Shipping Policy
SHIPPING POLICY
Domestic:
Dispatch is usually within 24 hours, Monday - Friday. Occasionally, dispatch may take up to 48 hours depending on stock availability. Please ensure you provide us with current email and telephone details should we need to contact you regarding your order.
For all orders, we use Australia Post. Estimated delivery times vary from 1- 8 business days depending on your location within Australia.
Express Options are available and delivery times are generally between 1-4 business days within Australia.
International Shipping:
Check the following Australia Post guide for International Delivery time Estimates:
AusPost International Delivery Estimate Guide
The same tracking number provided when your order is shipped can be used on the recipient country's national postal service to track your order. For example, the tracking number provided for an order being shipped to the US can be used on the the USPS website to track your order.
Hooks is not responsible for any duties or taxes that may be imposed by each country.
Important:
In circumstances where your item has been returned to us for reasons including but not limited to, not being collected in time, refusing to pay any duties or taxes, customer providing incorrect mailing address etc. then Hooks will be required to charge the customer shipping both ways to reship the item.
If the item is no longer required by the customer, Hooks will deduct the cost of the return shipment to us (which is billed to us by our National Postal Service) and the order cancellation cost, before considering processing any refund outstanding.
Customers are responsible for the cost of re-shipping if an order id returned to us in the case of an unsuccessful delivery attempt where parcels have not been claimed within the specified period.
Hooks will not be held responsible for stolen or lost packages, packages sent to the wrong address (due to incorrect information provided by customer), or for refunding or replacing packages in these cases.
INTERNATIONAL - We ship to most countries. If your country is not listed, please email us at info@hooksbrand.com and we will get back to you as soon as possible. Customers are responsible for any duties/taxes that may be payable.
Australia Post requires an English translation for international addresses.
Order Cancellation Policy:
Order Cancellation Requests: If you wish to cancel an order, please notify us in writing as soon as possible via email - info@hooksbrand.com
While we will make every effort to cancel orders prior to them being processed for shipping, we are unable to guarantee this. We cannot cancel orders that have been processed or shipped.
Refund Options: Upon successful cancellation of an order, you will have the option to receive either store credit or a refund.
Store Credit: If you opt for a store credit, we will issue you credit for the full amount paid for the cancelled order.
Refund: If you choose a refund, please note that a fee of $10 AUD will be deducted from the refund amount. This deduction covers transaction fees such as card processing fees, Paypal Fees, Afterpay fees, Transfer fees, and international currency conversion fees etc. which are not reimbursed to us by service providers.
International Currency Refunds: For orders paid in international currencies, we cannot guarantee that the refunded amount will be the same, less the cancellation fee. This is due to fluctuating international currency conversion rates, which may have changed between the time of order placement and refund processing. Please be aware that these rates are beyond our control and cannot be adjusted by us.