FAQ

When is my order prepared?

Normal processing is 1–3 business days, and orders are dispatched within 3 business days.

Can I ask to cancel an order?

Please contact support@knitvra.com before dispatch to request cancellation. Once the parcel has been dispatched, cancellation cannot be guaranteed.

Can I correct my shipping address?

Email support@knitvra.com before dispatch to request a change. An address change after dispatch is not guaranteed and may depend on the carrier.

Which payment method is available?

Checkout uses PayPal only. Payment is completed through the PayPal payment process.

What currency will I pay in?

The transaction currency is EUR. Any conversion shown within your PayPal account is handled according to PayPal’s applicable account terms.

What if a payment does not go through?

Review any status or instructions shown by PayPal. For help with a payment linked to an order, contact support@knitvra.com.

How do I raise a payment concern?

For an unrecognised or duplicated transaction, an amount discrepancy, a refund question or a payment dispute, contact support@knitvra.com so we can investigate. This does not restrict your right to approach PayPal or other lawful dispute channels.

Which locations are served?

We deliver to European Union (EU) member states. Additional eligible destinations, where offered, appear at checkout.

How long is transit?

Transit is estimated at 7–15 business days after dispatch. This is an estimate, not a guaranteed arrival date.

What does standard delivery cost?

Standard shipping is 6$ for orders below 50. Orders reaching 50 qualify for free standard shipping.

Can I follow my shipment?

Yes. Every order includes tracking. Details are provided after dispatch once the tracking information becomes available.

Which company will deliver my order?

Shipments may use DHL, UPS, FedEx, USPS or YunExpress depending on destination, route and operating arrangements; no particular carrier is guaranteed.

What happens when a parcel appears lost?

Contact support@knitvra.com. We review tracking, investigate with the carrier and may request reasonable delivery information. If a parcel is confirmed lost, we arrange reshipment or a refund; the customer is not made responsible for the confirmed loss.

When can I submit a normal return request?

For an eligible ordinary return, contact support@knitvra.com within 14 calendar days after receipt to register your request.

Does the 48-hour support note change my return period?

No. Where possible, please let us know within 48 hours of deciding to return an item or discovering a return problem so we can help promptly. This is a support guideline, not a separate return eligibility requirement; it never shortens the ordinary 14-calendar-day window or a statutory right.

Where do I send a return?

First contact support@knitvra.com. Customer support supplies the correct return address and instructions. The registered business address is not automatically a returns address.

Who covers return postage?

For an ordinary change-of-mind or size-preference return, the customer pays return shipping. When items are damaged, defective, incorrect or incomplete, the merchant bears the applicable return shipping cost.

Can I exchange for a different item or size?

Yes, direct exchanges are available. For a non-defective exchange, the customer pays return and replacement-item shipping. If the exchange results from merchant responsibility, the merchant pays both applicable shipping charges.

Is there a restocking fee?

No restocking fee is charged.

Which size chart should I use?

Measurements in the Size Guide are general references. Product-specific sizing on the relevant product page takes priority.

Where should privacy or cookie questions go?

Please contact privacy@knitvra.com for personal-data rights, GDPR or cookie-consent enquiries.

How do I reach the store about my order?

For orders, changes, delivery, returns, exchanges, refunds, sizes and payments, use support@knitvra.com.

How soon will an approved refund be handled?

For approved ordinary refunds, the internal target is 7 business days after return receipt and necessary inspection. This is not a legal deadline and cannot displace mandatory statutory refund periods.

Where is a refund paid?

Approved refunds are normally sent back to the original PayPal payment method. The payment provider may take additional time to display the refund.

Can EU consumers withdraw without giving a reason?

For qualifying EU distance-sales orders, consumers generally have a 14-day statutory right of withdrawal from receipt without giving a reason, subject to lawful exceptions.

What delivery charges are returned following EU withdrawal?

Applicable standard original delivery costs are reimbursed as required by law. Any extra amount paid for delivery above the least expensive standard method may be excluded where the law permits.

Must I pay to return goods after EU withdrawal?

The customer may pay the return postage if that responsibility was made clear before purchase. Mandatory consumer rights always prevail.