FAQs

What is your return policy? ▼

We do not accept returns or offer refunds for change of mind or non-defective items. However, if your item arrives damaged or defective, please reach out to us so we can assist you.

Can I return or exchange an item if I change my mind? ▼

Unfortunately, we do not accept returns or exchanges unless the item is defective. Due to the custom nature of our products, all sales are final.

what should I do if my item arrives damaged or defective? ▼

If you receive a damaged or defective item, please contact us within 5 days of receiving your order. We’ll work with you to resolve the issue as quickly as possible.

How do I start a return for a defective item?, Who is responsible for return shipping costs? ▼

To start a return, contact us with your order number and a photo of the defect. Once we confirm the issue, we’ll guide you through the return process.

How long do I have to report an issue with my order? ▼

Customers are responsible for the shipping costs on any returns. We recommend using a trackable shipping service, as we are not liable for lost return shipments.

Will I get a refund or replacement for a defective item? ▼

Please report any issues with your order within 5 days of receiving it. After this period, we may not be able to accommodate return requests.

How long will it take to process my return? ▼

For defective items, we offer either a replacement or a refund, depending on availability. Please let us know your preference when contacting us.

What payment methods do you accept? ▼

We accept major credit cards, PayPal, and digital gift cards. During checkout, you can select the method that best suits you.

Is my payment information secure? ▼

Yes, we use secure encryption technology to protect your payment information. Your data is handled with the utmost security in compliance with industry standards.

Can I pay with multiple methods (e.g., gift card or credit card)? ▼

Yes, you can combine payment methods at checkout, such as using a gift card alongside a credit card for any remaining balance.

What materials do you use? ▼

We use only high-quality, all-natural fibers, such as wool, cotton, and other sustainably sourced materials, to ensure both comfort and eco-friendliness in each item.

Are your materials eco-friendly or sustainably sourced? ▼

Yes, we prioritize sustainably sourced and environmentally friendly fibers. Our materials are carefully chosen to have a minimal environmental impact while offering the best quality.

Do you offer options for hypoallergenic or vegan materials? ▼

Absolutely! We offer hypoallergenic and vegan-friendly options, such as cotton and plant-based fibers, for customers with specific sensitivities or preferences.

How should I care for my knitted items? ▼

To keep your knitted items in excellent condition, we recommend hand washing in cool water with a mild detergent. Lay flat to dry to help maintain the shape and avoid shrinking or stretching.

Are there any special washing instructions? ▼

Yes, avoid using hot water, bleach, or harsh detergents. Machine washing is generally not recommended, as it may damage the fibers or distort the shape of the item.

Will my item shrink or stretch over time? ▼

Our yarn naturally ages with use, developing a soft, slight fuzz or gentle pilling over time—signs of a well-loved, cherished item. Just like your favorite blankets and sweaters, these handmade pieces evolve beautifully with wear. With proper care, they’ll maintain their original shape and quality. While some natural fibers may gently relax over time, following our care instructions will help keep them looking their best for years to come.

How do I choose the right size? ▼

Each product page includes a sizing guide to help you find the best fit. For custom items, you can provide specific measurements for a truly personalized fit.

Do you offer custom sizing? ▼

Yes, custom sizing is available on many of our products. Just select the custom sizing option at checkout or contact us with your specific measurements.

What should I do if my item doesn’t fit as expected? ▼

If your item doesn’t fit as expected, reach out to us within 7 days of receiving it, and we’ll do our best to find a solution. Custom items are generally non-returnable, but we’re here to help!

How do I place a an order for a custom item? ▼

To place a custom order, simply navigate to our Custom Orders page and select the item you’d like personalized. From there, you can choose customization options or reach out to us directly with any specific requests.

What customization options are available? ▼

We offer various customization options, including yarn colors, sizes, and additional design features such as pom-poms or stitching styles. Each product page lists available customizations.

Can I choose my own colors and materials? ▼

Yes, we have a selection of colors and materials available for custom orders. You can view these options on the product page or contact us for special requests.

How long will it take to make my custom order? ▼

Production times vary based on the complexity of the order and our current queue. Most custom items take between 1-3 weeks to create. We will provide a timeline once your order is placed.

Is there any additional cost for customizations? ▼

 
Some customizations may have an additional cost, depending on the materials and design complexity. Any extra costs will be displayed at checkout or confirmed via email before we proceed with your order.

Do you offer guidance on designing a custom piece? ▼

Absolutely! We’re happy to help you bring your vision to life. Feel free to reach out to us with your ideas, and we’ll work with you to create something unique.

Can I make changes to my custom order after placing it? ▼

Changes can usually be made within 24 hours of placing your order. After that, it may depend on the production stage. Please reach out to us as soon as possible for any changes.

Are custom items returnable or refundable? ▼

Due to the personalized nature of custom items, they are non-returnable and non-refundable unless there is a defect. If you have any issues with your order, please contact us, and we’ll work to make it right.

Can I order a bulk quantity of custom items? ▼

Each custom item comes with specific care instructions based on its materials. Generally, we recommend hand washing and air drying to maintain quality.

Do you offer gift-wrapping for custom orders? ▼

Yes, we accept bulk orders for custom items, depending on our current production capacity. Please contact us directly to discuss details, pricing, and production time.

Are your products made sustainably? ▼

Yes, sustainability is at the heart of our brand. We use only natural fibers and source materials responsibly, aiming to minimize our environmental footprint.

Do you support any social or environmental causes? ▼

Yes, we’re committed to making a positive impact through both environmental and social causes. Our efforts include:

1. Sustainable Sourcing & Low-Waste Practices: We prioritize all-natural, eco-friendly materials and minimize waste by repurposing leftover fibers into new creations, promoting quality, long-lasting products.

2. Supporting Artisans & Community: We work with skilled artisans locally and globally, providing fair wages and helping to sustain traditional crafts. We also contribute to local initiatives, offering handmade items to shelters and conducting workshops to uplift communities.

3. Social & Global Outreach: A portion of our profits goes to causes that address critical social issues, including international relief efforts and humanitarian support for crises like those in Gaza. We believe in contributing to both local and global causes, helping where it’s needed most.

Through these initiatives, we aim to support a more equitable and sustainable future for all.

How does your company minimize waste? ▼

We strive to reduce waste by using eco-friendly materials, optimizing our production processes, and repurposing leftover fibers whenever possible.

How long does it take to process my order? ▼

Each order is processed within 1-3 business days. Custom items may take longer based on the design complexity, with production times typically noted on the product page.

How long will it take to receive my order? ▼

Shipping times vary based on your location and shipping method chosen at checkout. Standard shipping generally takes 5-7 business days within the U.S., while international orders may take longer.

Do you offer expedited shipping? ▼

Yes, expedited shipping options are available at checkout for an additional fee. If you need an item by a specific date, we recommend choosing this option.

Can I track my order? ▼

Yes, once your order is shipped, you’ll receive a confirmation email with a tracking number. You can use this to monitor the delivery progress.

What are your shipping costs? ▼

Shipping costs depend on the shipping method and destination. The final shipping cost will be calculated at checkout.

Do you ship internationally? ▼

Yes, we ship internationally to select countries. Please be aware that international shipping times may vary, and additional customs fees may apply.

Will I be charged customs or import fees for international orders? ▼

International orders may be subject to customs fees, duties, or taxes, which are the responsibility of the buyer. These charges vary by country.

What should I do if my order hasn’t arrived? ▼

If your order hasn’t arrived within the estimated delivery time, please reach out to us with your order number, and we’ll help track down the shipment.

Can I change my shipping address after placing an order? ▼

If you need to change your shipping address, contact us as soon as possible. We’ll do our best to accommodate, but once an order has shipped, we’re unable to alter the address.

Do you offer free shipping? ▼

We occasionally offer free shipping promotions. Sign up for our newsletter or follow us on social media to stay updated on any current offers.

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Find answers to frequently asked questions about Knitty Gritty Witty's products and services