Two ways to reach us
Email is where orders happen and where questions get answered. X is where we post what is on the bench. There is no phone line and no contact form; a real message to a real inbox is the whole system.
For orders, questions about the lures, returns, warranty claims and anything to do with your data. A person replies within one business day.
X
x.com/hookefamilyWhat is on the bench, what is back in stock, and the occasional fish. Direct messages there are read, but for anything about an order please use email so there is a thread to refer back to.
What to include
The more of this is in the first email, the faster the reply is useful.
| Writing about | Please include |
|---|---|
| An order | Which lures, how many, and the country and postcode or ZIP code they are going to. The button on each lure page fills in the subject line for you. |
| A return | Reply to your original order email, and say which lure you are returning. We tell you where to send it. |
| A warranty claim | Reply to your original order email with a photo of the problem and a sentence about what happened. |
| Damage in transit | A photo of the lure and the packaging, within seven days of delivery. |
| Your data | Say what you would like: a copy of what we hold, a correction, or deletion. See the privacy policy. |
| Which lure to buy | The water you fish, the species you are after, and the rod you own if you have one. We answer honestly, even if the answer is not one of ours. |
Reply times
One business day for everything, from a person, not an autoresponder. If you have not heard from us in that time, check your spam folder and write again.
What we will never ask for
Card numbers, security codes, passwords, or payment by bank transfer to an account in an email. Payment happens only through the hosted link in our reply. If a message claiming to be from us asks for any of those, it is not from us; forward it to admin@hookefamily.com so we know it is circulating.