Resi

This policy explains how to return purchases from hokaoutlet.uk, request an exchange, or report a product problem. It applies alongside our Terms of Sale and does not limit your statutory consumer rights.

Changing Your Mind

For most online purchases, you can cancel without giving a reason within 14 days after the day you receive the goods. Where items from one order arrive separately, the cancellation period generally begins after receipt of the last item.

After notifying us, you have a further 14 days to return the goods. You may also cancel before delivery.

Any additional return period or free return service applies only where expressly offered. Outlet pricing does not reduce your statutory rights.

Arranging Your Return

Use the contact options published on hokaoutlet.uk and clearly state that you wish to cancel or return an item. Include your order number, checkout email address, and the products concerned.

Request the correct return destination and instructions promptly. A valid statutory cancellation does not require discretionary approval or use of a particular form.

Keep a copy of your cancellation notice and retain proof of posting until the return is resolved.

Checking Fit and Product Condition

You may examine goods as you reasonably would in a shop. Try footwear indoors on a clean surface, and handle clothing carefully while checking its size and fit.

Return accessories, labels, and original packaging where reasonably possible. Missing packaging does not automatically invalidate a statutory cancellation.

We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning. Any proposed deduction will be explained. No general restocking fee applies to statutory cancellations.

Return Postage

For change-of-mind returns, you pay the direct return delivery cost only where this was disclosed before purchase, unless free returns were offered. If the required information was not provided, we bear those costs.

For faulty, damaged, incorrect, or misdescribed goods, we cover reasonable return costs where required by law. Contact us before purchasing postage so we can explain the appropriate arrangement.

Pack items securely. Place shoe boxes inside protective outer packaging rather than attaching postage labels directly to them.

Cancellation Refunds

For a valid cancellation of the whole order, we refund the price paid and the cost of our least expensive standard delivery option. Extra amounts paid for an upgraded delivery service need not be refunded.

Refunds are issued without undue delay and within 14 days of cancellation notice. Unless we have offered collection, we may withhold reimbursement until we receive the goods or you provide evidence of return, whichever happens first.

We refund using the original payment method unless you expressly agree otherwise. No refund fee applies. Your payment provider may require additional time to display the credit.

For partial returns, we will explain the refund calculation and any delivery charge adjustment required by law.

Faulty, Damaged, or Incorrect Products

Contact us if an item arrives damaged, differs from your order, or develops a fault. Describe the issue and provide suitable proof of purchase, such as an order confirmation or other evidence.

Photographs may help us assess the problem, but their absence does not automatically invalidate your claim. Original packaging and an unused condition are not requirements for a valid fault claim.

You normally have a short-term right to reject non-conforming goods within 30 days, subject to the statutory rules. After that period, you may be entitled to repair or replacement and, where the legal conditions are met, a price reduction or final rejection.

Any manufacturer’s guarantee operates in addition to your rights against the seller.

Exchanges and Special Conditions

Exchanges depend on stock availability. Contact us if you would prefer another size, colour, or style. A return and separate purchase may be necessary where a direct exchange is unavailable.

Discounted products have the same statutory rights as full-priced goods. Any conditions attached to an additional voluntary return offer must be disclosed before purchase.

Where a lawful cancellation exception applies, such as genuinely personalised goods, it must be identified before ordering. Such exceptions do not remove rights concerning faults or incorrect descriptions.

Return Support

For help with a return or an expected refund, use the contact options published on hokaoutlet.uk. Include your order number and any return tracking reference.

Never send passwords, full card numbers, card security codes, or payment verification codes.