FAQ
Frequently asked questions
Orders and payment
How do I place an order?
Choose your product and its size or finish, add it to your basket and go to checkout. You will receive an email confirming your order, then a second email with your tracking details once it has been dispatched.
Which payment methods do you accept?
You can pay by card, Apple Pay, Google Pay or PayPal. Payments are processed securely by our payment providers; we never see or store your full card details.
Can I change or cancel my order?
Contact us as soon as possible at hello@hookandbracket.co.uk. We can change your order or delivery address as long as it has not been dispatched. After that, you can still cancel within 14 days of delivery, as explained in our returns policy.
Delivery
How much does delivery cost?
Delivery is free on every order to a UK address, with no minimum spend.
How long does delivery take?
Orders are processed within 1 to 2 working days, and most arrive within 6 to 17 days of dispatch, depending on the product. Our products are shipped directly from our suppliers' warehouses, so delivery times vary from one product to another.
Why did my order arrive in several parcels?
If you order several products, they may be sent from different warehouses and arrive on different days. Each parcel has its own tracking number.
Do you deliver outside the UK?
Not at the moment. We deliver to England, Scotland, Wales and Northern Ireland, but not to the Channel Islands, the Isle of Man or BFPO addresses.
My order has not arrived. What should I do?
First check your tracking link, as tracking can take a few days to update. If your order has not arrived within 30 days of your purchase, contact us and we will send a replacement or refund you in full.
Returns and refunds
Can I return an item?
Yes. You can cancel your order within 14 days of receiving it, then send the item back within a further 14 days. Please contact us first so we can give you the return address. Full details are in our returns policy.
Who pays for returns?
If you change your mind, the cost of returning the item is your responsibility. If the item is faulty, damaged or not as described, we cover the return and offer a replacement or a full refund.
My item arrived damaged. What should I do?
Email us within 14 days of delivery with your order number and a photo of the item and its packaging. We will send a replacement or refund you in full.
Our products
What does "walnut finish" mean?
It describes the colour of the wood, not the species. Each product page states the material and the finish, so you know exactly what you are buying.
Are the dimensions exact?
Dimensions are measured by hand and may vary by 1 to 2 cm. Each product page lists the width, height and depth of every size, so you can check the fit before you order.
How do the piano key coat racks work?
Each key folds down to become a hook when you need it, then folds back flat against the rail when you don't. With every hook closed, the rack looks like a simple wooden panel on the wall.
Fitting
Are screws and wall plugs included?
It depends on the product. Each product page states whether fixings are included.
What fixings should I use?
Use fixings suited to your wall and to the weight you plan to hang. Solid brick and stone walls need wall plugs; plasterboard needs cavity fixings or, ideally, a stud behind. Heavy winter coats put real weight on a hook, so fix into something solid wherever you can. If in doubt, ask a qualified professional.
Still have a question?
Email us at hello@hookandbracket.co.uk or use our contact form. We reply within one working day, Monday to Friday.