Refund policy
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Eligibility: We accept returns and exchanges for items purchased directly from Hook within 30 days of the original purchase date. Items must be in their original condition, unworn, unwashed, and with tags attached.
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Return Process: To initiate a return or exchange, please contact our customer service team to initiate the process.
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Return Shipping: Customers are responsible for return shipping costs unless the item received is defective or incorrect sent by the Hook. We recommend using a trackable shipping method for returns.
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Refunds: Refunds will be issued to the original payment method within 5-7 business days after we receive and process the returned items. Original shipping charges are non-refundable.
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Exchanges: Exchanges for a different size or color of the same item are subject to availability. If the desired item is unavailable, a refund will be issued instead.
Items marked as “Sale”, “Black Friday Deal” or “Clearance” are final sale, meaning no returns, exchanges or refunds can be accommodated.
We understand that underwear is tricky business. Within 7 days of delivery, you may exchange for another size, style or store credit. We’re unable to provide refunds on underwear. If you ordered multiple pairs of underwear, we kindly ask that you open, wash, and wear one pair only.
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Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately. We will provide instructions for returning the item and offer a replacement or refund.
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Non-Returnable Items: Certain items, such as personalized or final sale items, may not be eligible for return or exchange. Please check the product description for details.
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Gift Returns: If you received an item as a gift and would like to return or exchange it, please contact our customer service team for assistance.
By making a purchase from Hook, you agree to comply with our Return & Exchange Policy. If you have any questions or concerns, please don't hesitate to contact us.