How can we help?
FAQs
My Order
Where is my order?
I didn’t receive any order confirmation
My order is showing as delivered but I haven’t received it
There are no tracking updates on my order since it was despatched
I’ve lost my order number
Can I cancel my order?
Can I amend my order?
Can I cancel my pre-order?
Can I amend my pre-order?
I’ve received a faulty item
An item(s) is missing from my order
My parcel arrived damaged
My order has been returned to sender
I need help with a pre-order
Corporate gifting
Shipping
How long does shipping take and how much does it cost?
Do you offer express shipping?
Where do you ship to?
Where do you ship from?
What couriers do you use?
Can I combine the shipping of my orders?
Do you deliver to PO Boxes?
The courier needs more information for my delivery
Holiday & Christmas shipping cut-off periods
Payments
Returns & Refunds
How do I return my order?
Can I exchange my order?
What is your returns policy?
My order was a gift, can I return or exchange it?
I need a new returns label
Have you received my return?
You’ve received my return, but I haven’t been refunded yet
I paid with Klarna, how can I get my refund?
Can I cancel or update my return request?
Products
My knit has stretched or shrunk, help!
Design
What is the NFC tag?
Can the NFC tag be removed?
How do I choose the right size?
Where are your products made?
My products smells floral
What is the Care Guarantee?
How do I make a Care Guarantee claim?
Why do you include a sheep?
Moths have eaten my beloved knit, help!
My knit has pulls or loose threads, help!
My knit has pilling, help!
How to wash & care for your knit
I need help with stain removal
Packaging
Sustainability
My Account
