Shipping & returns

Delivery pricing

Delivery is not priced on the website because it depends on where you are and how much you order. When you email an order we reply with the delivery cost to your address and the total; that total is the price you pay and it does not change afterwards. If you order several lures in one email they travel together for one delivery charge.

Where we deliver

Tell us your country and postcode or ZIP code in the order email and we confirm in the reply whether we can deliver there. We do not publish a list of destinations because postal routes and customs rules change; the reply is always current. If we cannot deliver to your address, we say so before you are asked to pay.

Duties and taxes

Orders sent across a border may be charged import duty, sales tax or a handling fee by the postal service or customs in the destination country. These are set by your country, not by us, and are not included in our total. They are your responsibility to pay on arrival. We say this in the order reply as well, so that it is never a surprise.

Dispatch and tracking

We pack and dispatch once payment has cleared, and email you when the order has left with whatever tracking the postal service provides for that route. Some routes offer full tracking, some offer only a dispatch confirmation; the reply tells you which. Delivery times vary by destination and are given in the order reply as an estimate, not a promise; postal services do not guarantee them and neither can we.

Late or missing parcels

If the estimated delivery window in your order reply has passed by more than a week, reply to that email and we will trace the parcel. If it cannot be found, we send a replacement or refund you in full, your choice. You do not have to chase the postal service yourself.

Damaged on arrival

If a lure arrives damaged, reply to your order email within seven days of delivery with a photo of the lure and of the packaging. We send a replacement or refund you in full, your choice, and we cover the cost. You do not need to return the damaged item unless we ask you to.

Returning a lure

You may return any lure within thirty days of receiving it, for any reason, provided it is unused and in its original packaging. Soft plastics must be in an unopened pack. To return something:

1. Reply to your order email and say which lure you are returning. We tell you where to send it.
2. Pack it securely and post it. Keep the proof of postage.
3. When it arrives with us we inspect it and refund the price of the lure within seven days, as described in the refund policy.

Return postage is yours to pay unless the lure was faulty or we sent the wrong item, in which case we refund the postage as well. The original delivery charge is refunded only if the whole order is returned. A lure that has been fished, or that arrives back damaged because it was badly packed, cannot be refunded in full; we will tell you what we can do before deciding anything.

Faulty lures

A lure that is faulty when it arrives, or that develops a manufacturing defect within twelve months, is covered by the warranty rather than by the return window. Email a photo and we replace it. Warranty replacements are sent at our cost.

Questions

Anything not covered here: admin@hookefamily.com, one business day.