Ts & Cs…
Please ensure that you read the terms and conditions of sale carefully prior to purchasing from Holder & Hook. Any purchase made is deemed acceptance of these terms.
TERMS OF SALE
All prices quoted are in GBP and include VAT. Delivery costs will be added at checkout. Payment will be taken at the time of purchase and is processed via Paypal.
On occasion, order confirmation emails are redirected to spam by mail servers. In the first instance please check your junk email folder if you haven’t received confirmation of your order. IT IS THE BUYER’S RESPONSIBILTY TO CHECK PERSONALISATION BEFORE PURCHASE.
All products are subject to availability and we reserve the right to withdraw products at any time or remove / edit content on our website. Despite our very best efforts to ensure product information is current and correct, we cannot guarantee the absence of errors. If there is a clear error or omission in the product description, we will notify you prior to dispatch of your order and refund you in full if you wish to cancel your order once the information has been corrected and applied to your order.
Product imagery is offered as good representation of the product but, for reasons beyond our control, we cannot be responsible for the colour accurateness of products viewed online. Made to order or personalised products may differ slightly from product imagery but are a result of the handmade nature of these products. Please note that due to the bespoke nature of made to order products, we are unable to offer refunds on these items unless they are found to be faulty. In this rare circumstance, you will be offered a full refund or the chance to receive a replacement. If stock is unavailable and your order cannot be fulfilled, we will notify you with the option to claim a full refund or agree to wait until the product becomes available.
Orders, under normal circumstances should arrive 5 - 7 days for made-to-order products and by a maximum of 14 days for larger, or commission products. You will be advised of any delay or if the item is not available. All our UK mainland deliveries are made via Royal Mail or Parcel Force and the charges are set by them. Due to the size and weight of our items, we do not currently offer international shipping.
If for any reason you are unhappy with your purchase, please let us know. Please contact us within 7 working days of receipt on 01953 488694 or by email . All items should be returned within 14 days in a resalable condition. Personalised/made to order items may only be returned if they are found to be faulty. Where possible, we would ask that you return the item(s) with the original packaging. With the exception of faulty items, we are not responsible for return postage. Return items to Holder & Hook, Barley House, Chapel Street, Rockland St Peter, Norfolk, NR17 1UJ, unless otherwise advised. Please contact us first.
What information do we collect?
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.
How do we collect information?
When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
How do we store, use and share your information?
Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
How can you withdraw your consent?
If you don’t want us to process your data anymore, please contact us at or send us mail to: Holder & Hook, Barley House, Chapel Street, Rockland St. Peter, Norfolk, NR17 1UJ.