1. What does Brexit mean for Hoooked customers in the UK?
As you are aware, the UK has left the EU and, unfortunately, some different rules regarding shipment from the EU to the UK applied from 1 January 2021. At the same time, the UK government has implemented a set of new e-commerce regulations and as a result, we have found ourselves in a complicated situation with regards to the costs and tax rules for sending products to the United Kingdom. Taking this into account, and with a heavy heart, we have taken the decision to only ship orders above £135.
2. I live in the UK. How long will it take for my order to be delivered?
On business days, we ship within 24 hrs. When your order leaves our warehouse in Portugal, you will receive an email with your tracking number. For the UK, it may take 1-2 extra business days extra for DHL Express to arrange documentation. The transit time after this depends on the Customs and will be 4-9 business days on average. We advise you to allow extra time for anything time-sensitive.
3. Are there any extra costs involved?
No, Hoooked will pay for the import. From now on we ship all deliveries to the UK DDP, which means Delivery Duty Paid. Hoooked will be taking care of the new documentation processes for export and import and we will pay all taxes and duties for you. This is included in the price you pay at check out.
4. How can I return my order from the UK?
If you wish to send something back to us for a refund, please contact your local delivery services for a quote. As soon we receive the products, the refund of your payment should normally be processed within 3-4 working days from the day the returned products are received and signed for at our Portuguese Recycling Centre, located in:
Hoooked - Webshop returns
Travessa do Vale Paraíso, Nº 198-222
Please be advised that may be customs and delivery disruptions, due to Brexit and/or COVID. This may result in delays in the return process as well.
5. I live in Northern Ireland. Will my order or return be affected?
We do not expect any delivery changes or delays to customers in Northern Ireland in addition to those concerning the United Kingdom.
6. Are the same Hoooked products available to UK customers?
Yes, all of our yarns, DIY kits, patterns and accessories are available to UK customers.
7. My question is not here, what do I do?
We understand Brexit might impact your shopping experience with Hoooked. Our customer care angels are ready to tackle any additional questions you might have. Please pop us an email via webshop (at) hoooked.nl. We will do our very best to answer any doubts you may have.
If you prefer to speak with someone from our team, please call us at +3170 3351886 (weekdays from 9 am - 5 pm CET).