Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, wrapped or unused, and in its original packaging. You’ll also need your order number and product item code, which you can find in the order confirmation email. 

To start a return, you can contact us at info@theknitnook.co.uk. 

If your return is accepted, we’ll send you a return shipping label, 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. There will be a return charge of £1.99 for the return postage label which will be deducted from the refund.

Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@theknitnook.co.uk. 

Exchanges
If you would like to exchange an item, please contact us and let us know which items you would like to exchange. We will send a return postage label and once we have received the item, we will process the exchange and send out your new items. All returned items must be unused and in the original packaging for the exchange to be accepted. You can contact us at info@theknitnook.co.uk. 

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. You can contact us at info@theknitnook.co.uk. 

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, wrapped or unused and in its original packaging. You’ll also need your order number and product item code, which you can find in the order confirmation email.