FREQUENTLY ASKED QUESTIONS– Hooking Hands FREQUENTLY ASKED QUESTIONS

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FREQUENTLY ASKED QUESTIONS

Is this website SSL encrypted? 

Of course! Our number one priority is to bring you a safe and pleasurable shopping experience.

SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral.

How do I make a purchase? 

We offer safe shopping and accept payment via Paypal, Credit card, Debit card or VISA. So you can choose the most suitable one for you. All products are listed in US Dollars, our system will automatically exchange your currency to make it easy for you when placing order.

When you select PayPal as the payment method, you will be linked to the PayPal site where you can make payment.

PayPal can be used to purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-check (i.e. using your regular Bank Account).  It is known as the safest way to pay online. 

How do I know if my order went through?

You will receive an email confirmation with your order receipt. 

What if I did not receive an email confirmation?

Usually this means your email was invalid or your order did not process correctly. Please write to us to confirm your order.

What if my shipping address is different than the billing address?

Check the box on the checkout page that notes your shipping is different than your billing address. It will allow you to fill out the correct information for the shipping address.

What if I need to make a change?

If you need to make changes to your order, please email us within 24 hours of placing your order and we will be happy to make the required changes. If your order has already been shipped we will not be able to change it unfortunately. Please make sure to check you have selected the right size and color to avoid disappointment.

How do I track my order?

You should receive an email when your order ships that contains your tracking number. If you haven’t received this email please contact us with your order number and we would be happy to send you your tracking number and status. Please note that the tracking information will be displayed 2-5 days after you receiving that email. 

Check out our shipping & returns page for detailed information 

How long will it take to receive my order?

Your order will be shipped within 8 business days, since most of our products are made to order. It takes between 5-20 business day for your product/s to arrive, depending on the destination. Please note, occasionally a package may take longer than expected and you should allow up to 45 business days. If your package hasn't arrived by then please get in touch with us immediately and we will refund you the total amount of your purchase. 

After your package arrives to your country, it will be handled by your country's postal service. So please kindly contact your local post when it arrives at your country. Buyers are responsible for any customs and import taxes that may apply.

Check out our shipping & returns page for detailed information 

Why did I only receive part of my order?

Not to worry, your items had to be shipped separately.

We work with different artisans worldwide, and your order more than likely contains products from more than one of our different artisans. 

Will my product look exactly the same as in the picture online?

Although we try to make it as accurate as possible, due to monitor differences, we cannot guarantee that the colors represented or shown on the website match exactly the actual product. 

What is your exchange/return policy?

Due to the amount of love, care and time put into making each product, we cannot accept your return if you simply changed your mind, so please choose carefully and we are almost sure you will love it ;). In the unlikely event that you are not 100% happy with the item or if you have received the item damaged or faulty make sure to contact us at contact@hookinghands.com. Please consider that small imperfections can appear which is the beauty of handmade and not machine-made products. 

Check out our shipping & returns page for detailed information 

You sold out of the bag I had my heart set on :(  What now?

Don't worry, we're probably hand-knitting a new batch this very moment and will restock soon. We are sure you will fall in love with a new one. Our overall approach is to embrace the uniqueness of each of our exclusive zero waste handbags. Please sign up for our newsletter to receive updates. 

How is the best way to take care of my bag? 

Keep it indoors, out of sunlight, and best stored in air-conditioned or dehumidified rooms (High humidity/Wet area can cause the natural material to decompose). In case your handwoven bag gets wet, wipe and air dry it immediately. To remove stains, you can use an old toothbrush, mix a bit of soap with water and dip the toothbrush into the mixture. You can also simply use a cloth partially wet and gently rub the stained area.