Studio Policies & Legal Notices
Everything you need to know about our handcrafted production, non-refundable material deposits, privacy terms, and payment processing.
๐ซ Strict No-Refunds Policy
Refund policy is strictly no refunds upon purchase. Every Hook and Chain piece is an individually handcrafted artisan creation, and custom commissions are made strictly to customer specifications. Because of the bespoke, labor-intensive nature of hand-crocheted goods, all sales are final upon placement.
๐งถ Mandatory Non-Refundable Deposit for Materials
A deposit is strictly required in order to source materials (including custom yarn skeins, hardware, chains, lining, and notions) and reserve dedicated workshop production time. Because materials are purchased and committed immediately upon order confirmation, all deposits are 100% non-refundable under all circumstances.
1. Scope of Final Sale Policy
This policy applies universally to:
- Custom bespoke commission requests and custom color/yarn orders.
- Ready-to-ship and ready-made inventory bags.
- Rush workshop fees, custom add-ons, and shipping costs.
2. Structural Craftsmanship Guarantee
While all sales are final, we stand fully behind the structural integrity of our artisan work. If your handcrafted bag exhibits a verified structural defect in craftsmanship upon delivery, please contact us within 48 hours of receipt at hookanchain@gmail.com with clear photographic documentation. We will promptly review and arrange repair or adjustment.
1. Artisan Handcrafted Production
Each Hook and Chain bag is handcrafted stitch-by-stitch by our independent artisan studio. Due to the handmade nature of crochet, minor variations in texture, stitch gauge, and yarn dye lots are natural characteristics of genuine artisan work and celebrate individual craft authenticity.
2. Production Timelines & Queue
Lead times begin once your non-refundable material deposit or full order payment has been confirmed. Standard production queues typically range from 7 to 14 business days depending on yarn sourcing availability and studio workload. You will receive live email updates as your piece enters the workshop queue, begins crocheting, and completes final assembly.
3. Order Confirmation & Non-Refundable Deposits
Once an order is submitted, materials are ordered immediately. Deposits held to procure yarn, notions, and chains cannot be returned, cancelled, or transferred to other products.
4. Accepted Payment Gateways & Installments
Hook and Chain provides secure, PCI-compliant online checkout across two primary systems:
- Square Online Checkout (Primary Gateway): Full support for ๏ฃฟ Apple Pay (on Safari and iOS devices), Google Pay, major credit & debit cards (Visa, MasterCard, Amex, Discover), Cash App Pay, and Afterpay Pay-in-4 installments.
- Stripe Checkout (Secondary Gateway): Seamless integration for Klarna Pay-in-4 interest-free installments, splitting payments across 4 manageable monthly installments.
5. Delivery & Local Studio Pickup
Customers may select between insured nationwide shipping with tracking provided, or free local studio pickup. Local pickup items must be collected within 14 calendar days of completion notice.
1. Data Collection & Use
We collect your name, email, and specific bag selections strictly to fulfill your custom order and send order updates or digital receipts. We do not use your information for unsolicited marketing.
2. Secure Payment Processing
All online payments are handled securely through third-party gateways. We use Square as our primary payment processor and Stripe as our secondary processor. Hook and Chain never directly accesses, collects, or stores your payment card numbers.
3. Data Storage & Sharing
Your order details are securely recorded in our private Google Sheets database solely for fulfillment and inventory tracking. We do not sell, rent, or trade your personal information, sharing data only with necessary third-party platforms (including Square, Stripe, and automation tools) strictly as required to process your transaction.
4. Contact Us
For questions regarding your personal information, please visit hookandchain.co or email us directly at hookanchain@gmail.com.
๐ณ Credit Card Surcharge Notice
If you use a credit card, we will charge an additional 2% fee and any applicable taxes to help offset processing costs. This is not more than we pay in fees.
1. Purpose of Surcharge
As an independent, handcrafted artisan studio, merchant processing services charge transaction fees on every credit card payment. The 2% fee directly offsets merchant gateway processing charges and is never higher than the actual interchange and processing costs incurred by our studio.
2. Payment Method Overview
Customers have access to multiple checkout options:
- Primary Checkout (Square): Apple Pay, Google Pay, Afterpay Pay-in-4, Cash App Pay, and credit/debit cards.
- Flexible Financing (Stripe): Klarna Pay-in-4 interest-free installments.
Square Online Checkout (Primary) โข Stripe Klarna Pay-in-4 Integration
