Welcome to Hookloomkit. This page provides information about our crochet hooks, knitting needle sets and related yarn craft supplies, including ordering, payment, delivery, returns and refunds.
If you need further assistance, please contact us at crochet@hookloomkit.com.
1. Products
Q1. What products does Hookloomkit offer?
Hookloomkit offers a selection of crochet hooks, knitting needle sets and related yarn craft supplies for customers who enjoy knitting, crocheting and other yarn-based handcraft activities.
Q2. Where can I find product specifications?
Relevant product information, including available options, quantities, sizes and package contents where applicable, is provided on the individual product page. We recommend reviewing these details before placing an order.
Q3. May the appearance of a product vary slightly from its photographs?
Minor variations in colour or appearance may occur due to screen settings, lighting conditions or differences between individual items. Please refer to the written product description for the relevant specifications and package contents.
2. Orders
Q4. How do I place an order?
Browse our product range, select the item and available options you require, add the item to your basket and proceed to checkout. Review your order details, delivery address and total payable amount before submitting your order.
Q5. Will I receive an order confirmation?
An order confirmation will be sent to the email address provided during checkout in accordance with our order confirmation process. Please check your inbox and spam or junk folder if the message does not appear.
Q6. What should I do if I enter an incorrect delivery address?
Please contact crochet@hookloomkit.com as soon as possible and provide your order reference and the corrected address. We will review whether the information can be amended before dispatch. Changes may not be possible once an order has entered the dispatch process.
3. Payment Methods
Q7. Which payment methods are accepted?
The payment methods available at checkout may include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Supported electronic wallets displayed at checkout
Available payment methods may vary according to the checkout configuration, payment eligibility and the customer’s location. Please select from the methods actually displayed when placing your order.
Q8. When is payment taken?
Payment is processed during checkout according to the payment method selected. An order may require payment confirmation before it can be processed for dispatch.
Q9. Do I need to create a separate payment account to place an order?
A separate account with a payment provider is not generally required when paying by an eligible card. Some electronic wallet methods may require an existing wallet account or device-based authorisation. Follow the instructions displayed for the payment method selected.
Q10. What should I do if my payment is declined?
Check that your payment details are correct and that your selected payment method is available for the transaction. You may try another payment method displayed at checkout or contact your card issuer or wallet provider for further information.
If the issue continues, please contact crochet@hookloomkit.com with your order details. Do not email your full card number or security code.
4. Shipping and Delivery
Q11. Where does Hookloomkit deliver?
Hookloomkit serves customers in Europe. Available delivery destinations are shown during checkout. Please confirm that your destination is available before submitting an order.
Q12. How long does delivery take?
Orders are prepared for dispatch from Germany. The estimated transit time is generally 5–12 business days, depending on the destination and carrier service.
Delivery estimates begin in accordance with the shipping information applicable to the order. Actual delivery times may vary due to carrier operations, public holidays and other circumstances affecting transport.
Q13. Which delivery companies do you use?
We work with established carriers, including DHL, FedEx and UPS Priority services, as appropriate to the destination and shipment arrangement.
The carrier and service used for an individual order may depend on the delivery destination and the available shipping arrangements.
Q14. Will I receive tracking updates?
Where tracking is available, shipment notifications are sent to the email address provided at checkout. These updates may include key shipment stages such as:
- Order dispatch.
- Arrival at a carrier facility or logistics point.
- Progress through the delivery network.
- Local delivery or an out-for-delivery update, where supplied by the carrier.
The frequency and timing of tracking events depend on the information made available by the carrier. Please check your inbox and spam or junk folder for updates.
Q15. What should I do if my parcel has not arrived within the estimated delivery period?
Please email crochet@hookloomkit.com with your order reference. We will review the tracking information and, where appropriate, contact the carrier to investigate the delay or shipment status.
Following review of the available information, we will determine an appropriate resolution based on the circumstances. This may include a replacement shipment or a full refund where appropriate.
Where the goods have not been delivered, we will comply with applicable statutory delivery obligations. Any investigation with a carrier does not remove rights available to customers under applicable law.
Q16. What happens if my parcel is lost during delivery?
Please contact us if the tracking information indicates that the parcel may be lost or if it has not arrived within the applicable delivery period.
We will review the shipment details and make enquiries with the relevant carrier where appropriate. We will then arrange a suitable resolution in accordance with the circumstances and applicable law, which may include a replacement or refund.
The risk of loss or damage generally remains with Hookloomkit until you, or a third party designated by you other than the carrier, physically receive the goods, subject to applicable law.
5. Returns and the Right of Withdrawal
Q17. Can I return an item if I change my mind?
Yes. Consumers generally have a statutory right to withdraw from an online purchase within 14 days without giving a reason.
For goods, the withdrawal period normally starts on the day you, or a third party designated by you other than the carrier, take physical possession of the goods. Special rules may apply to orders containing multiple items delivered separately.
Q18. How do I exercise my right of withdrawal?
Email crochet@hookloomkit.com within the applicable 14-day period and clearly state that you wish to withdraw from your purchase.
Please include your order reference and the items concerned. You may use a model withdrawal form if one is provided, but you are not required to use a specific form.
After notifying us, you must send the goods back or hand them over without undue delay and no later than 14 days after notifying us of your withdrawal, unless another statutory arrangement applies.
Please contact us before sending a return parcel so that we can provide the relevant return address and instructions.
Q19. Who pays for return postage?
For a change-of-mind withdrawal, the consumer may be responsible for the direct cost of returning the goods, provided the required information about these costs was supplied before the purchase and applicable law permits this arrangement.
Where goods are defective or do not conform to the contract, return costs will be handled in accordance with the applicable statutory requirements. Customers will not be required to bear costs that the law places on the seller.
Q20. When will I receive my refund after withdrawing from a purchase?
We will reimburse the relevant payments without undue delay and within the statutory period, normally no later than 14 days after we are informed of your decision to withdraw.
We may withhold reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first, unless we have offered to collect them.
Refunds will be made using the original payment method unless you expressly agree otherwise. The reimbursement will include the cost of the least expensive standard delivery option offered at the time of purchase where required by law.
6. Damaged, Defective or Incorrect Items
Q21. What should I do if my item arrives damaged?
Please email crochet@hookloomkit.com as soon as reasonably practicable after discovering the damage.
Include your order reference, a brief description of the issue and clear photographs showing the affected item and, where relevant, its packaging.
Photographs help us assess the reported damage and determine the appropriate resolution.
Q22. Do I need to return a damaged item to receive a refund or replacement?
Where the photographs and order information reasonably establish that the item arrived damaged and is eligible for a remedy, we may arrange a refund or replacement without requiring the damaged item to be returned.
If further information or examination is reasonably necessary, we will explain the next steps. Any return request will be handled in accordance with applicable law.
Q23. What if I receive the wrong item or a defective product?
Contact crochet@hookloomkit.com with your order reference, a description of the issue and relevant photographs where available.
We will review the information and explain the appropriate next steps. Depending on the circumstances and applicable law, the available remedies may include a replacement, repair, price reduction or refund.
Nothing in this FAQ limits statutory rights relating to defective or non-conforming goods.
7. Refunds
Q24. How will my refund be issued?
Refunds are normally issued to the original payment method used for the purchase, unless you expressly agree otherwise or applicable law requires a different arrangement.
The time taken for the funds to appear in your account may depend on the payment method and the relevant financial institution.
Q25. What should I do if my refund has not appeared?
Please first check the applicable refund notification and allow for the processing time associated with your payment method. If the refund remains outstanding, contact crochet@hookloomkit.com with your order reference and relevant details.
We will review the refund status and provide further information.
8. Customer Support
Q26. How can I contact Hookloomkit?
You can reach us using the following contact details:
Brand: Hookloomkit
Website: www.hookloomkit.com
Email: crochet@hookloomkit.com
Please include your order reference when contacting us about an existing purchase.
Q27. When will I receive a reply?
You may email us at any time. We aim to respond to customer enquiries within 24 hours. If an enquiry requires further review or additional information, the response may take longer.
Q28. Where can I find information about privacy and website terms?
Please refer to the relevant Privacy Policy, Terms and Conditions, Shipping Policy and Returns and Withdrawal Policy published on www.hookloomkit.com.
These documents explain the applicable arrangements for personal information, purchases, delivery and returns.
9. Further Assistance
If your question is not covered above, please contact crochet@hookloomkit.com with a clear description of your enquiry. Our team will review your message and provide relevant information about your order or product enquiry.
Thank you for choosing Hookloomkit.