Help & Support

Returns and Refunds

Returns and refunds at Kniterlandia explained. Below you’ll find answers to frequently asked questions about return policies, tracking, shipping refunds, and processing times.

We want you to be fully satisfied with your purchase, which is why we've designed our return process to be as simple and hassle-free as possible. Here’s everything you need to know before making a return:

Return window

  • You must notify us of your intention to return your items within 14 days of receiving your order. You have a total of 44 days from the delivery date to return your items.

Item Condition

  • Items must be unworn, unwashed, and in their original condition, with all tags attached.

Exceptions

For hygiene and personalization reasons, certain items cannot be returned, including:

  • Worn, washed, or incomplete items.
  • Personalized items and (partially) used gift cards.
  • Underwear, swimwear, perfumes, and makeup (unless in original, sealed packaging, unless stated otherwise in our Terms & Conditions).

Returning Multiple Orders

  • If returning items from multiple orders, please use the original boxes and return labels for each order to ensure smooth processing.

For full details, please refer to our Terms and Conditions page.

We want to make returning your items as easy as possible. If your order isn’t quite right, you can send back one or more items by following the steps below. There’s no need to register your return—simply use the return label included in your package. Once we receive your return, we’ll process it as quickly as possible and issue a refund.

1. Notify Us Within 14 Days Before Returning Your Item

  • The return label provided in your original package is already active. However, please notify us of your intention to return the item within 14 days of receiving your order. You have an additional 30 days from the delivery date to return the product. Once the return label is scanned by the courier, we’ll be notified that your return is on the way.

2. Pack Your Items Securely

  • Place the items in their original packaging, if possible, or use another sturdy box to protect them during shipping.

3. Attach the Return Label

  • Use the return label included in your package and affix it securely over the original shipping label.
  • If your return label is missing or you have already used it for a partial return, please contact us to request a new one.

4. Drop Off Your Package

  • Bring your package to an official drop-off point for the designated courier.
  • If you’re unsure where to go, visit the courier’s website to find the nearest location.

5. Keep Your Proof of Postage

  • If available, request a proof of postage or a return tracking code when you drop off your package. This will allow you to track your return.

6. Track Your Return

  • Once your return reaches our warehouse, we’ll send you a confirmation email.
  • You can also check the status of your return using:
  • The tracking code on your proof of postage.
  • The return label’s tracking number via the courier’s website.

7. Refund Process

  • Once we receive your return (which may take up to 5 working days), we’ll process your refund.
  • Your refund will be credited to the original payment method, and processing times may vary depending on your bank. Refunds typically take 8-14 business days to appear on your statement.

Returning Items from Multiple Orders?

  • If you’re sending back items from different orders, please use the original boxes and return labels associated with each order to ensure smooth processing.

If you need help with your return or require a new return label, please contact us, and we’ll be happy to assist you.

  • Full Order Returns: If you decide to return your entire order, we will issue a full refund, including the cost of the items and any standard shipping fees you originally paid.
  • Partial Returns: If you return only some items from your order, the cost of the returned items will be refunded, but the original shipping fee will not be reimbursed.

Once your parcel has been picked up by the carrier, you can track its journey on the carrier’s website. A tracking number should be provided when you drop off your return.

Use the links below to check the most up-to-date status of your return:

As soon as our warehouse receives and processes your return, we’ll send you a confirmation email to notify you that your refund is being issued. If you have any questions or need assistance, please contact us.

It typically takes up to 5 working days for your return to reach our warehouse. Once received, your parcel will be scanned, and a refund will be automatically triggered.

  • Refund Processing Time: It takes 8 to 14 business days for the refunded amount to appear in your bank account after we have processed your return.
  • Refund Method: The refund will be issued to the same payment method used when placing your order.

Credit Card Refunds

  • If the payment has already been deducted, the refund will be processed back to the same credit card.
  • If the payment is still in a pending or reserved status, the hold will be released by your bank, meaning no money will be deducted.
  • Some banks may take additional time to process the refund after we have issued it. This depends on the bank’s policies and can vary per provider.
  • If you paid with a prepaid or virtual credit card, the refund will be issued to the same card, and it is your responsibility to ensure you still have access to it.

For the latest updates, we recommend checking your bank account directly. If you experience any delays, your credit card provider may be able to provide more details.

If you have any concerns, feel free to contact us.

For Customers with an Account:

You can track the status of your return by following these steps:

  • Log in to My Account.
  • Go to the Orders section.
  • Click on the order that includes your return.
  • Your return status and updates will be displayed there.*

For Guest Orders:

If you placed your order as a guest, follow these steps to track your return:

  • Visit the Order Status page.
  • Enter your order number and postal code.
  • Your return status and updates will be shown there.*

Additional Information:

  • Returns typically take around 5 working days to reach our warehouse, depending on the carrier’s pick-up frequency.
  • Once received, we will process your return and issue a refund.

* Some carriers may not display all tracking details in our system. For the most accurate updates, visit the carrier’s website and enter your return tracking number, which can be found on your return label or proof of return (if available).

Track your return directly via the carrier’s website:

Do you need further assistance?

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