To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and labels, and in its original product packaging. You’ll also need the receipt or proof of purchase so please enclose a copy of your invoice in the package before sending it to us.
To start a return, you can contact us at firstname.lastname@example.org or fill in the return form. If your return is accepted, we’ll send you a return address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please be aware that customers are responsible for the cost of return shipping. We recommend that you use a traceable service and keep hold of your proof of postage until your refund has been issued. We are not held liable if the parcel you have sent to us is lost in transit.
If you have returned the Products because they are faulty or misdescribed, as long as the fault is not due to misuse (including use contrary to the manufacturer’s instructions) or normal wear and tear, we will refund the price of the Products in full, together with any applicable delivery charges.
You can always contact us for any return questions at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded, on your original payment method, the price you paid for the Products after deducting any reduction in the value of the Products that have been caused by your handling them in an unacceptable manner or damages during delivery caused by insufficient packaging. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Yarn Kits may be returned only as a whole kit, we are unable to accept the return of part kits.
Digital Patterns Refunds
Digital Downloads are non-refundable once downloaded unless there is a fault. In the case of a fault with digital pattern downloads, please contact us here, within 30 days of purchase. It is your responsibility to download the pattern(s) and check that for faults within this period. We will not be able to issue a refund after this time.
Under the Consumer Contracts Regulations, digital downloads are neither goods nor services, meaning the law is a little different. If you want to download something within 14 days of buying it (what is known as the 'cooling-off’ period), you will have to give your consent to waive the 14-day cooling-off period.
If you do not give your consent, the 14-day cooling-off period still applies, however, you will not be able to download your digital content until this period has ended. This is to stop you from changing your mind after you have downloaded the content.