Unique Knits – Timeless Style

FAQ

1. SHIPPING

1.1 How is my shipping price calculated?

Shipping costs are calculated according to the total price of your purchase. Please note that shipping prices do not apply to downloadable items.

UK shipping prices

Order Prices 1st Class 1st Class Recorded
Up to £20 £2.70 £3.65
£20.01-£50.00 £5.60 £6.55
Over 50.01 FREE FREE

EU shipping prices

Order Prices Small Packet Airmail International Signed For
Up to £20 £4.02 £9.17
£20.01-£50.00 £6.02  £11.17
Over £50.01 £9.02 £14.17

Worldwide (non-EU) shipping prices

Order Prices Small Packet Airmail International Signed For
Up to £20 £5.02 £10.17
£20.01-£50.00 £8.02 £13.17
Over £50.01 £11.02 £16.17

Note: For international orders, if the weight of your goods exceeds over 2kg, they will be separated into multiple packages. We will write on the package “1 of X” items so that you know how many you are expecting.

1.2 What is the delivery schedule for my order?

We aim to dispatch your goods within 2 working days of your order provided everything is in stock. Where an item is out of stock we will contact you first whether you would like the rest of your order sent out first or not. All back-ordered items are sent by Royal Mail 1st Class and in the case of international orders, Small Packet Airmail.

1.3 What shipping services do you use?

We use Royal Mail for shipping all orders.

For UK addresses, packages are sent by Royal Mail 1st Class (not tracked) or 1st class Recorded (tracked and your signature will be required upon receipt).

For international addresses, packages are sent by Royal Mail Small Packet Airmail (not tracked) or International Signed For (tracked and your signature will be required upon receipt).

1.4 What is the delivery schedule for my order?

Delivery schedule isubject to Royal Mail but general durations are show below:

UK Orders
Royal Mail 1st Class – 1-2 days
1st class Recorded – 1-2 days

International Orders
Royal Mail Small Packet Airmail
Europe: within 3-5 working days
World Wide: 5-7 working days

International Signed For (your signature will be required upon receipt)
Europe: 3-5 working days
World Wide: 5-7 working days

1.5 I may have a different address on my Paypal or credit card. Which address do you use to ship my package?

Your items are delivered to the address you give us during the checkout on our site.

Please make sure that the delivery address of your first purchase and the invoice address are the same as that of the payment card you intend to use. This safeguards the security of your information and deters the fraudulent use of payment cards. When you make subsequent purchases, you may specify an alternative delivery address.

We reserve the right to withhold delivery to any particular place or location at our sole discretion.

2. RETURN POLICY

We want all customers to be satisfied with their purchases. If any customer is not satisfied with the products received, please return the products following the instructions below and we will exchange it for another product or issue a refund. 

*Please see below for products excluded from this policy.

Under the Distance Selling Regulations, if you buy online your consumer rights entitle you to a full refund if you request one in writing within seven (7) business days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below:

2.1 In what condition of the items do you accept return?

Please take reasonable care of products and keep all packaging. We can only accept returns or exchanges for products received in unused, unopened and re-sellable condition.

2.2 How can I change or cancel an order?

If any customer needs to change the details of a shipping address; remove items from an order; and/or cancel an order completely, contact us as soon as possible between the hours of 9am - 5pm (UK time); have the order number and date available.

If an order has already been despatched or delivered, please follow the “Return Procedure” as the unwanted products.

The order for PDF knitting patterns cannot be cancelled, refunded or exchanged.

2.3 What about Japanese books I bought from YesAsia from your site?

Any products purchased through an affiliate site such as Japanese Knitting Books from YesAsia, please follow their return procedures.

2.4 What is your return procedure?

Any order that needs to be returned must be done by contacting used within 20 days from the order date (30 days in the case of international orders) if the wrong product was sent; items are missing from the parcel; the product was faulty; or the product was damaged.

•    Return the products by registered or recorded post;
•    Fill out the reason for return on the back of the delivery note; and
•    Enclose the delivery note with the product.

Unfortunately we are unable to accept any returns or exchanges for the following products, unless the wrong product was sent; gross misrepresentation; or a product defect.

•    Downloadable products; such as PDF knitting patterns; or
•    Items that are cut in length; such as interlining.

All product returns must be sent by recorded delivery, registered post, or by a courier. We will not accept liability for returned products lost or damaged during transit. Proof of postage will not be accepted as proof of delivery. Please wrap the product carefully to avoid damage; preferably in the original packaging.

For Unwanted Goods

Refund
We will refund the cost of a product only when the unwanted goods are received back to us in an unused, unopened and re-sellable condition within 30 days (40 days in the case of international orders) of order placement. We are unable to refund the original shipping cost or the return postage.

Exchange
We will exchange the product for another product only when the unwanted goods are received back to us in an unused, unopened and re-sellable condition within 30 days (40 days in the case of international orders) of order placement. If there is a difference in price of the original product and the exchanged product, we will either charge your payment source or credit your payment source the difference. In addition, customers will have to pay the shipping cost of the exchanged product which is calculated per weight of the new product. We are unable to refund the original shipping cost or the return postage.

Damaged, Faulty Or Wrong Goods

Refund
We will refund the cost of any products and its original shipping fee provided the faulty or damaged product is received back to us within 30 days (40 days in the case of international orders) of order placement. We are unable to refund the return postage.

Exchange
We will send a new product provided the faulty or damaged product is received back to us within 30 days (40 days in the case of international orders) of order placement. If there is a difference in price of the original product and the exchanged product, we will either charge your payment source or credit your payment source the difference. There will be NO CHARGE for the shipping cost for the exchanged item.

2.5 How would I receive my money back after refund or exchange?

Orders placed by credit or debit card from the Website will be refunded directly to the credit or debit card used unless agreed by both parties of otherwise. Please note there will be a refund charge of £10 (except for wrong or damaged items) to cover the administration fee for charge back incurred to us. Orders placed by PayPal will be refunded directly to the PayPal account used. These refunds will be made within 30 days of receipt of the returned products.

3. PDF KNITTING PATTERNS

3.1 I bought the pattern. Now how do I receive it?

Upon completion of the successuful payment, you should be receiving an e-mail with a downloadable link for the pdf pattern. You can also access to your pdf pattern from your account section. Please login to your account to do so.

3.2 It seems like there is a new updated version of the pattern I bought is available. How do I receive it?

For customers who purchased the pdf patterns after October 2012 you should be on our mailing list for the automatic update for the knitting patterns you purchased. When we have an updated version of the knitting patterns we will send you the notification so that you can obtain the new one.

For customers who purchased the pdf patterns before October 2012, please contact me. I will send you the most uptodate version and will make sure that you are on the automatic notification mailing list.

3.3 Can I sell items I knitted using your patterns?

The patterns are generally for personal use only. If you would like to sell your knitted items using Cotton & Cloud designs, please join Cloud Knitters where you purchase one-off license to knit and sell a particular design from Cotton & Cloud patterns. You will be one of the Cloud Knitters and we can link to yous shop from our Cloud Knitter's page.

3.4 Yarn(s) listed in the pattern does not seem available anymore. Please help me.

For yarn enquiry, please contact the individual yarn companies.

3.5 I can’t work out your pattern / there may be an error in your pattern. What shall I do?

Every effort is made to make sure the patterns are logically laid out, easy to follow and correct, but there will be occasions where they are wrong. If you think you have found an error, please contact me and I will respond to you as soon as I can. And don't worry, it is not you, it's my mistake.

3.6 I have seen exactly the same design elsewhere but not Cotton & Cloud. What shall I do?

If you suspect someone could have infringed the copyrights for Cotton & Cloud designs, please contact me.

3.7 I would rather have a printed copy of the pattern. Please help me.

You can obtain the printed copy of the pattern directly from MagCloud shortly.

3.8 Do you use UK or US knitting terms?

All of Cotton & Cloud knitting and crochet patterns use UK terms.

4. OTHERS

4.1 Will you help me interpret the Japanese knitting books I bought from you / YesAsia?

Unfortunately I will not be able to translate individual patterns / a whole Japanese knitting book you purchase from Cotton & Cloud or YesAsia due to the rights for the publisher.

4.2 Can I use any images on your site on my site / blog?

If you want to use any of my images, please contact me. You are welcome to pin on Pinterest or post anything on Facebook or Twitter but please credit Cotton & Cloud when you do so. 

4.3 Can I be a guest blogger on your blog?

I would love to hear your idea. Please contact me.

Last Modified on October 5, 2012