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At hokasale.uk, we value clear communication and aim to make it easy for customers to get assistance when they need it. Whether you have a question about our HOKA footwear collections, need clarification about a product, want to discuss an existing order, or require help with a website-related issue, our customer support channels are available to help you identify the appropriate next step.

This Contact Us page explains how to reach us, what information to include in your enquiry, how different types of requests are handled, and what customers can expect when communicating with us. It is intended for customers and visitors in the United Kingdom who use hokasale.uk to explore running shoes, trainers, sportswear, clothing, and related accessories.

1. How to Contact hokasale.uk

If you need assistance, please use the customer support contact methods published on hokasale.uk.

The contact options displayed on our website are the appropriate starting point for enquiries about products, orders, payments, delivery, returns, and general website information.

When contacting us, please explain your question clearly so that we can understand the issue and identify the relevant information.

If your enquiry concerns a purchase already made, include your order reference where appropriate. For a product enquiry, identify the relevant product by its name, page, size, colour, or other available details.

We recommend using the same email address associated with your purchase when asking about an order, where practical. This may help us locate the relevant transaction and verify the request.

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

2. Product Information Enquiries

Customers may contact us before purchasing if they need further information about a product listed on hokasale.uk.

Our website features HOKA running shoes, trainers, walking footwear, sportswear, clothing, and selected accessories. Product enquiries may relate to the available sizes, colours, descriptions, materials, specifications, or other details shown on an individual listing.

To help us understand your question, please provide the product name or the relevant page reference and describe the information you would like clarified.

If your question concerns footwear sizing or fit, please explain the specific point you would like us to review. Individual preferences and fit requirements can vary, so we aim to clarify the product information available rather than make assumptions about personal suitability.

Product availability and listed variations may change. If you are enquiring about a particular size or colour, please identify it clearly so that we can review the relevant listing information.

3. Questions About Existing Orders

If you have already placed an order, you can contact us for assistance with order-related questions.

These enquiries may include confirmation details, product selections, order information, payment status, or clarification about the next stage of fulfilment.

Please provide your order number and the email address associated with the purchase where appropriate.

If you are contacting us because information in your order confirmation appears incorrect, explain which detail needs attention. If you need to amend an order, please contact us as soon as possible because changes may become difficult once processing or dispatch has begun.

Submitting a request does not automatically mean that an order has been changed or cancelled. Please wait for confirmation before assuming that a requested amendment has been completed.

We will review the information available and explain the appropriate options based on the order status and applicable terms.

4. Delivery and Tracking Assistance

If you need help understanding the progress of a parcel, please refer to the tracking information provided with your dispatch notification, where available.

If the tracking information is unclear, has not updated as expected, or appears inconsistent with your order, contact us with your order number and tracking reference.

Delivery enquiries may concern an estimated arrival date, a missed delivery attempt, an address issue, a delayed shipment, or a parcel marked as delivered that you have not received.

Please describe the latest information shown by the delivery provider and explain what assistance you need.

Where necessary, we may need to review available shipment records or obtain further information from the delivery provider before clarifying the situation.

For additional details about delivery arrangements, estimated times, and delivery-related responsibilities, please consult our Shipping and Delivery Policy.

5. Returns and Refund Enquiries

If you wish to return a product, ask about return eligibility, or follow up on a refund, please contact us through the support options published on hokasale.uk.

When submitting a return enquiry, include your order number, the product concerned, the date you received it, and a brief explanation of the reason for the request.

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

The procedure may differ depending on whether the request concerns a change of mind, an incorrect item, damage, or a potential product fault.

Please contact us before sending an item back so that you can receive the relevant instructions. If you are exercising a statutory cancellation right, clearly state your intention to cancel and retain a copy of your communication.

Refund processing may involve the original payment provider or financial institution. If you have received confirmation of a refund but the funds have not appeared, include the relevant refund reference where available.

6. Faulty, Damaged, or Incorrect Products

We encourage customers to contact us if a product arrives damaged, appears faulty, or differs materially from the item ordered.

Please explain the issue and identify the affected product. Where helpful, you may include clear photographs showing the relevant damage, product details, or packaging.

Retain the product and its packaging until you receive further guidance, where practical.

We will review the information and explain the appropriate next steps based on the circumstances and applicable consumer protection requirements.

Under UK law, consumers may have rights to reject faulty goods, obtain a repair or replacement, or receive another remedy depending on the circumstances.

Our voluntary returns conditions do not replace statutory rights relating to goods that fail to meet the requirements of the Consumer Rights Act 2015.

7. Payment and Billing Questions

If you have a question about a payment, a declined transaction, an unexpected amount, or a refund, please contact us with the relevant order details.

Payment enquiries may involve a completed charge, a pending authorisation, a failed transaction, or a possible duplicate payment.

Please explain what you can see in your order information and, where relevant, provide the transaction date and a reference that can safely be shared.

A pending transaction does not always mean that a payment has been collected successfully. The time required for an authorisation to be released or a refund to appear may depend on the relevant bank, card issuer, or payment provider.

If you suspect that a payment is unauthorised, contact your bank or card issuer promptly in addition to notifying us.

For your security, never send your full card number, card security code, banking password, or one-time authentication code through customer support messages.

8. Order Cancellation Requests

If you no longer wish to proceed with an order, please contact us as soon as possible.

Where an order has not progressed too far through fulfilment, it may still be possible to stop processing before dispatch. Once the parcel has entered the delivery network, different procedures may apply.

When submitting a cancellation request, provide your order number and clearly state that you wish to cancel the purchase.

We will review the order status and explain the available options.

For eligible online purchases, statutory cancellation rights may also apply after delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please refer to our Order Cancellation Policy for further information about cancellation procedures, deadlines, and applicable consumer rights.

9. Website Access and Technical Problems

If you encounter a problem while browsing hokasale.uk, we welcome information that helps us understand the issue.

Technical enquiries may relate to a page that does not load correctly, an error during checkout, an unavailable website feature, or a problem displaying product information.

When reporting a technical issue, please describe what you were trying to do, what happened, and whether an error message appeared.

If the problem concerns a particular product page, include the page reference where possible.

You may also mention the browser or device you were using if this information is relevant to reproducing the issue.

Please do not send passwords, authentication codes, or other confidential information as part of a technical report.

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

10. Privacy and Data Protection Enquiries

If you have a question about how your personal information is collected, used, or protected, please contact us through the published support channels and identify your enquiry as a privacy matter.

Privacy-related requests may include asking for access to personal information, correcting inaccurate details, requesting deletion where legally applicable, or withdrawing consent for an optional service.

We may need to verify your identity before providing personal information or making certain changes. This helps prevent unauthorised access to customer records.

Requests will be handled in accordance with the UK GDPR, the Data Protection Act 2018, and other applicable requirements.

The usual response period for a data protection rights request under the UK GDPR is one month, although a lawful extension may apply in certain circumstances.

For more information, please read our Privacy Policy and Cookie Policy.

11. Feedback About Your Shopping Experience

We welcome constructive feedback about the information, features, and services available on hokasale.uk.

Customers may wish to comment on product descriptions, website navigation, checkout clarity, delivery communications, or the assistance received during an enquiry.

When sharing feedback, please explain the relevant experience and identify any specific aspect that you believe could be improved.

Feedback helps us understand where website information may be unclear or where customers encounter avoidable difficulties.

We aim to review feedback carefully and use relevant information to support improvements where reasonably practicable.

Submitting feedback does not automatically guarantee a particular change or outcome, but we appreciate customers taking the time to share their views.

12. Complaints and Requests for Review

If you are dissatisfied with an aspect of your experience, you may contact us to explain the concern and request a review.

Please provide the relevant order number where applicable, describe what happened, and explain the outcome you are seeking.

Where you have already contacted us about the same matter, including the previous reference or relevant communication may help us understand the history of the issue.

We aim to review complaints fairly, consider the information available, and explain the next steps.

If a matter concerns statutory consumer rights, the assessment will take account of the relevant UK legislation and the circumstances of the purchase.

Nothing in this Contact Us policy prevents you from seeking independent consumer advice or pursuing a legal remedy where appropriate.

13. Information to Include in Your Enquiry

Providing relevant details can help us identify your question and reduce unnecessary follow-up.

Depending on the type of enquiry, useful information may include:

• Your order number, if the matter concerns a purchase.
• The product name or product page reference.
• The email address associated with the order, where appropriate.
• The date of purchase or delivery.
• A tracking or refund reference, if available.
• A concise description of the problem.
• Supporting photographs or relevant documents, where helpful.

Please provide only information necessary to handle the enquiry.

Do not include full payment card details, security codes, passwords, or one-time authentication codes. If we need to verify information, we will explain the appropriate process.

14. Response Times and Follow-Up

We aim to review customer enquiries within a reasonable period.

Response times may vary according to the nature and complexity of the question, the information supplied, and whether additional checks are required.

An enquiry involving a straightforward product question may require less investigation than a missing parcel, disputed transaction, or privacy rights request.

If we need further information to understand your request, we may ask you to clarify the relevant details.

If you have not received a response, check your spam or junk folder and confirm that your message was sent through the correct contact channel.

When following up, please refer to your original message or enquiry reference where available. This can help avoid unnecessary duplication and make it easier to understand the status of your request.

Any statutory response deadline that applies to a particular request will take precedence over general response estimates.

15. Communication and Customer Conduct

We aim to communicate with customers respectfully and clearly, and we ask that enquiries are submitted in a manner that allows the issue to be understood and reviewed.

Please provide accurate information and avoid sending repeated messages containing no additional details where an existing enquiry is already being reviewed.

Threatening, abusive, fraudulent, or unlawful communications may be handled through appropriate procedures.

We will continue to consider legitimate customer concerns in accordance with applicable legal obligations, including where a customer is dissatisfied with a previous response.

Our aim is to maintain a useful communication channel for genuine product, order, payment, delivery, privacy, and website enquiries.

16. Contact Details and Website Information

The current customer support contact options are published on hokasale.uk.

Please refer to the website for the available communication methods and any instructions relevant to a particular type of enquiry.

We do not publish unverified telephone numbers, postal addresses, or email addresses in this policy. Using the contact information displayed on the website helps reduce the risk of messages being sent to an incorrect destination.

If you are contacting us about a transaction, please ensure that the website and order information correspond with the purchase you are asking about.

For sensitive matters, use the appropriate contact method identified on the website and avoid including unnecessary confidential information.

17. Updates to This Contact Us Policy

We may update this page when our support procedures, website features, or communication arrangements change.

The latest version will be published on hokasale.uk.

We encourage customers to consult the current page before submitting an enquiry, particularly if they need guidance about a specific contact method or support procedure.

Any update will remain subject to applicable consumer protection, privacy, and other legal requirements.

18. Our Commitment to Customer Communication

At hokasale.uk, we believe that accessible communication is an important part of a reliable online shopping experience.

We aim to help customers obtain relevant product information, understand their order status, resolve delivery or payment questions, and identify the correct process for returns and cancellations.

We also recognise the importance of handling personal information carefully and treating complaints and other concerns responsibly.

By providing clear details and using the relevant contact options, customers can help us understand their needs and review enquiries more efficiently.

Thank you for visiting hokasale.uk. We appreciate your interest in our products and aim to provide practical, respectful, and transparent customer support for shoppers throughout the United Kingdom.