Returns & Refunds

Our Guarantee

At Hook & Flanker, we want you to love what you ordered. If for any reason you are not completely satisfied, we offer free returns within 30 days of the delivery date, no questions asked.

To be eligible for a return, items must be unused, unworn, and in their original condition with all tags still attached. Items that have been washed, worn, or damaged after delivery cannot be accepted unless they are faulty.

This policy is in addition to your statutory rights under UK law, including the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

How to Return

Starting a return is simple. Follow these steps:

1. Email us at hello@hookandflanker.com with your order number and the item(s) you wish to return. We will send you a prepaid returns label within 1 business day.
2. Pack the item(s) securely in their original packaging where possible, or in suitable protective packaging. Include your order number inside the parcel.
3. Attach the prepaid returns label to the outside of the parcel and drop it off at your nearest Royal Mail post office or collection point.
4. Keep your proof of postage receipt until your refund has been confirmed.

Returns are free for UK customers within the 30-day window. International returns may be subject to a returns shipping charge; we will confirm this when you contact us.

Refund Timeline

Once we receive your returned items and have inspected them, we will process your refund within 14 days. Refunds are issued to the original payment method used at the time of purchase.

You will receive an email notification when your refund has been processed. Please allow a further 3–5 business days for the funds to appear in your account, depending on your bank or card provider.

Your original standard UK delivery charge will be refunded if you are exercising your statutory right of cancellation within the 14-day cooling-off period. Returns made after 14 days under our extended 30-day guarantee are refunded for the item value only.

Exchanges

We are happy to exchange items for a different size or colour, subject to availability. To request an exchange, please email hello@hookandflanker.com with your order number and the details of the exchange you require.

We will reserve the replacement item for you while your return is in transit. If the requested replacement is unavailable by the time your return is received, we will issue a full refund instead and notify you by email.

Exchanges are processed and dispatched within 2 business days of receiving your returned item. Standard UK delivery applies to the replacement order at no additional charge.

Faulty Items

If you receive an item that is faulty, damaged on arrival, or not as described, you have enhanced rights under the Consumer Rights Act 2015. Within the first 30 days, you are entitled to a full refund. Between 30 days and 6 months, you are entitled to a repair or replacement first; if that is not possible, a refund will be issued.

To report a faulty item, please email hello@hookandflanker.com with your order number and a clear description and photograph of the fault. We will arrange collection at no cost to you and issue a refund or replacement as quickly as possible.

Faulty item claims do not affect your statutory rights. Nothing in this policy limits our liability for death or personal injury caused by our negligence, for fraudulent misrepresentation, or for any other liability that cannot be excluded by law.