Delivery + Returns
SHIPPING, RETURNS AND REFUND POLICY
All orders placed are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped with more details about delivery. All orders placed after 16:00 BST will be processed the following business day. Please contact us if you did not receive a confirmation email.
Domestic Shipping Rates and Estimates
The Hook charges a shipping fee of £49.99 on all UK delivery orders.
Due to processing times, it can take up to 10 days for your order to arrive. However, you may find that your order will be delivered sooner, so please refer to your shipping dispatch email for the most up to date information and tracking details.
Once an order has been placed, it cannot be cancelled and instead will need to be returned. To learn more, please read our Returns Policy.
Due to the value of your order, we will request a signature on all deliveries.
For customers who require delivery to a London postcode, your order will be couriered to you using Addison Lee courier service. You can find a list of London postcodes here.
You will receive an email update when your order has been dispatched, and then more up-to–date communications from Addison Lee, providing a more detailed delivery time.
Orders placed in the United Kingdom delivered to postcodes outside of London will be couriered to you using TNT Express.
Select our in-store pick-up option when you make your purchase to collect your order from our London store location(s), free of charge. You can find our store locations here.
Once we receive your order, we’ll prepare your order for pickup. This can take up to 10 days, so we’ll send you an email when your order is ready along with instructions.
You can come to pick up your order at any time when our store is open, Monday - Saturday from 10AM - 6PM and Sunday from 10AM - 4PM. Please have your order pick-up confirmation email with you so that we may locate your order.
At this time, we are offering standard shipping within the United Kingdom only. Please contact us if you require international shipping and we work to accommodate you on a case by case basis.
How do I check the status of my order?
When you place your order, you will receive a confirmation email, after which we will begin preparing your order. When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. You may receive this email up to 5 days after you place your order.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will locate your order and provide next steps.
Shipping to P.O. boxes:
Unfortunately, we cannot ship to P.O. boxes.
Refunds, returns, and exchanges:
We accept returns up to 14 days after delivery, if the item is in its original condition, and we will refund the full order amount.
Please contact us at email@example.com with your name, order number and reason for Return, and we will begin the Returns process with you directly.
In the event that your order arrives damaged in any way, please email us as soon as possible at firstname.lastname@example.org with your order number and a photo of the item’s condition. We will assess the damage and arrange for your piece to be collected, repaired or returned.
If you have any further questions, please don't hesitate to contact us at email@example.com.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return and refund, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, begin by filling out the form at the bottom of this page or alternatively you can contact us at firstname.lastname@example.org. We’ll send you a return shipping label and schedule a pick-up of your order, to return to us for inspection. If your return is accepted we will then process your refund. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at email@example.com.
Damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged in delivery or if you receive the wrong item, so that we can evaluate the issue and make it right or repair the item.
Unfortunately, we cannot accept returns on gift cards.
Unfortunately, we do not allow for exchanges. If you would like to exchange an artwork, the best way is to return the item you have and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, which can take up to 10 days. You will receive an email notification once your refund has been processed. Please remember it can take some time for your bank or credit card company to process and post the refund too.