FAQ

Ordering

When will my order be shipped?
Orders are processed and shipped within 2–10 business days.

How long does delivery take?
Delivery usually takes 2–4 business days in Germany, 3–8 within Europe, and 7–21 business days worldwide.

Do you ship internationally?
Yes, we ship worldwide.

How much is shipping?
Shipping rates are calculated at checkout based on your location and order weight.

Do you offer free shipping?

  • Germany: Standard shipping is free
  • Worldwide: Free shipping on orders over €60
    Discounts are automatically applied at checkout

Can I change or cancel my order after placing it?
Please contact us as soon as possible at info@knitsandknotshaven.com. Changes or cancellations are only possible if the order has not been shipped yet.

Products

Are your items handmade?
Yes, all items are handmade with care.

Will my item look exactly like the photos?
Because items are handmade, small variations may occur, making each piece unique.

Do you offer personalized or custom items?
Yes, selected items can be personalized. Processing times may be longer for custom orders.

How should I care for my product?
Handwash or spot clean only to keep your items in the best condition.

Returns & Exchanges

What is your return policy?
Most items can be returned if unused and in original condition. Return shipping costs are the responsibility of the customer.

Are any purchases final sale?
Yes. All hair accessories are final sale and cannot be returned, exchanged, or refunded.

Can I exchange an item?
Exchanges are possible for eligible items, subject to availability. Hair accessories are excluded.

Who pays for return shipping?
The customer is responsible for return shipping costs.

What about sale items?
Sale items are final sale unless stated otherwise.

Payments

What payment methods do you accept?
We accept the payment methods shown at checkout.

Is my payment secure?
Yes, all payments are processed securely through trusted providers.

Tracking & Delivery Issues

Will I receive tracking information?
If you added tracking to your order at checkout, you’ll receive the link by email once your order ships.

What if my package is delayed?
Delivery times are estimates and may be affected by customs or peak periods.

What if my order arrives damaged or incorrect?
Please contact us as soon as possible with photos so we can help resolve the issue.

Stock & Availability

Will sold-out items be restocked?
Some items may be restocked. Follow us on social media or check back on the website for updates.

Do you accept custom orders if an item is out of stock?
Feel free to contact us — we’ll let you know what’s possible.

Contact & Support

How can I contact you?
You can reach us at info@knitsandknotshaven.com.

How quickly do you respond?
We aim to reply within 1–2 business days.