RETURNS AND EXCHANGES

We have received your request for returning an item. You will receive a confirmation from us asap. Please follow one of the instructions applicable below.

 

Not happy with what you ordered?

We are happy to refund the item/s (excluding shipping costs) if you are unhappy with the item for whatever reason within 30 days . Please return the item (in its original state) to us and we will refund you for the product once we have received it. Refunds will be done within 2-3 work days. The buyer is responsible for the cost of the return postage. 

Please arrange for the parcel to be sent back, via a carrier of your choice. We recommend that a proof of postage is obtained, as Stephen & Penelope cannot be held responsible for any goods lost in transit. 

You received the wrong item?

Each of our orders are picked and shipped by hand. We take pride in our personal customer service but unfortunately mistakes do sometimes happen. Please accept our sincere apologies if we sent you the wrong item. We kindly ask you to return the product to us and inform us about the postal costs (track and trace mail) and we will refund the costs. We will send you the right product once we have received the returned product.

A general note

Any item for return must be in completely new and sellable condition.  It must have the original tag and packaging.  It may not have been used in any way, or made into a ball from a skein.  Yarn that is re-skeined cannot be exchanged.  Yarn that has been in the presence of smoke cannot be exchanged. Yarn must be clean and in it's original condition. We do not accept order cancellations after having shipped your order.

We cannot accept returns for books, patterns, needles, or kits that include patterns or instructions.

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