RETURN / REFUND POLICY

We do not accept refunds once your order & payment is made. Customers have the responsibility to ensure the size (if applicable), colors, designs, and quantity of their order are correct before checking out.

Occasion wear, such as cheongsam, are not eligible for exchange after the occasion (e.g. after Chinese New Year)

All sales are final; we do not provide refunds for returns, and strictly not applicable for sale or promotional items. This includes orders made with discount coupons, for example those provided during big sale events (i.e. 11.11 sales)

Exchanges are accepted for changes of size (if an item is available in sizes only; not applicable on one size items) and defected items.

Only 1 (ONE) time size exchange is allowed per order. Should an item be purchased via a store credit coupon code, an exchange will strictly not be allowed.

Exchange items must be returned in original condition unaltered, unworn, unwashed and with tags intact.

We highly encourage customers to open their parcels immediately upon receipt. Please contact us within 48 hours should a size exchange be required, or if there is a found defect.
We reserve the right to reject exchange requests if not contacted within the above time frame.

All items must be shipped back within 7 working days (MALAYSIA), 10 working days (OUTSIDE MALAYSIA) upon item received.

SOLD OUT items or OVERSOLD items are available for refund as store credit.

Customer are required to bear RM7 WM, RM13 EM postage fee for exchange, including the postage cost to return the item.

Refunds are only in credit term, we strictly do not provide refund in cash.

We do not warranty worn clothing under any circumstances.

All returns which do not meet the above-mentioned criteria will be strictly declined and forfeited.

REPLACEMENT / EXCHANGE DUE TO DEFECT

We check each piece for defects before posting, however we may miss some out. In the event that you receive a defected item, please email help@hookclothing.com with a picture of the defect within 2 days upon receipt of parcel.

If a defect occurs, such as broken sewing, after trying on an item or wearing it, we will strictly not allow an exchange.

We will evaluate the defect, and offer the following options in the event that the item is categorized as a defect:
– a replacement item of the same design.
– a replacement item of the same value, should the item originally ordered be out of stock.

Examples of defect categorization:
– Faulty zipper
– Torn seams
– Large hole
– Unwashable stains

Examples of what is not considered a defect, and is not limited to just the below:
– Colour variances
– Minor imperfections, such as loose threads or sewing, creases, washable marks etc.
– Does not look like what it looks like on the model
– Slight design variances, such as different placements of patterns
– Slight size variation from measurements
– Self inflicted damage of the product
– Customer’s subjective opinions on product quality

The exchange / refund process for defected items will commence once we have received the defect item back. Defect items are to be shipped back within 7 working days (MALAYSIA), 10 working days (OUTSIDE MALAYSIA) upon item received.

Please do not hesitate to contact us at help@hookclothing.com, and our customer service team will be more than happy to assist you.