Refund policy

Returns & refunds

We want you to love your Hooksole purchase. If something is not right, contact us first at support@hooksole.com so we can help and provide return instructions.

30-day return window

Ready-to-ship, unworn finished slippers may be returned within 30 days of delivery. Items must be in their original condition and packaging, with no signs of outdoor wear. Please try slippers on indoors and on a clean surface.

Unopened DIY kits may be returned within 30 days of delivery. Kits that have been opened, used, cut or modified cannot be returned, except where the item is faulty, damaged or not as described.

Personalised and custom items

Products made to the customer's individual specification or clearly personalised cannot be returned for a change of mind. They may be returned or replaced if they arrive damaged, are materially different from the agreed specification, or are not as described. Standard ready-made or non-personalised made-to-order products remain subject to any statutory cancellation rights that apply.

How to request a return

Email support@hooksole.com with your order number, the reason for the return and photographs where relevant. Do not send an item back before receiving authorisation. We will provide the return address and instructions after reviewing your request.

Return shipping

The customer is responsible for return shipping costs for change-of-mind returns. If an item is faulty, damaged in transit or incorrect, we will cover reasonable return shipping or provide another appropriate solution.

Refunds

Once an authorised return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method within 5–10 business days after approval. Your bank or payment provider may require additional processing time.

Damaged, defective or incorrect items

Contact us within 7 days of delivery and include your order number plus clear photographs of the item and packaging. We will arrange a repair, replacement, partial refund or full refund where appropriate.

Exchanges

For sizing, colour or exchange questions, contact us before returning the item. Exchanges depend on availability. If the requested item is unavailable, we may offer a refund instead.

Exceptions and statutory rights

Items damaged through misuse, improper washing or normal wear are not eligible for a change-of-mind refund. Nothing in this policy limits mandatory consumer rights available under applicable law.

Contact

Questions about a return or refund can be sent to support@hooksole.com.