Refund policy
We do our very best to ensure that the goods we sell are of the highest quality, that our descriptions of them on this website are accurate and that when we send them to you, they leave us in perfect condition. Nevertheless, we understand that once in a while people will wish to make returns, for one reason or another. If you are not fully satisfied with something you have purchased from us, please drop us a line at info@kellysknitwear.com.
If you wish to exchange an item - if you would prefer a different size, colour or style/range - you will need to contact us as a first step. Do not send any items back to us before we tell you to do so. In some cases, particularly with locally-made, handknitted garments, there might not be alternative sizes/colours/styles available.
If we can provide the alternative item you would like, you will need to return the original item (see below for our returns policy) and make a new purchase of the replacement item. We will discuss the process with you by email.
Returns
We have a 14-day return policy, which means that you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Returns will not be accepted if there is evidence that the item has been worn or used to any extent beyond being fitted ('tried on') for inspection purposes.
To initiate a return, please contact us at info@kellysknitwear.com, quoting your order number. If your return is accepted, we will reply with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
All costs associated with packaging and sending returns are to be borne by the customer; Kellysknitwear.com accepts no liability for any such costs.
Returns from outside the EU
If you are returning an item to us from outside the EU, its delivery to us may be subject to a customs/VAT/import duty charge. In those cases, the customer returning the item will be liable for any such charges. If we are notified of a charge pending, we will contact you with the choice to either (i) have the item sent back to you by the postal service, without it being delivered to us, or (ii) pay the fee due - we would send you an invoice for the amount, which you could pay through www.kellysknitwear.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can evaluate and rectify the issue.
Non-returnable items
Certain types of items cannot be returned:
- Bespoke garments (items made to a customer's specifications and at the customer's behest)
- Items altered in any way by the customer
- Gift cards
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you will be refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.