Returns

Return Policy

You may return most* new, unopened/unused items within 28 days of delivery for a full refund. Please contact us first before returning any item.

The customer must pay the return postage for the item (see below). We will pay the return shipping costs if the return is a result of our error (you received and incorrect or defective item etc). *Custom orders, Club and Advent products are classed as custom made orders and cannot be returned unless faulty.

If you are not completely satisfied with your purchase, in the first instance, please contact us via the contact form to let us know to expect a return. We'll let you know the address to send the return to for a prompt refund. Then simply return the item or items to us in their original condition within 28 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred and if available.  Refunds will be issued in the payment form you chose to pay for the item.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility, and refunds will only be given for the price of the items purchased. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. The item must be returned in its original packaging with any enclosed documentation.

Eligibility for 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. You’ll also need the receipt or proof of purchase. Custom orders, wholesale, Club and Advent Calendars are not eligible for refunds as they are customised orders to your specification when purchased. 

How to Start a Return
To start a return, you can contact us at sales@atomicknitting.co.uk, providing your full name and order number.

If your return is accepted, we’ll provide the postal address for the item(s) to be returned. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sales@atomicknitting.co.uk.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

All our products have a 3 month warranty from date of purchase on the website and we will repair or replace any faulty item. The item must be returned to us or photographic evidence must be supplied. Please use the contact form together with your invoice number to get in touch with us. Products that are outside of the 3 month window, can be repaired for a small fee. - please contact us for details.

Exceptions / Non-Returnable Items
Custom Made to Order requests, including wholesale, stitch marker club and Advent Calendars are excluded from this return policy.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at sales@atomicknitting.co.uk