Frequently Asked Questions

1. Hoooked Collection

1.1 Is the entire Hoooked collection available online?

All products currently available for purchase are listed on our website. We only display items that are in stock at our warehouse. Please note that our collections, especially the Zpagetti range, change constantly as we add new colours every day. Because Zpagetti is made from upcycled leftover fabric from the fashion industry, it is not possible to reorder the exact same colour batch. However, we often have similar shades available.

1.2 I can only order a limited quantity of products in my basket. Is that correct?

Yes, the quantities available reflect our real-time stock. You can only purchase what we physically have in stock at the moment of your order. We do not accept backorders or keep customers waiting.

1.3 Do you keep all items in stock?

Yes. Every product listed on our website is in stock at our warehouse. This allows us to ship your order quickly once payment is received.

1.4 Why do some Zpagetti bobbins have different prices?

The price of Zpagetti may vary depending on size, stock, colour, and current promotions.

1.5 Why does my Zpagetti yarn have holes, knots or irregularities?

Zpagetti is a unique upcycled yarn made from leftover T-shirts from the European fashion industry. Each ball differs in thickness, elasticity, and texture, and may contain small irregularities such as knots or holes. To compensate, every ball includes 10% extra.

1.6 What is the composition of the other fibres?

The remnant fibres vary depending on the clothing we receive from the fashion industry. Sometimes there may be polyester or lycra, other times acrylic – it depends on the materials available.

1.7 Where can I find my invoice?

Log in to your account and go to “My Orders” to access your invoices. Please make sure you are logged in before placing your order, otherwise your invoice will not be available in your account history.

2. Return Policy

2.1 Can I return my order?

We stand behind the quality of our products. If you are not completely satisfied, returns are possible under certain conditions. Please refer to our dedicated Returns and Refunds page for detailed instructions and policies. Always contact us before returning any goods to ensure a smooth process.

3. Account Information

3.1 I forgot my password. How can I reset it?

You can request a password reset here. Enter your email address and you will receive an email with instructions to reset your password.

3.2 How can I update my account information?

Log into your account, then go to My Account > My Data to update your personal details.

3.3 I get a message that my email address does not exist. What should I do?

Please double-check for any typos in your email address and make sure you are in the correct store view. If you still see this message, your email is not registered with us and you may create a new account.

3.4 I get an error saying: "Email address or password is incorrect."

Please check for typing errors, ensure you are on the same store view where you created your account, and make sure Caps Lock is off. If the issue persists, please request a password reset.

3.5 How do I subscribe or unsubscribe from the newsletter?

You can manage your newsletter subscription in your account.

4. Shipping & Delivery

4.1 What are the shipping costs?

Shipping costs depend on the destination country and the weight of your order. The exact costs are displayed during checkout before you confirm payment. Please refer to our dedicated Shipping Rates and our dedicated Shipping Policy page.

4.2 How long does delivery take?

Delivery times vary depending on location. Within Europe, delivery usually takes 4–7 working days. For shipments outside Europe, please allow 6–7 working days (excluding customs clearance). Please note that weekends and public holidays are not included. Shipping costs are calculated based on the parcel weight including packaging. Hoooked does not charge any additional postage or packaging costs.

4.3 Do you ship internationally?

Yes, we ship worldwide. You can check available shipping options and costs at checkout.

4.4 How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with a tracking link.

4.5 What happens if the shipping cost shown at checkout is incorrect?

In rare cases, due to a system error, the shipping cost displayed at checkout may not be calculated correctly. We reserve the right to cancel such orders if the shipping cost has not been applied as it should. If this occurs, you will be informed immediately, and you can decide whether to proceed with a corrected order.

5. Payment

5.1 What payment methods do you accept?

We accept major credit cards, PayPal, and other secure local payment options depending on your country. Please refer to our dedicated Secure Payment page.

5.2 Will I be charged customs or import duties?

For orders outside the EU, additional import duties and customs charges may apply. These are determined by your local customs office and are the responsibility of the buyer.

6. Products & Patterns

6.1 Do the kits come with patterns?

Yes, our DIY kits include physical patterns and our yarn packs include digital PDF patterns, which you can download after purchase.

6.2 Can I download my pattern again if I lost the email?

Yes. Simply log into your account under My Downloads, or contact our support team if you need help.

6.3 In what languages and terminology are your patterns written?

Most of our patterns are available in five languages: English, German, Dutch, French and Spanish. Please always check the product information on the website, as some patterns may be in fewer languages. In terms of crochet terminology, we use UK crochet terms in most of our patterns. Please check each pattern description for specific details.

6.4 Are the yarns eco-friendly?

Yes. Hoooked yarns are made from recycled and upcycled textiles and sustainable fibres. You can read more on Our Story and Hoooked Yarn Guide.

7. Orders

7.1 Can I change or cancel my order after placing it?

We process orders quickly to ensure fast delivery. If you need to make changes, please contact us as soon as possible. Once an order has been shipped, we can no longer make modifications.

7.2 How do I apply a discount code?

You can enter your discount code during checkout in the designated field before completing payment.

7.3 Can I use my gift card to pay for shipping?

Gift card amounts can be used towards product purchases only and cannot be applied to shipping costs.

7.4 Can I use a discount code on sale items?

Discount codes cannot be applied to products that are already discounted or on sale.