SHIPPING & RETurns

We use Royal Mail registered standard delivery on all orders to the UK, EU and FEDEX for the rest of the world for most products. Rates are based on a flat rate according to the size. For example large Cushions need a large box so it will cost more to ship a large cushion to any destination. For larger items like rugs we prefer to organise specialist rates or can discuss your requirements with you by email or phone prior to delivery.
To receive parcels, someone needs to be at the purchase address or any other delivery address you have specified at the time of your purchase all day between 8a.m. - 6p.m. to receive the parcel and sign for the delivery
If you wish to collect using your own courier, please contact us to arrange the collection date and time. Please also advise us of the name of the courier company collecting. You will advise your courier company that they will need to know the name of the order together with the order number.
Loss and Damages
We ensure that we wrap all items securely to minimise the possibility of breakages. Goods lost or damaged in transit are fully insured by our couriers. If you parcel hasn’t arrived within the specified time please contact us immediately on 44 (0) 7506183897 or lily@hook-design.co.uk
If for any reason we are unable to fulfill your order, or if your order cannot be met or delivered within the specified time, we will contact you to make alternative arrangements.

How to Return an Item
We hope that you are delighted with your orders but we understand that there may be the odd occasion where you will need to return some items. If you aren’t totally satisfied with your purchase, you can return it to us in its original condition within 14 days for a full refund (excluding original delivery fees). We do not accept return on any sale items.
Firstly, contact us to let us know that you will be returning the item and we will give you a refund number to quote in all correspondence. This can be via email or telephone at lily@hook-design.c.uk or 07506183897
We ask that all packaging is kept so that your item returns to us safely. Unfortunately, we will be unable to offer a refund if your item is not returned in its original packaging.
We do not offer a free returns service but we do have a few options to help you with your return.

POSTAL RETURNS
If your item is small enough to take to the post office please complete the Returns Form that was included in your order, enclose it with the items and post back to:
Hook Design Ltd
10 Lower Road,
Edington
BA134qw
Please note: You are responsible for covering the returns postage cost. Do make sure you request a ‘Certificate of Posting’ which is your proof of posting the item in case any issues arrive with it not arriving back to us.
CLIENT ORGANISED COURIER
For any larger items that have been couriered please have these returned to the above address.