Refund and returns policy
Retail orders
Not completely satisfied? We offer returns on most retail items within 30 days of delivery. You can choose a refund or an exchange, subject to the conditions below.
If your order arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery. Send your order number and a photo of the item and the packaging.
- You can choose a replacement or a refund of the item price.
- Where the fault is ours we cover return shipping.
- Where you have simply changed your mind, the item must be unworn, in its original
packaging, and return shipping is at your cost. Contact us first — returns sent without
prior agreement cannot be processed.
Wholesale orders
Wholesale and bulk orders are produced or picked to your specification. They are not
returnable for change of mind. Claims are handled as follows:
| Visible defects or short shipment | Report within [7] days of receipt, with photos and the carton count |
|---|---|
| Latent defects | Report within [30] days of receipt |
| Shade / size tolerance | Variation within industry tolerance is not a defect — it is a normal characteristic of knitted goods |
| Remedy | We replace the goods, issue a credit note, or refund the affected amount, at our option |
How to raise a claim
- Email [email protected] with your order or
invoice number. - Attach photographs of the goods and the packaging, plus the carton label if relevant.
- We confirm within [2] business days and agree the remedy in writing.
Cancellations
Retail orders can be cancelled any time before dispatch. Wholesale orders can be cancelled
before picking. Bulk production orders can be cancelled before the yarn has been committed;
after that point the deposit is not refundable, since materials have been purchased and
machines scheduled.