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 (SINGAPORE)

Where do you deliver to?

We deliver to Singapore, Malaysia, Australia and United States.

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 15 October 2020, 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 be a flat rate of SGD $1.50 for items up to 2kg. All Basic services for packages will be delivered to the letterbox within two working days, down from the previous service standard of three working days. 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. Shipping rates will be automatically calculated at checkout.

Singpost Tracked Package
(Letterbox - With Tracking, 2 - 4 working days)
A letterbox package delivery service costs a flat rate of SGD $3.00 for items up to 2kg, 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. Shipping rates will be automatically calculated at checkout.

Speedpost Standard
(Deliver to Doorstep, With Tracking
3 - 5 working days)
A next-day parcel doorstep delivery service with a SGD $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. Shipping rates will be automatically calculated at checkout.

Do you offer free delivery?

We offer FREE Basic Package delivery (no tracking) in Singapore for orders above SGD $30, and FREE Tracked Package for orders above SGD $60

How long will my order take to arrive?

Please allow us 1 - 2 business days to process and ship out your order. Depending on the delivery method you choose, the delivery itself will take another 2 - 4 business days.

DELIVERIES (MALAYSIA)

Where do you deliver to?

We deliver to Singapore, Malaysia, Australia and United States.

What are the available delivery options?

Singpost Basic Package - No Tracking

A basic package delivery service, without tracking details, costs SGD $3.50 for packages weighing 250g or less. For packages weighing more than 250g, basic package delivery will cost SGD $5.70. Shipping rates will be automatically calculated at checkout.

Please refer to Singpost for more information here.

Singpost Registered Package - With Tracking

A registered package delivery service costing SGD $7.10 for packages weighing 250g or less. For packages weighing more than 250g, registered package delivery will cost SGD $9.30. Shipping rates will be automatically calculated at checkout.

Online tracking with scan status up to the despatch of the item from Singapore to overseas is available for all MY destinations. Tracking information after despatch from Singapore is subjected to the destination post's availability.

In the event of loss of registered article, the maximum liability of SingPost is limited to S$68 per article or the declared value of the item, whichever is lower. Other terms & conditions apply.

Please refer to Singpost for more information here.

Do you offer free delivery?

For Malaysian orders, we offer FREE Basic Package delivery (no tracking) for orders above SGD $60, and FREE Tracked Package for orders above SGD $100

How long will my order take to arrive?

Please allow us 1 - 2 business days to process and ship out your order. Depending on the delivery method you choose, the delivery will take another 5 - 10 business days approx. to arrive at major cities/office of mail exchange (Johor Bahru, Kuala Lumpur, Kuching, Kota Kinabalu).

DELIVERIES (UNITED STATES & AUSTRALIA)

Where do you deliver to?

We deliver to Singapore, Malaysia, Australia and United States.

What are the available delivery options?

Singpost Basic Package - Airmail - No Tracking
(10 - 16 Business Days)
(AU: 7 - 14 Business Days)

A basic package delivery service, without tracking details, costs SGD $8.30 for packages weighing 250g or less. For packages weighing more than 250g, basic package delivery will cost SGD $17.50. Shipping rates will be automatically calculated at checkout.

Please refer to Singpost for more information here.

Singpost Registered Package - Airmail - With Tracking
(US: 10 - 18 Business Days)
(AU: 7 - 14 Business Days)

A registered package delivery service costing SGD $11.90 for packages weighing 250g or less. For packages weighing more than 250g, registered package delivery will cost SGD $21.10. Shipping rates will be automatically calculated at checkout.

Online tracking with scan status up to the despatch of the item from Singapore to overseas is available for all US & AU destinations. Tracking information after despatch from Singapore is subjected to the destination post's availability.

In the event of loss of registered article, the maximum liability of SingPost is limited to S$68 per article or the declared value of the item, whichever is lower. Other terms & conditions apply.

Please refer to Singpost for more information here.

Do you offer free delivery?

At the moment, we only offer free delivery for Singapore and Malaysia orders.

How long will my order take to arrive?

Australia
Please allow us 1 - 2 business days to process and ship out your order. Depending on the delivery method you choose, the delivery will take another 7 - 14 business days approx. to arrive at major cities (Sydney, Melbourne, Perth).

United States
Please allow us 1 - 2 business days to process and ship out your order. Depending on the delivery method you choose, the delivery itself will take another 10 - 18 business days approx. for United States deliveries to major cities/office of mail exchange (San Francisco, New York, Honolulu).  

Taxes and Duties

Please note that taxes and duties may apply in your country/region. Taxes and duties will need to be borne by you, if applicable.

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.

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