Every Knotello companion is made by hand to make someone smile. If yours doesn't, I'd genuinely rather have it back than have it sit in a drawer.
The short version
You have 14 days from the day your parcel arrives to ask for a return, for any reason at all — including simply not loving it once you're holding it.
What I need
- The piece unused, unwashed and in the condition it arrived in
- Its original packaging where possible
- An email to knotello.pk@gmail.com or a WhatsApp message, with your order number and a line about what went wrong
How refunds work
Once your return arrives and I've had a look, I'll refund the full price of the item to your original payment method within 7 working days. Your bank may take a few days more to show it.
Original delivery charges aren't refunded unless the item arrived damaged or wasn't what you ordered. Return postage is yours to cover — unless the fault is mine, in which case I'll cover it.
If something arrives damaged
Send me a photo within 48 hours of delivery and I'll replace it or refund it in full, including postage both ways. No need to send anything back before we've sorted it out.
Made-to-order and personalised pieces
Custom banners, custom panels and anything stitched with your own words or design can't be returned for a change of mind — they're made for you and can't be offered to anyone else. This is why I always confirm the layout, wording and colours with you before I start stitching.
If a custom piece arrives faulty, or doesn't match what we agreed, it's covered like anything else. Tell me and I'll put it right.
Exchanges
Because each piece is one of a kind, I don't do straight swaps. Return the original for a refund and order the one you'd rather have.
Cancelling an order
If you change your mind before your parcel has been dispatched, message me and I'll cancel and refund it in full. For custom pieces, that's any time before I've started stitching.
This policy doesn't affect your statutory rights.
Questions? Email knotello.pk@gmail.com — a real person reads it.