PLEASE READ THE TERMS AND CONDITIONS IN FULL BEFORE PURCHASING
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 24 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.
Kindly ensure that you gave us your full name up to-date address and your mobile number. Orders with incomplete or incorrect information may result in a returned or delayed delivery. We will not be held responsible for any returned parcel due to incomplete or incorrect details provided.
All orders are packed for delivery with the next 1-2 business days (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.
Tracking numbers are provided automatically via email once your order has been completed. If you do not receive this email, please check your spam / junk folder. Hook Clothing is not responsible for the parcel once it has been shipped, and it is the buyer’s responsibility to follow up with the respective courier regarding their parcel if necessary.
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 or DHL eCommerce at 03-8065 8032 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 for Sabah / Sarawak, and DHL eCommerce for Peninsular Malaysia.
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. Please note, due to prior experience with other couriers, only Pos Laju or Nationwide Express is advised for Sabah / Sarawak orders.
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 Coupon” 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.
PRODUCT INFORMATION AND REPRESENTATION OF ITEMS
The prices displayed on our website are quoted in Malaysia Ringgit (RM).
Measurements may vary 1cm-3cm as items are mass produced and items are measured manually. In such cases, it will not be considered a defect and no exchanges will be carried out.
Differences in colour or brightness may occur, due to studio lighting and / or monitor of your computer or phone device screen monitor. Although we try our best to accurately portray the actual colours, slight differences are expected to occur due to lighting conditions while shooting the product. This applies especially for brighter tones. Requests for exchange or return due to such reason will be declined.
Printed fabric items, example floral printing, please take note that each of prints will differ for every piece due to cutting process and placement of the fabric. As such, please expect slight variations of your product from the modeled image.
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, slight black stains (especially on white or light coloured fabrics) 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.
RETURN / REFUND POLICY
We do not accept refunds or exchange once your order & payment is made. Customers have the responsibility to ensure the size (if applicable), colors, designs, and quantity of their order before checking out.
Refunds will strictly not be allowed under the following circumstances, and strictly not applicable for sale or promotional items:
– Dislike item / item doesn’t suit me
– Wrong item purchased
– Item does not fit (for all One Size items)
– Different placements of prints
– Slight variances in measurements
– Colour variances
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 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.
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 [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.
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.
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.
Please do not hesitate to contact us at [email protected], and our customer service team will be more than happy to assist you.