Terms & Conditions

1. Introduction

These Terms & Conditions govern your use of the Hook & Flanker website at hookandflanker.com and any purchase you make from us. Please read them carefully before placing an order. By placing an order you agree to be bound by these terms.

Hook & Flanker Ltd is a company registered in England and Wales under company number 16547857. VAT registration number: 492 1721 88. We are registered with the Information Commissioner's Office (ICO) as a data controller.

If you have any questions about these terms, please contact us at hello@hookandflanker.co.uk before placing your order.

2. Formation of Contract

When you place an order on our website, you are making an offer to purchase goods from us. A contract is only formed when we send you an order confirmation email stating that your order has been accepted and dispatched. We reserve the right to decline any order at our discretion, including where goods are unavailable, where we suspect fraudulent activity, where payment cannot be verified, or where we believe an order has been placed for resale rather than personal use (see Section 6 below).

You must be at least 18 years old and resident in the United Kingdom (or a jurisdiction to which we agree to ship) to place an order. By placing an order you confirm that you meet these requirements.

All orders are subject to stock availability. If an item becomes unavailable after you have placed an order, we will notify you and issue a full refund for the unavailable item within 14 days.

3. Pricing & Payment

All prices displayed on our website are in pounds sterling (GBP) and include UK VAT at the current rate unless otherwise stated. We reserve the right to change prices at any time, but price changes will not affect orders that have already been confirmed.

In the event of an obvious pricing error, we are not obliged to honour the incorrect price. We will notify you as soon as possible and give you the option to proceed at the correct price or cancel your order for a full refund.

Payment is taken at the time of order and processed securely through our payment provider, Stripe. We accept major debit and credit cards and any other payment methods displayed at checkout.

4. Delivery

As a made-to-order brand, we dispatch on a weekly cycle, every Wednesday. Orders placed before Tuesday 12pm GMT are included in that week's dispatch, and orders placed after this cut-off go out the following Wednesday. Delivery times thereafter depend on the service selected at checkout. Standard UK delivery typically takes 3 to 5 business days from dispatch. Express options may be available at an additional cost.

Free standard UK delivery is available on orders over £60. Delivery charges for orders below this threshold and for international orders (where available) will be clearly shown at checkout before you complete your purchase.

We are not responsible for delays caused by the carrier, adverse weather conditions, or other circumstances outside our control (see Section 10 below). Risk in the goods passes to you on delivery. Ownership (title) of the goods passes to you once we have received payment in full.

You are responsible for providing a complete and accurate delivery address at checkout. Please check it carefully before placing your order. If you notice an error, contact us at hello@hookandflanker.co.uk as soon as possible and we will amend it if your order has not yet dispatched. Where your goods are delivered to the address you provided and the carrier confirms delivery, your order is treated as fulfilled. We are not liable for non-delivery in these circumstances and are not obliged to offer a refund or free replacement, though we may, at our discretion, offer a replacement at your cost.

5. Right of Cancellation

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. This is your statutory cooling-off period, and it applies to our standard, made-to-order stock garments.

To exercise your right of cancellation, you must inform us by a clear statement (for example, by email to hello@hookandflanker.co.uk) before the 14-day period has expired. You can also start a return through your order tracking page, though you are not required to do so.

You must return the goods to us without undue delay and in any event within 14 days of informing us of your cancellation. You are responsible for the cost of returning the goods unless the item is faulty or we have agreed otherwise.

We will issue your refund, including the original standard delivery charge, within 14 days of receiving the returned goods, using the same payment method you used for the original transaction.

Goods must be returned in their original, unworn condition with all tags attached. We reserve the right to make a deduction from the refund for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

This right of cancellation does not apply to personalised or custom-made items. See Section 6 below.

6. Custom & Personalised Teamwear

We offer custom teamwear that is personalised to your specifications, including your team name, colours, crest or logo, player names and numbers, and other bespoke design elements ("Personalised Products"). Personalised Products are made specifically for you and are not held as general stock.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods that are made to a consumer's specification or are clearly personalised are exempt from the standard 14-day right of cancellation described in Section 5.

You may cancel or amend a Personalised Product order free of charge at any time before we have approved the design and it has entered production. Once a design has been approved and production has begun, the order becomes non-cancellable and non-refundable, because materials and labour have already been committed to your specific design. We will always confirm with you before production begins.

This does not affect your right to a repair, replacement or refund if a Personalised Product is faulty, damaged, or not as described, in accordance with the Consumer Rights Act 2015 and Section 8 of our Returns & Refunds policy.

7. Acceptable Use

Our products are sold for personal, team and club use. You must not purchase our products for resale, distribution, or any other commercial purpose without our prior written agreement.

When using our website, you must not attempt to gain unauthorised access to any part of our systems, introduce viruses or other malicious code, use automated means to scrape, copy or place orders on our website, or use our website in any way that could damage, disable or impair its operation or interfere with other users. We reserve the right to suspend or terminate your access to our website or to refuse any order in connection with a breach of this Section 7.

8. Accounts & The 627 Club

If you create an account or join our loyalty scheme, The 627 Club, you are responsible for keeping your login details secure and for all activity that takes place through your account.

Loyalty points earned through The 627 Club have no cash value, cannot be transferred, sold or exchanged, and can only be redeemed against purchases on our website in accordance with the scheme rules in force at the time of redemption. We reserve the right to adjust, correct or revoke points in the case of an error, abuse of the scheme, or if points relate to an order that is subsequently refunded or cancelled.

We may amend, suspend or withdraw The 627 Club scheme at any time, though we will not remove points you have already earned other than in the circumstances described above.

9. Intellectual Property

All content on this website, including but not limited to text, images, graphics, logos, product names, and design elements, is the property of Hook & Flanker Ltd or its licensors and is protected by copyright, trade mark and other intellectual property laws.

You may not reproduce, distribute, modify, transmit, republish or create derivative works from any content on this website without our prior written consent.

If you upload a team crest, logo or other artwork for use on a Personalised Product, you confirm that you own the rights to that artwork or have permission to use it, and you grant us a licence to reproduce it solely for the purpose of manufacturing and fulfilling your order.

10. Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside our reasonable control ("Force Majeure Event"). This includes, without limitation, strikes, lock-outs or other industrial action, civil commotion, riot, invasion, terrorist attack, war, fire, explosion, storm, flood, epidemic, pandemic, or failure of public or private telecommunications or transport networks.

If a Force Majeure Event affects our performance of any obligation under these terms, our obligations will be suspended for the duration of the Force Majeure Event, and we will arrange a new delivery date with you once it has ended. You may cancel an affected order if you no longer wish to proceed.

11. Limitation of Liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.

Subject to the above, our total liability to you in connection with any order, whether in contract, tort (including negligence) or otherwise, is limited to the amount you paid for the affected Product. We are not liable for any indirect or consequential loss, including loss of income, loss of opportunity, or loss of data, that is not reasonably foreseeable to both you and us at the time your order was placed.

This Section 11 does not affect your statutory rights as a consumer.

12. Chargebacks & Payment Disputes

If you have a problem with your order, please contact us first at hello@hookandflanker.co.uk so that we have the opportunity to resolve it directly. Most issues can be sorted out quickly this way, without the need to involve your card issuer or bank.

Raising a chargeback or payment dispute with your bank for a sum that is genuinely owed to us, for example where goods were delivered to the address you provided at checkout, where a Personalised Product was correctly manufactured and fulfilled to your approved design, or where an order otherwise falls outside your cancellation rights under Sections 5 and 6 above, is a breach of these terms. Depending on the circumstances, we may treat such a dispute as fraudulent.

Where a chargeback is raised in these circumstances, we reserve the right to contest it using our order, delivery and communication records, and your acceptance of these terms as evidence that the sum was properly owed. We may also recover the disputed amount, together with any reasonable costs or fees we incur in disputing the chargeback, and we reserve the right to refuse or suspend future orders or accounts where a customer has raised an improper chargeback against us.

This Section 12 does not affect your right to raise a genuine dispute with your bank, for example where goods were not delivered, were faulty, or were not as described, and it does not limit your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

13. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Nothing in these terms affects your statutory rights as a consumer under applicable UK law, including the Consumer Rights Act 2015.

If you are not satisfied with our response to any complaint, you may refer the dispute to an approved alternative dispute resolution (ADR) provider. Details of approved ADR providers can be found at the Citizens Advice Bureau website.

14. Other Important Terms

Changes to these terms. We may update these Terms & Conditions from time to time. Changes will not affect orders you have already placed and will apply only to orders placed after the revised terms are published on this page.

Severability. If any provision of these terms is found by a court to be unlawful or unenforceable, the remaining provisions will continue to have full force and effect.

Waiver. If we do not insist that you perform any of your obligations under these terms, or if we do not enforce our rights against you, that will not mean we have waived those rights, and it will not mean you no longer have to comply with those obligations.