Order cancellation

To request cancellation, contact us promptly with your order number, the email used at checkout and the items concerned.

We will check whether dispatch can still be stopped; sending a request does not guarantee that a parcel can be recalled.

If the parcel has already left, contact us for return arrangements and the correct return address. Applicable withdrawal rights remain unaffected.

Returns can be requested free of charge within 30 days of receipt. Refunds normally use the original payment method; consult our returns and refunds page for the process.

The following notes describe this part of your experience at hokatrailrunning.com.

The default shop market is US, with USD as its base currency; check the actual checkout display.

Nothing on this page limits your mandatory statutory rights.

If an item arrives damaged, photos can help us investigate; they are not a condition of your legal rights.

Our customer service helps with products, orders and returns.

For help, email [email protected].

For order questions, include the order number; never email passwords or complete payment-card details.

For an order enquiry, describe the issue and identify the affected item.

Our contact page is the starting point for further assistance.

hokatrailrunning.com
US · USD
[email protected]

Giving a clear cancellation notice

Email [email protected] and clearly identify the order and the items you wish to cancel. Include the order number and purchase email and retain a copy of your notice. Where a statutory withdrawal right applies, exercising it does not depend on waiting for our prior approval.

Before and after dispatch

We check whether preparation can still be stopped. If a parcel has already been handed over for delivery, contact us for return instructions and the correct return address. Simply failing to collect a parcel is not a clear substitute for communicating your cancellation.

Refunds and return evidence

Where a refund is due, the applicable rules determine its timing and any lawful need to receive goods or evidence of return. Refunds normally use the original payment method. Keep dispatch evidence for a return and contact us if the credit is not reflected after the provider has processed it.

Changing an item instead

Tell us promptly if you want a different size, item or delivery address. An amendment depends on the stage of the order and available stock. If a change cannot be made, we will explain the relevant cancellation or return route rather than treating a request as a confirmed exchange.