Contact information
Everything to do with Knit & Loom goes through one address, and it is read every working day.
We reply within 1–2 business days, Monday to Friday. Messages that arrive at the weekend or on a public holiday are answered the next working day.
WHAT TO INCLUDE
Putting these in the first message saves a round trip:
- Your order number — it starts with # and is in your confirmation email.
- The email address you ordered with, if it differs from the one you are writing from.
- The item and colour you are asking about.
- Photographs, if something arrived damaged or is not what you ordered.
RETURNS
Returns start here. Email us within 14 days of delivery with your order number and the items you want to send back, and we will confirm the return address. Please do not send anything back before you have heard from us — see our Refund Policy for the full terms.
WHERE IS MY ORDER?
Dispatch confirmations include a tracking reference where the service provides one. Tracking can take up to 48 hours to become active. Typical delivery is 5–8 business days from dispatch. If tracking has not moved for 10 business days, write to us and we will chase the carrier.