Return and Refund Policy

We want you to love your yarn and crafting supplies as much as we do! If something isn’t quite right with your order, we’re here to help.

 

Change of Mind / Unwanted Items

If you’ve changed your mind or ordered the wrong item, you can return unused products within 14 days of delivery. Please notify us within this period to begin the process, and you then have a further 14 days to return the goods.

We only accept returns if:

• Items are in original condition, unused, and in their original packaging.
• Digital items such as downloadable patterns cannot be refunded.
• Sale or clearance items are final sale and cannot be returned.

Please contact our customer service team at [email protected] with your order number to begin the return process.

 

Return Address

All approved returns must be sent to our warehouse address (not to a pickup point or parcel locker, as we are unable to collect from these locations):

Hoooked Portugal S.A.
Rua das Matas, 4
2350-818 Zibreira
Portugal

Please ensure your return is sent directly to this address. Returns sent to any other location or pickup point will not be processed.

 

Damaged or Incorrect Items

We take great care in packing and shipping your orders, but if something arrives damaged or incorrect, please let us know within 7 days of delivery.

To speed up the process, kindly include:

• A clear photo of the issue
• A photo of the picking list included in your parcel
• Your order number

If you have received a defective or incorrect product, please contact us and we will explain in detail how to proceed with the issue, offering you the best solution possible.

 

Return Shipping

• Customers are responsible for return shipping costs and any applicable duties, except in cases where the item is faulty or incorrectly supplied.
• We strongly recommend using a trackable shipping service, as we cannot be held responsible for lost returns.

 

Refunds

Once your return has been received and inspected, we’ll notify you of the status. If approved, your refund will be processed to your original payment method within 5–10 business days, and always within 14 days of receiving your return.

 

International Orders & Customs Duties

• Customers are responsible for any customs duties, taxes, or import fees charged by their local authorities.
• If an international order is refused due to customs fees or delivery issues, the original shipping cost may not be refunded.
• Any additional return shipping fees or customs charges incurred will be deducted from your refund.

 

Need Help?

We’re here to assist you! Just send us an email at [email protected] — we aim to respond within 1–2 business days.