Shipping & Returns
UK Delivery Information
We aim to ship our orders on the same or next working day. Our same day cut of point is 2pm. Orders placed on Friday after 2pm are dispatched on Monday.
All our orders are sent using the Royal Mail 2nd Class Signed For service and should arrive within 48 hours after dispatch or the Royal Mail 1st Class Signed For Service which should arrive 24 hours after dispatch. The customer has the option of 1st or 2nd class delivery options. Both are tracked and signed for services. Tracking number are only available on request. Larger order of over three kits will may be sent in two batches or via a signed for courier service.
All orders are sent to the shipping address provided. Sincerely Louise can not be responsible for parcels being undelivered if an incorrect address is supplied. Orders that are returned to the studio due to an incorrect shipping address will need the postage repaid or can be refunded minus the original shipping charge.
European and International Delivery Information
All International Orders
Orders are sent via a tracked and signed for service which is guaranteed service. These prices vary depending on the weight of the order.
Shipping to Europe should take 3 - 5 working days to arrive, but could take up to 20 working days.
Shipping to countries outside of Europe should take 5 - 7 working days to arrive, but could take up to 25 days working days.
All orders are sent to the shipping address provided. Sincerely Louise can not accept responsibility for undelivered parcels if an incorrect address is supplied. Orders that are returned to us in 'Nixie' will need the postage re-paid for, or we can offer a refund minus the postage costs.
Tracking number are only available on request.
My item hasn't arrive, what should I do?
If your item hasn't arrived that makes us super upset and will do everything we can to get you knitting ASAP!
Firstly we'll ask for you to check your local delivery office to see if it has arrived and is being held. In most cases of undelivered items the orders are returned back to SL HQ marked 'not called for'.
If you item has been lost in the post then we'll send another one out to you. In accordance with Royal Mail's lost item policy Sincerely Louise can only send the replacement order 10 working days after it's due delivery date for UK orders, 20 working days after it's due delivery date for European orders and 25 working days after it's due delivery date for Worldwide orders.
Can I order your items as gifts and send them straight to the recipient?
Yes you can. Just change the delivery address to the recipient you'd like your order sent to.
Returns & Exchanges
Sincerely Louise does accept returns, however you must contact us at firstname.lastname@example.org within 14 days of delivery of your order and ship the item back to us within 30 days of delivery of your order. Please note we cannot accept returns for patterns, books or the pattern booklets within any of our kits. Kits will be refunded minus the cost of the pattern, all patterns within kits have the value of £5.00. All returns must have the materials and kit bag sent back in their original condition as the buyer is responsible for any loss in value. The customer may keep the pattern within any kit returned, this will not affect the 'original condition' of the materials and kit bag.
The buyer must pay for the shipping cost of item to be returned to us. We strongly recommend sending all returned orders using a signed for service and retaining your proof of postage as a refund cannot be issued until the item has been delivered to the Sincerely Louise studio. The original shipping charge of all orders sent from Sincerely Louise to the customer are also non refundable.
Sincerely Louise is happy to accept exchanges. The buyer must pay for the shipping cost of item to be returned to us and for the additional postage fee for the exchanged item. If an order is to be exchanged for a higher value item the additional cost of the higher value item must be paid.
Please note Sincerely Louise cannot issue additional yarn for any project if it has been knitted in the incorrect tension. We do require a clear photograph of a tension swatch for any enquiry where the customer has run out of yarn.
Returns and Exchange Address
74 John Street
Email us at email@example.com