FAQ

Here are some of our customers most Frequently Asked Questions answered…

Is my payment secure?

Yes. of our online payments are taken through Skrill – Moneybookers, Amazon Checkout or Paypal payment service; all of which are widely used and offer buyer protection on all transactions.

Do I have to pay for my order online or can I do this via phone or email?

We do not take payments via phone or email. All orders must be paid for online via Skrill – Moneybookers or PayPal payment for security reasons. Do not hesitate to contact us if you have any queries about your payment method.

Why can’t I place an order online?

This may be a technical error or a problem with the way you are attempting to pay for your order. Please take care to double check all your details including the payment method and currency (if paying from overseas). We also advise clearing your cache, refreshing your browser and attempting to place the order again. 

If you are still having problems placing an order online please contact us at [email protected]

What happens after I place my order? 

You will receive a no-reply notification email confirming your order containing a WEB reference number. This is for your own records.

Our payments are then processed, checked by our Fraud System and the order is passed to our warehouse who will take care to pack your order along with an invoice and returns slip. These will then be dispatched to our couriers DPD (UK) and FedEx or Royal Mail (International) 

You should receive a notification email within 24 hours notifying you that your product has been dispatched. Then it is just a case of waiting for your parcel to arrive!

Please be aware that all stock is subject to availability. We will send you a notification informing you if we do not have the available stock. We will also contact you if there are any other problems with your order.

If you do not receive your order within the allocated time period, do not hesitate to contact our team for more information.

When will I receive my order?

The arrival time for your order depends upon your chosen postage method and your location.  All orders are subject to availability. For more information view our delivery details page.

UK Delivery

Free UK Delivery applies to all orders of the value of £85 (GBP) OR over. We aim to deliver the very next working day* for orders placed before 3pm (GMT) Monday - Thursday. Friday deliveries placed before 3pm will arrive on the following Monday with exception to £10 Saturday Delivery requests Orders placed after 3pm Friday or over the weekend should arrive on the following working day.

All parcels are delivered between 9am and 5pm. All our standard deliveries to the UK are free and are carried out by DPD.

*UK orders only

Overseas Delivery

Hook LDN also deliver internationally to the USA, Canada, Europe, Australia, Asia, South America and Africa. All our international deliveries of the value of £85 (GBP) OR over are free via FedEx and should arrive within 10 working days or sooner depending on location and selected delivery service.

Security Tags

All our products are delivered with a security tag attached to the bridge. This tag, our returns slip and our website state that this tag must not be removed or else the item becomes non-refundable.

What is your returns policy?

Hook LDN are committed to providing the highest quality products and customer service to all of our customers. If you are not entirely satisfied with your sunglasses for whatever reason, we operate a 7-day full money back guarantee even for unwanted goods. View more information about our returns policy.

All exchanges are subject to availability.

How do I return my sunglasses?

To return your sunglasses please fill in the returns form stating your order number and reason for return. Please also e-mail us at [email protected] within two to three days of receiving your products to inform us of your return and whether a refund or exchange is required.

To take advantage of our FREE* UK Returns Service simply attach the Collect + returns label included with your purchase to your parcel. Please take care to ensure that the security label - located on the bridge - is intact and that all packaging and accessories are included in re-sellable condition.

The unworn sunglasses must then be returned to us at the below address within 7 days of receipt. 

Returns @ Hook LDN

10 The Kiln

Hoults Yard

Newcastle

NE6 1AB

When sending a return, please be aware that the parcel the customer’s responsibility until it reaches us. This means that the customer is also responsible for the postage of the returned parcel. For this reason we advise that customers send their returns via recorded delivery to ensure the parcel is insured and arrives at our warehouse safely. However you can also track your parcel using the free Collect + return.

Faulty Returns

If you are returning an item as a result of a mistake made by Hook LDN, please contact our advice team first: [email protected]. You must be prepared to quote your order number and send over an image of any fault or damage. Most of our products are covered on warranty for up to one year. 

How long will it take to process my Refund?

We aim to process all returns within THREE working days of receipt, Exchanged items will be sent out on the same day of process. For refunds please be aware that it may take 3-5 working days for the refunded amount to appear in your account depending on which bank you use. 

Can I track my order?

You can track your order via either DPD (UK), Fed Ex or Royal Mail (International). You will be sent a tracking number automatically once your order is dispatched or you can contact us at [email protected] and we can locate your parcel for you.