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Shipping & Returns

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.

For a delivery address in the UK, we use Royal Mail 1st class tracked delivery. Provided the goods are in stock, customers can expect delivery in 3 to 5 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.

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.

Loop is now signed up for IOSS, collecting and remitting import VAT on your behalf. VAT on orders under €150 will be collected and paid by Loop Knitting (not by you upon delivery). Please note that these new rules do not apply to orders over €150 and that parcels from the UK may still attract customs and handling charges, based on the practices/policies of your own countries authorities.

Please note we cannot undervalue orders or mark them as a gift.

Orders shipping to Northern Ireland will not be subject to import duties and additional fees on arrival.

Returns to us from the EU

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, Norway and Switzerland)

Deliveries to EFTA countries will remain the same with parcels sent with tracked Royal Mail 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 1st class tracked delivery. Provided the goods are in stock, customers can expect delivery in 3 to 5 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, 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.