Orders
Can I amend my order?
While we cannot make any guarantees, if you use our Order Management Hub as soon as possible, we will try to rectify any issues before your order is shipped.
Please note, once your order has been processed by our warehouse, we are unable to make any amends.
Can I cancel my order?
While we cannot make any guarantees, if you use our Order Management Hub as soon as possible, we will try to rectify any issues before your order is shipped.
Please note, once your order has been processed by our warehouse, we are unable to make any amends.
I'm missing an item(s) from my order
We’re really sorry to hear this!
In the unlikely event you are missing an item from your order, please contact our Customer Service Team as soon as possible with the below information.
- Your order number.
- The name of the item(s) you are missing.
Once we’ve received this information, we will ensure the issue is resolved quickly and efficiently.
Please note, all claims for missing items must be made within 7 days of the delivery date.
I've received the wrong item(s)
We’re really sorry to hear this!
In the unlikely event you have received the wrong item, please contact our Customer Service Team as soon as possible with the below information.
- Your order number.
- The name of the item you should have received.
- The name of the incorrect item you received.
- A photo of the incorrect item you received, including the Hook & Flanker logo
Once we’ve received this information, we will ensure the issue is resolved quickly and efficiently.
You may be asked to return the incorrect item to us. Please see here for guidance on how to make a return.
Please note, all claims for orders with incorrect items must be made within 7 days of the delivery date.
I've recieved a faulty item(s)
We sincerely apologise for this!
In the unlikely event that you receive a faulty/damaged item, please contact our Customer Service Team immediately with the below information.
- Your order number
- The name of the faulty item
- A clear photograph of the fault along with a description
Once we have received this information, we will work with you to resolve this issue quickly and efficiently.
In some cases, we may ask you to return the item back to us. Please see here for guidance on how to make a return.
Please note, all claims for faulty items must be made within 7 days of the delivery date.
Returns, Exchanges, Refunds, & Cancellations
How do I return an item?
We accept returns within 30 days of the product arriving. To begin a return, head to the Order Management Hub and follow the steps under Returns.
How do I exchange an item?
We accept exchanges within 30 days of the product arriving. To begin a exchange, head to theOrder Management Huband follow the steps under Returns. Before finishing your return, you just need to add the size you'd like to exchange for in the Notes section.
How do I get a refund?
If you are unhappy with an order, you can return it and we will provide a refund within 5 working days of accepting the refund request. We accept returns within 30 days of the product arriving. To begin a return, head to theOrder Management Huband follow the steps under Returns.
How do I cancel an order?
We accept cancellations if the order has not been shipped. If you want to cancel after it has been shipped, you can follow the steps to process a return for your order. To begin a cancellation, head to theOrder Management Huband follow the steps under Cancellations.
How long does it take to receive a refund?
Once we have received your refund request, it will be checked to make sure it's within our refund and return policy. Providing it is within the policy, the refund request will be approved and your funds will be returned to the original payment card within 5-7 working days.
I have emailed regarding an orders status/returning an order/cancelling an order/recieving a refund, but have had no response?
As a small business, we have limited resources to assign to the business. As this is run part time every other weekend, the decision has been made to prioritise fulfilment of orders over exceptional customer service. It is our belief that with the time we have, a better customer service is actually receiving your order. Due to this we have developed our Order Management Hub where customers can track, create returns, and cancel orders without the need for emails!