FAQ

ORDERING AND PAYMENT

If you have placed an order, but are still awaiting information about shipping, the order is probably still being processed for shipping in our warehouse.

As soon as your order leaves our warehouse, you will receive a tracking notification from Bring (Norway) or DHL (Rest of the world).

If you have yet to receive a notification about shipping, the order is probably in the queue to be packed and shipped. Tracking information should be provided by the shipping-company shortly

1. If you have not received a tracking link from Bring/DHL, the package is probably in the queue to be processed for shipping at our warehouse. Our goal is to dispatch the order within 24 hours (on normal working days), but in some instances, it might be a little longer, especially in periods of high demand, like sales periods or releases of new products. So please have this in mind if you are expecting an order dispatch message.

2. If you have received a tracking number/or shipment message from Bring (Norway) or DHL (International) but you have not had any updates on the tracking link for a while.
Please contact Bring/DHL and refer to the tracking number which they have provided.

Chances are they are more informed about the shipment status than us.
But if DHL recommends you to contact us, please do not hesitate to do so.

Order confirmations should be sent to your Email address just a few minutes after you have placed your order.
In some cases, the order confirmation is filtered out and sorted to your spam/trash folder in your mailbox. So please take a quick peek at any Trash/spam filters in your mail.

If you do not receive an order confirmation and do not have an order number. You can contact us by our contact form, and ask us to send you the order confirmation, please leave your name and the email address you used to place your order.

To keep track of your order history, please create a customer account: All orders made when logged in to your account will be saved to your profile for you to find your order confirmations and receipts.

Shortly after your order is placed, it will be processed by our warehouse.
As we strive to fulfil and ship all orders as quickly as possible, we cannot make any changes in sizes or products in an already confirmed order.
This is because the order might already be on the warehouse workstation and preparing to leave our warehouse. If you misplace an order or a product in your order, please place a new order with the correct items, to secure yourself the products. The misplaced order can be returned following our return policy.
If you have not received a shipping confirmation yet, then there might be a small chance for us to change the address before the departure of your order. Please contact us by our contact form as soon as you notice that you need to change the delivery address.
However, if the shipping label is already printed, the package will go out to the address originally provided when you completed your purchase.

To speed up the process of getting the wrongful package back to our warehouse, please contact Bring/DHL and ask them to return the order back to our warehouse.

In the worst-case scenario where the parcel never finds its way to you, it will automatically be returned to our warehouses and processed as a return, after the pick-up period at the pick-up place has expired.
If that is the case, you will get refunded for your purchase when the parcel arrives at our warehouse.

We reserve the right to cancel any order at any time.
In cases where we cancel an order, it is due to errors in the stock-count at our warehouse, and we have sold you a product that we do not have available anymore.

In most cases, we will try to reimburse you and find a solution with another available size, product or colour.
If your order is cancelled, you will receive an email that confirms the cancellation of your order and the refund will be issued at the same time.
The refund should appear back into your account in 1-7 business days.

At the moment this is not a possibility, but we are working on a solution for a pick-up in store which will be available in near future.

SHIPPING & DELIVERY

Our goal is to dispatch your order within 24 hours of your purchase (Weekends not included). However, during periods of high demand as in our sales periods or exclusive releases, we might take a little longer, thank you for your patience.
In normal circumstances, we would like to have your order shipped/handed over to Bring/DHL within 24 hours from your order was placed.
Delivery time should then be within 2-5 working days after your order is dispatched from our warehouse, depending on your location.

However, in periods of high demand as in our sales period or exclusive releases, shipping and delivery might exceed normal expectations, and we hope you understand.

Sometimes shipments are held up in customs, which delays the delivery of your order.

If your order has left our warehouse, you should have received a tracking notification from Bring (Norway) or DHL (Rest of the world).
If you have yet to receive a notification about shipping, the order is probably in the queue to be packed and sent and the tracking information should be provided by the shipping-company shortly.
All international orders are shipped with DDP included in the checkout price.

You can read more about DDP Here

Delivery options:

– Delivery at door

– Collect from DHL ServicePoint or Locker

– Leave with a Neighbor, Leasing Office or Security Guard

– Choose Your Delivery Date

– Delivery to an Alternate Address

– Put Your Deliveries on a Vacation Hold

All Knitteriet orders are shipped from Norway.
All orders from Knitteriet are shipped DDP (Delivered Duty Paid)*. This means that the cost of customs/tax is included in the price you see during checkout.
You will not receive any additional customs or tax after you’ve placed your order. *This does not apply to orders placed in Switzerland. You will not be charged with EU-VAT during checkout but will have to pay import-taxes to the carrier for the package to be delivered. Read more about DDP and how it affects your shipment Here

However, DHL might need some help from you (as an importer) to clear the shipment through customs. This is just standard procedure, and DHL will in most cases contact you to process the order

We ship our orders to all countries in the world (Russia, Brazil, Chile excluded due to customs issues).
International orders are shipped with DHL Express Worldwide and should arrive in 2-3 days after departure from our warehouse.

Sometimes orders are held up in customs due to processing and clearance.
Often DHL are requiring some information from the importer of the package (You).
So if delivery is delayed due to customs processing, so please contact the import department of your national DHL department.

Processing several million customs entries is no easy task. DHL Express does that every day for millions of packages. Often DHL needs some info from the importer (YOU), they will most likely contact you to retrieve information about you, and the content of your shipment/order.

If you see through your DHL Tracking that the customs processing of the shipment is taking too long, do not hesitate to contact your national DHL Import department and ask them if there is anything you can do to help speed up the process.

RETURNS, EXCHANGES, REFUNDS

We have a return window that lasts for 14 days on both full price items and items purchased on sale. The return period starts from the day you receive your order.
For returns of international orders, you must contact us within the 14 days return window and we will let you know how to proceed.
All returns are paid by the customer if the error is not due to Knitteriet. We will refund your money when the shipment arrives at our warehouse. The shipping cost, however, is not refundable.
We do not offer exchanges on orders as we cannot guarantee that we have the product/Size/Color you would like to exchange with when we receive your order at our warehouse. Secure the correct size/color by making a new order on the specific item, and return the other product. Remember to let Klarna know that you are returning something from your order, to stop your invoice from reaching its due date.
Our return and exchange policies are pretty much the same for products bought on sale or at full price, and if you’re still within the return window, the products are unworn and with all tags still attached you’re welcome to return the order for a refund.
DHL will provide you with A Waybillnumber and tracking link after we have created your return shipment with DHL. DHL will provide you with all the information for you to follow the return shipment back to our warehouse.
As long as all the orders which are to be returned are still inside our return period (14 days from arrival), you can return several orders within the same package.

But please try your best to separate the orders within the return parcel and remember to write all separate order numbers in the “order number field” on the return form or use two return forms, so our warehouse receiver easily understands that these are two different orders being returned in one parcel.

If you are awaiting your refund, please check the return shipments tracking, to see if the order has reached our warehouse. If the order has reached our warehouse, please check the status of your billing/order with the third-party payment provider you used to complete your purchase.

Chances are the refund is already processed at our end. The refund must also be processed through the payment provider, which can take 1-3 working days.

Normally we will register, and process all returns at least 2 times a week.
In periods of high demand, return processing can take up to 10 working days for your parcel to reach our warehouse.

If you have paid directly with card/Paypal, we will send the refund directly back to the same account from which the money was drawn from.
If you have chosen “Receive first, Pay later” or invoice payment, it is your responsibility to “freeze” your invoice in Klarna, this will stop your invoice from reaching its due date. If you do not freeze the invoice in Klarna, you run the risk of being charged a “Late payment fee” from Klarna.
We will correct your invoice as soon as we have processed your return, and an updated payment request will be sent from Klarna.

Shipping costs are not refundable.

FREQUENTLY ASKED QUESTIONS

Developing new designs is time consuming. We are dependent on making some profit to be able to continue our work. Therefore, we want to sell our yarn linked to the pattern.
We ship all orders the following business day.
We do not have a physical store, but we have a showroom that we open by appointment only. We are located in Fredrikstad, Norway.
In quieter periods we can knit to order. Delivery time varies.

DO YOU STILL HAVE QUESTIONS?