Home Delivery and Returns
Delivery and Returns
 
DELIVERY
Getting your goods to you quickly and in perfect condition is of utmost importance to us.   Deliveries are by Royal Mail.  All deliveries will be by registered mail and the orders will need to be signed for. Upon someone signing the package, its safety is no longer our responsibility.

Delivery Costs & Times

Delivery prices and times depend on your location. If you place an order before 2pm GMT we will aim to process your order the very same day. If your order is after 2pm or during a weekend it will be processed the next working day. 
 
All timeframes below are stated from point of dispatch and you will be notified via email when your order is on its way.

Great Britain and Northern Ireland

Delivery Times & Costs
Delivery Service
Cost (including VAT)
Estimated Delivery Time
Standard
Monday – Friday
£4 for 1-2 items. £6 for more than 2 items.
3 working days (from time of dispatch)

 Rest of European Union
We cannot specify the exact time of your delivery, just the possible timeframe a confirmation email will be sent when your package is on its way. Deliveries will be made between 8.30am-6pm, Monday to Friday. Additionally, we do not process orders or dispatch deliveries on Sundays, or on bank or public holidays. Everyone deserves a break once in a while.

Delivery Times & Costs – Rest of the Europe
Area
Delivery Service
Cost
Estimated Delivery Time
Europe
Airmail
£6 for 1-2 items. £10 for more than 2 items.
3 working days (from time of dispatch)

Rest of the World
We deliver to most countries around the globe. Delivery times will vary depending on your destination. The estimated delivery times are guideline only and the actual delivery date may be much later. We will of course aim to dispatch the order by the next working day and we trust that Federal Express will deliver your order without delay.

Delivery Times & Costs – Rest of the World
Area
Delivery Service
Cost
Estimated Delivery Time
Rest of the World
Airmail
£12 for 1-2 items. £20 for more than 2 items.
5 working days (from time of dispatch)

Please note Air Delivery time is taken from Dispatch, not from when order has been placed.
 
Please note that you may need to pay custom or import duties on your order once it reaches its delivery destination. We are not responsible for these charges. If you think these charges may apply we would suggest you speak to your local customs office.

How to track your order
 
If your order’s taking longer than expected or you want to find out when it will arrive, you can check its progress at www.royalmail.com. Simply enter your consignment number in the box on the left of the homepage. Your consignment number will be sent to you via email when your order is dispatched. You can also find it by logging in to your account and viewing your order history. You’ll need to set up an account with us to use this service.
 
Alternatively, if your order is severely overdue, please contact at cloudnineknitwear@yahoo.com and we will endeavour to contact you within 4 working hours.

RETURNS
 
Within 14 days of receipt, send the goods you wish to return to 14 Wheel House, 1 Burrells Wharf Square, London E143TA. You’ll need to pay the return postage and for safety, we would recommend you use a recorded delivery service and keep the proof of postage. Your parcel is your responsibility until it reaches us. We cannot accept liability for goods that get lost or damaged in transit back to us.
·        Any items returned to us must be in their original condition – if they’re not, we may be unable to accept them. Where reasonable care hasn’t been taken with any items, we reserve the right to refund you in full, less any amounts due by way of compensation to either repair the goods or cover any loss.
·        This does not affect your statutory rights.
As long as any goods you send back to us are in their original condition, we will refund your purchase including the cost of postage and packaging that you paid when you purchased the products within 30 working days of receiving your package.
 
EXCHANGES
 
It doesn’t happen often, but sometimes we make a mistake. If we’ve made one with your order or you have any issues with the goods themselves, the first thing to do is 

Contact our Customer Service Team at cloudnineknitwear@yahoo.com and we will help you with your exchange.

If your order was incorrectly packed or an item was faulty and you want a replacement, we’ll simply send you the correct item(s) or a new version of what you ordered once we receive the original items. We’ll also refund your original delivery charge and any costs you incur returning the item(s). We obviously won’t charge you for the delivery of the correct item(s) either.