FAQs

COLOUR SWATCHES:

Is the colour of the yarn depicted on your website the exact colour I will receive?

Every effort is made to ensure all products are as close a colour match on the images as we can make them however shade colours may vary slightly depending on monitor settings. If you are unsure of a colour please contact us prior to placing your order and will will endeavour to photograph it for you.

ORDER FAQs:

A product I need is out of stock, can I still order it?

If the product is out of stock online please contact us at info@hookandpurl.net and we will endeavour to order the item on backorder for you wherever possible.

How can I pay for my order?

We accept payment on our website via credit or debit cards and PayPal. We also accept Hook & Purl gift cards as payment.

 Can I add items to an order once it has gone through?

Please contact us as soon as possible at info@hookandpurl.net and we will do our best to add these items on.

Can I change my address on an order once it has been placed?

Please contact us as soon as possible at info@hookandpurl.net and we will do our best to amend the address on your order.

How do I cancel an order?

Please contact us as soon as you wish to cancel the order at info@hookandpurl.net. If your order has not yet been despatched we will cancel and refund your order. If it has already been despatched the order cannot be cancelled.

DELIVERY FAQs:

Will I still get free delivery if my order is under £25 after a discount code has been applied?

No - your order will only qualify for free delivery if your order total is over £25 after the discount has been applied.

I am an International Customer and I would like my order to be sent via a tracked priority service, can this be arranged?

Please contact us at info@hookandpurl.net prior to placing you order and we can provide you with a quote for this service.

My order hasn't arrived - what do I do?

Please contact us in the first instance to discuss any problems with your order and we will try to resolve them as soon as possible.

Royal Mail aim to deliver parcels within their estimated timelines however these are not guaranteed and orders are not considered missing with Royal Mail until 10 days after postage date for UK orders and 28 days after the date that the order was posted for International orders.

During the present time of the COVID-19 pandemic International Parcels are taking considerably longer than the estimated delivery timescales and it is not unusual to have to wait for several weeks for your order to arrive.

Please refer to our Shipping page for further information.

An item I have received is faulty, how do I return this?

Please contact us at info@hookandpurl.co.uk as soon as possible to arrange return.