1. Ordering and Payments
Which payment methods do you accept? We offer a variety of secure payment options to ensure a seamless checkout experience. You may complete your purchase using major credit and debit cards, including Visa, Mastercard, and American Express. Furthermore, we support digital solutions such as Apple Pay, Google Pay, and various electronic wallets for your convenience.
Is my payment information secure? Protecting your data is our priority. Our website employs industry-standard encryption protocols to process all transactions. Your payment details are handled with strict confidentiality and are processed through secure, validated channels to maintain the integrity of your financial information.
2. Shipping and Delivery
Which regions do you deliver to? We primarily serve customers across Europe and the United States, ensuring our handcrafted knitted products reach your doorstep efficiently.
How long will it take to receive my order?
- Order Processing: All orders are prepared for dispatch within 1–3 working days.
- Transit Time: Following dispatch, delivery typically takes 6–12 working days. We collaborate with premium logistics partners, including DHL, FedEx, and UPS (Priority services), to ensure reliable carriage.
How can I track my parcel? Transparency is fundamental to our service. At key milestones—including order dispatch, arrival at regional logistics hubs, and when the parcel is out for local delivery—an automated tracking notification will be sent to the email address provided at checkout. This allows you to monitor every stage of your order’s journey.
What happens if my delivery is delayed? Should your package exceed the standard estimated transit time, please contact our support team. We will promptly initiate a formal investigation with the carrier. Depending on the findings, we will resolve the matter by either issuing a full replacement or a complete refund.
3. Returns and Cancellations
What is the “Right of Withdrawal” for European customers? In accordance with European Union consumer protection regulations, customers residing within the EU possess a statutory 14-day Right of Withdrawal. You may cancel your contract and return your item without providing a specific reason within 14 days of receiving the goods.
What is your policy for damaged or defective items? If you receive an item that is damaged or defective, please contact us via email at knittedblanket@stitchknotmat.com with photographic evidence of the issue. To ensure a swift resolution, we do not require you to return the damaged unit. Once the evidence is verified, we will arrange for a replacement or a full refund immediately.
How do I initiate a return? For standard returns under the 14-day withdrawal period, the items must be in their original, unused condition. Please contact our customer service team to receive the appropriate return instructions and our designated return address.
4. Contact Information
How can I reach Stitch Knot Mat LLC? For any enquiries regarding our products or your order, please use the following official contact channels:
- Email: knittedblanket@stitchknotmat.com
- Telephone: +1 (604) 265-9084
- Registered Corporate Address: 1100 Melville Street, Suite 300, Vancouver, BC V6E 4A6, Canada
- Operational Warehouse: 1100 Melville Street, Suite 300, Vancouver, BC V6E 4A6, Canada
