Statut de la commande
Follow the progress of your purchase from hokaoutlet.uk through your order emails and any tracking information provided. This page explains common updates and how to get help if something is unclear.
Locate Your Order
Check the email address used at checkout for your order acknowledgement. Keep the order number for future enquiries.
If account order history is available, sign in to view the information associated with your purchase. Orders placed as a guest may not automatically appear in an account created afterwards.
If an email is missing, check your spam or junk folder. Review your payment history before placing another order, and contact us if you are unsure whether checkout was completed.
Understand Your Order Status
Status wording may vary between emails and account pages. Common updates include:
- Pending payment: payment has not been confirmed or further action may be required.
- Processing: the order is undergoing checks or being prepared for dispatch.
- Dispatched: dispatch has been confirmed; consult the shipment details for tracking.
- Cancelled: the order, or an identified part of it, will not proceed.
- Refunded: a refund has been issued for the relevant amount, although it may not yet appear in your payment account.
An order acknowledgement confirms receipt of your request. Our Conditions de vente explain when an order is accepted.
Track Your Parcel
Where tracking is available, use the reference or link supplied in your dispatch communication to view the carrier’s latest update.
A tracking number may be generated before collection. A “label created” message does not necessarily mean that the carrier has received the parcel.
If your order travels in separate packages, each parcel may have a different tracking reference and arrival date.
Delayed or Unchanged Updates
If your order remains at the same stage beyond the timeframe provided when you purchased, contact us with your order number. We can help clarify whether the delay concerns payment, preparation, or delivery.
See our Expédition et livraison page for information about delivery estimates and delayed parcels. An unchanged order status does not remove your statutory cancellation or refund rights.
Delivered but Not Received
If tracking shows delivery but you cannot locate the parcel, check the delivery details and any nominated recipient or appropriate reception area.
Contact us if it remains missing. We will review the circumstances and assist with an investigation. A delivery scan alone does not conclusively establish receipt.
Changes and Cancellations
Contact us promptly if you need to correct an address, amend an item, or cancel. Whether an amendment can be made or dispatch stopped depends on the order’s progress.
Wait for confirmation before assuming that a change has been completed. Our Order Cancellation page explains the cancellation process and your applicable rights.
Get Order Assistance
Use the contact options published on hokaoutlet.uk. Include your order number, checkout email address, and a brief explanation of the issue. Add your tracking reference where relevant.
Never send passwords, full payment card details, card security codes, or one-time verification codes.