Returns and cancellation

Alison Thomas is the sole trader trading as Tote-Ali Hooked.

This is the correspondence and returns address for the online business, not a shop or customer collection point. Please email before sending a return so Ali can identify it and provide the right instructions.

Where the UK cancellation right applies to a standard, non-personalised bag, tell us within 14 days of delivery that you want to cancel. You then have another 14 days to send the item back.

For a change-of-mind return, you normally pay the return postage. Please contact Ali for return instructions before sending anything.

The 14-day cancellation right may not apply to items made to your specifications or clearly personalised. If you are unsure whether this applies to your order, please ask before ordering.

If your bag is faulty or not as described, contact Ali with your order reference and explain the problem. Your statutory consumer rights still apply, including to custom orders.

Where the statutory cancellation right applies, the refund is made within 14 days of receiving the returned item or evidence that it was sent back, whichever is earlier. The refund includes the standard outbound delivery charge, but not any extra paid for a premium delivery method. A deduction may be made if handling beyond what is needed to inspect the item reduces its value.

Email ali@totealihooked.com before sending anything, quoting your order reference and whether you want to cancel or report a problem.

You may use any clear statement or download the model cancellation form. Using the form is optional.