Domestic Orders

• If your package is undelivered after 15 business days from ship date, please contact us
• We'll file a missing package claim with the shipping carrier
• Once the carrier confirms the package is lost, we offer two options:

1. Refund (item(s) cost only) to your original payment method, or
2. Replacement item(s) at 50% off (this helps cover materials and labor while we await carrier reimbursement)

International Orders

• If your package is undelivered after 60 days from ship date, please contact us
• We'll file a missing package claim with the shipping carrier
• Once the carrier confirms the package is lost, we offer two options:

1. Refund (item(s) cost only) to your original payment method, or
2. Replacement item(s) at 50% off including shipping cost (this helps cover materials and labor while we await carrier reimbursement)

Refund option:

• If you choose a refund option: refund will be sent to the original payment method within 7 business days. Please note, it may take an additional time for your bank or credit card company to process the refund.

Replacement option:

• Replacement items will be made fresh and will take 5 - 7 business days to complete.

If your lost/missing package arrives later

Sometimes lost/missing packages do eventually arrive. Here's what to do:

Before refund or replacement received

• Please contact us immediately, so we can cancel either: scheduled refund or item(s) replacement.

After refund or replacement received

You now have two packages! You may:

• Keep both packages and pay the remaining 50% for the replacement item(s)
• Return the replacement item(s) at your own expense.
• Please contact us within 5 days of missing package arrival and let us know with what option you would like to proceed.

If your item(s) arrives damaged:

Report within 48 hours of delivery with photos showing:

• The damaged item(s)
• The packaging (box and any interior packaging)
• The shipping label

We'll review your claim within 2 business days.

For confirmed shipping damage, we offer:

1. Refund (item(s) cost only) to your original payment method, or
2. Replacement item(s) at 50% off (this helps cover materials and labor while we await carrier reimbursement)

Note: You may be asked to keep the damaged item(s) until the carrier claim is resolved.

Refund option:

• If you choose a refund option: refund will be sent to the original payment method within 7 business days. Please note, it may take an additional time for your bank or credit card company to process the refund.

Replacement option:

• Replacement items will be made fresh and will take 5 - 7 business days to complete.

What's considered an item damage:

• Tears, holes, or stains on the knitwear
• Broken or missing components (buttons, closures, etc.)
• Damage clearly caused by rough handling or environmental exposure during transit

Not covered:

• Damage reported after 48 hours of delivery
• Normal wear and tear after use
• Damage from improper item care (please follow our care instructions)
• Minor imperfections inherent to handmade items