Order Cancellation

This page explains how to cancel an order placed on hokaoutlet.uk, whether it is being prepared, in transit, or already delivered. Read it alongside our Returns policy and Terms of Sale. Nothing here limits your statutory consumer rights.

Sending a Cancellation Notice

Contact us through the options published on hokaoutlet.uk and clearly state that you wish to cancel. Include your order number, checkout email address, and the items concerned. If cancelling only part of an order, identify the relevant products and quantities.

You do not need to give a reason for exercising your statutory cancellation right. A cancellation form may be used where provided, but it is not compulsory. Keep a copy of your notice and evidence of when it was sent.

A valid statutory cancellation does not depend on discretionary approval from us.

Orders Being Prepared

Notify us promptly if you want to cancel before dispatch. We will check whether preparation or carrier collection can be stopped.

If the parcel cannot be stopped, your valid cancellation rights remain available. We will explain the appropriate return arrangements rather than treating dispatch as a reason to refuse cancellation.

Orders Already Dispatched

For most online purchases, you can cancel from the time you order until 14 days after the day you receive the goods. Where products from one order arrive separately, the period generally runs from receipt of the last item.

Tell us directly that you wish to cancel. Refusing delivery or leaving a parcel uncollected, without communicating your decision, may not provide clear cancellation notice.

Once you have notified us, return the goods within a further 14 days. Request the correct return destination promptly and retain proof of posting.

Handling and Returning Goods

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

Include accessories 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.

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

Refunds Following Cancellation

When you validly cancel the whole order, we refund the price paid and the cost of our least expensive standard delivery option. Extra charges for an upgraded delivery service need not be refunded.

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

We use the original payment method unless you expressly agree otherwise. No cancellation or refund fee applies to a valid statutory cancellation. Your payment provider may require additional time to display the credit.

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

Exceptions and Discounted Items

Certain goods, such as genuinely personalised products, may be excluded from the statutory change-of-mind cancellation right. Any applicable exception must be identified before purchase.

Discounted or outlet-priced goods retain the same statutory cancellation rights as equivalent full-priced goods. A promotional label alone does not make an item non-returnable.

Amendments, Faults, and Delivery Delays

Requests to change a size, colour, quantity, or delivery address are separate from cancellation. Amendments depend on stock availability and order progress. Wait for confirmation before assuming that a change has been completed.

Faulty, damaged, incorrectly supplied, or misdescribed goods may qualify for separate remedies beyond the change-of-mind period. Delivery delays may also give rise to cancellation rights. See our Returns and Shipping and Delivery pages for details.

Cancellation Assistance

Use the contact options published on hokaoutlet.uk if you need help identifying an order or checking a cancellation refund.

Include relevant order information, but never send passwords, full card numbers, card security codes, or payment verification codes.