrect, the carrier may attempt to contact the recipient or follow its standard procedure for unsuccessful delivery.

If you identify an address error before dispatch, contact customer support promptly.

If the parcel has already been dispatched, any address correction or redirection will depend on the carrier’s available services and the current shipment status.

If the parcel is returned to us, we will review the circumstances and explain whether another delivery arrangement, cancellation, or another option is available.

Any costs or refund adjustments will be assessed according to the applicable contractual terms and law. We will not assume that a particular charge is payable without considering the circumstances.

17. Delivery Restrictions and Special Circumstances

Some locations may have specific delivery requirements, access restrictions, or limited carrier availability.

Examples may include remote destinations, buildings with restricted access, or addresses where a carrier cannot safely complete the delivery using its standard service.

Where a restriction becomes apparent before an order is accepted, we may need to clarify the available options with the customer.

If an issue arises after an order has been accepted, we will review the circumstances and communicate relevant information where reasonably practicable.

Any action affecting an accepted order will remain subject to the contractual arrangements and mandatory consumer protections.

18. Events Outside Our Reasonable Control

Circumstances beyond our reasonable control may occasionally affect order preparation or delivery. These may include severe weather, significant transport disruption, public emergencies, or interruptions to essential services.

Where such circumstances affect a shipment, we aim to review the available information and communicate relevant updates where appropriate.

The effect of an exceptional event depends on the circumstances and applicable law.

Such an event does not automatically cancel a purchase contract or remove a consumer’s statutory rights. If a delivery deadline is missed, the applicable legal rules will determine the options available to the customer.

19. Delivery Responsibilities and Consumer Rights

We aim to fulfil orders in accordance with the delivery arrangements communicated during checkout and the applicable legal requirements.

Under UK consumer law, goods must generally be delivered within the agreed period or, where no different period has been agreed, without undue delay and within 30 days, subject to statutory exceptions and conditions.

If delivery does not occur within the required period, consumers may in certain circumstances set an additional deadline and cancel if delivery does not take place within that period. Different rules may apply where delivery by a particular date was essential or where the trader has refused to deliver.

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, subject to the statutory exception for certain independently commissioned carriers.

Nothing in this policy excludes or restricts rights that cannot lawfully be excluded.

20. Delivery Enquiries and Customer Support

If you have a question about delivery arrangements, a delayed parcel, tracking information, or a shipment that appears to be missing, please use the customer support contact options published on hokasale.uk.

To help us review your enquiry, include:

• Your order number.
• Your delivery postcode.
• The tracking reference, if available.
• The latest tracking status.
• A short explanation of the problem.

Please do not include payment card security codes, passwords, or one-time authentication codes.

We aim to review delivery enquiries carefully and provide relevant information about the available next steps.

21. Changes to This Policy

We may update this Shipping and Delivery Policy when our fulfilment procedures, carrier arrangements, website services, or legal obligations change.

The current version will be published on hokasale.uk.

The arrangements applicable to an individual order will depend on the information provided during checkout, the terms of the purchase, and mandatory legal requirements.

A policy update will not automatically change an existing contract or remove a statutory right that has already arisen.

22. Our Commitment to Reliable Delivery

At hokasale.uk, we aim to provide customers with clear delivery information and a practical way to resolve shipping concerns.

We recognise that customers want to know when an order has been dispatched, how to follow a parcel, and what to do if delivery does not go as planned.

Our approach focuses on transparent checkout information, useful shipment updates where available, responsible handling of delivery enquiries, and respect for UK consumer protection legislation.

Whether you are ordering running shoes, trainers, sportswear, or accessories, we aim to make the journey from checkout to delivery as clear and dependable as reasonably possible.

Thank you for choosing hokasale.uk. We appreciate your order and aim to provide a straightforward delivery experience from the moment your purchase is submitted until your parcel reaches you.