RETURNS & CANCELLATIONS
P&P will be calculated at the checkout according to the type of postage you’ve chosen, where it’s going, and its weight and size.
Within the UK
We offer a choice of Standard Delivery, 1st (£4.99) and 2nd (£3.99) Class Royal Mail and Royal Mail Special Delivery (£8.99, 1pm next day). UK Standard Delivery should be with you within 2-3 working days as specified by Royal Mail. Please note that orders for next day Special Delivery must be placed before 12noon. We may not be able to fulfil all requests for Royal Mail Special Delivery on the same day of order; if for any reason we’re unable to do so, we will let you know by email as soon as possible. Orders in the UK over £50 are free!
Royal Mail International Tracked & Signed. Royal Mail aim to deliver in 3-5 working days.
Rest of World
Royal Mail International Tracked & Signed. Royal Mail aim to deliver in 5-7 working days.
We will do our very best to post your items the same working day, but if we are unable to, your items should go out the next working day. Orders on a Friday may not go out until Monday.
Delivery times will vary according to the postage type you’ve chosen, and where it’s going to – see “how much is postage?” for info. Please note that UK orders for next day Special Delivery must be placed before 12noon. We may not be able to fulfil all requests for Royal Mail Special Delivery on the same day of order; if for any reason we’re unable to do so, we will let you know by email as soon as possible. If you have any special requests for delivery, please let us know.
Delivery times are provided to us by Royal Mail (and international postage relies on postal services around the world!), so once your package has left our knit cave, it could take longer than stated.
We’re closed between Christmas and New Year, and as we’re a small business, we sometimes need a wee (the Scottish kind) break, so we’ll let you know via the website if orders might be delayed because we’re away. You can still place orders, and we’ll process them on the first working day after our holiday.
Please note that UK orders for next day Special Delivery must be placed before 12noon to give us time to pack and process them. We may not be able to fulfil all requests for Royal Mail Special Delivery on the same day of order; if for any reason we’re unable to do so, we will let you know by email as soon as possible. If you have any special requests for delivery, please let us know.
We post everywhere! We’ll post to the UK, Europe and the rest of the World (zone 1 and 2).
Zone 1 is North & South America, Africa, The Middle East, The Far East and South East Asia.
Zone 2 is Australia & New Zealand, Singapore and other Indian Ocean territories and islands.
Please be advised that if you're outside of the UK, your international package may be subject to import taxes, customs duties and other fees that are levied by the destination country and over which we have no control. Unfortunately we can't estimate these fees for you - so if in doubt, please check with your local customs or postal service.
We do our very best to use sustainable materials in our print and packaging whenever possible, and as our business grows we'll be investing more in recycled and recyclable materials.
If we post things that may need reinforcing (e.g. needles on their own), we may use recycled cardboard to strengthen the package.
If you’ve ordered something and it hasn’t arrived, the first thing to do is let us know. Royal Mail have an outline of intended delivery times (see “Shipping”), but sometimes things do go astray. If you haven’t received your item and you’d like to cancel, you need to let us know within 30 days of your purchase, and we’ll arrange to refund you – although if the goods arrive with you, you’ll need to return them to us at your own cost (we strongly recommend you get proof of postage, as we can't guarantee we will receive your items back!).
If you no longer want what you bought, you need to tell us within 14 days of receiving it that you’d like to return it. You don’t have to tell us why you are returning what you bought, although we’ll generally find it very useful (and will be grateful to you!) if you do. All the details of how you need to tell us are on our Sales T&Cs page. Once we’ve received and acknowledged your request to cancel your purchase, you’ve got another 14 days from the date you told us you want to return it, to actually return it. Please note that due to the nature of the item, instant downloads (e.g. pdfs of patterns and email gift vouchers) aren’t included in the return policy.
Once we receive notification that you’re returning your purchase, you need to post it back to us, taking care that you have returned everything to us in such a way that we will be able to re-sell it. That means returned unused, undamaged, and in its original condition and packaging. If we receive your purchase back and there’s anything wrong with it to make it unsaleable, we may need to make a deduction from what we pay back to you to cover it, in which case we’ll be in touch to explain why. We strongly advise you get a proof of postage from the post office, as you will need evidence of your return. All this is detailed in more info on our Sales T&Cs page.
If you cancel your order, we’ll reimburse you within 14 days of receiving the item(s) back here at Knit Kit Co central, or within 14 days of receiving evidence from you of you returning the goods (proof of postage) – whichever comes first. You will have to bear the cost of returning the item back to us, but we’ll pay you back for what you originally paid for the goods, and what you paid for postage at the time of purchase. All this is detailed in more info on our Sales T&Cs page.