Help & Support

Orders and Delivery

Orders and delivery at Kniterlandia explained. Below you’ll find answers to frequently asked questions about tracking, delivery issues, updates, cancellations, and more.

If your order was delivered to the wrong address, you can check its status by visiting the Delivery Status section in your account or by using the track & trace link in your shipping confirmation email.

If the order is still in transit, we recommend contacting the carrier directly to request a change to the delivery address.

In cases where the parcel is declined at the delivery address, it will be returned to our warehouse. Once the return is processed, a refund will be issued within 10 to 14 days.

If you haven’t received your order or need further assistance, feel free to contact us, and one of our team members will gladly help you.

If your order status indicates delivered but nothing has arrived:

  • Check with your neighbors to see if they accepted the parcel on your behalf.
  • Look for a delivery note from the courier with additional instructions.

If you’re still unable to locate your package, please get in touch with us, and our team will assist you further.

If you received the wrong item or part of your order is missing, please contact us, and our customer service team will be happy to assist you.

Once you’ve placed your order, we’ll keep you informed with a few emails about its progress.

Order and Shipping Emails:

  • You’ll receive an order confirmation email as soon as we’ve received your order.
  • A shipping confirmation email will follow once your order is processed. This will include a tracking number, which becomes active within 24-48 hours.
  • You’ll also get an email with the invoice for your order.

Return and Cancellation Emails:

  • A return confirmation email will notify you when we’ve received your returned item and verified its condition. We’ll also let you know that your refund is being processed.
  • If you cancel your order, you’ll receive an order cancellation email confirming the cancellation.

Tip: Sometimes, these emails might land in your spam folder. Be sure to check there or add us to your safe sender list to avoid missing any updates.

If you have an account:

You can cancel your order within 30 minutes of placing it by following these steps:

  • Go to the Orders page in My Account.
  • If cancellation is still possible, you’ll see a Cancel Order button.
  • Click the button and confirm to cancel your order.

If you ordered as a guest:

We can try to cancel your order for you. Please contact us within 15 minutes of placing your order, and our customer service team will assist you.

Missed the cancellation window?

If you’re too late to cancel, or if your order was processed quicker than expected, don’t worry. You can refuse the parcel upon delivery or return it to us later—free of charge.

Exceptions:

Please note that orders containing a gift card cannot be cancelled.

If you placed your order with an account:

  • Go to Orders in the My Account menu.
  • Click on View Order to check the current status.
  • If your order has been shipped, you’ll see a Track Order button that links directly to the carrier’s website for real-time updates.

If you placed your order as a guest:

  • You can check the latest status of your order here.

Unfortunately, we’re unable to change your order details once it has been placed.

If you’ve made a mistake, don’t worry—you have options:

  • Cancel the order if it’s still within the cancellation window.
  • Refuse the parcel upon delivery.
  • Return it to us at no cost.

If a delivery attempt is unsuccessful, the carrier will usually take one of the following actions:

  • Make another delivery attempt at a later time.
  • Try delivering the parcel to one of your neighbors.
  • Drop it off at a designated pick-up location.

The carrier will leave a note with details on the next steps and where to collect your parcel if needed.

If you received the wrong item, please contact us, and our customer service team will be happy to assist you.

Orders typically arrive within 3-5 business days after you receive your order confirmation. Please note that delivery times may vary depending on the carrier and pickup schedules.

Shipping Costs

  • Standard Shipping: €6.95 (free for orders over €100)

Notification of Delays

While we strive to ensure timely deliveries, unforeseen factors such as high shipping volumes or extreme weather conditions may cause delays. If this happens, we’ll do our best to keep you informed.

If your order has been partially or fully canceled, we’ll always send you an email explaining the reason. In most cases, it’s due to one of the following:

  • Out of stock items – If an item was unavailable at the time of shipping, we’ll issue a refund.
  • Billing or shipping issues – If something went wrong while verifying your payment or address details, try going back a step in the payment process to double-check your information. If your details are correct, we recommend contacting your bank for assistance. If the issue is related to your shipping address, ensure it matches the country of the website you ordered from.
  • Duplicate order – If you accidentally placed the same order twice, one might have been canceled. Please check if your original order was confirmed or shipped.

If you still need help, please contact us, and our customer service team will assist you.

Carrier Options:

  • Standard Delivery: PostNL
  • Standard Delivery: DHL
  • Express Delivery: UPS

Please note: It is not possible to select a different carrier for your delivery.

Delivery Location Options:

  • Your home address or another address of your choice.
  • A pick-up point designated by the carrier.

Yes — Kniterlandia offers international shipping across Europe and beyond. Below you'll find a list of countries we currently ship to.

  • Austria – Yes, we deliver to Austria.
  • Belgium – Yes, we deliver to Belgium.
  • Bulgaria – Yes, we deliver to Bulgaria.
  • Croatia – Yes, we deliver to Croatia.
  • Cyprus – Yes, we deliver to Cyprus.
  • Czech Republic – Yes, we deliver to the Czech Republic.
  • Denmark – Yes, we deliver to Denmark.
  • Estonia – Yes, we deliver to Estonia.
  • Finland – Yes, we deliver to Finland.
  • France – Yes, we deliver to France.
  • Germany – Yes, we deliver to Germany.
  • Greece – Yes, we deliver to Greece.
  • Hungary – Yes, we deliver to Hungary.
  • Iceland – Yes, we deliver to Iceland.
  • Ireland – Yes, we deliver to Ireland.
  • Italy – Yes, we deliver to Italy.
  • Latvia – Yes, we deliver to Latvia.
  • Liechtenstein – Yes, we deliver to Liechtenstein.
  • Lithuania – Yes, we deliver to Lithuania.
  • Luxembourg – Yes, we deliver to Luxembourg.
  • Malta – Yes, we deliver to Malta.
  • Netherlands – Yes, we deliver to the Netherlands.
  • Norway – Yes, we deliver to Norway.
  • Poland – Yes, we deliver to Poland.
  • Portugal – Yes, we deliver to Portugal.
  • Romania – Yes, we deliver to Romania.
  • Slovakia – Yes, we deliver to Slovakia.
  • Slovenia – Yes, we deliver to Slovenia.
  • Spain – Yes, we deliver to Spain.
  • Sweden – Yes, we deliver to Sweden.
  • Switzerland – Yes, we deliver to Switzerland.
  • United Kingdom (UK) – Yes, we deliver to the UK.

If your country isn’t listed, feel free to contact us. We’ll gladly check the shipping options for you.

Do you need further assistance?

You can reach us any day of the week, from Monday to Sunday, between 8 AM and 8 PM.