Delivery and Returns Policy
I will make every effort to ensure your purchase gets to you as quickly as possible, however as you are purchasing a unique handmade Product please do allow 2-4 days for me to knit your Product before it is dispatched.
Although I offer a range of postal services, including FREE and discounted Shipping for orders over €100, I do strongly recommend the Track and Trace service, it offers more security in ensuring the safe and speedy delivery of your made to order items. Please note Wool & Water/Whiskers can not take responsibility for any loss or delay when using the standard post service.
Please be aware that all orders are shipped DAP/DDU (aka Delivered Duty Unpaid). Wool & Water/Whiskers takes responsibility for shipping the product and requires the customer to pay any import costs, such as VAT, duties, and clearing fees.
Once dispatched you will receive email notification with all relevant shipping information.
Due to the knit-to-order, handmade nature of your order we do not accept returns or permit exchanges, unless the Product is found to be faulty on arrival and the fault is not due to poor care (contrary to care instructions given on the website, your invoice and with your product).
In ordering a W&W piece the customer acknowledges that the item is handmade, knit to order and made to colour specification therefore the Euro Directive exemption applies and there is no right to return/refund.
In order to return a faulty item please email firstname.lastname@example.org with your order number for a Return Number (RN). You will find the order number on your original invoice, please return all to us along with the Product.
A full refund will be issued for items returned due to fault. If you have returned the goods to us within 14 days of receiving your refund request email and we agree that the goods are faulty we will offer you a full refund or replacement (depending on customer preference and yarn availability).
We do not accept responsibility of returned items until these goods have reached our premises. We therefore ask any Customers who are returning goods to use a secure postal service whereby they can track their package.
Refunds will be processed within 7 working days.