Delivery, Returns & Refunds
CURRENT DISPATCH TIMES
WATERSHAUS ITEMS - up to 5 working days
NNN CHUNKY KNITS - up to 5 weeks
There are a few things you may like to know about your orders delivery, refunds, exchanges and postage. There are separate sections to whether you have ordered a NNN Chunky Knit item or another item from the rest of WatersHaus.
All items and have free UK postage if the order is over £100. If the order is £99.99 or less, there is a £4.50 postage charge for all UK orders.
We will aim to dispatch all items that do not include any NNN chunky knits within 5 working days. Your parcel will be dispatched using Royal Mail 2nd Class Signed For or Parcelforce 48 hour tracked depending on the weight of your order. You will receive a dispatch email when your order has been posted out with your parcel number/tracking number for the service it has been sent with. If your item has not arrived within 7 working days from your dispatch email, please get in touch and we will do our best to help.
If you order a NNN Chunky Knit product AND any other WatersHaus product, the dispatch time will apply to the chunky knits and be longer as they are all handmade to order.
NNN CHUNKY KNITS
Your item can take a while you get to you as everything is handmade to order however the current dispatch time at the time of your order can be found at the top of the website. You will receive a dispatch email when your order has been dispatched out to you with your personal parcel number. Please allow 7 working days for your item to get to you after dispatch. If you have still not received your item after this time, please contact us so we can track it for you.
All items are posted 2nd class Signed For via Royal Mail or via Parcelforce using 48 hour tracked. Once the item has been signed for at the address you gave for shipping, it is out of our hands, so please make sure you are the one signing for and receiving your parcel and the address given at the checkout is correct. There is a surname given for each signing so we can see when it has been delivered to you or someone at your address. Royal Mail will not let someone sign for your parcel unless they are at your address and Parcelforce will always deliver to your address unless you tell them otherwise.
Please note, although we will try to dispatch all order as soon as possible, once they have left us, it is out of our hands. Please take into consideration busy periods (Black Friday, Christmas) and any bad weather there may be around the UK as this may delay the couriers getting your order to you.
I am afraid we do not offer exchanges of products. We simply cannot guarantee that something will be in stock at the time of exchange due to orders taking 5 working days to be dispatched. If you are unhappy with your order, you may return it (see below) and order the new item/s through the website.
NNN CHUNKY KNITS
Due to each item being personalised by colour, I'm afraid we do not offer exchanges if you have changed your mind about your item as the wool is always bought in especially for your item. If you have placed an order, with the wrong colour, please get in touch within 24 hours so I can change this for you via the email email@example.com
RETURNS & REFUNDS
We understand that with shopping online and not being able to see the items in person, something may not be quite what you wanted when it arrives and that sometimes couriers can accidently damage parcels, but do not worry, we are here to help as much as we can!
If you have changed your mind about an item, you can return it by emailing us within 14 days of receiving your order and we can give you the address to return it too. Sending back your order will be your responsibility as we do not offer any free returns. We recommend using a tracked service as we cannot be under fault if it gets lost and you will also be able to see when your item has arrived back with us. Please make sure you return your order to us within 48 hours of us sending you the return address and the order must be in its original packaging, unused, undamaged, fit for resale and is safe for the courier. We will not be held liable for any items that have been damaged in transit back to us.
If an item has arrived to you and it has been damaged (this would be in transit as all products will be checked before being posted to you), please email us within 48 hours of delivery with photos of the damage, your full name and order number. We will need the photos so we can put in a claim with the courier. We will then give you the option of a refund (excluding paid postage charge) or if we have the item in stock, we can send a replacement.
Any refunds that are due will be processed within 10 working days. You will receive an email when a refund has been sent to you but please note, it may take 3-5 working days for it to arrive back to you. It will be processed via the original method of payment.
Our contact email is: firstname.lastname@example.org
NNN CHUNKY KNITS
I'm afraid we do not offer refunds due to each item being personalised by colour. If you have any problems with your order though when it arrives please don't hesitate to contact us. If you have placed an order, with the wrong colour as shown on your order confirmation, please get in touch within 24 hours so I can change this for you via the email email@example.com
Refunds will not be given for ordering the incorrect colour choice or for misuse of your item. Colour charts are displayed on every product listing and there is also the option to purchase colour samples before placing your order. Each chunky knit order comes with a small care leaflet and there is information on the website on how to care for your items. The chunky knit products are for decorative purposes only with light use and should be treated with care and gentleness.