Last updated: October 8, 2026
Every HookLova piece is made to order, by hand, for you. Because of that, our policy is different from a store that ships from stock – please read it before ordering.
1. Change-of-mind returns
We do not accept returns or exchanges for change of mind, including choosing a different size, character or quote card after the item has been made.
2. Damaged, defective or incorrect items
If your order arrives damaged, defective, or different from what you ordered (wrong character, size or quote card), email [email protected] within 7 days of delivery with:
- your order number
- photos of the item
- photos of the outer packaging and shipping label (for transit damage)
Once we confirm the issue, we will either remake and reship the item at no cost to you or issue a refund. In most cases you do not need to send the item back; if we do ask for it, we will provide instructions and cover the return shipping.
3. Handmade variations
Each piece is crocheted by hand, so small differences in size, stitch pattern, colour shade and facial details compared with the product photos are normal and are not considered defects. Colours may also look slightly different on different screens.
4. Cancellations
- Within 24 hours of ordering: cancel for a full refund – just email us with your order number.
- After 24 hours: production may already have started. If your piece has not been started yet we will still try to cancel it; once crochet work has begun we cannot cancel the order.
- Delays: if we cannot ship within the time we stated, you can cancel for a full refund (see our Shipping Policy).
5. Lost packages
If the carrier confirms that your package has been lost in transit, we will remake and reship it or refund your order.
6. Not eligible for a refund
- change of mind or ordering the wrong option
- incorrect or incomplete shipping information provided by the customer
- minor handmade variations (see section 3)
- damage caused after delivery, for example by machine washing, pets or misuse
- import duties, taxes or fees charged by customs or the carrier
7. How refunds are paid
Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take a few more days to appear on your statement. When a refund is due to our mistake or a damaged/lost package, the shipping cost you paid is refunded too.
8. Chargebacks
If there is a problem with your order, please contact us first – we can almost always resolve it faster than a bank dispute.
Contact us
HookLova
Email: [email protected]
Mailing address: 25 E 40th St, Paterson, NJ 07514, USA
