Terms & Conditions

In placing an order on our website you agree to our terms and conditions.

English law applies to all orders placed on this website, and any disputes will be heard in the courts of England and Wales. When you place an order online with us you are making an offer to buy our goods. We will send you an email to confirm that we have received your order request. Once we have verified the price and availability of the goods we will email you again to confirm that your goods have been despatched to you, which signifies that a contract has been made between us. Every effort is made to ensure that our estimated delivery times are met; however occasionally delays in delivery due to unforeseen factors are inevitable.

Price Policy

Every item is described as accurately as possible. All product prices are shown in pounds sterling and are inclusive of VAT and exclusive of postage and packing charges, unless otherwise specified

Promotions

Promotions are subject to availability and are not an indication of availability. Offers may be changed or withdrawn at any time.

Payment Policy

All orders must be paid for in £ sterling. We will take all reasonable steps to ensure all the information provided by you during payment is secure by using an encrypted secure payment mechanism.

Delivery

Our delivery charges and estimated delivery times are clearly stated against each product. We use Royal Mail to deliver and our able to deliver most orders to most to all UK addresses for the same delivery charge. We are happy to deliver to international address: please contact us for a postage quote in advance of placing your order.

Parcels bigger than 60x45x45cm, or weighing >20kg may attract a supplemental delivery charge, particularly to Channel Islands, UK Islands, Northern Ireland and Highland and Island postcode areas: AB31-38, AB41-45, AB55-56, HS1-9, IV, KW0-17, PA20-78, PH15-99, FK17-21, KA27-28, ZE

We despatch all items as soon as they are available.

Our Returns Policy

If you’re not happy with your purchase, please return it to us unused and in its original packaging within 14 days for an exchange or refund. Unless faulty we are unable to accept returns on items that have been made specially for you. This does not affect your statutory rights.

On receipt of your returned item we will credit the full value of the item to the payment card or Paypal account used to purchase the item, excluding any shipping costs. Please note that we can not usually pay for the cost of returning the item unless the item is damaged or faulty.

Returned parcels remain the responsibilty of the customer until received by us and we recommend that you obtain a certificate of posting or, if the goods are of high value, use a tracked delivery service. We regret that we are unable to process replacements or refunds until the original items have been received back with us. Please note that, although usually much quicker, credit card refunds can take up to 10 working days to be processed by your bank.

Please note that if goods originally purchased as part of a bundle offer are returned for a refund, then we reserve the right to revert the remaining goods to their normal price and refund accordingly. We also reserve the right to refuse a refund if the condition of the goods reflects normal wear and tear.

How to Return an Item

Making a return is easy, and you may return any item within 14 days of receipt for a full refund, replacement or exchange.

Please email jennie@totallyknots.co.uk for further information

Cancellation

When you order with us you are covered by the Consumer Contracts Regulations 2013. This means that you have the right to cancel your order within 14 days of receipt of your goods as long as these goods were not made to your specification.

To exercise your cancellation rights, please write to us at jennie@totallyknots.co.uk including your name, order number, postal address and a description of the goods you wish to return. We expect you to have taken reasonable care of the goods, ensuring they remain unused and in their original packaging.

When we receive the goods from your cancelled order we will reimburse you, including original outbound postage charges, within 14 days via the payment method used for the original transaction. Any supplementary delivery charges (including any express delivery fee) will not be refunded, and a deduction may be made for goods returned in an unsatisfactory condition as a result of unnecessary handling. You are liable for the cost of return postage to us.