Returns and Refunds  
 

Returns and Refunds

Returns and Refunds

In the unfortunate case that your order is received faulty, please contact us via email within seven days of receipt. You need to return your ordered products in their original packaging to Hilda Haarhoff Knitwear. You must ensure that you include a copy of the original order along with your name, telephone number, address and email address. We strongly advise that all returns are sent via recorded delivery. We cannot be held responsible for any lost packages if not sent recorded.

We will reimburse any delivery costs incurred when returning faulty products and were possible we will endeavour to send you a replacement for your order at no extra cost to you other than the original cost.

We do not offer a skein winding service, however if requested we will happily wind skeins for you, time permitting. Any skeins however that have be wound into a ball will be non-returnable.

 

Delayed or Missing Packages

For UK orders, if a parcel hasn't arrived within 3 working days, please check with your local sorting office to find out if they are holding your parcel but haven't left a card, as your first stage in recovering your package.

Although we always obtain proof of postage for all the packages sent, unfortunately this does not give us the ability to track your parcel. However all orders placed will sent 1st class recorded delivery and require a signature.

We are not able to make any claim against the post office until 15 working days have passed, from the posting date. As a result no replacement product or refund can be offered during this period. Although we appreciate the extreme frustration that comes with waiting for this long, but we ask that you please be patient. The upside to this is that most parcels do turn up within 15 working days.

For European orders a parcel is not considered as missing by the post office for a total of 20 working days, after which a claim can then be made. Please note that we cannot be held responsible for missing parcels where the incorrect address has been provided by the customer.

In a case where Royal Mail returns an order as undelivered, we will give you the option to have that order resent. There will however be an additional charge for redelivery if an order has not been collected from the sorting office or the wrong address has been provided.

 

IMPORT DUTY

If you order Products from our site for delivery outside the United Kingdom, they may be subject to import duties and taxes, which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Please note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.