Hoodlums UK 

Respuesta de Hoodlums UK

14 ago 2026

Hi Scott,

Thank you for taking the time to leave your feedback. We’re sorry to hear that the experience surrounding your return caused you frustration, and we appreciate the opportunity to provide some context around the communication and timeframe involved.

We completely understand that when returning an item, customers want reassurance that it has arrived safely and an indication of what happens next.

In this instance, your return was delivered to us over the weekend, outside our normal customer service and returns operating days. During this period and shortly afterwards, we received a number of follow-up emails requesting updates and immediate action on the return.

Our returns process requires an item to be received and inspected before it can be completed. As the parcel had arrived outside our normal operating days, our team had not yet had the opportunity to carry out that process when a number of those follow-up communications were received. Once normal operations resumed, the return was inspected and dealt with promptly.

We appreciate that you were seeking reassurance and wanted the matter resolved as quickly as possible. At the same time, the absence of an immediate response over the weekend was not an indication that your concerns were being disregarded or that your return was being unnecessarily delayed. Our team simply needed a reasonable opportunity, during our normal operating days, to respond and complete the necessary process.

We are also sorry to hear that you felt your personal circumstances were not treated with understanding. We take all customer concerns seriously and would never intentionally dismiss a customer who is seeking assistance. The subsequent communication regarding future orders was a separate decision and did not affect the handling of your return.

We hope this provides some helpful context around the timeframe and communication involved. We appreciate your feedback and will continue to review how we communicate our returns process and expected response times as clearly as possible.

HOODLUMS UK

Respuesta de Hoodlums UK

20 jun 2026

Hi Esther,

Thank you for your review.

Having reviewed the matter, we can see that your exchange request was unfortunately not responded to as quickly as it should have been and we apologise for the delay.

We also noted that correspondence regarding this exchange was received from different individuals in relation to the same order, which unfortunately created some confusion during the verification process when reviewing the request.

Whilst this contributed to the delay, we fully acknowledge that the matter should have been addressed sooner and understand your frustration.

We are happy to assist with the requested exchange and have now reviewed the matter directly.

At HOODLUMS UK we take customer service seriously and regularly help customers with exchanges and sizing requests. On this occasion, we did not meet the standard of service we strive to provide and we appreciate the opportunity to put things right.

Kind regards,

Sam
HOODLUMS UK

Respuesta de Hoodlums UK

30 may 2026

Hi Blaize,

Thank you for your feedback.

We are sorry for the disappointment this experience has caused.

Whilst we fully understand your frustration, this was never a case of your order being ignored or your refund being withheld. What began as a straightforward cancellation request became subject to an external review process outside of our direct control, which significantly extended the timeline. Throughout this period, the matter was being actively worked on from our side.

We do want to clarify that contact was made with you during this process, and we have most recently sent you a detailed email explaining the full circumstances and the steps to resolve this. We are ready to conclude this matter promptly and are awaiting your response so we can do so.

We appreciate your patience and look forward to resolving this with you directly.

Kind regards,

Sam
HOODLUMS UK

Respuesta de Hoodlums UK

27 may 2026

Hi Brad,

We are disappointed to see this review, as we did respond to your return enquiry and provided full return instructions, including the return address and refund process.

We understand that waiting for a response can be frustrating, however we replied with the requested information and remain happy to assist with your return. If our email did not reach your inbox, we would be more than happy to resend the details.

We pride ourselves on providing prompt and professional customer service and are committed to resolving all customer enquiries fairly and efficiently.

Kind regards,

HOODLUMS UK

Respuesta de Hoodlums UK

14 may 2026

Hi Josh,

We’re genuinely sorry to hear you were unhappy with your experience.

Your order was successfully fulfilled and delivered on April 19th, however we understand your frustration regarding the lack of updates and delayed communication surrounding the shipment.

After reviewing this internally, we identified an issue which affected how your enquiry was linked to the order on our system, meaning your messages were not flagged to our support team as quickly as they should have been. As soon as this was identified, we reached out directly, confirmed delivery, and refunded your express shipping charge in full as a gesture of goodwill.

We appreciate your patience throughout and thank you again for giving us the opportunity to resolve this with you directly.

– HOODLUMS UK

Respuesta de Hoodlums UK

18 feb 2026

Hi Bernard,

We take claims like this extremely seriously and would like to clarify the facts of this order.

Your order was successfully delivered on 1 November 2025, and no concerns were raised with us until 7 December, over five weeks after delivery.

Our returns and issue-reporting policy (agreed to at checkout) allows 14 days from delivery to report any issues so they can be properly reviewed while the item remains in original condition.

Despite this, a chargeback was later opened with the bank claiming the product was unacceptable. We provided full evidence including delivery confirmation, communication history and product verification.
The bank completed their investigation and ruled fully in our favour.

The concern raised at the time related to minor Nike manufacturing QC variances, which are common on retail pairs and do not indicate authenticity issues.

We only sell 100% authentic products and stand by every item we supply.

If you would like to discuss this further, our support team remains available to assist.

– HOODLUMS UK