At hokawalkingshoe.co.uk, we understand that shopping plans can change. Whether you’ve ordered HOKA walking shoes, cushioned trainers, running footwear, sportswear or accessories, we aim to make the order cancellation process clear, convenient and straightforward.

We offer free UK delivery and returns, a 30-day risk-free trial run and a 2-year warranty, providing additional confidence when shopping online.

This Order Cancellation Policy explains how to request a cancellation, what happens if your order has already been dispatched, how refunds are processed and your cancellation rights under UK consumer protection law.

1. Our Order Cancellation Policy

We aim to provide customers with flexibility when managing their purchases.

If you need to cancel an order, please contact our customer service team as soon as possible.

Depending on the order’s processing stage, we may be able to cancel it before dispatch.

If your order has already been dispatched, you may still be able to exercise your statutory cancellation rights or use our voluntary returns programme.

Your rights under UK consumer protection law remain unaffected.

2. Cancelling an Order Before Dispatch

If your order has not yet been dispatched, please contact our customer service team promptly to request cancellation.

To help us identify your purchase, please provide:

• Your order number.
• The name used during checkout.
• The email address associated with the order.
• The products you wish to cancel.
• Any relevant additional information.

We will review the order status and attempt to stop fulfilment where operationally possible.

If cancellation is completed before dispatch, any payment already collected will be refunded in accordance with the applicable terms and legal requirements.

3. How to Request an Order Cancellation

You can request cancellation through the contact options available on hokawalkingshoe.co.uk.

Please clearly state that you wish to cancel your order.

Our customer service team may need to verify your order details before making changes.

We recommend contacting us as early as possible, particularly if the order is already being prepared for dispatch.

A cancellation request does not automatically mean that fulfilment has been stopped.

We will explain the relevant order status and available options.

4. Order Cancellation During Processing

An order may enter processing shortly after checkout.

During this stage, products may be checked, prepared and packaged for dispatch.

We will try to accommodate cancellation requests received during processing.

However, operational restrictions may prevent us from stopping a parcel that is already being transferred to a delivery provider.

If your order cannot be stopped before dispatch, you may still use the applicable cancellation or return procedure.

5. Cancelling an Order After Dispatch

If your order has already been dispatched, it may no longer be possible to stop delivery.

However, dispatch does not remove your statutory right to cancel an eligible distance purchase.

If you wish to cancel after dispatch, please notify our customer service team.

We will explain the relevant process and provide return instructions where necessary.

Our free eligible UK returns service may also be available.

Please do not assume that refusing delivery is the only way to cancel an order.

Communicating your cancellation clearly helps us handle the request correctly.

6. Your 14-Day Statutory Cancellation Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK customers generally have the right to cancel eligible online purchases without giving a reason.

For a standard order, the cancellation period normally ends 14 days after the day you receive the goods.

Where multiple goods in one order are delivered separately, the period generally runs from receipt of the final item.

You may also communicate a decision to cancel before the goods arrive.

To exercise this right, you must inform us of your decision before the applicable deadline.

Certain statutory exceptions may apply to particular types of products.

7. How to Exercise Your Statutory Cancellation Right

To exercise your statutory cancellation right, contact us through the website’s available contact channels.

Your message should clearly identify the order and state that you wish to cancel the purchase.

You may provide your order number, name and contact details to help us locate the transaction.

You do not need to provide a reason when exercising an applicable statutory cancellation right.

Once you have communicated your cancellation, we will provide appropriate return instructions where required.

Your cancellation request will be handled in accordance with UK consumer protection law.

8. Returning Products After Cancellation

If you have already received the goods when cancelling an eligible order, you must generally send them back within 14 days after informing us of your decision.

Please follow the return instructions provided by our customer service team.

We recommend retaining proof of postage or return tracking information.

Under our voluntary returns programme, eligible UK returns are free.

For statutory cancellations, we will comply with the applicable rules concerning return costs and reimbursement.

We aim to make the return process straightforward and convenient.

9. Free UK Returns

At hokawalkingshoe.co.uk, we offer free eligible returns within the United Kingdom.

If you cancel an eligible order and need to return the products, our customer service team can explain the designated return process.

Where a free return method is available under our policy, please use the instructions provided.

If a product is faulty, incorrect or otherwise fails to meet statutory requirements, we will meet our legal responsibilities concerning reasonable return costs.

For complete details, please refer to our Returns and Refunds Policy.

10. 30-Day Voluntary Returns

In addition to statutory cancellation rights, we offer a voluntary 30-day returns programme for qualifying products.

If an eligible product does not meet your expectations, you may request a return within 30 days of receiving your order.

For clothing and accessories, products should generally remain unused and in suitable condition.

Eligible footwear is covered by our separate 30-day risk-free trial run.

Our voluntary return conditions do not restrict your statutory rights.

11. 30-Day Risk-Free Trial Run

We understand that comfortable footwear is best assessed during normal use.

Our 30-day risk-free trial run allows customers to try eligible HOKA walking shoes and trainers under appropriate conditions.

If qualifying footwear does not meet your expectations, you may request a free return within 30 days of receiving your order.

Reasonable signs of normal trial use are accepted under the programme.

Products showing deliberate damage, significant misuse or unauthorised alterations may be excluded from voluntary returns.

This benefit operates alongside your statutory cancellation and consumer rights.

12. Refunds for Cancelled Orders

If an order is cancelled before dispatch and payment has already been collected, we will arrange an appropriate refund.

Where you exercise a statutory cancellation right, we will reimburse the payments required by law.

This generally includes the original standard delivery charge, where one was paid.

We may withhold reimbursement for returned goods until we receive them or you provide evidence that they have been sent back, whichever occurs first, where permitted by law.

Refunds are normally made using the original payment method unless you expressly agree otherwise.

We will not impose an unlawful refund fee.

13. Refund Processing Times

For eligible statutory cancellations, refunds will be issued within the deadlines required by UK law.

Where goods have already been delivered and must be returned, reimbursement is generally due within 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever occurs first.

Where no goods were supplied, the applicable statutory refund period generally runs from the date we are informed of cancellation.

Once a refund has been issued, your payment provider may require additional time to display the funds in your account.

If you have questions about your refund, please contact our customer service team.

14. Partial Order Cancellations

If your order contains several products, you may wish to cancel only certain items.

Please contact our customer service team and identify the products you wish to cancel.

We will review the order status and explain whether the requested change can be completed before dispatch.

If the relevant items have already been dispatched, a return may be necessary.

Any refund will be calculated according to the affected products and applicable legal requirements.

Partial cancellations will not remove statutory rights relating to the remaining goods.

15. Changing an Order Instead of Cancelling

If you wish to change your order rather than cancel it, please contact us promptly.

Depending on the processing stage, we may be able to assist with:

• Changing a shoe size.
• Selecting another available colour.
• Updating quantities.
• Correcting delivery information.
• Removing an item.
• Replacing an item before dispatch.

Changes are subject to product availability and operational limitations.

We will explain any relevant price difference before proceeding with an agreed change.

16. Cancelling an Order Due to Incorrect Details

If you notice incorrect order information, such as the wrong shoe size or delivery address, please contact us as soon as possible.

We will try to correct the details before dispatch.

If an amendment cannot be completed, cancellation and reordering may be an available option.

Once a parcel has entered the delivery network, changes may be restricted.

Your statutory cancellation rights remain available where applicable.

17. Orders Cancelled Due to Product Unavailability

Occasionally, a product may become unavailable after an order has been submitted.

If we cannot fulfil an order, we will contact you where appropriate and explain the available options.

We will not substitute a materially different product without your agreement.

If an order cannot be fulfilled, we will arrange a refund of any payment collected for the unavailable products.

We aim to handle stock-related cancellations transparently and without unnecessary delay.

18. Orders Cancelled Due to Payment Issues

An order may be declined or cancelled before acceptance if payment cannot be authorised.

This may occur because of incomplete payment processing, security checks or payment provider restrictions.

If you believe a payment has been taken for an order that was not accepted, please contact our customer service team.

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

Please avoid submitting repeated payments if you’re uncertain whether the original transaction succeeded.

19. Delayed Delivery and Cancellation Rights

We aim to deliver orders within the agreed timeframe.

If your order is not delivered on time, you may have rights under the Consumer Rights Act 2015.

Depending on the circumstances, you may be entitled to request delivery within an additional reasonable period or cancel the contract.

Where delivery by a particular date was essential and the relevant legal conditions are met, you may be entitled to cancel without allowing additional time.

We will comply with applicable statutory requirements concerning late delivery and refunds.

20. Faulty or Incorrect Products

If you receive a faulty, damaged, incorrect or misdescribed product, you may have remedies under the Consumer Rights Act 2015.

These rights are separate from your statutory change-of-mind cancellation rights and our voluntary returns programme.

Depending on the circumstances, you may be entitled to:

• Reject faulty goods within the applicable short-term period.
• Request repair or replacement.
• Receive a price reduction.
• Exercise a final right to reject.

We will not require you to rely solely on the 30-day trial programme or voluntary warranty where statutory remedies apply.

21. 2-Year Warranty

We offer a 2-year warranty on all products, subject to the applicable warranty conditions.

This voluntary warranty provides additional protection against qualifying manufacturing and material defects arising during normal, intended use.

If a product develops a potential manufacturing defect, please contact our customer service team.

We may request your order number, a description of the issue and relevant photographs.

Depending on the circumstances, an appropriate remedy may include repair, replacement or refund.

The warranty does not replace or restrict your statutory consumer rights.

22. Cancellation Exceptions

Certain products may be excluded from the statutory right to cancel under the Consumer Contracts Regulations.

Examples may include goods made to a customer’s specifications or clearly personalised, and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

An exception applies only where the relevant legal conditions are met.

Ordinary footwear and clothing purchases are generally eligible for statutory cancellation unless a specific lawful exception applies.

Any relevant product-specific restriction should be clearly explained before purchase.

23. Refund Deductions and Product Handling

Under statutory cancellation rules, customers may examine goods to establish their nature, characteristics and functioning.

If goods have been handled beyond what is necessary for that purpose, a lawful deduction for diminished value may apply.

Our voluntary 30-day risk-free trial run provides additional flexibility for qualifying footwear, allowing reasonable trial use under its conditions.

We will not apply deductions that are inconsistent with our voluntary commitments or applicable consumer law.

Any deduction will be explained where required.

24. Keeping Records of Your Cancellation

We recommend keeping a copy of your cancellation request and any related correspondence.

Useful records may include:

• Your order confirmation.
• Your cancellation message.
• Our response.
• Return instructions.
• Proof of postage.
• Return tracking information.
• Refund confirmation.

These records may help resolve questions about cancellation dates, returned products or refund progress.

25. Customer Support for Cancellations

If you need assistance cancelling an order, please contact our customer service team through the contact options available on hokawalkingshoe.co.uk.

We can assist with:

• Cancellation requests before dispatch.
• Order changes.
• Statutory cancellation enquiries.
• Returns after dispatch.
• Partial order cancellations.
• Refund processing.
• Delayed delivery issues.
• Incorrect or faulty products.
• The 30-day risk-free trial run.
• Warranty-related enquiries.

Please provide your order number whenever possible.

We aim to offer clear guidance and practical assistance.

26. Our Commitment to Flexible Shopping

At hokawalkingshoe.co.uk, we believe that online shopping should provide customers with clarity, convenience and confidence.

Whether you’re purchasing HOKA walking shoes for everyday comfort, cushioned trainers for active routines or sportswear for your next outing, we understand that your requirements may change.

Our customer benefits include:

• Free UK Delivery and Returns: Complimentary standard delivery and eligible return shipping.
• 30-Day Risk-Free Trial Run: Additional flexibility to try qualifying footwear under normal conditions.
• 2-Year Warranty: Protection against qualifying manufacturing and material defects.
• Helpful Customer Support: Assistance with order cancellations, returns, refunds and after-sales enquiries.

We aim to make cancellation requests straightforward while respecting your rights under UK consumer protection law.

hokawalkingshoe.co.uk – Discover HOKA walking shoes, cushioned trainers and everyday essentials with flexible shopping options, free eligible returns and confidence in every step.