Returns Policy

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.

Orders can be returned and tracked for FREE* using the Collect + free-post returns label included with your purchase.

Terms and Conditions

• We are happy to accept returns should the sunglasses not suit, fit or are faulty in anyway. Please e-mail us at  within 2-3 days of receipt of goods to inform us of your return also stating whether an exchange or refund is required.
• All exchanges and replacements are subject to availability. Please be aware of any waiting periods if more stock is required
• The unworn sunglasses must be returned to us at the below address within SEVEN working days of receipt. 
• Your sunglasses will be non-refundable if you have removed the security tag located on the bridge
• Prescription glasses and sunglasses are also non-refundable.
• When sending a return, the parcel is your responsibility until it reaches us. This means you are also responsible for the postage for the returned parcel.
• If you are returning an item as a result of a mistake by Hook LDN, we will arrange a free collection* for the return parcel and will reimburse for delivery on international orders, providing that it does not exceed the minimum cost that would be incurred if we were to post the item. Please contact us for clarification of this. 
• We aim to process all refunds within THREE working days of receipt.
• Please be aware that we can NOT process your request until we receive the sunglasses which may take a few days depending on your courier of choice. Your patience will be required until you receive a confirmation email informing you of your refund and/or exchange.
• Hook LDN shall not be liable for any loss or damage suffered as the result of the use of this website.
  
  *Note: This only applies to orders shipped within the UK

How do I return my sunglasses?

• You MUST fill out your accompanying returns slip in detail including your name and order number
• Take care to specify the reason for return and whether you would like an exchange or refund. If you would like an exchange please note the style code of the replacement sunglasses. 
• Include a copy of your invoice and any significant correspondence you have had with our staff in the package so your refund or exchange can be processed by the Returns Team with ease.
• The unworn sunglasses must then be returned to us at the below address within SEVEN days of receipt.
• We can extend the Returns period at our discretion for gifts. Please contact our sales team for further information. 
  
  Returns @ Hook LDN
  13 The Kiln, 
  Hoults Yard
  Newcastle
  NE6 1AB
  

• The sunglasses should be returned in re-sellable condition complete with all of the original packaging and security tag - located on the bridge - intact.
• You may use the UK freepost label to return your parcel OR you can send via recorded delivery for a small fee of £3 so that you can track your order. We advise recorded delivery for extra reassurance of your parcels whereabouts
• When sending a return, please note that the parcel is the customers responsibility until it reaches us. This means you are also responsible for the postage for the returned parcel.
• A proof of postage receipt is not sufficient enough evidence should anything happen to your parcel.

Security Tags

All our products are delivered with a black circular security tag located on 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. 

There are no exceptions; if this tag has been removed and your sunglasses have been sent to us for a return or exchange, your refund will not be processed and we will return the sunglasses back to you without a refund. 

This is purely for security reasons as we can not accept goods which breach our returns policy

Faulty or damaged goods

If the item you have received is faulty or damaged in transit please contact our customers services team immediately at detailing the issue. Take care not to remove the security tag.

We advise customers to send us proof of the damage via photograph before returning the sunglasses for issue of refund or replacement. We recommend  returning the sunglasses to us once your query has been acknowledged by our staff so we can investigate the damaged item. We return all faulty or damaged products to our manufacturers for further investigation in case of manufacturing errors. 

Refunds

We offer full refunds to our customers if they are unhappy with their product for whatever reason. Please ensure that you have not removed the security tag on the sunglasses and take care to include all packaging and accessories sold with the glasses in re-sellable condition.  

Please fill out your request for a refund on the returns slip and, if necessary, contact our sales staff to inform them of your arriving parcel.

Once refunded your money will take 3-5 working days to reach your account. 

Exchange

We offer an exchange on item if you are unhappy with the style or size and/or if the item is faulty. Please specify on your returns slip that you would like an exchange and contact our sales team to check that the item is in stock. 

Please note the product number of the item you would like an exchange for if you request an alternative style, brand or colour. We will refund any difference in cost and request excess to be paid via PayPal. 

International Returns

Overseas returns can be sent back to us at our address. However, we take into account that international customers may be required to pay additional postage costs for their returns to the UK. If we have made an error with your order we are happy to re-reimburse the postage costs, providing that they do not exceed the minimum charge that we would pay if we were to post the item. Please contact us for further information. 

Warranty

Hook LDN includes all warranties, express or implied relating to this website. This includes, but is not limited to, any implied warranty that the information it contains is accurate or up-to-date or is suitable for any particular purpose.

Please send all returns to;

Returns @Hook LDN
13 The Kiln, 
Hoults Yard, 
Newcastle
NE6 1AB