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Placing an order

What should I do if I can’t find the product I’m looking for on the website?

If an item is sold out on our website, find a Knit-ted partner near to you in our Store locator. Contact us by phone or by email so we can check if the item is in stock in the partner’s store.

How do I place an order?

Select a product on our category page, choose the right colour and size, and select the Add to shopping bag button. Items that are sold out can’t be selected. Then, after placing all the items you wish to order in the shopping bag, click the shopping bag icon in the upper right corner. Then select Proceed to checkout, where you’re required to enter your address. In the next step you’ll need to  choose your shipping method and your payment information. After placing the order you’ll receive an email or SMS with the order confirmation and shipment information.

I forgot my password. What do I do?

To reset your password, select the Forgot your password? link and enter your email address associated with your account. You’ll receive an email with a link to reset your password.

Checkout

Do I need to have an account to place an order?

It’s not necessary to create an account to place an order. If you don’t wish to create an account, you’ll only need to fill in your e-mail address, shipping information and payment information.

Can I change or cancel my order after I have placed it?

It is not possible to cancel or change an order once the order has been confirmed. We offer free returns (within Benelux) so you can always return your purchased item(s) and place a new order.



Where can I find my order details?

You can view your order history from the account page on our website. Log in to your account and select My orders.



Payment

Which payment methods do you accept?

We only use the most up-to-date and reliable payment systems. We accept the following payment methods:

- iDeal
- Credit card (Visa and Mastercard)

When you have chosen your payment method, you will be asked to fill in your specific payment details. As soon as you've done this and confirmed the transaction, your payment will be processed automatically.

Can I pay safely?

Yes! All transactions are processed securely by Shopify payments. All the information exchanged for payment purposes is coded via the SSL protocol. These details can’t be traced, intercepted or used by third parties. They are not kept in our computer systems.

Where do I enter a discount code?

A discount code can be entered in the discount code field at checkout. Please ensure you enter your code prior to entering your shipping information.

Delivery

How much do I pay for shipment?

We are happy to offer free shipping on orders within the Benelux.

For orders outside the Benelux, you will find the shipping costs after filling in your address details during the check-out process.

How long does it take for my order to arrive?

We aim to deliver orders within the Benelux within 1-2 business days after payment has been processed. Check My orders in your account for shipment details.

For orders outside the Benelux the delivery time depends on the shipping partner.

Returns

How do I return my purchase?

If you wish to return your item(s), you can return your purchase within 14 days. These 14 days start on the day your order is delivered. We only accept returned products with attached tags, that haven't been worn, washed or damaged. Please note that we are not responsible for any items lost during shipping.

How do I return my purchase within the Benelux?

If you wish to return your item(s), you can return your purchase within 14 days. These 14 days start on the day your order is delivered. We only accept returned products with attached tags, that haven't been worn, washed or damaged. Please note that we are not responsible for any items lost during shipping.

We are happy to offer you free returns for orders within NL or BE. Please fill in the attached return form to let us know what you want to return and why. Attach the included PostNL return label on the outside of your parcel and drop at your chosen PostNL drop-off point. If you no longer have this label, you can send us an e-mail with you order number to info@knit-ted.com.

How do I return my purchase outside the Benelux?

If you wish to return your item(s), you can return your purchase within 14 days. These 14 days start on the day your order is delivered. We only accept returned products with attached tags, that haven't been worn, washed or damaged. Please note that we are not responsible for any items lost during shipping.

For returns outside the Benelux you will have to bear the return costs yourself. Please fill in the attached return form to let us know what you want to return and why. Unless agreed otherwise due to the nature of your complaint. Choose the shipping partner you wish, and return the parcel to:

Knit-ted returns
Molenveldweg 8
5953 KT Reuver
The Netherlands

We do not assume responsibility for reimbursement or compensation in the event that a return package is lost, stolen, or mishandled. We reserve the right to refuse return or any merchandise that does not meet our return requirements.

When will my payment be refunded?

Visit your Account to check the status of your returns and the amount owed to you.

Your payment will be refunded when your returned purchase is processed. Please allow up to 14 days for the transaction to process. You will be refunded to the same payment method you used to make the purchase. If you have paid by credit of debit card, we will refund the balance to the card originally used.

How can I exchange an item?

For exchanges, please return item(s) with our free return process and reorder them online in size or color you would like.