Terms and conditions

Welcome to our website www.hoookedyarn.com (Hoooked Store). These Terms & Conditions govern your access and use of the Hoooked Store. The access and the use of the Hoooked Store, as well as the purchase of products on www.hoookedyarn.com, assume that you have read, understood and accepted these Terms and Conditions.

Everything you see online is in stock

We only sell items we have in stock ourselves, in our own warehouse. We don’t have backorders at Hoooked!

Specifically, Hoooked Zpagetti is sold in unique and changing collections. Our collections have differences in colors, patterns and prints. This means that re-ordering the same color, design or printing is often not possible. When ordering our handcrafted items there may be some differences in shape and/or color compared to the image shown on the website. This is because no two handmade items are the same.

Before you order

Our products are photographed with the utmost care so that the colors shown are as close to reality as possible. Due to differences in resolution and screens or displays you might use, the color might seem different to you. We advise you to look at the detailed pictures and the description of the product carefully before you purchase our products. Do you have questions about the color? Ask us to list the RAL color reference of the items so you know exactly what color your preferred item has.

Placing an order

When ordering you will receive a statement of the amount payable, including and excluding VAT. This statement also includes a summary of the items ordered and the delivery information (order code, name, address and city).

Order cancel

When ordering at our website, know that all the goods are in stock. We hold nothing in back order and ship on the same day or the next business day. If after processing your order, you want to make any changes, please e-mail us. If your goods at that time have not been sent, we will cancel your order and refund the purchase price, or make other necessary adjustments to the order. If you want to cancel the order at a later stage, you may return them at your own costs and we will refund your purchase price immediately after receiving the goods in undamaged condition.

Shipping

DHL is Hoooked's shipping partner. The moment we hand the goods over to DHL, you will receive a tracking number by e-mail. Shipping charges are calculated based on weight. Hoooked does not charge any additional packaging costs. If a package is delivered with visible damages, we ask you to reject the delivery and notify us of the event. If you accept packages with damages there is no way we can determine if the packages were delivered already damaged.

Complaints

If you are not satisfied with the goods received, if something is missing or if there is damage, notify us and we take care of it! Send an email to us with a clear description of the complaint and your contact information and we will get back to you. Please do not forget to mention the order number and attach, if possible, a digital photo of the defective product. If the goods are damaged or do not meet the definitions, we will send it out again, or if you wish, we will refund you. These actions will be taken after we have consulted you. Hoooked will in anyway contact you within two working days after receiving your complaint to arrange an appropriate solution.

Returns and refunds

A wrong or defective item can be exchanged for another item of your choice. This can be done at one of our local dealers or directly through our warehouse. Send the goods to our contact address listed on the website and we will reimburse the additional shipping costs if the goods are damaged or do not meet the definition. In consultation with you we either reship another item of your choice or refund the full amount. 

Intellectual property and copyrights

Hoooked is an internationally registered trademark, first registered at the Benelux Office for Intellectual Property. The yarns sold here, have been registered as a brand and are exclusively imported and marketed under the name Hoooked. All such rights are reserved. Hoooked will act against businesses or individuals who use the product or the brand name for identical products or services or to companies or individuals who use a similar product or service similar to the brand or yarns from Hoooked.