Follow the progress of your purchase from hokafootwear.uk, from order confirmation to dispatch and delivery. Below, you’ll find guidance on checking updates, tracking parcels and getting help with your order.

Checking Your Order

If you placed your order while signed in, visit My Account and open your order history to view the available details.

For orders placed without an account, refer to the confirmation and dispatch emails sent to the address entered at checkout. Keep your order number handy whenever you contact us.

Understanding Order Updates

The wording displayed may vary, but common statuses include:

  • Pending payment: Payment has not yet been confirmed. Check whether your payment provider requires any further action.
  • Processing: Your order is being prepared for dispatch.
  • Dispatched: Your parcel has been passed to the delivery provider.
  • Completed: Processing has reached its final stage in the shop system. Refer to parcel tracking for delivery confirmation.
  • Cancelled: The order will not proceed.
  • Refunded: A refund has been recorded. Your payment provider may need additional time to display the credit.

An order acknowledgement confirms that your order has been received. Please refer to our Terms of Sale for information about order acceptance.

Tracking Your Parcel

Where tracking is available, your dispatch email will include a tracking reference or link. Use this to check the delivery provider’s latest updates.

A new tracking reference may not show movement immediately. Information usually appears after the parcel receives its first scan within the delivery network.

If your purchase is sent in separate parcels, each may have its own tracking reference and arrive on a different day.

Missing Confirmation Emails

If you cannot find an order email, check your spam or junk folder and confirm that you are checking the email account used at checkout.

If you still need assistance, contact us with your name, the email address used for the purchase and the approximate order date. Check the original order and payment status before placing another order to avoid an accidental duplicate.

Delayed or Missing Deliveries

If the delivery timeframe provided with your order has passed, review the tracking information and contact us for help.

If tracking shows delivery but you have not received your parcel, check any delivery notification and any location or recipient you authorised. If the parcel remains missing, let us know so we can investigate with the delivery provider.

Changes and Cancellations

Contact us promptly if you need to correct an address, change an item or cancel an order. Include your order number and explain the requested change.

Whether we can amend the shipment depends on its progress. An inability to stop dispatch does not remove any statutory cancellation rights. Further information is available on our Order Cancellation page.

Contact Us About Your Order

Use the contact details published on hokafootwear.uk. Include your order number, a brief description of your enquiry and any relevant tracking reference.

Please do not send your password, full card number, card security code or banking verification codes.