Terms of Service

Terms and Conditions

All items on this website are offered subject to availability. To add items to your basket, click the 'Add to Basket' button shown on each product page, to purchase an item proceed to the checkout and then click the 'Order Now' button. We will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we send e-mail confirmation to you that we've accepted your order or dispatched the product to you. This email forms our contract with you. Your data is kept according to our privacy policy. In the event that any item you have ordered is unavailable for any reason, we will contact you using the email address provided when you ordered and your payment for that item will be refunded in full.

Cancellation

If you wish to cancel your order before it is shipped please contact us as soon as possible after purchase by replying to your order confirmation email (ideally within 1 hour of purchase) as most orders are shipped within 1-2 business days unless they are a pre-order. If your order has already been shipped and you still wish to cancel, you will have to return any unwanted goods as detailed below.

Please note we cannot accept returns or cancellations of sale items, pre-orders, mystery skeins/boxes, clubs or custom orders.

You have the right to cancel your order within seven working days of delivery (starting the day after you receive the goods) and return them for a full refund, providing that the goods are returned in a saleable condition.

If the goods are not returned in a saleable condition we reserve the right to refuse the return. Should you cancel the contract and return the goods in a saleable condition, we will refund you the price you have paid for the goods within 7 days of receiving them. It is your responsibility to give notice of your wish to cancel within this cancellation period by email and to include details of your original order in the package in order for us to identify the correct order and process your refund.

You are under a duty to take reasonable care of the goods and package them appropriately and at your own expense so that they are returned in a saleable condition. The goods must be returned in saleable condition at your own expense and we would recommend for your own protection that you use a tracked delivery service as we cannot accept proof of postage as proof of delivery to us. Should you order, details of this right will be sent to you with your confirmatory e-mail.

Returns

We will accept the return of goods if returned in their original condition within 14 days of purchase, however, please note we cannot accept returns or cancellations of sale items, pre-orders, mystery skeins/boxes, clubs or custom orders.  If you would like to return any goods please contact us beforehand so we can expect your return and send the good back to us in a saleable condition.  

What constitutes 'saleable condition'?

Any yarn must not have been re-skeined, wound into a ball or knitted with. Yarn must retain all original labels and tags. Due to copyright we regret that we cannot accept returns of paper knitting patterns unless they are faulty. Any packaging that is part of the item (such as boxes for kits) must be undamaged. You are responsible for packaging any returned items securely enough to avoid damage at your own expense.

Complaints

If you are unhappy with any of the goods you have purchased please contact us so that we can resolve any problems. If your order has arrived damaged or the goods are faulty we may ask you to provide photographs to show any faults or defects.

We will not enter into any discussions about your order via social media.

If you have purchased goods via the Lottieknits Etsy shop you must conduct all communication about your order through Etsy only in order to comply with Etsy's terms and conditions.