EU ORDER UPDATE 2021
Since 1st January 2021 there have been changes to the way the parcels are delivered to Ireland and countries in the European Union. To keep your experience with us as smooth as possible, here are a few key things you need to know.
VAT and Shipping
Our shipping rates are based on the weight of your order and include postage and packing. Weight calculations include the packaging as well as the products.
For a delivery address in the UK, we use Royal Mail tracked 48 delivery. Provided the goods are in stock, customers can expect delivery in 3 to 4 working days.
If the delivery address is outside the UK, we use the UK’s Royal Mail International Tracked service. If in stock, goods will be despatched within 2 to 3 working days. You will be able to track your parcel through to delivery point with Royal Mail Track and Trace.
We also offer DHL Express to International destinations for 1-2 day shipping to most destinations in Europe, USA and Canada. The rest of the world can take a little longer, usually 3-4 days. Please keep in mind to account for processing time for your order ( at least 24 hours Monday - Friday)
Please note that we only ship orders Monday - Friday. There is no postal pickup on the weekends. If you place your order after 12pm on a Friday, your order will not go out until the following Monday afternoon.
Customs and Duty
The prices of the products shown on our website INCLUDE the 20% VAT and will be adjusted depending on your location and your country's tax regulations at checkout.
Customs Fees & Duties (for US orders):
If you're in the US, please note that some orders may be subject to customs fees or import duties when they arrive. These charges depend on a variety of factors, such as where the product is made and what country it originates from.
We stock products from all over the world, and since tariffs and duties can vary based on the product and country of origin, we cannot predict exactly what fees might apply to your order.
These charges are not included in your checkout total, and it’s the buyer’s responsibility to cover them upon delivery. It's important to note that these policies are subject to change. For the most current information, it's advisable to consult the U.S. Customs and Border Protection or official government announcements.
- USPS (with Royal Mail): You might get a notice from USPS asking you to pay duties and fees online before they deliver.
- Private couriers (DHL): They often notify you in advance and collect the fees before delivery or at the door.
Please note we cannot undervalue orders or mark them as a gift.
Important Information for EU Customers
If you're shopping from an EU country, we’d like to remind you that we participate in the Import One-Stop Shop (IOSS) scheme. This means that VAT on orders under €150 is included in your checkout total, and you won’t have to pay any additional VAT or handling fees when your order arrives.
For orders over €150, you may be required to pay local VAT and customs duties upon delivery, as the IOSS scheme does not apply. These charges are not included in your checkout total and are the responsibility of the recipient.
If you have any questions, feel free to get in touch — we’re here to help!
Orders shipping to Northern Ireland will not be subject to import duties and additional fees on arrival.
Norway
Loop is registered in Norway under the VOEC (VAT on E-commerce) scheme. For purchases made in Norway, any single item priced under 3000 NOK (approximately £211) will have tax applied at checkout rather than upon delivery. This 3000 NOK limit applies to individual items, not the total order value. Please be aware that parcels shipped from the UK may still incur customs and handling fees, depending on the policies and practices of your country's authorities.
Returns to us from the EU or Norway
When returning orders, please mark your parcel as 'Returned Goods' on the outer packaging and any commercial invoicing to avoid any additional charges and delays getting back to us. See our Refund Policy for more detailed information.
Shipping to EFTA Countries (Iceland, Liechtenstein and Switzerland)
Deliveries to EFTA countries will remain the same with parcels sent with tracked Royal Mail 48 or DHL shipping and VAT excluded on orders. Orders will be subject to import duties and additional fees on arrival.
1.2 Product descriptions
All the information on the Loop online shop website is accurate to the best of our knowledge. However, we cannot guarantee that all product descriptions are current and error free. We will correct errors as soon as they are brought to our attention. Colour names and swatches are for your convenience only. Because of the difference in which computer screens display colours, the colour that you see may not match the actual colour of the yarn.
1.5 Our delivery service
For a delivery address in the UK, we use Royal Mail tracked 48 delivery. Provided the goods are in stock, customers can expect delivery in 3 to 4 working days.
If the delivery address is outside the UK, we use the UK’s Royal Mail International Tracked service. If in stock, goods will be despatched within 2 to 3 working days. You will be able to track your parcel through to delivery point with Royal Mail Track and Trace.
We reserve the right to withhold delivery to any particular place or location at our sole discretion.
The risk in delivery of the goods passes to you on the commencement of supply or transportation to you or, where you will not accept supply on the date of delivery, to temporary storage arranged by us or the postal / courier service making the delivery.
1.8 What happens if goods are out of stock?
In the event that we do not have enough stock to complete your order, we will email or phone you to advise. Please note that it can take between 10 and 28 days to re-stock from some of loop’s overseas suppliers.
2. CANCELLATION / RETURNS POLICY
2.1 Cancellation of an order
You have the right to cancel your order any time up and including fourteen days after delivery.
If a product you have ordered is not as described, you may cancel your order and return the goods to us in an unused re-saleable condition for a refund. We do not accept returns of any yarns that are discontinued or have been bought on sale.
For a full refund, you must contact us in writing (by email or by letter, see “2.3 How to return goods to loop”), but not by telephone, within 14 days, and goods must be returned within 30 days from delivery unopened and in a re-saleable condition.
Several types of goods are exempt from being eligible for return:
- All printed matter such as books, magazines, and patterns
- Any items discounted or on sale
- Any one of a kind vintage items
- Gift cards
We cannot be liable for returned goods which are lost or damaged in transit, so please ensure you use a recorded delivery service and insure the items for their value.
A credit will appear on your credit or debit card within 14 days of our receipt of the goods. If you have paid through PayPal we will do a PayPal refund.
2.2 What if you receive damaged goods?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Provided you notify us within 14 days of the receipt of the goods, we will happily reimburse any delivery costs incurred when returning damaged merchandise, and will send replacement merchandise at no cost to you.
Please include a description of the damage along with your details requested below (see 2.3 How to return goods to loop”). Failing such notice, the goods shall be deemed to be in accordance with these terms and conditions and you will be deemed to have accepted the goods and to be liable to pay for all and any charges therefore.
2.3 How to return goods to loop
Goods returned to loop must be accompanied by a copy of the original receipt, order number, customer’s email address, phone number and delivery address. All goods should be sent recorded delivery, and must be insured for the full value of the contents. Loop cannot be responsible for lost or uninsured packages.
When advising us of cancellation of an order, or that you received damaged goods, please email shop@loopknitting.com, or write to the return address below. Send all returned goods to:
Loop - Returns
15 Camden passage
Islington, London
N1 8EA
UK
2.4 Cancellation by us
We reserve the right to cancel the contract between us if:
(a) we have insufficient stock to deliver the goods you have ordered
(b) we do not deliver to your area
(c) one or more goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do cancel the contract we will notify you by email and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.