Getting in contact with us

How to contact us. You can contact our Customer Services Team at info@offthehooklondon.com. Alternatively, you can write to us at Mirza House, Sherbourne Drive, Tilbrook Milton Keynes, MK78HY, United Kingdom.

If something is wrong with your order. 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. If you are asked to return the goods to us, please follow our returns guidance. We will pay the cost of postage if the goods are proven to be faulty or misdescribed, otherwise you will be required to pay.

Alternatively, if we have sent you the wrong goods, we will refund you in full: however, in order to make this refund, we will first require the return of the incorrect items. We will pay the cost of postage if the goods are indeed incorrect, otherwise you will be required to pay. For information about making a return, please see our please see our returns guidance.

How to make a complaint. If you wish to raise a complaint, you can write to us at Mirza UK Limited Customer Complaints Department, Mirza House, Sherbourne Drive, Tilbrook Milton Keynes, MK78HY, United Kingdom or email info@offthehooklondon.com, giving your order number and the full details of your complaint. We will respond within 14 days of receiving your letter or email, with a suggested course of action.

If we cannot resolve your complaint. If we are unable to resolve your complaint via our internal complaints procedure, you may - at that point only - refer to Retail ADR. This is a free-to-use Alternative Dispute Resolution organisation, approved by the Chartered Trading Standards Institute to undertake independent complaints reviews, pursuant to the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Complaints can be raised to Retail ADR in the following ways:

If we cannot resolve your complaint. If we are unable to resolve your complaint via our internal complaints procedure, you may - at that point only - refer to Retail ADR. This is a free-to-use Alternative Dispute Resolution organisation, approved by the Chartered Trading Standards Institute to undertake independent complaints reviews, pursuant to the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Complaints can be raised to Retail ADR in the following ways:

online, by completing RetailADR's complaints form at www.cdrl.org.uk/retail-adr/; or by post, using the RetailADR paper complaints form, which can be downloaded from www.cdrl.org.uk/retail-adr/. Please be aware that when submitting your complaint, this will be your only opportunity to produce any facts or evidence that you consider relevant to your case. Once you have submitted your complaint, RetailADR will complete an initial assessment and refer the matter to us. Should you have any questions, RetailADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, available at www.support.cdrl.org.uk. Please be advised that it can take 90 calendar days for a final determination, once RetailADR has received all the information from both us and you.

If throughout this process, you want to better understand your legal rights, you can visit the Citizens Advice Bureau at www.citizensadvice.org.uk.

How we contact you. If we need to contact you about your order or to respond to an enquiry or complaint, we will do so by telephone or by writing to you at the email or postal address you have provided to us.