Shipping & Returns
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 firstname.lastname@example.org 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 also understand that it is part and parcel of online shopping. We can help each other and the environment by shopping consciously.
If you would like to return your item, please send us an email: email@example.com
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.
We reserve the right to refuse return of any item that does not meet our conditions. Items that appear visibly worn 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 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 delivery provider will send you an email or text message 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 firstname.lastname@example.org. We will either resend the item or issue a refund.
We are based in the UK. If you live in a country where duty 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.