Shipping

  • ↓What shipping courier do you work with?

    We currently work with DHL for most worldwide orders. We offer both Standard and Express shipping.

    Please note that at the moment, we are unable to ship orders with our carriers to these countries: Russian Federation, Ukraine, Azerbaijan and Georgia.

    Packages within Lithuania are shipped via courier or local post, depending on which service offers the fastest delivery date.

  • ↓Where can I find my tracking number?

    Once your order has been sent, you'll receive an email with your tracking number. If by any chance you lose your tracking number (don't worry, it happens to the best of us) feel free to contact our customer care rep for help: hello@theknottyones.com or fill out our contact form.

  • ↓When will you ship my item?

    During our Black Friday sale, please allow up to 5 business days for us to process your order as we are experiencing a high volume of orders.

     

    All in-stock knits are dispatched within 3 working days.

    Have a handmade piece in your order? They are made-to-order by our kick-ass knitter team; some handmade products might take up to 14 business days to make.

     

    We will notify you when your order has been picked up by the courier.

Tax and Duties

Returns and Exchanges

  • ↓What is your return and exchange policy?

    We want to make sure you love our pieces as much as we do. If you'd like a different size, color or maybe even style, we're here to help! Drop us a message and we'll see what we can do.

    We have extended our return and exchange period for all purchases made during the Black Friday sale. If you wish to return or exchange an item bought between 7th November 2024 and 2nd December 2024, you have until 7th January 2025 to do so.

    Return items have to be:
    - unworn, unwashed and unaltered
    - in sellable condition with original tags attached
    - shipped out within 14 days of you receiving the items
    - received within 30 days of you receiving the items

    To proceed, please get in touch with our customer care rep: hello@theknottyones.com or fill out our contact form. Be sure to include your order number and reason for return/exchange.

    Kind reminder: all return shipment costs remain the customer's duty but we'll send you your new piece for free!

    Please note that all custom-size cannot be returned, refunded, exchanged or altered.
     

  • ↓Can I return a clearance item?

    All custom-sizing items cannot be returned, refunded, exchanged or altered.

  • ↓Can I return an altered, custom-made item?

    Due to the nature of altered and custom-made items, they cannot be returned, refunded, exchanged or altered.

  • ↓How does your return/exchange shipment process work?

    We want to make sure you love our pieces as much as we do. If you'd like a different size, color, or maybe even style, we're here to help! Drop us a message and we'll see what we can do.

     

    We have extended our return and exchange period for all purchases made during the Black Friday sale. If you wish to return or exchange an item bought between 7th November 2024 and 2nd December 2024, you have until 7th January 2025 to do so.


    Kind reminder: all return shipment costs remain the customer's duty but we'll send you your new piece for free!

    To process a refund or exchange, you'll need to ship the return package back to our warehouse in Lithuania.

    We can also book a courier to pick up the return package for you. You'll receive a shipping label to your email, which you can pass along to the DHL carrier, attaching all needed documents.

    DHL return slip from EU countries to Lithuania (including the UK) - €9 // ~ $11 // ~ £8
    DHL return slip from non-EU countries to Lithuania - €15 // ~ $18 // ~ £13

    *These prices are valid for 1-item packages and prices may differ for multiple-item return packages.

    The DHL return slip cost can be either deducted from your refund or paid separately via our website.

  • ↓How do I determine the return value of the items?

    If you book the return with our courier, we'll take care of item value declaration.

    If you decide to ship the return item yourself, be sure to contact our customer support rep hello@theknottyones.com and we'll advise you on this matter!

  • ↓How long does the refund process take?

    Please note that it can take us up to five business days to inspect an item and issue a refund, once we've received it.

    You'll see the refund appear on your statement typically within a week once issued, depending on your bank and payment method.

    If you believe the payment is overdue, please contact your bank provider directly.

Orders

Pre-Orders

  • ↓When will my pre-order ship?

    The estimated shipping date is noted on the product page. We try our best to ship your items as soon as we can.

  • ↓When will I be charged?

    When you place a pre-order you will be charged in full straight away. This is so we can secure your knit for you.

  • ↓What happens if I order in-stock and pre-order items?

    If you place an order with pre-order items and in-stock items, you will receive separate shipments and shipment confirmations when each item is dispatched.

  • ↓What happens if I order multiple pre-order items?

    If you order more than one pre-order item, and they have different shipping dates, they may be sent together if estimated shipping dates are close in time, if not, we will ship your items separately so you can cozy up in your new knit as soon as possible.

  • ↓What if I want to return a pre-order item?

    Our regular return policy applies to pre-order items. You will have 14 days from when you receive your item from your order to return any items from your order. For ease of return processing, we recommend only making one return shipment.

Payments

  • ↓What payment methods do you accept?

    - Visa
    - Mastercard
    - Apple Pay
    - AMEX
    - Splitit (pay in intstallments with Visa or Mastercard)

  • ↓My card was declined. What should I do?

    If your card/payment has been declined, you can either reattempt the payment or select an alternative payment method. If the payment still declines, please contact your payment supplier.

  • ↓Can I pay in installments?

    We've recently teamed up with Splitit, pay-later services that let you split your payment into monthly installments.

    If you'd like to treat yourself to a new knit but still want to plan out your monthly finances, select the payment method Splitit at checkout.

    Got questions about the payment system? Feel free to Splitit Shopper Support here.

  • ↓What currencies do you accept?

    It doesn't count towards your monthly budget if you pay in a foreign currency, right? Just kidding.

    You can view our prices in the following currencies:
    - Euro €
    - US dollar $
    - AU dollar $
    - GB pound £

    However, keep in mind that, upon checkout, all prices convert back to Euro and you'll be charged in Euros depending on the daily exchange rate (but you won't be charged extra for currency conversion).

Splitit

  • ↓Who is Splitit?

    Splitit is a payment method solution enabling you to pay for purchases with an existing credit card by splitting the cost into interest and fee-free monthly payments, without additional registrations or applications.

  • ↓What date will my payments be processed?

    Installment payments are taken monthly on the same date as you make your first payment.

    You can check your payment due date in the Splitit consumer portal here. 

  • ↓Why can't I use my debit card to take out a Splitit installment plan?

    Splitit helps consumers use their existing credit line to turn purchases into smaller, monthly payments. As debit cards aren't credit we are unable to accept them. 

  • ↓What happens if I cancel or return my order?

    As soon as The Knotty Ones accepted your cancellation or return, Splitit will cancel any future scheduled payments as well as refund any amounts due.

  • ↓I have asked for a refund. How will I be refunded?

    Refunds shall be issued back to the Visa or Mastercard which was originally entered at checkout.

  • ↓Where can I find Splitit Terms and Conditions?

    You can find them here.

  • ↓How does Splitit work?

    Credit Card*: At the time of purchase, once the we confirms the shipment, you will only be charged for the first payment. The remaining balance will be held on the credit card until the final payment is made. After each monthly payment, the amount held from the available balance will be reduced to the new remaining balance.
    *Note that the held amount might show as ‘pending transaction' on your credit card statement.

    Debit Card*: At the time of purchase, once the we confirm the shipment, the shopper will only be charged for the first payment. The remaining balance will be held on the credit card until the final payment is made. After each monthly payment, the amount held from the available balance will be reduced to the new remaining balance. When using a debit card, the entire amount will be held on the card as a temporary hold, and released within 5 business days. Debit cards may be limited by number of permitted installments or purchase total.
    *Some merchants will only accept credit cards and not debit cards.

  • ↓Which cards are supported by Splitit?

    Splitit is supported by Visa and Mastercard credit cards.

  • ↓In which countries is Splitit available?

    Splitit is available worldwide as long as you pay with a Visa or Mastercard.

  • ↓How much will my monthly installment payments be?

    This depends on the amount of your purchase and over how many installments you choose to pay your plan. The amount of your purchase is divided into equal monthly payments.

  • ↓How will I receive information about my installment payment plan?

    When you sign up for a payment plan with Splitit, you will need to provide an email address to receive regular communication from Splitit. You will receive secure login information to review your account, including installment transaction activity and other Splitit payment plan data.
     

  • ↓What is the authorization process?

    As well as the first installment payment, you need to have at least the whole value of your purchase available as credit on your credit card as an authorization (hold) is kept on this for the duration of your instalment plan in order to guarantee future payments to the merchant or retailer.

  • ↓I don't have enough credit on my credit card to cover the whole amount of my purchase. Can I still take out a plan?

    Unfortunately not.
    You need to have at least the whole value of your purchase available on your card as an authorization (hold) is kept on the total amount outstanding in oredr to guarantee future payments.

    The authorization amount reduces with each monthly payment you make until the balance is cleared and are renewed periodically. The previous authorization is removed as soon as a new one is obtained.

  • ↓Is there a fee for paying early?

    Splitit never charges any interest or fees and you can pay your plan off early through the Splitit consumer portal here without incurring any fees.

    Interest, fees and/or charges may apply from your card issuer so please check.

Contact and Customer Support

Care Guide

  • ↓How should I wash my knit?

    We recommend you dry-clean all of our knits.

    Pro tip: Be on the look-out for sustainable dry cleaners that use wet cleaning and carbon dioxide cleaning methods.

    Wool in general is a self-sufficient material that doesn't require a lot of washing (it's great for the planet AND your laundry runs). If you're not able to dry-clean your knit, air-drying or steaming also works.

    We strongly recommend against washing your knits in the washing machine even if you have a hand-wash programme. This can potentially irritate the material, which can result in a shrunken/rough knit. And no one wants that.

  • ↓Should my wool knit pill?

    If you've purchased one of our wool knits, you might notice pilling when wearing the knit. Don't worry, this is totally normal: wool is a natural fiber and ages like fine wine (it pills less and less with time). We don't use synthetic blends of other materials in our yarn, so any pilling that you might see is a natural process for any wool knitwear. You can gently remove it with your hands or by using a fabric shaver.

  • ↓I want to refresh my knit. Any recommendations?

    If you'd like to give any of your knits new life you can try:
    - Using a fabric shaver to remove any access pilling that might occur from the natural yarn.
    - Using a fabric spray to remove any unwanted odors and bring a fresh smell to your knit.
    - Using a steamer to steam your knitwear. By steaming, you'll be able to not only clean your knit but also give it a softer texture.

  • ↓How should I store my knit?

    We recommend you store all of your knits folded in a shelf, away from any harsh odors.

    Where possible, try not to hang your knit up. This can alter the original shape of it.

  • ↓I've noticed some pilling on my knit, what should I do?

    Pilling is a natural life cycle of most knits made from natural yarn. But don't worry, your knit will pill less and less as time goes on. However, if you want to remove access pilling from your knit or any other garments, try using a fabric shaver.

    We recommend our Pilo Fabric Shaver. But any other similar shaver on the market can also ensure that your garments stay looking fresh and good as new!

    Not sure how they work? fabric shavers have small razors that remove any excess pilling and give garments a new life. They can be used on knits, trousers, outerwear garments, hats, gloves and any other clothing items that need a bit of love.

  • ↓How can I remove odors from my knit?

    Wool is a very self-sufficient material and it may not always need a wash - just a quick freshen up. You can do this by air-drying your knit or using a fabric spray.

    Our Fabric Spray is great for this. It's not just another scented fabric spray. It's designed to eliminate any unwanted odors and give your knits a full on boost of freshness.

    All of our knits are made from natural yarns, which means they don't need regular washing (wool is great at the whole #selfcare thing) but a fabric spray is a great solution to ensure your knits stay extra fresh in-between dry-cleaning washes.

  • ↓What is a steamer used for?

    Our Cirrus Steamer is basically the magic wand of the knitted garment world. This handy steamer provides an effective way of washing and ironing knits.

    Steaming gives clothes a fresh feel and can also make your knits softer to the touch, more delicate and bouncy. Better yet - you can steam pretty much anything!

Alterations

Knitters Dream Fund

  • ↓What is the Knitters' Dream Fund?

    The Knitters' Dream Fund gives you the chance to donate amount of your choice (or make a separate donation) directly towards a dream of a woman who made your knit.

    The Knotty Ones was started with the dream to provide stable jobs, fair wages and financial independence to women, mostly stay-at-home moms in rural areas of Lithuania, who otherwise would not have these opportunities in life. So The Knitters' Dream Fund lets us go that extra mile, and with your help, we can make some dreams come true!

  • ↓How can I become a part of the Knitters' Dream Fund?

    You can make a donation with every item that you buy via our store.

    To do this, select the item variant that includes an extra donation that goes directly into our Knitters' Dream Fund.

    If you'd like to make a separate donation you can do so by clicking here. Your knitter will be over the moon!

  • ↓Where will my donation go?

    All Knitters' Dream Fund donations are documented and are visible to all our knitters.

    It's important to us to be transparent with our team, so we keep a log of all our philanthropists and the sums that are donated. Every knitter can then see fund's balance and keep track of how much each dream costs.

    We also share updates about each knitter's dream on our social channels.

  • ↓Where can I see the fulfilled Knitters' Dreams?

    You can keep track of our fulfilled dreams by signing up to our newsletter and following our journey on social media. We love to share, so don't miss out!

    You can also see our latest fulfilled dream here - Marina got her driving license!!