Frequently asked questions
Do you have a question about your order, delivery, or return? On this FAQ page, you’ll find answers to the most common questions about Knit Factory and our products. Can’t find your answer? Feel free to contact our customer service team.
Would you like to change or cancel an order? Unfortunately it is not possible to change or cancel your order. You have the following options:
- If your order is out for delivery, you can refuse it at the door.
- Have you already received your order? Then you can return it.
Would you like to keep track of your order? That is very simple. Your order will always go through a fixed number of steps. You will receive a corresponding email for every step. That way, you will know exactly where in the order process your order is.
Step 1 Order confirmation
As soon as your order has been placed, you will receive an email with the order confirmation. This describes exactly which product(s) you have ordered at what cost. You will also find your order number here.
Step 2 Order being processed
When our Sales department starts processing your order, you will receive an email notifying you that your order is being processed. From that moment on, we will be busy assembling and packing your ordered product(s).
Step 3 Order sent
If your order has been packed, it will be shipped from our warehouse. As soon as your package is sent, you will receive a delivery confirmation by email, containing the corresponding Track & Trace number. Using the Track & Trace link you can follow your package on the website of the transporter.
Have you not received your package? We are sad to hear that. Usually, you will still receive it soon.
Using the Track & Trace link you have received, you can follow your package on the website of the transporter. You can then see whether the delivery is underway, or that the delivery man has already been at your door. It may also be that the indication of the delivery time is changed.
Perhaps you have not heard the doorbell, or you had popped out for a moment? In that case, it may be that the delivery man has left a card in your letterbox. This card will indicate whether your package has been offered to your neighbours, or that it will be offered at another delivery time.
Still can't manage? Not a problem. Our customer service would love to help you out, so that the package will still be delivered soon.
We aim to deliver your products as quickly as possible. Is the product in stock and do you order it on office days before 16.00? Then we will ship it the same day.
The delivery costs vary per country. The delivery costs are always indicated clearly in your shopping cart.
The Netherlands
Free delivery on orders over €60.
For orders under €60, delivery costs are €5.95 for home delivery or €4.95 for delivery to a pickup point.
Belgium & Germany
Free delivery on orders over €60.
For orders under €60, delivery costs are €6.95 for home delivery or €4.95 for delivery to a pickup point.
Austria, France, Italy & Spain
Free delivery on orders over €80.
For orders under €80, delivery costs are €9.95 for home delivery or €7.95 for delivery to a pickup point.
Luxembourg, Portugal & Poland
Free delivery on orders over €100.
For orders under €100, delivery costs are €12.95 for home delivery or €8.95 for delivery to a pickup point.
Ireland & United Kingdom
Free delivery on orders over €100.
For orders under €100, delivery costs are €12.95 for home delivery.
Czech Republic, Denmark, Estonia, Latvia, Slovakia
Free delivery on orders over €150.
For orders under €150, delivery costs are €14.95 for home delivery or €9.95 for delivery to a pickup point.
Finland
Free delivery on orders over €150.
For orders under €150, delivery costs are €14.95 for home delivery or €12.95 for delivery to a pickup point.
Liechtenstein & Monaco
Free delivery on orders over €150.
For orders under €150, delivery costs are €14.95 for home delivery.
Hungary, Lithuania & Sweden
Free delivery on orders over €300.
For orders under €300, delivery costs are €29.95 for home delivery or €14.95 for delivery to a pickup point.
Croatia & Romania
Free delivery on orders over €300.
For orders under €300, delivery costs are €29.95 for home delivery.
Bulgaria, Greece, Iceland & Slovenia
Free delivery on orders over €400.
For orders under €400, delivery costs are €39.95 for home delivery.
Switzerland
Free delivery on orders over €400. €39.95 delivery costs for orders under €400.
Alternatively, you can use our partner MeinEinkauf.ch. They handle all customs formalities and, in many cases, offer a more cost-effective delivery solution straight to your door.
We always aim to ship your order in one parcel. If an item is out of stock, it will be sent separately at no extra cost.
Is your purchase not entirely satisfactory? Then you can entirely or partially return it within 30 days. The product should be returned undamaged, unused, complete, clean, and if reasonably possible in its original packaging. Any labels and price tags should not be removed.
You can report your return shipment by using the return portal. All you need is your zip code and the order number of your order. This number can be found in the order confirmation or invoice. Then drop the package off at the delivery point of your choice.
You can also use the European standard form for withdrawal to cancel the sale within 30 days.
Knit Factory reimburses the shipping costs for returns within the Netherlands, Belgium and Germany. Would you like to return part of your order that was shipped free of charge? In that case, shipping costs may be charged afterwards if the remaining order value falls below the threshold for free delivery.
For various other countries, it is possible to request a return label from us, which may be more advantageous. You can also choose to return the product at your own expense via another carrier.
The Netherlands, Belgium & Germany
Free returns.
Austria & France
Our return costs are € 4,95.
Italy & Spain
Our return costs are € 12,95.
Ireland, Luxembourg, Portugal & Poland
Our return costs are € 14,95.
Czech Republic, Denmark, Estonia, Finland, Latvia & Slovakia
Our return costs are € 16,95.
Hungary, Lithuania, Romania & Sweden
Our return costs are € 32,95.
When the return shipment has reached us in a proper state, the amount is refunded within 5 office days after we have received your shipment, to the account with which the purchase has been made.
If we receive your return shipment in a damaged or incomplete state, then we cannot process it, sadly.
The legal warranty period applies to all products you buy from Knit Factory. This means that the product always has to be in good shape and should function properly when used in a normal way. If you receive a product in which this is clearly not the case, we recommend you contact our customer service. We will then find a fitting solution. Depending on the type of defect, we will exchange or repair the product, or you will get your money back.
Warranty does not apply when:
- there is no receipt.
- the product has not been washed as stated on the care label.
- the wear and tear on the product is normal.
- changes have been made to the product, including reparations which have not been performed with Knit Factory's permission.
- defects in the product result of improper or incompetent use.
- damage to the product is caused by willful acts, gross negligence or poor maintenance which can be credited to the buyer.
Knit Factory has its own repair department. This allows us to quickly restore your product(s), in most cases within 5 working days. We will exclusively repair within a product's warranty period. This means that repairs will always be free of charge.
We are always looking for new points of purchase. Are you interested in becoming a Knit Factory dealer? Then fill in the contact form and we will contact you as soon as possible!
Knit Factory dealers can easily order using the online portal or by going directly to https://business.knitfactory.com/en.