Returns & FAQ
Our promise: I want you to love what you ordered. If something arrives damaged, defective, or just isn't what you ordered, message us and I'll make it right. Our products fall into three groups, and each group has its own terms.
Returns by product type
Ready-to-ship handmade (finished one-of-a-kind pieces, like the Earthy Woodland Hat)
These ship exactly as shown. If yours arrives and it's not for you, return it within 3 days of delivery for a refund. Items must be unworn and in original condition, and return shipping is on you. Message us through the Contact page first so I know it's coming.
Made-to-order custom knit (beanies, mittens, and baskets in your colors)
Each piece is knit just for you in the colors you chose, so it can't be resold and all sales are final. That said, if it arrives damaged, defective, or isn't what you ordered, I'll remake it or refund you. Please double-check the size guide before ordering, since I can't take sizing returns on custom pieces.
Print-on-demand merch (hoodies, tees, mugs, posters, phone cases)
These are printed to order by our fulfillment partner. If yours arrives with a print error or quality issue, I'll replace or refund it. Send clear photos of the issue on a flat, well-lit surface (with the tag visible if there is one) plus your order number through the Contact page, and I'll sort it out fast.
Cancellations
Product Orders Cancellation Policy
- Custom knit: cancel or change your order any time before knitting begins. Once I've cast on, it's yours.
- Ready-to-ship and merch: cancel any time before it ships, using the link in your confirmation email.
- Print-on-Demand: If you wish to cancel or amend your order, please use the link provided in your confirmation email. You can edit your order at any time before it goes to production. Once your order has gone to production, you may be eligible for a replacement/resolution, depending on the situation.
Donations and Tips Cancellation Policy
Please note that donations and tips are non-cancellable and non-refundable. Once you have completed your checkout for donations or tips, I cannot cancel or refund it.
Damaged/Quality Issues
Message us through the contact form with your order number and clear photos of the issue on a flat, well-lit surface. I'll confirm within 3 business days and arrange a remake, replacement, or refund.
Product Orders Refund Policy
Approved PayPal refunds land back in your PayPal balance within 24 business hours.
Card refunds show up in 7 to 10 business days depending on your bank.
Donations, tips, and locked messages are non-refundable.
Shipping
- Handmade items ship free anywhere in the US.
- Ready-to-ship handmade: leaves the cottage within 3 business days.
- Made-to-order custom knit: please allow 2 to 3 weeks of knitting time (2 to 4 weeks for Whimsical specialty yarns) before your piece ships. Estimates, not guaranteed dates.
- Print-on-demand merch: printed and shipped by our fulfillment partner; timing shows at checkout.
- International orders may face import taxes or customs duties. Those are the buyer's responsibility.
FAQ
How do custom colors work? Pick your yarn tier, check the color chart in the product photos, and put your color choices in the "Leave a message" box at checkout. I'll confirm by email before I start knitting.
What if the color I want isn't on the chart? Message me through the contact form and I'll see if I can source it.
Can I return a custom piece if I just don't like it? Custom pieces are final sale unless damaged or wrong, since they're knit in your colors. That's exactly why I confirm colors with you before casting on.
Do you take returns on ready-to-ship items? Yes, within 3 days of delivery, unworn and in original condition. Just message us first.
Who do I contact about an order? Use the contact form right here on the site, and include your order number.
The fine print: Checkout is secure, and I accept credit/debit cards, PayPal, and other methods shown at checkout. Orders are handled by our Merchant of Record and merchandising partner, Fourthwall.com, who help with order-related inquiries and returns.