The terms, policies and conditions described below govern the use of Hook Clothing. Your use and/or placement of any order constitutes your agreement to follow and be bound by these terms stated. We may change the Terms & Conditions, from time to time, without prior notice.
Please note that items in your cart are not secured until you have submitted your order successfully and may sell out during the process. Items are sold on a first paid, first served basis, thus having the item in your cart does not guarantee that the item is reserved.
All payments are required to be made within 48 hours for cash deposit orders. Orders will be canceled with or without prior notice if payment is not successfully received during this period. A re-order can be made if the item(s) is still available.
Once your order is submitted, we cannot add or remove items from your order. All sales are final and strictly no cancellations or exchanges are allowed once payment is received.
All orders are packed for delivery by the next business day (excluding Saturdays and Sundays) once payment is received successfully.
In the event that the package is returned to us due to the customer’s error in indicating the incorrect and/or insufficient address, or in the event that there is a failed delivery (due to non-collection from the Pos Laju centre), a re-delivery fee would be charged and be payable by the customer.
Hook Clothing is not responsible for any damage or loss of parcels once shipped, or any negligence on behalf of our logistics service provider. In the unlikely event that the parcel is lost / damaged, please contact the Pos Laju help center at 1300-300-300 to make a report and for further assistance.
Packages are shipped via Easy Parcel, with Pos Laju being the primary 3PL (third party logistics) company
In the event that you require delivery via a different courier company, kindly indicate in the customer provided notes. The other couriers that we accept: DHL e Commerce, SkyNet, ABX, Nationwide Express, Airpak.
Pos Laju is preferred, as this is our primary 3PL, and delay in pick up and shipment may occur if selecting other service providers.
Packages are shipped via registered postage which includes a tracking number and signature confirmation upon delivery.
If you have a referral or discount code, you can enter it during the checkout process. Once you have entered the code, click the “Apply Discount” button to receive your discount.
Please note that voucher codes only apply when entered into the system and will not be valid for redemption through email after the order has been placed. It is not redeemable for cash or credit.
The prices displayed on our website are quoted in Malaysia Ringgit (RM).
We make an effort to display the colours of our products as accurately as possible. However, the actual colours you see depend on the resolution of your monitor screen. Hence, we cannot guarantee that your computer monitor’s display of any colour will be accurate.
All purchases are non-exchangeable (except in the case of defected item) and non-refundable.
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 [email protected] with a picture of the defect within 3 days.
We will evaluate the defect, and offer the following options in the event that the item is categorized as a defect:
– a replacement item with your next purchase, of the same design
– a replacement item with your next purchase, of the same value, should the item originally ordered be out of stock
– we will issue a coupon code for the value of the item paid, which can be used for your next purchase. If the item was purchased on discount via a coupon code, we will issue the value of the coupon as equivalent to the amount paid, not the original listed price of the item.
Exchanges at our shop is allowed for defected items only. Exchanges because an item does not fit is not allowed, as the measurements are available on our site.
We reserve the rights to determine what can be categorized as a defect, and can include holes in the material, broken zippers, missing buttons, tears in the material, printing flaws (unless otherwise pointed out in the post description). Loose threads, visible stitching, skips in the stitching etc. are NOT classified as defects, and does not qualify for replacement or exchange. Simply put, if the garment is still wearable, and any physical defects are out of sight, it is not eligible for exchange / replacement.
Please do not hesitate to contact us at [email protected], and our customer service team will be more than happy to assist you.