FAQS

GENERAL

1. Do you offer a personalized gift service?
   We love that you gift our kits. Unfortunately, we’re currently unable to include personalized messaging on orders. However, all of our kits are beautifully packaged and no pricing is included with your order.
   
   
2. Do you have a telephone number for customer service?
   Our Customer Service team are currently working remotely due to Covid-19, so we are unable to offer support over the phone. Please get in touch with us via email and our lovely team will get back to you as quickly as they can.
   
   
3. What are the customer services opening hours?
   You can get in touch with us at anytime and our India team will respond to you between 9:30am and 5:30pm Monday - Friday. We aim to respond to emails within 48-72 hours, but during busier times this may be a tiny bit longer, so please bear with us!
   
   
4. Can I re-sell yarn that I buy on the website?
   If you are buying yarn to sell in a store, you will need to get in touch with our team here
   
   
5. How do I unsubscribe from your newsletters?
   You can unsubscribe through the link in any of our newsletters. :)

 

PRODUCTS

1. Can you let me know when a product is back in stock?
   We've added an out of stock feature to our product pages so you can sign up to be notified as soon as the item you are looking for is available. Simply click on the colour or size that you are looking for on the product page and enter your email address in the box shown, and we will send you an email once it's back in stock.
   
   
2. Can I buy needles/hooks separately or buy a kit without needles/hooks?
   Yes! All of our needles and crochet hooks are available individually on the Tools page. :)
   
   
3. Do you have a size chart with your sizing measurements?
   Here is our size chart to help you with picking your fit!
   
   
   
   
4. I need more measurements! 
   Sure. Contact our support team.

 

PATTERNS

1. Can I buy a pattern without the rest of the kit?
   We want you to get the full The Knit Klub kit experience, so we don't have all patterns available for purchase on their own. However, we do have a great selection of free patterns available here. We also will have some patterns available for purchase on their own as limited time promotions. Stay tuned to our social media channels.
   
   
2. How will I receive a pattern once I’ve purchased it?
   This is a digital download so after you have completed your order, you’ll receive a confirmation email which will include a link to download your pattern pdf. 

 

ORDERS AND DELIVERIES

1. Where's my order?
   The Klub aim to get orders shipped 24-48 hours after the order has been placed. During busy sale periods this may take a bit longer, so a 72 hour window is advised (not including public holidays).
   
   You should receive a tracking link in your ‘shipping confirmation’ email. This should give you a good idea of where your wooly treats are on their journey to you.
   
   If there seems to be a problem with the tracking link, let us know and we’ll be happy to look into this for you!
   
   
2. Delivery times and costs
   Please allow up to 3 working days from the order date for our warehouse team to pack and dispatch your order. After dispatch, it takes around 4-6 business days to reach you in India.
   
   We are doing our best to meet the indicated delivery times stated above. However, during promotional periods and COVID-19 restrictions there may be some delays.
   
   
3. Can I cancel my order?
   If you get in touch with us immediately we’ll do our best to action your request.
   
   Our team are working hard to process orders quickly so depending on the stage of processing that your order is at when we receive your request, we may not be able to amend or cancel it. Don't worry if that's the case - we will help you with returning the order.
   
   Please note that we are unable to amend the delivery address for an order once it has been dispatched. You will need to contact the courier directly to do this.
   
   
4. I have received a faulty item, what should I do?
   Oh no! We are so sorry you have received a faulty item. Please get in touch with our customer service team here and confirm the items that are missing or faulty and we will do our best to fix it as soon as possible!
   
   
5. How can I track my order?
   When your order is dispatched we'll send you an email with your tracking details so you can follow its journey. Please allow up to 24 hours after you receive your shipping notification email for your tracking link to activate.
   
   
6. Do I need to pay GST charges?
   All Indian prices shown are inclusive of GST at the applicable rate of 12%. 
   
   
7. Do you accept orders international orders (outside India)?
   We currently do not accept international orders. We are working on it. 

 

RETURNS AND REFUNDS

1. What is your refund policy?
   Please go through our standard return policy here
   
   
2. Where do I send my return?
   Please find the return address here
   
   
3. How long does it take to process a refund?
   We aim to refund you as quickly as possible when an order is returned to us. Most refunds are processed within 7-14 business days of receipt. Depending on your bank, you may need to allow a further 3-5 business days for the payment to clear or up to 24 hours if you paid via PayPal.
   
   All refunds are done using the same payment method used on the original transaction.

 

PAYMENTS

1. Why is my payment not being accepted?
   Sometimes when card issuers block transactions to us, you can contact your card company to resolve this. Or alternatively you can always pay via Paypal!
   
   
2. What currencies do you accept?
   We accept INR.
   
   
3. What payment methods do you accept?
   We currently accept payments from Visa, Mastercard, Discover, Amex,  and JCB