At Wild Skies Shetland, we want you to be delighted with your purchase. If, for any reason, you are not completely satisfied, we are happy to offer returns and refunds in accordance with the policy below.
Returns
If you change your mind about a physical item purchased from our website, you may request a return within 14 days of receiving your order.
To be eligible for a return, items must:
- Be unused and in their original condition
- Include original packaging and tags where applicable
- Be returned with proof of purchase or order confirmation
To arrange a return, please contact us within 14 days of receiving your order. Once your return request has been confirmed, items should be returned promptly and securely packaged.
Please note that customers are responsible for return postage costs unless an item is faulty, damaged, or sent in error.
We recommend using a tracked postal service, as we cannot be responsible for returned items lost in transit.
Digital Products & Downloadable Knitting Patterns
Due to the nature of digital products, downloadable knitting patterns and other digital downloads are non-refundable once the download has been accessed or delivered.
By purchasing a downloadable product, you acknowledge and agree that your right to cancel or request a refund is waived once access to the digital content has been provided, unless the item is faulty or inaccessible.
If you experience any issues accessing a digital product, please contact us and we will do our best to help.
Personalised & Custom-Made Items
Unfortunately, personalised or custom-made products cannot be returned or refunded unless they arrive faulty or damaged.
Refunds
Once your return has been received and inspected, we will notify you of the outcome of your refund request.
If approved, refunds will be processed to your original payment method within 5–10 working days. Please note that payment providers and banks may take additional time to process refunds.
Original shipping costs are non-refundable unless the item is faulty, damaged, or incorrect.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with:
- Your order number
- Details of the issue
- Photographs where possible
We will arrange a replacement, exchange, or full refund where appropriate.
How to Request a Return
To request a return, please contact us with:
- Your order number
- The item(s) you wish to return
- The reason for the return
We will provide instructions for returning your item.
Contact Us
If you have any questions about returns or refunds, please contact us:
Email: info@wildskiesshetland.com
Or use the contact form available on our website.
