Shipping and Returns
As a small business, we take pride in providing personalised service to our valued customers. To ensure efficiency and maintain our high standards, we ship products twice a week via first class signed for and tracked.
Please note - all international orders will be subject to VAT & Duty. This includes Europe and Ireland. Please calculate what your shipping costs will be. If an order is refused by a customer when issued with duty/vat costs - we cannot refund the item until it is 'returned to sender'. This can take weeks and is out of our control. Please be aware of this.
Once dispatched you will be sent a shipping email with your tracking number. Please check your junk if you haven't received it. Rest assured, your orders are in good hands and will reach you promptly.
Thank you for supporting our small business.
Incorrect or faulty items
Being a family run business, we do make mistakes from time to time!
If you have bought a hand knitted item:
Please remember, this jumper has been completely made by hand. There will be ends tied by hand, and occasionally tied ends that poke out, you can just poke these back through. Please remember when comparing this jumper to machine made items, that it will look handmade and have imperfections.
If you've received an incorrect or faulty item, please email us at email@example.com with your order number, and a brief description of the problem. We will do everything we can to sort it out.
Please consider the impact returns have on us as a small, family-run business.
We understand that returns are part and parcel of online shopping. We can help each other and the environment by shopping consciously. Please read all info available on the website.
If you would like to return your item, please send us an email: firstname.lastname@example.org
This email must be sent within 14 days of delivery.
We ask that you help us by sending your unwanted items back carefully folded just like you have received it, thank you.
Tote Bag: Due to the tote bag being a free gift included with a knitwear purchase, please return this with your item. If you would like to keep the tote bag, we will deduct £10 from the return.
**We reserve the right to refuse return of any item that does not meet our conditions. Items that appear visibly worn or marked are not eligible for return.**
Posting the return
Customers are responsible for the cost of returning items back to us.
Orders may be returned using any postal method of your choice, provided that it is returned to us by the due date. We strongly encourage you to send returns by a tracked service as we can not take responsibility for items damaged or lost in the return transit.
For your own peace of mind, you should keep your postage receipt with a tracking number until you have received your refund.
Please allow any refund time to show up in your account or on your card. We are such a small team, refunds are processed 2x a week.
We are based in the UK. If you are outside of the UK, please write "RETURNED GOODS" and YOUR ORIGINAL ORDER NUMBER on the outside of the parcel - this will help speed up the returns process!
Please note if you are returning from the EU please clearly mark package as "BRITISH RETURN" to avoid additional charges.
Deliveries are occasionally delayed, as I'm sure you are aware, and we ask for your patience.
When we dispatch your order, the website will send you an email with track-and-trace information.
The vast majority of items are delivered on time, but for the few that run late, please use the track-and-trace information to find out when your parcel is due.
In case of problems, please contact the delivery provider directly.
Very rarely, parcels are so late that they are regarded as lost. The amount of time after dispatch that it takes for a parcel to become officially lost varies according to the delivery provider as well as your location.
Please check the delivery provider’s website for details. For Royal Mail Tracked 48, a parcel is not generally regarded as lost until the due date plus 7 working days.
If your parcel is lost, please contact as at email@example.com
We will either resend the item or issue a refund.
We are based in the UK. If you live in a country where duty and VAT/Tax is payable on goods sent from the UK, please note that this is not included within the cost of the item. Customers are liable for their duty costs.
If you wish to exchange your unworn item please email us at firstname.lastname@example.org
Unfortunately, we can't accommodate international exchanges, instead, you will be given a credit note or refund.