Refund policy

Returns & Refund Policy

Overview

At Hooked on Crochet Design (HOCD), each item is carefully handcrafted with attention to detail and quality. Due to the handmade nature of our products, slight variations may occur and are not considered defects.

We want you to be satisfied with your purchase. Please review our policy below before placing your order.

Returns

  • Items must be returned within 14 days of delivery
  • Items must be unused, unworn, and in original condition
  • Items must be returned in original packaging
  • Customer provides return shipping
  • No restocking fee
  • No final sale items

To initiate a return, contact us at:
hello@hookedoncrochetdesign.com

Include your order number, the reason for the return, and photos, if applicable.

Non-Returnable Items

  • Custom or made-to-order items
  • Personalized items
  • Earrings (for hygiene reasons)
  • Sale or discounted items
Please note:
Custom and made-to-order items are final sale and cannot be returned.

Refunds

Once your return is received and inspected, you will be notified of approval or rejection.

  • Approved refunds are issued to your original payment method
  • Processing time is 5–10 business days
  • Shipping fees are non-refundable

Exchanges

We only replace items if they are defective or damaged during shipping.

Contact us within 48 hours of delivery with clear photos.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us within 48 hours of delivery.

  • We will replace the item at no cost
  • Or issue a full refund if replacement is unavailable

Return Shipping

  • Customers are responsible for return shipping costs
  • Shipping costs are non-refundable
  • We recommend using a trackable shipping service

HOCD is not responsible for lost return packages.

Custom  Order

Custom orders are made specifically for the customer and may not be eligible for return, exchange, or cancellation once work has started.

A 50% non-refundable deposit is required before work begins. This deposit reserves your place in the custom order queue and helps cover planning, time, and materials.

The remaining balance must be paid before the completed item is shipped or released.

Small changes may be possible before work begins. Once the design has been confirmed and work has started, changes may be limited and may affect the final price or timeline.

Colours may appear slightly different depending on screen display, lighting, yarn dye lots, and material availability.

After you add/check that section, the next best step is to test your full custom order journey: form submission, email notification, quote reply, and deposit payment setup.

Order Cancellations

Orders may be cancelled within 12 hours of purchase.

After this period, orders may already be in production or processing, and cancellation may not be possible.

Custom Orders

  • All custom orders are final sale
  • Non-refundable and non-exchangeable
  • No changes once production begins

Late or Missing Refunds

If you have not received your refund:

  • Check your bank account
  • Contact your credit card provider
  • Contact your bank

If the issue persists, contact us at:
hello@hookedoncrochetdesign.com

Need help?

For all return and refund inquiries, contact us at:
hello@hookedoncrochetdesign.com