↓What shipping courier do you work with?
We currently work with DHL for most worldwide orders. We offer both Standard and Express shipping.
Please note that at the moment, we are unable to ship orders with our carriers to these countries: Russian Federation, Ukraine, Azerbaijan and Georgia.
Packages within Lithuania are shipped via courier or local post, depending on which service offers the fastest delivery date.
↓Where can I find my tracking number?
Once your order has been sent, you'll receive an email with your tracking number. If by any chance you lose your tracking number (don't worry, it happens to the best of us) feel free to contact our customer care rep for help: email@example.com or fill out our contact form.
↓When will you ship my item?
Most of our knits are shipped the next business day after you place your order. Yay!
Although keep in mind that some colors and styles are made-to-order and can take up to nine business days to knit. Once your order has been shipped, we estimate you'll receive your order within 1-7 business days of its shipping date, depending on the shipping method you selected.
Shipping times may vary, but rest assured we work our hardest to get your sweet new sustainable knits to you as quickly as possible.
Tax and Duties
↓Are taxes included in your retail price?
The Knotty Ones is responsible for covering the customs duty and customs clearance fee.
Returns and Exchanges
↓What is your return and exchange policy?
We want to make sure you love our pieces as much as we do. If you'd like a different size, color or maybe even style, we're here to help! Drop us a message and we'll see what we can do.
Return items have to be:
- unworn, unwashed and unaltered
- in sellable condition with original tags attached
- shipped out within 14 days of you receiving the items
- received within 30 days of you receiving the items
To proceed, please get in touch with our customer care rep: firstname.lastname@example.org or fill out our contact form. Be sure to include your order number and reason for return/exchange.
Kind reminder: all return shipment costs remain the customer's duty but we'll send you your new piece for free!
Please note that all sale and custom-size items are on final sale, meaning they cannot be returned, refunded, exchanged or altered.
↓Can I return a clearance item?
All sale and custom-sizing items are on final sale, meaning they cannot be returned, refunded, exchanged or altered.
↓Can I return an altered, custom-made item?
Due to the nature of altered and custom-made items, these are considered final sale, which means they cannot be returned, refunded, exchanged or altered.
↓How does your return/exchange shipment process work?
We want to make sure you love our pieces as much as we do. If you'd like a different size, color, or maybe even style, we're here to help! Drop us a message and we'll see what we can do.
Kind reminder: all return shipment costs remain the customer's duty but we'll send you your new piece for free!
To process a refund or exchange, you'll need to ship the return package back to our warehouse in Lithuania.
We can also book a courier to pick up the return package for you. You'll receive a shipping label to your email, which you can pass along to the DHL carrier, attaching all needed documents.
DHL return slip from EU countries to Lithuania (including the UK) - €9 // ~ $11 // ~ £8
DHL return slip from non-EU countries to Lithuania - €15 // ~ $18 // ~ £13
*These prices are valid for 1-item packages and prices may differ for multiple-item return packages.
The DHL return slip cost can be either deducted from your refund or paid separately via our website.
↓How do I determine the return value of the items?
If you book the return with our courier, we'll take care of item value declaration.
If you decide to ship the return item yourself, be sure to contact our customer support rep email@example.com and we'll advise you on this matter!
↓How long does the refund process take?
Please note that it can take us up to five business days to inspect an item and issue a refund, once we've received it.
You'll see the refund appear on your statement typically within a week once issued, depending on your bank and payment method.
If you believe the payment is overdue, please contact your bank provider directly.
↓Can I cancel my order?
We hope you love your knits as much as we do but, if you do need to cancel your order for any reason, you can do so as long as your order has not yet been shipped. You can do this by contacting our customer care rep at firstname.lastname@example.org or filling out our contact form.
However, if your order has already left our warehouse for delivery, you'll have to claim it as a return item. Check our return and exchange policy for more information.
↓Oops! I ordered the wrong item, can I change it?
If your order hasn't yet been shipped, you can easily change it by contacting our customer care rep at email@example.com or filling out our contact form
However, if your order has already left our warehouse for delivery, you'll have to claim it as an exchange item. Check our return and exchange policy for more information.
↓I entered the wrong shipping or billing information. What should I do?
If you've entered the wrong shipping or billing address, be sure to contact our customer care rep at firstname.lastname@example.org or fill out our contact form ASAP.
↓When will my pre-order ship?
The estimated shipping date is noted on the product page. We try our best to ship your items as soon as we can.
↓When will I be charged?
When you place a pre-order you will be charged in full straight away. This is so we can secure your knit for you.
↓What happens if I order in-stock and pre-order items?
If you place an order with pre-order items and in-stock items, you will receive separate shipments and shipment confirmations when each item is dispatched.
↓What happens if I order multiple pre-order items?
If you order more than one pre-order item, and they have different shipping dates, they may be sent together if estimated shipping dates are close in time, if not, we will ship your items separately so you can cozy up in your new knit as soon as possible.
↓What if I want to return a pre-order item?
Our regular return policy applies to pre-order items. You will have 14 days from when you receive your item from your order to return any items from your order. For ease of return processing, we recommend only making one return shipment.
↓What payment methods do you accept?
- Apple Pay
- Splitit (pay in intstallments with Visa or Mastercard)
↓My card was declined. What should I do?
If your card/payment has been declined, you can either reattempt the payment or select an alternative payment method. If the payment still declines, please contact your payment supplier.
↓Can I pay in installments?
We've recently teamed up with Splitit, pay-later services that let you split your payment into monthly installments.
If you'd like to treat yourself to a new knit but still want to plan out your monthly finances, select the payment method Splitit at checkout.
Got questions about the payment system? Feel free to Splitit Shopper Support here.
↓What currencies do you accept?
It doesn't count towards your monthly budget if you pay in a foreign currency, right? Just kidding.
You can view our prices in the following currencies:
- Euro €
- US dollar $
- AU dollar $
- GB pound £
However, keep in mind that, upon checkout, all prices convert back to Euro and you'll be charged in Euros depending on the daily exchange rate (but you won't be charged extra for currency conversion).
↓Who is Splitit?
Splitit is a payment method solution enabling you to pay for purchases with an existing credit card by splitting the cost into interest and fee-free monthly payments, without additional registrations or applications.
↓What date will my payments be processed?
Installment payments are taken monthly on the same date as you make your first payment.
You can check your payment due date in the Splitit consumer portal here.
↓Why can't I use my debit card to take out a Splitit installment plan?
Splitit helps consumers use their existing credit line to turn purchases into smaller, monthly payments. As debit cards aren't credit we are unable to accept them.
↓What happens if I cancel or return my order?
As soon as The Knotty Ones accepted your cancellation or return, Splitit will cancel any future scheduled payments as well as refund any amounts due.
↓I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the Visa or Mastercard which was originally entered at checkout.
↓Where can I find Splitit Terms and Conditions?
You can find them here.
↓How does Splitit work?
Credit Card*: At the time of purchase, once the we confirms the shipment, you will only be charged for the first payment. The remaining balance will be held on the credit card until the final payment is made. After each monthly payment, the amount held from the available balance will be reduced to the new remaining balance.
*Note that the held amount might show as ‘pending transaction' on your credit card statement.
Debit Card*: At the time of purchase, once the we confirm the shipment, the shopper will only be charged for the first payment. The remaining balance will be held on the credit card until the final payment is made. After each monthly payment, the amount held from the available balance will be reduced to the new remaining balance. When using a debit card, the entire amount will be held on the card as a temporary hold, and released within 5 business days. Debit cards may be limited by number of permitted installments or purchase total.
*Some merchants will only accept credit cards and not debit cards.
↓Which cards are supported by Splitit?
Splitit is supported by Visa and Mastercard credit cards.
↓In which countries is Splitit available?
Splitit is available worldwide as long as you pay with a Visa or Mastercard.
↓How much will my monthly installment payments be?
This depends on the amount of your purchase and over how many installments you choose to pay your plan. The amount of your purchase is divided into equal monthly payments.
↓How will I receive information about my installment payment plan?
When you sign up for a payment plan with Splitit, you will need to provide an email address to receive regular communication from Splitit. You will receive secure login information to review your account, including installment transaction activity and other Splitit payment plan data.
↓What is the authorization process?
As well as the first installment payment, you need to have at least the whole value of your purchase available as credit on your credit card as an authorization (hold) is kept on this for the duration of your instalment plan in order to guarantee future payments to the merchant or retailer.
↓I don't have enough credit on my credit card to cover the whole amount of my purchase. Can I still take out a plan?
You need to have at least the whole value of your purchase available on your card as an authorization (hold) is kept on the total amount outstanding in oredr to guarantee future payments.
The authorization amount reduces with each monthly payment you make until the balance is cleared and are renewed periodically. The previous authorization is removed as soon as a new one is obtained.
↓Is there a fee for paying early?
Splitit never charges any interest or fees and you can pay your plan off early through the Splitit consumer portal here without incurring any fees.
Interest, fees and/or charges may apply from your card issuer so please check.
Contact and Customer Support
↓Customer support contact
We love to chat! Feel free to drop us a line and say hi via email: email@example.com or fill out our contact form and our customer care rep will show you some love.
↓How do I get in touch with your PR and press team?
Have a PR or press-related question? You can reach her via email: firstname.lastname@example.org
↓I've got a wholesale related inquiry. Who should I contact?
If you'd like to chat about wholesale partnerships, feel free to reach out to Justina via email: email@example.com
↓I'd like to chat about your sustainability practices. Who should I contact?
Our favorite subject!
Want to talk sustainability? Be sure to reach out to us via email: firstname.lastname@example.org and she'll fill you in!
↓When will you get back to me?
We always do our best to get back to you with an answer within 24 hours. Unless it's the weekend or a national holiday, when our entire team is forbidden from working!
Office Hours: Mon-Fri 9am - 6pm EET
↓What are your customer support working hours?
Our customer care rep works Mon-Fri 9am - 6pm EET, excluding national holidays.
We'll be sure to give you an answer within 24 hours.
↓Where can I get in touch about something else?
We're always growing as a brand and we'd love to hear your thoughts. If you have any tips, concerns or you'd just like to drop by and say hi, feel free to reach out to our customer care rep via email: email@example.com or fill out our contact form
↓Where is your office located?
Our headquarters are in Vilnius, Lithuania but our design and brand team is based in New York.
Our warehouse is located in the small town of Prienai and our home and partner factories are located throughout rural Lithuania.
You can find more information about where each knit is produced on its product page.
↓How should I wash my knit?
We recommend you dry-clean all of our knits.
Pro tip: Be on the look-out for sustainable dry cleaners that use wet cleaning and carbon dioxide cleaning methods.
Wool in general is a self-sufficient material that doesn't require a lot of washing (it's great for the planet AND your laundry runs). If you're not able to dry-clean your knit, air-drying or steaming also works.
We strongly recommend against washing your knits in the washing machine even if you have a hand-wash programme. This can potentially irritate the material, which can result in a shrunken/rough knit. And no one wants that.
↓Should my wool knit pill?
If you've purchased one of our wool knits, you might notice pilling when wearing the knit. Don't worry, this is totally normal: wool is a natural fiber and ages like fine wine (it pills less and less with time). We don't use synthetic blends of other materials in our yarn, so any pilling that you might see is a natural process for any wool knitwear. You can gently remove it with your hands or by using a fabric shaver.
↓I want to refresh my knit. Any recommendations?
If you'd like to give any of your knits new life you can try:
- Using a fabric shaver to remove any access pilling that might occur from the natural yarn.
- Using a fabric spray to remove any unwanted odors and bring a fresh smell to your knit.
- Using a steamer to steam your knitwear. By steaming, you'll be able to not only clean your knit but also give it a softer texture.
↓How should I store my knit?
We recommend you store all of your knits folded in a shelf, away from any harsh odors.
Where possible, try not to hang your knit up. This can alter the original shape of it.
↓I've noticed some pilling on my knit, what should I do?
Pilling is a natural life cycle of most knits made from natural yarn. But don't worry, your knit will pill less and less as time goes on. However, if you want to remove access pilling from your knit or any other garments, try using a fabric shaver.
We recommend our Pilo Fabric Shaver. But any other similar shaver on the market can also ensure that your garments stay looking fresh and good as new!
Not sure how they work? fabric shavers have small razors that remove any excess pilling and give garments a new life. They can be used on knits, trousers, outerwear garments, hats, gloves and any other clothing items that need a bit of love.
↓How can I remove odors from my knit?
Wool is a very self-sufficient material and it may not always need a wash - just a quick freshen up. You can do this by air-drying your knit or using a fabric spray.
Our Fabric Spray is great for this. It's not just another scented fabric spray. It's designed to eliminate any unwanted odors and give your knits a full on boost of freshness.
All of our knits are made from natural yarns, which means they don't need regular washing (wool is great at the whole #selfcare thing) but a fabric spray is a great solution to ensure your knits stay extra fresh in-between dry-cleaning washes.
↓What is a steamer used for?
Our Cirrus Steamer is basically the magic wand of the knitted garment world. This handy steamer provides an effective way of washing and ironing knits.
Steaming gives clothes a fresh feel and can also make your knits softer to the touch, more delicate and bouncy. Better yet - you can steam pretty much anything!
↓I want alterations made to my knit. What should I do?
We're happy to make a few tweaks to our handmade items to make sure your knit fits perfectly. However, this also means extra time for reworking knit structure, training our knitters and sourcing materials. So we charge a small fee to cover this.
Contact our customer care rep at firstname.lastname@example.org or fill out our contact form and we can chat about the changes you desire. Once your vision is clear, add the "Alterations" item to you cart. Keep in mind that multiple alterations of size and color will increase alteration pricing.
Please note: all custom-made items are designed specifically for you and are therefore final sale with no returns.
↓How much do alterations cost?
We charge a small fee to account for extra work needed to restructure the knit and source materials. Alteration prices start at €20 per product and depend on the type of alteration that will be needed.
For more details on alteration costs, feel free to contact our customer care rep at email@example.com or fill out our contact form
↓Do you make alterations to hand-finished knits?Unfortunately, alterations can't be applied to hand-finished items.
↓Do you do custom-made items?
We love that you're interested in custom-made items! Unfortunately, we work hard on our current designs and therefore don't have the time to produce custom-made items. However, we can always tweak any of our handmade knits' color or size.
↓How can I add the alterations service to my cart?
Once you've picked out your knit and added it to your cart, find the alterations item on our website and add this to your cart, too.
Then, you can go ahead and check out and mark any needed alterations in the buyer's note section.
Please note: alteration prices may vary so be sure to contact us beforehand.
↓Can I return/exchange my altered item?
Sorry! All custom items are designed specifically for you and are final sale.
Knitters Dream Fund
↓What is the Knitters' Dream Fund?
The Knitters' Dream Fund gives you the chance to donate amount of your choice (or make a separate donation) directly towards a dream of a woman who made your knit.
The Knotty Ones was started with the dream to provide stable jobs, fair wages and financial independence to women, mostly stay-at-home moms in rural areas of Lithuania, who otherwise would not have these opportunities in life. So The Knitters' Dream Fund lets us go that extra mile, and with your help, we can make some dreams come true!
↓How can I become a part of the Knitters' Dream Fund?
You can make a donation with every item that you buy via our store.
To do this, select the item variant that includes an extra donation that goes directly into our Knitters' Dream Fund.
If you'd like to make a separate donation you can do so by clicking here. Your knitter will be over the moon!
↓Where will my donation go?
All Knitters' Dream Fund donations are documented and are visible to all our knitters.
It's important to us to be transparent with our team, so we keep a log of all our philanthropists and the sums that are donated. Every knitter can then see fund's balance and keep track of how much each dream costs.
We also share updates about each knitter's dream on our social channels.
↓Where can I see the fulfilled Knitters' Dreams?
You can keep track of our fulfilled dreams by signing up to our newsletter and following our journey on social media. We love to share, so don't miss out!
You can also see our latest fulfilled dream here - Marina got her driving license!!
Due to COVID-19, our Knitters Dream Fund has come to a slight halt, but nevertheless we are extremely excited about the dreams we will be able to fulfill once the quarantine status lifts in Lithuania.