How do I check my order status?

If you would like to see your order status, please check your inbox for the confirmation email we sent you. It contains your order ID which you can use to log in to your account. Then follow the link in your email, or simply head over to hookedgear.co.uk/FindMyOrder. If you did not receive an email, please check your spam. The email should arrive within 24 hours of your order. If you cannot find it, please submit a support request at help.hookedgear.co.uk.

What is your returns policy?

You can find all the details of our returns policy here: hookedgear.co.uk/returns

Can I return an item that’s been opened?

If an item is sent to you in a sealed package (like boilies for example), these products must be returned unopened, otherwise we won’t be able to accept it when it arrives.

How can I return my order to you?

If you’d like to return an item to us, please follow the link at the bottom of your order confirmation email titled, “problem with your order” or visit hookedgear.co.uk/returnmyorder.

What happens if my return is rejected?

We would only ever reject a return if we have a valid reason to, we want to ensure our customers always have the best experience shopping with us. In the event that your item has been sent back in a non-returnable state, we will contact you to inform you of this and request that you arrange a collection from our returns centre.

Can I return an item for an exchange instead of a refund?

We’re not currently able to offer exchanges, if you’d like a new size or range, please return your item for a refund and purchase the item you’d like instead from our website.

What if I’ve received a faulty item?

As soon as you discover a fault, please contact our team through hookedgear.co.uk/returnmyorder, ensuring you select Faulty Item in the relevant box. You will need to provide the below information.

  • The name of the product
  • The order number
  • details of what’s wrong with the item

We would like to resolve any issues relating to faulty items as soon as possible in accordance in line with the terms of the Consumer Rights Act 2015.

What if I’ve received the Wrong item?

All of our orders go through a validation process where they are checked against your confirmation email before they are sent out. If you do however receive the wrong item, please inform us by visiting hookedgear.co.uk/returnmyorder, ensuring you select Wrong Item in the relevant box. You will need to provide the below information.

  • The name of the product
  • The order number
  • details of what’s wrong with the item

How do I unsubscribe from marketing?

Our promise is that we will only send you discounts, never spam and you can unsubscribe at any time. If you’ve opted in to Marketing you can opt out by clicking “unsubscribe” at the bottom of any email that we send you. Alternatively you can contact us by raising a support ticket at help.hookedgear.co.uk

I’m having trouble with your website

Firstly you can try clearing your web browser’s cache and cookies. This often solves problems with websites. We have some guides to help you with this:

In Chrome

  1. On your computer, open Chrome.
  2. At the top right, click More .
  3. Click More tools. Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time.
  5. Next to “Cookies and other site data” and “Cached images and files,” check the boxes.
  6. Click Clear data.

Internet Explorer

  1. Close all Internet Explorer windows.
  2. Open a new Internet Explorer browser, then click Tools > Internet Options. …
  3. In the General tab, under Browsing History section, click Delete.
  4. In the Delete Browsing History window, select the check boxes for Temporary Internet Files and website files and Cookies and website data.

How cache & cookies work

  • Cookies are files created by sites you visit. They make your online experience easier by saving browsing data.
  • The cache remembers parts of pages, like images, to help them open faster during your next visit.

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