Returns and Refund Policy

This policy does not affect your statutory rights under UK law.

Ready-to-Ship Items

I have a 30-day returns policy for ready to ship items only, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return on a ready-to-ship item, your item must be in the same condition that you received it, unworn or unused, with its original skein band intact. Please ensure the item is securely packaged for its return journey to prevent damage.

Made-to-Order Items

This policy does not apply to made-to-order products, which are considered final sale. Made-to-order items are customised and created for you, and therefore cannot be returned unless they are faulty. These items include, but are not limited to, my dye-to-order products, collection preorders, monthly club orders, and advent calendars.

How to Start a Return

To start a return, you can contact me at theskeinandthestitch@gmail.com. If your return is accepted, I’ll send you instructions on how and where to send your package. Items sent back to me without first requesting a return will not be accepted.

You can always contact me for any return question at theskeinandthestitch@gmail.com.

Important Information on International Orders & Customs Fees

You are solely responsible for all customs, import duties, VAT, and handling fees that may be applied to your order by your country’s customs office. These fees are not included in the item price or shipping cost. I have no control over these charges and cannot predict what they may be. Please check with your local customs office for more information before placing an order.

Refused Deliveries

Should you refuse to pay these customs fees or fail to collect your parcel, the item will be returned to me.

• For Ready-to-Ship items: Upon safe return of the parcel, you will be refunded the cost of your items, minus the original shipping costs and any return shipping fees I am charged by the carrier. 
• For Made-to-Order items: No refund will be issued for items that are refused or left unclaimed, as these products are exempt from cancellation rights under UK law. You will have 30 days from the date of my contact to arrange and pay for the item to be re-shipped to you. If no arrangements are made within this time, the item will go back into my inventory with no refund provided.

Damages and issues 

Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

Non-returnable items 

Certain types of items are exempt from my standard returns policy:

• Gift Cards: Gift cards are non-refundable. However, if a gift card is found to be faulty (e.g., the code does not work), please contact me immediately so that I can resolve the issue.

Exchanges 

The most efficient way to exchange an item is to return the original item for a refund and then place a new order for the item you'd prefer. This ensures the item you want is secured for you right away and simplifies the process for both of us.

Refunds 

Once your returned item is received and inspected, I will notify you of the outcome. If a refund is due, you will be automatically refunded to your original payment method.

I will process your refund as soon as possible and no later than 14 days from the day I receive the goods back.

Please note that it can take some additional time for your bank or credit card company to process and post the refund to your account.