At hokatrainers.co.uk, we aim to make delivery information clear before you place your order. This page explains how orders are prepared, how to track your parcel and what to do if you need help with a delivery.
Delivery Destinations and Charges
Available delivery destinations and shipping methods are shown at checkout. Enter your delivery address to see the options available for your order.
Any delivery charges will be displayed before you confirm your purchase. If a free delivery offer applies, its qualifying conditions will also be shown. Please review the total cost before placing your order.
Order Processing
Once your order has been received and payment confirmed, it enters preparation for dispatch. Processing may include checking the order details, selecting the items and packing them for transport.
If an item becomes unavailable or we need additional information to fulfil your order, we will contact you using the details provided at checkout.
Delivery Times
The estimated delivery timeframe is shown in the relevant offer or during checkout. Please distinguish between the time needed to prepare your order and the time taken by the delivery provider after dispatch.
Where timeframes are stated in working days, this generally means Monday to Friday, excluding relevant bank holidays. Any expressly agreed delivery date remains applicable.
If we become aware of a significant delay, we will let you know and explain the available next steps.
Dispatch Confirmation and Tracking
Once your order has been dispatched, a confirmation will be sent to the email address supplied at checkout.
Where tracking is available, the email will contain a tracking link or reference. Tracking information may take some time to appear while the delivery provider completes its first scan.
Please check your spam or junk folder if you cannot find your dispatch email.
Delivery Address
Check that your delivery details are complete and accurate before submitting your order. Include the recipient’s name, building number or name, street, town or city and postcode, together with any necessary flat or unit number.
If you notice an error, contact us as soon as possible with your order number. We will check whether the address can still be amended. Changes may no longer be possible once the parcel has been dispatched.
Separate Parcels
Some orders may need to be sent in more than one parcel. If this happens, items may arrive on different days and may have separate tracking references.
We will not add a delivery charge for splitting your order without your prior agreement.
Missed Delivery
If delivery cannot be completed, follow the instructions provided by the delivery provider. Depending on the service, you may be able to arrange another attempt or collect the parcel from a designated location.
Please observe any collection deadline. If a parcel is returned to us, contact us so we can discuss the appropriate next steps, including any arrangements for redelivery.
Delayed or Missing Parcels
If your order has not arrived within the timeframe provided, check the tracking information for updates and contact us if you need assistance.
If tracking says the parcel has been delivered but you have not received it, check the delivery notification and any safe place or recipient you authorised. Let us know promptly if you still cannot locate it so we can investigate with the delivery provider.
Damaged, Incorrect or Incomplete Deliveries
Please contact us if an item arrives damaged, the wrong product is delivered or something is missing from your order.
Include your order number and a description of the issue. Photographs of the parcel, packaging and affected item can help us investigate. Keep the packaging where reasonably possible until the matter is resolved.
Photographs and an immediate report are helpful, but they are not conditions for exercising your statutory rights.
International Deliveries
Where delivery outside the UK is offered, the available options will be shown at checkout. Any applicable customs arrangements and responsibility for import duties or taxes must be made clear before you order.
Customs processing may affect the estimated arrival time for international parcels.
Contact Us
For help with shipping or delivery, use the contact details published on hokatrainers.co.uk. Include your order number and, where available, your tracking reference so we can locate the relevant information.