Frequently asked questions
KnittedHome is a small independent company passionate about yarn, who are keen to share that passion with customers, old and new. We are proud to be collaborating with some of the most amazing and creative people in the industry and there are more collaborations on the way.
We are based in Hertfordshire in the UK and, whilst we do not have a physical shop (yet), you can find us at yarn shows and exhibitions in the UK and we hope to meet you there. Check the 'visit us page for our upcoming events and please come and say hello.
Many of our customers are experienced knitters or crocheters and we hope our exclusive collection of beautiful knitting and crochet kits will appeal. We also appreciate some people may wish to buy completed kits and these are now available here:
https://www.knittedhome.com/collections/knitted-and-ready
We are working on a sister site selling completed pre-made items which will go live in October.
KnittedHome's objective is to stock the best natural yarns, advertise them as accurately as possible, sell them to our customers at the most competitive prices, and have them delivered safely and accurately to their door.
We are hoping the information below will answer any question you have, but if you need any further information or support, please do not hesitate to reach out to us at info@knittedhome.com. We will endeavour to respond to your enquiry within 24hrs.
If you have an urgent enquiry, KnittedHome can be reached via our telephone number: 020 3886 2559, but we ask you to please respect standard UK working hours.
At KnittedHome.com we value our customers and each customer has the ability to subscribe to our mailing list but also to create an account where customers are rewarded by earning points for every order placed. Points can be redeemed against future orders.
For first time customers, if you subscribe to our newsletter you can receive a 10% discount on your first order.
We accept orders via our website, www.KnittedHome.com where we list upcoming sales and launch new products and service.
When an order is placed you will automatically receive a confirmation email. If you have not received an order confirmation, please check your spam/junk folder and double check if you have entered your Email address correctly. Contact us at info@knittedhome.com if you are having trouble locating your order.
If you are experiencing issues with the KnittedHome website on the mobile device you are using:
- Clear cache and cookies on the mobile device you are using.
- Make sure your mobile device has the latest available software updates installed.
- Try using another browser if available; Chrome, IE, Firefox, Safari.
- If you are using a VPN, turn it off.
- If you have access to another mobile device, please see if that has the same issue.
If you are still having issues after these steps, please do not hesitate to contact us at info@knittedhome.com and, if possible, share screenshots of the issue/error messages. We are keen to support your smooth experience of KnittedHome.com.
KnittedHome works hard and takes a great deal of care to ensure the photographs on our website accurately show the colours and products we stock and sell as closely as possible. We aim to ensure each photo is a true representation of the product however, different devices and different settings can display website images slightly differently, meaning an image may look very slightly different from one device to another.
Stock
We are very proud of the stock we hold and work hard to ensure available stock is shown on our platforms. If the product you are seeking is out of stock, there is the ability to request a notification when we have restocked which we undertake regularly.
Dyelots
Dyelots of yarns may vary slightly. If you feel a product ordered is drastically different from that shown on our website please do not hesitate to contact us at info@knittedhome.com
We understand how important dyelots are and will always despatch the same dyelot within an order. If you need to match a dyelot from a previous order, please email us at info@knittedhome.com or please leave a note of the dyelot at check out and we will do our best to match it.
Kits and Patterns
Each kit purchased is despatched as securely as possible to ensure safe arrival to your doorstep.
Each kit purchased is despatched with a printed pattern. For kits purchased via KnittedHome.com, customers will also receive a link to download their patterns digitally.
The majority of KnitedHome orders are despatched using the UK’s Royal Mail. Information about their promises of becoming Net Zero can be found here Royal Mail Sustainability.
Customers are also able to use DPD.
How soon will my order be despatched?
All orders are despatched from our warehouse in the UK on the same day as ordered (Monday to Friday) if received before 2pm. Orders received over weekends or UK Bank Holidays will be despatched on the next working day.
Once an order has been received and processed, you will receive an email confirming despatch and a unique number for customers to be able to track their parcel using the respective websites.
Can I change my address on an order once it has been placed?
As orders are despatched on the same day as they are received, if you need to change your address once your order has been placed, please contact us as soon as possible by email or telephone and we will do our best to amend your order but we cannot guarantee.
How do I cancel an order?
Please contact us as soon as you wish to cancel the order. If it has not been despatched, we will be able to cancel and refund your order for you.
International Orders
KnittedHome is delighted to deliver our products to over 120 countries. International shipments may take longer to arrive, usually within 5-7 working days. International delivery costs are calculated by the volume and location of the shipping address which is automatically calculated at checkout.
Customs and Duty. KnittedHome is signed up for IOSS, collecting and remitting import VAT on your behalf. This means that VAT on orders under €150 (approx. £130) will be paid by KnittedHome (not by you upon delivery). Please note that these new rules do not apply to orders over €150 and that parcels from the UK may still attract customs and handling charges, based on the practices/policies of your own countries authorities.
Customers outside the UK and the EU may be liable for taxes, duties and import fees. As the buyer you are responsible for these charges and they are usually requested prior to delivery by the postal service in your country.
When should my order arrive?
Whilst every care is taken by KnittedHome to ensure orders arrive as expected, orders may be held up at your local sorting office (normally they should leave a card to tell you) but this may not be the case every time. If you are experiencing difficulties locating your parcel please do not hesitate to contact us.
Royal Mail
Tracked 24 up to £50 is £4.99 1-2 working days
Tracked 24 £50+ is £2.00 1-2 working days
Tracked 48 up to £50 is £3.99 2-3 working days
Tracked 48 £50+ is Free 2-3 working days
DPD
DPD Week day next day Orders placed Mon-Thurs before 2pm £6.99 Next working day
DPD Saturday delivery Orders placed Thurs 2pm to Fri 2pm £9.99 Saturday
DPD delivery is dependent upon the day the order is made. If any order was placed after 2pm on Friday, it will be despatched on the following Monday for delivery on Tuesday (excluding UK Bank Holidays). If you are experiencing a delay, please contact us as we are happy to contact DPD on your behalf. Some UK postcode areas might take longer and there may be longer delivery times.
KnittedHome balances the need to ensure your beautiful products arrive as safely as possible whilst being as our wish to remain as sustainable as possible. Most larger orders will be despatched in an organza bag to protect the product during the delivery process. However, needles, crochet hooks and other similar accessories are likely to arrive packaged in protective cardboard.
Our beautiful kits are packaged in a cardboard box to protect the pattern and contents.
We accept payments via our website by debit/credit card, or PayPal.
You can pay for your order in your own currency.
Shopping at KnittedHome is extremely safe as all transactions are 100% encrypted.
Please contact us immediately if your order is incomplete or incorrect. All our orders are important to us and we pride ourselves in accuracy and timeliness. Our despatches are undertaken by humans and can be prone to human error which we try to mitigate against and we appreciate your support and patience.
We all know how beneficial it is to order a little more to avoid the possibility of an impossible dyelot hunt. KnittedHome offers a whooping 60 days return for those little extras after you have completed your project. Please make sure that they are not damaged, used or opened and in a sellable state.
We stock some of the best yarn from the most reputational manufacturers who work tirelessly to minimise the number of joins or knots in any ball of yarn and, whilst rare, they may occur. All the yarn we sell is of the highest quality so if you have any concerns please do not hesitate to contact us.
How do I return something to you from the UK?
To return any product from the UK, use our Royal Mail tracked return portal to have your return collected at your doorstep. Please contact us before you start the return process. If the mistake has been ours we will pay the £3.99 return postage deduction. http://www.royalmail.com/track-my-return/create/4316
Alternatively, please send your return to our postal address: KnittedHome, PO Box 787, Waltham cross, Hertfordshire, England EN8 1PW. Please leave your invoice inside the parcel so we can locate your order for refund.