Provided an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around Fair Use.

If you return an item requesting a refund within 14 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. To request a return, please send us an email on info@offthehooklondon.com which includes your name, order number and reason for return.

If any goods you receive are faulty or have been misdescribed, we have a duty to replace or repair them, or refund you in full. If this applies to you, contact us as soon as possible at info@offthehooklondon.com, giving your name, order number and a description of what is wrong with the goods. If the goods are faulty, do not attempt repair yourself. In certain circumstances, you may be asked to evidence that the fault has not arisen since receipt. We aim to refund you within 14 days of receiving the returned item.

Your right to cancel an order

• if there is something wrong i.e. we have sent you faulty, misdescribed or incorrect goods (see section 2.2);
• because of our actions (see section 8.2);or
• because you have changed your mind (see section 8.3).

For clarity, nothing in these terms and conditions affects your legal rights.

Exercising your right to change your mind - Returns For most goods bought online, you have a legal right to change your mind within 14 days of receipt (“the cooling-off period”) and receive a refund.

Additionally, the following terms apply:

• unless the goods are faulty or misdescribed, or we have sent you the wrong items (see section 2.2), you will be responsible for paying the cost of the return; and
• if your excessive handling of the goods has caused damage, we may reduce your refund in order to reflect any reduction in the value of the goods. Equally, if we refund you the original price before we are able to inspect the goods and later discover you have handled them in an unacceptable way that has caused damage, you will be asked to pay an appropriate fee.

How we will refund you
Where we refund you, we will use the same method as you used for payment. Refunds will be made as soon as possible, and no later than 14 days after the goods have been returned to us.