If your purchase from hokafootwear.uk is not right for you, this page explains how to cancel, return your items and receive a refund. Your statutory consumer rights are not affected by this policy.
Changing Your Mind
For most goods purchased online, you can cancel without giving a reason. Notify us within 14 days after the day you receive your goods, then send them back within 14 days after telling us.
You can also cancel before delivery. If items from one order arrive separately, the cancellation period generally runs from the day after you receive the last item. www.legislation.gov.uk
How to Arrange a Return
Contact us using the details published on hokafootwear.uk. Include your order number and identify the items you wish to return.
We will provide instructions and the appropriate return address. Please check this address before posting, as it may differ from the address on your original parcel.
A clear statement of cancellation is sufficient to exercise your statutory cancellation right. You do not need to wait for return approval, and providing a reason is optional.
Trying On Your Purchase
You may inspect items as you would in a shop. When checking footwear, try it indoors on a clean surface to assess the size and fit.
Please include any accessories and return the original packaging and labels where reasonably possible. Original packaging is not an absolute condition of your statutory cancellation right.
A lawful deduction may apply if handling beyond what is necessary to inspect the goods reduces their value. Wearing shoes outdoors, for example, goes beyond simply trying them on. www.legislation.gov.uk
Packing and Returning Items
Use suitable outer packaging to protect your return during transport. For footwear, place the shoe box inside a separate parcel rather than attaching postage labels directly to it.
Include your order reference so we can identify the return. Keep your proof of postage and any tracking details until the refund has been resolved.
Return Delivery Costs
For change-of-mind returns, you are responsible for direct return postage only if this was disclosed before purchase and we have not agreed to provide free returns. If the required information was not provided, we will bear those costs.
For faulty, damaged or incorrectly supplied goods, we cover the reasonable return costs required by law. Contact us so we can arrange an appropriate return method. www.legislation.gov.uk
Refunds
For a statutory cancellation, refunds are made without undue delay. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence that you have sent them, whichever happens first. We will refund within 14 days of that earlier event.
If you cancel the whole order, we also refund the original standard delivery charge. Any additional amount paid for a premium delivery option does not have to be refunded.
Refunds use the original payment method unless you expressly agree otherwise. No refund fee will be charged. Your payment provider may take additional time to display the credit. www.legislation.gov.uk
Faulty, Damaged or Incorrect Goods
If an item is faulty, arrives damaged or does not match its description, contact us with your order number and an explanation of the problem.
Photographs of the item and packaging can help us investigate, but they are not a condition of your statutory rights.
Under applicable UK consumer law, qualifying faulty goods generally carry a 30-day short-term right to reject for a refund. After this period, repair or replacement rights may apply, followed in appropriate circumstances by a price reduction or final right to reject. These rights are separate from change-of-mind returns and also apply to discounted goods. www.legislation.gov.uk
Exchanges
If you would prefer another size or model, contact us to check whether a direct exchange is available. Otherwise, you can return the original item under the applicable conditions and place a new order.
Replacement products are subject to availability. A new order may have different prices or promotional conditions.
Checking a Return or Refund
If you need an update, contact us with your order number and the return tracking reference or proof of postage. We can check the available information and explain the next steps.
Please never send your account password, full card number, card security code or banking verification codes when contacting us.