1. What products do you offer?
We offer crochet starter kits and related yarn craft materials intended for individuals interested in learning or enjoying crochet activities. Product contents are clearly described on each product page, including all the specific materials included in the selected kit.
2. How can I place an order?
Orders can be placed directly through our website by selecting the desired product and completing the checkout process. After a successful order submission, a confirmation email will be sent to the email address provided during checkout.
3. What payment methods do you accept?
We currently accept the following secure payment methods:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Supported electronic wallet payment methods available during checkout.
Available payment options may vary depending on the customer’s location and device settings.
4. When will my order be processed?
Orders are generally processed and prepared for dispatch within 1–3 business days after payment has been successfully completed. Processing times may slightly vary during public holidays or periods of increased order volume.
5. How long does delivery take?
Orders are normally delivered within 5–9 business days after dispatch. Delivery timeframes are estimates and may vary depending on destination, carrier operations, customs procedures, weather conditions, or other unforeseeable transportation-related circumstances.
6. Which delivery carriers are used?
Orders may be transported through established international carriers including:
DHL
FedEx
UPS
Comparable priority delivery services
Carrier selection is optimized based on the destination and operational requirements to ensure reliable delivery.
7. Will I receive tracking information?
Yes. Tracking updates are automatically sent to the email address provided during checkout once the order is dispatched. Notifications may be issued at important stages of the shipment process, including order dispatch, arrival at carrier processing facilities, local delivery progression, and final delivery status. Customers can use the provided information to track their shipment in real-time.
8. What happens if my order is delayed?
If an order significantly exceeds the standard delivery timeframe, customer support will initiate an investigation with the relevant carrier. If the carrier confirms the shipment is lost or subject to an abnormal delay, an appropriate resolution will be promptly provided, including:
A completely free replacement shipment; or
A full refund.
9. What is your return policy?
Customers residing within the European Economic Area have a statutory Right of Withdrawal. A purchase may be cancelled and returned within 14 calendar days from the date the goods are physically received, without the need to provide a reason.
To exercise this right, customers must contact customer support by email before the withdrawal period expires. Returned products should be sent back in their original condition with all included components. Please note that the customer is responsible for covering the return shipping costs when exercising the Right of Withdrawal for a change of mind. Refunds are processed promptly to the original payment method after the returned goods have been received and inspected.
10. What should I do if my item arrives damaged or defective?
If a product arrives damaged, incomplete, or materially different from the ordered item, please contact customer support by email as soon as reasonably possible after delivery. To assist with a swift resolution, customers will be asked to provide clear photographs showing the issue.
Where the defect or damage is confirmed, the remedy will include:
A free replacement of the affected item; or
A full refund of the affected item.
For verified damaged items, physical return of the goods is generally not required, and photographs are sufficient for our assessment.
11. When does responsibility for the goods transfer to the customer?
In strict accordance with applicable European consumer legislation, responsibility for loss or damage remains with us until the goods have been physically received by you or a third party designated by you.
12. Can I change or cancel my order?
Customers who wish to modify or cancel an order should contact customer support immediately. Requests for changes or cancellations can only be accommodated before the order has been dispatched and handed over to the carrier. Once an order has been shipped and tracking is generated, it cannot be modified or cancelled, but may still be returned under our 14-day return policy.
13. How can I contact customer support?
Email: basic@hooknestbasics.com
Telephone: +421 905 438 762
Address: Hlavná 58, 811 01 Bratislava, Slovakia
Customer enquiries may be submitted at any time. Messages are generally reviewed and responded to within approximately 24 hours.
14. How is my personal information handled?Personal information is processed strictly in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR). Further details regarding the collection and protection of your data are available in our Privacy Policy.