Delivery & Returns
Delivery and Returns
Standard Free delivery (UK Mainland only and Scottish Highlands) - Free Delivery
Please note: We are no longer shipping to Northern Ireland as we are not getting the regular prices from the couriers we use.
We do not ship to Northern Ireland / Channel Islands / Scottish Islands or any other destination outside of Mainland UK & Scottish Highlands.
If you place an order for delivery to a destination outside UK Mainland / Scottish Highlands, we will have to cancel your order. Our e-commerce provider does not provide us the option to separate the UK delivery zones and we are unable to fulfil deliveries to areas outside of above mentioned destinations at regular rates.
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We aim to dispatch items within 1-2 working days. The delivery can take up to 5-7 working days from the day of dispatch unless otherwise specified in individual product descriptions ('Working days' are classed as Monday to Fridays only, excluding UK Bank Holidays and Public Holidays).
We choose the courier we consider will deliver your order to you efficiently depending on the size and weight of your order.
Inevitably deliveries may be attempted when you are out in which case a card will be left to notify you. You should follow the instructions on the card.
HooksKnobs.com cannot be held liable for any loss or damage or consequential loss or damage related to not getting a delivery in time for reasons beyond our control.
If your order has not been delivered within the estimated delivery time, then please contact us.
Please note: If you wish to add to an order that has already been placed, it may not always be possible. It depends at what stage of the picking and packing process it is.
Refused Parcel
Customers wishing to refuse a parcel on delivery should be advised they will be charged the delivery charge plus 20% admin charges of the total order value (excluding delivery). This will be deducted from the refund entitled to the customer.
Returns
Cancellation and Returns
You have a right to cancel your order for any goods purchased on this website before dispatch and receive full refund. This does not apply to goods personalised or made to your specifications. To cancel your order, you must contact us quoting your order number. Please email info@hooksknobs.com.
If you wish to return goods for any reason you need to notify us within 14 working days of receiving the delivery and item must be sent back within 28 days of receiving the delivery. You must take reasonable care of the goods and must not use them.
When returning goods, it is your responsibility to ensure that the goods are packaged properly so that no damage is caused to them.
You will be responsible for paying for your own shipping costs for returning your item.
If your order qualified for free shipping and you return part of it bringing the order value below the free shipping order value, we will refund the value of the item returned but charge you for shipping based on the order value of the items kept.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are returning an item you should consider using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you are returning goods because they are unwanted then they must be sent back to us unused in a resalable condition in their original packing failing which no refunds or exchanges will be accepted.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of receiving your return.
Damaged and missing items
Any breakage or missing items should be reported within 48 hours of receiving the delivery. Please email us at info@hooksknobs.com with photos of the broken product and outside & inside of the box with packaging. The box should clearly show the label.
Exchange
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@hooksknobs.com.
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If you have any queries please contact us.