FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
Shipping
Where do you ship to?
We happily ship to most countries, however certain countries have import restrictions on knitwear, so unfortunately we are unable to ship to those locations. If an order is received from one of those countries, the order will be immediately cancelled and the customer will be given a full refund.
Customers are responsible for any and all duties, customs charges and fees that may be imposed by their country as a result of the shipment.
When will my order be shipped?
Our turnaround times are updated regularly and displayed in the Announcement Bar at the top of our Home Page.
How do I track my order?
All orders shipped to Austria or the U.S. include tracking. When your order ships, you will receive an email with a Austria Post tracking number. Once your package leaves Austria, your domestic postal service will take over the tracking updates. If your package appears to have stalled, try tracking it through your domestic postal service instead.
For customers outside of Austria or the U.S, not all shipping services available to you include tracking. If tracking is important to you, please select the Tracked Packet service.
Returns
Do you accept returns?
We do accept returns within 30 days of purchase on everything except digital files and personalized/custom items, as long as the item is unworn and in its original packaging. Customers are responsible for return shipping costs and the original shipping fee will not be refunded. You can check out our full Return Policy here.
How long does it take to process my return?
Your refund will be processed as soon as we receive your returned item. We recommend you ship your item back with tracking so that you can confirm that it has been delivered.
Can I exchange for a different item?
Exchanges will be treated as a return + new purchase. This way we can send you your new item right away, without having to wait for your exchanged item to be received.
General
How do I care for my item?
Most knits are best cared for by hand washing in cold water, reshaping them, and laying them flat to dry. For embroidered items, it is recommended to spot clean only.
Can you make an item in a different color?
We love to create our items in new and unique colors, but are sometimes limited by the yarn that is available. Please reach out to us here and we can let you know if the color you would like is available.
Are your items lined?
No, our items are not lined with fleece or any other material. Many of our items are designed to be warm without an extra lining by knitting them with thick yarn on smaller needles. This creates a very tight weave with no gaps and results in a thick, squishy fabric.