Delivery, Returns and Care Information

If you have any queries about your order, or an order you would like to place, please contact me by emailing info@collingwoodnorrisdesign.com

Payment

We use Stripe and Paypal to process our payments, and accept credit or debit cards.

You can also pay by cheque or bank transfer. If you are interested in paying by either of these methods, please email info@collingwoodnorrisdesign.com

Delivery

Some of our products are handmade and can take up to 14 working days to make. They will say they are made to order, but please allow plenty of time for this. This is a very small business, and while I aim to pack orders as quickly as possible, it may take 2-3 days to process your order.

If you have placed an order and would like to change the delivery address, please contact me as soon as possible. It is your responsibility to make sure the address is correct.

UK Delivery

We send all our knitted products out via Royal Mail Tracked 24, a service that is fully tracked, and normally takes 1 working day.

Rest of the World (now including EU)

From the 1st Dec 2024 I will no longer be shipping to the EU.

All our prices are in GBP, and your order may attract import duty and local sales taxes, which customers will need to pay on receipt of the shipment. On EU orders, you will be charged import duties as well as tax- please check your countrie’s rates before ordering to avoid unexpected costs and items being returned. Collingwood-Norris is not responsible for any customs or duty charges. Any parcels returned to us as unclaimed, for example due to customs charges being higher than expected; we reserve the right to deduct all costs incurred (this is likely to mean postage costs- for the postage costs of sending it to you).

I use Royal Mail International Tracked and Signed For for international delivery. This is meant to take up to 7-10 working days, but it can vary depending on your postal service.

All countries: Please check your address thoroughly when ordering! If items are returned due to an incorrect address, you will be charged postage again.

Christmas Post Deadlines 2024

If you would like your order to arrive before Christmas, then you need to place your order before these dates! To be sure, I recommend ordering as early as you can, as postal services will be extremely busy at this time of year.

EU: Order by the 30th November. From the 1st Dec I will no longer be shipping to the EU.

Australia : Order by 10am (GMT) on the 6th December

New Zealand: order by 10am (GMT) on the 9th December

USA, Canada, South Korea, Iceland: order by 10am (GMT) on the 13th December

Japan, Hong Kong, Singapore: order by 10am (GMT) on the 16th December

UK: Order before 10am on the 20th December.

Returns

To return an item, please contact us by emailing info@collingwoodnorrisdesign.com

We hope you will be entirely satisfied by your Collingwood-Norris knitwear, but if for any reason you are not, items you would like to return for an exchange or refund will be accepted within 14 days of delivery to you. Items returned outside of the 14 day period will only be accepted if they have been authorised by us first. Please note that your statutory rights are not affected.

Your refund will be made by Stripe, PayPal or in the same method used for the purchase.

Please note: You are responsible for the postage costs of returned or exchanged items. Please only send items via a tracked method of delivery that requires a signature on arrival, as it is considered your property until it arrives with us, and we are not liable to refund or exchange it.

The item must still have all labels attached and be in the same condition it was sent to you, so we can re-sell it.

Once we have received the item and checked that it is in a re-saleable condition, we will refund or exchange the item.

We aim to process all returns within 48 hours of reaching us and will email or write to confirm when this has been done. We are not responsible for any charges that may occur from Stripe, Paypal or your bank when receiving payments.

You will be billed for postage of any exchange items, before the item is sent.

For any returns, please find our address below:

17 Victoria Street, Galashiels, Selkirkshire, Scotland, TD1 1HH.

Digital Guides

It is not possible to return or exchange digital guides, as they contain information and skills that once you’ve opened are yours. If you are unsure which guides are right for you, please ask before you buy and I will be very happy to help you choose the right ones. Use the email address at the top of this page.

Care Information

All my products are made with either lamb’s wool or silk. You can read more about the lamb’s wool fibre I use here.

Washing lamb’s wool:

Wash sweaters inside out. Hand wash in lukewarm water with delicate detergent, taking care not to agitate. Rinse in lukewarm water. Do not wring out water, but squeeze gently. Dry flat.

Washing Silk:

Follow the instructions for wool, but with cold water.

Storage

Store your knitwear flat/ folded- not not hang. Keep in something sealed to avoid moths.