Frequently Asked Questions

ORDER & PAYMENT

Do I need an account to make a purchase on Hooks & Hoops?

No, an account is not necessary. You may choose to checkout as a guest. However, we recommended registering an account for faster checkout in future and to track the status of your order.

What payment methods do you accept?

We accept payments via Visa, Mastercard, American Express debit or credit cards, Apple Pay, Google Pay, and PayPal.

Can I cancel or make any changes to my order after confirmation?

Unfortunately, orders are non-cancellable once payment has been made.

DELIVERIES

Where do you deliver to?

At the moment, we only deliver to Singapore.

What are the available delivery options?

SingPost has revised its Ordinary and Registered postal services to accept only letters and printed papers. With effect from 2 December 2019, packages may only be delivered via Basic Package and Tracked Package.

Singpost Basic Package
(Letterbox - No Tracking, 2 - 4 working days):

A basic letterbox package delivery service which will cost between $0.90 and $3.50 depending on parcel weight. It does not offer customers any form of tracking or notification for their deliveries. Mail and packages that do not fit in the letterbox will be forwarded to a designated post office for collection.

Singpost Tracked Package
(Letterbox - With Tracking, 2 - 4 working days)
A letterbox package delivery service, priced between $3.20 and $4.80, offering delivery progress tracking as well as notifications for the recipient. Customers will be kept updated on their package deliveries with enabled tracking and will SMS notification upon delivery. Mail and packages that do not fit in the letterbox will be forwarded to a designated post office for collection.

Speedpost Economy Singapore
(Deliver to Doorstep, With Tracking
3 - 5 working days)
A $6.00 delivery fee for orders up to 2kg. If you choose this option, please ensure that there will be someone to receive and sign for your parcel at the delivery address. In the event of unsuccessful delivery, item will be delivered to a designated post office.

Do you offer free delivery?

At the moment, we only offer free delivery in Singapore for orders above SGD $60.

How long will my order take to arrive?

Please allow us 1 - 3 business days to process and ship out your order. Depending on the delivery method you choose, the delivery itself will take another 2 - 5 working days.

RETURNS AND EXCHANGES

What is your return policy?

All products will be checked for quality before being shipped. Due to hygiene purposes, there will be no returns, exchanges, or refunds on all earrings.

I received a faulty or incorrect item.

In the unlikely event that the item you received is faulty or incorrect, please contact us within 7 days of receiving the product, at info@shophooksandhoops.com with your order number, product details, description of issue, and picture proof, if necessary.

STILL HAVE ANY QUESTIONS?