FAQ/Returns

 

Where are you based?

We are based in Ulverston, Cumbria. All our pieces are 100% made by us in our studio. That means we take the yarn, knit the pieces here, link them together, and do all the finishing here.

Do you have a retail store?

We now have a studio showroom as part of our workshop. This is in Ulverston and we are open mid week. You are welcome to arrange to visit us by emailing us hello@oubasknitwear.co.uk, we'd love to say hello!

Do you wholesale your pieces?

If you are interested in discussing stocking OUBAS and opening a trade account, please email trade@oubasknitwear.co.uk

 

Can I speak to someone about an item/an order?

Yes, please call us on +44 (0)1229 486022 any time between 9 am - 5pm Monday - Friday, or email us hello@oubasknitwear.co.uk to have us support you on any queries.

How long does delivery take?

 

Despatch is dependent on payment and stock availability. We will contact you directly with an estimated delivery date if something is different than what is on our product page. Note most garments are made-to-order after you pay, so allow 12-14 business days for us to produce your order for you.

Do you deliver to my country?

We deliver to most countries worldwide, however unfortunately at present not the EU. The delivery charge will be calculated at the checkout when you finish your order. Delivery times vary depending on location.

Is it safe to order online?

Yes, we use Shopify's secure payment processor to handle Credit/Debit Card information securely. None of your Credit/Debit card information is stored anywhere on this site. Security checks are also made on all payments, to ensure the authenticity of each card payment.

When will I be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Do you restock your items?

We make-to-order and can usually restock our yarns. We often offer a bespoke service to our past customers who have had old shades and loved them, so get in touch if there is something you have been drawn to. If you would like to ask about a product, size or a certain colour you love that is not shown, please email kate@oubasknitwear.co.uk we will be happy to help.

How do I know if my order was successful? 

If your order is successful you will receive an email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation.

If the product is in stock and there are no other problems, you should within the timeframe of 12-14 days, receive an email confirming when your order has been dispatched.


What is your returns policy?

 

We can change or cancel an order up until it is dispatched. If the order has been dispatched, you can return the product to us in its original packaging and we will organise a refund (excluding delivery charges). You must inform us of your intention to return the product by e-mail to returns@oubasknitwear.co.uk, within 14 days of receiving your order and must post the product to us within 7 days after this. 

Who pays for returns?

 

We regret that we do not offer free returns. This is something we hope to provide in the future.

Customers must pay for their return. Please follow the steps below:

  1. Email returns@oubasknitwear.co.uk to let us know you wish to return/exchange an order/item.
  2. Please ensure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in return transit.
  3. Customers returning products from outside the UK are responsible for any taxes and duties payable on the shipment.
  4. We will inform you when your return is processed via the email your order was placed with.