Return & Refund Policy

Last updated: 14 September 2026

At Hilda's Knitwear, we want you to feel confident shopping with us.

This Returns & Refunds Policy explains our 30-day returns policy, your statutory right to cancel, how to request a return, who is responsible for return shipping, how refunds are processed, and how we handle faulty, damaged or incorrect products.

This policy applies to purchases made through www.hildasknitwear.com.

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. 30-day returns policy

If you decide that an item is not right for you, you may request a return within 30 days of receiving your order, subject to the conditions in this policy.

This may include situations where:

• the item does not fit as you expected;

• you selected the wrong size or colour;

• you no longer want the item; or

• you have otherwise changed your mind.

Your statutory right to cancel. Under UK law, you have the right to cancel your order for any reason within 14 days, starting the day after you receive your goods. After telling us you wish to cancel, you then have a further 14 days to send the goods back.

Our 30-day returns period includes this statutory 14-day cancellation period and extends it. The conditions in this policy apply to returns made after the statutory period, and nothing in this policy limits your statutory right to cancel.

Your right to cancel is separate from your rights where a product is faulty, unsafe, incorrectly supplied or not as described.

2. How to request a return

To request a return, please contact us within the applicable return period at:

Email: info@hildasknitwear.com

Website: www.hildasknitwear.com

Please include:

• your full name;

• your order number;

• the email address used to place the order;

• the item or items you would like to return;

• the reason for your return (optional for a statutory cancellation); and

• clear photographs or video if you believe the item is damaged, faulty, incorrect or materially different from what you ordered.

Our customer support team will review your request and provide the appropriate next steps.

3. Please contact us before returning an item

Please contact us before sending a product back.

Our products may be shipped through different international fulfilment facilities, so the address shown on your original parcel may not be the correct return address.

Once your return request has been reviewed, we will provide the appropriate return instructions and return address.

Depending on the product and fulfilment location, the designated return facility may be located outside the United Kingdom, including in China.

Do not automatically return a parcel to the sender address shown on the original package. That address may belong to a shipping carrier, logistics provider or outbound fulfilment facility that is unable to process customer returns.

Returning an item to an address other than the return address provided by our support team may result in delays or difficulties locating the parcel.

This process does not limit any rights you may have under UK consumer law.

4. Condition of returned items

To qualify for a change-of-mind return, the item should:

• be returned in substantially the same condition in which it was received;

• be unworn other than reasonable try-on;

• be unwashed;

• be unused;

• be free from stains, makeup, perfume, deodorant, smoke, pet hair or other signs of use;

• have original tags attached where applicable;

• have applicable hygiene seals intact; and

• include the original product packaging where reasonably possible.

You may carefully try on clothing or footwear indoors to determine whether it fits, in the same way you would reasonably inspect an item in a shop.

Proof of purchase may also be required.

If you cancel within the statutory 14-day period and an item has been handled more than was necessary to establish its nature, characteristics and functioning, we may reduce your refund to reflect any loss in value.

These conditions apply to change-of-mind returns only. They do not prevent you from exercising your rights where a product is faulty or not as described.

5. Sizing and fit

Where available, products on our website include sizing information or a size guide.

Sizing can vary between styles, fabrics, designs and manufacturers. We therefore recommend checking the measurements shown on the relevant product page before ordering.

For a normal change-of-mind return, choosing the appropriate size based on the sizing information provided remains the customer's responsibility.

Small variations in garment measurements may occur as a result of:

• manual measurement;

• manufacturing tolerances;

• fabric characteristics; and

• production methods.

Where stated on the relevant product information, minor measurement variations may be considered normal provided they do not materially affect the product or cause it to differ significantly from its advertised description.

If you believe the measurements of the item you received materially differ from those advertised, please contact us. We may ask you to provide photographs showing the item being measured at the relevant measurement points.

Where an item materially differs from its advertised sizing or is otherwise not as described, your rights under UK consumer law are not affected by our normal change-of-mind conditions.

6. Product colours, materials and minor variations

We make reasonable efforts to display our products accurately.

Please keep in mind that colours may appear slightly different depending on:

• your screen or device;

• screen brightness;

• browser settings;

• photography; and

• lighting conditions.

Minor variations in stitching, texture, colour tone, buttons, zips or finishing may also occur between production batches.

The feel of a fabric, including its softness, thickness, stretch or texture, can also be subjective.

Minor or subjective differences will generally be treated as a change-of-mind matter where the product otherwise materially matches its description.

This does not affect your rights where a product is materially different from what was advertised or is otherwise not as described.

7. Return shipping costs

Change-of-mind returns and cancellations

For change-of-mind returns, including statutory cancellations and returns because of:

• size or fit preference;

• colour preference;

• style preference; or

• no longer wanting the product,

the customer is responsible for arranging and paying the direct cost of returning the item.

Because our designated return facility may be located outside the United Kingdom, international return postage may apply.

Return shipping costs can vary depending on parcel size, weight, destination, postal or courier service and the shipping option selected. We recommend checking the expected return shipping cost with your chosen carrier before sending your parcel.

Faulty, damaged or incorrect products

Different rules apply where a product is faulty, damaged, incorrectly supplied or not as described.

In those cases, we will cover the reasonable cost of returning the item in accordance with the Consumer Rights Act 2015. If you have already paid reasonable postage to return such a product, we will reimburse it. Please keep your postage receipt.

8. Tracked return shipping

For change-of-mind returns, we strongly recommend sending your parcel using a tracked shipping service.

After shipping your return, please provide us with:

• the tracking number; and

• where available, a link to the carrier's tracking page.

Please keep your postage receipt and tracking information until your return has been completed.

Until the returned item reaches us, it remains your responsibility. If a change-of-mind return is lost before reaching the designated return location and you cannot provide evidence of sending it, we may be unable to issue the refund.

This does not remove any rights or remedies available under UK consumer law.

9. Inspection of returns

Once a change-of-mind return reaches our designated return location, the item may be inspected.

We may check:

• whether the correct product has been returned;

• the condition of the item;

• whether it has been worn beyond reasonable try-on;

• whether it has been washed or altered;

• whether tags and applicable hygiene seals remain intact; and

• whether the item has been damaged after delivery.

Where an item is returned in a condition that does not comply with this policy, we may decline the return made outside the statutory cancellation period or, where lawful, reduce the refund to reflect a loss in value.

This does not limit remedies available for a faulty or not-as-described product.

10. Items excluded from change-of-mind returns

For hygiene, health or practical reasons, the following products cannot be returned for change of mind:

• lingerie, underwear and swimwear where the hygiene seal or protective liner has been removed after delivery;

• pierced earrings where the hygiene seal or sealed packaging has been opened after delivery;

• cosmetics or personal-care products supplied sealed where the seal has been broken after delivery;

• personalised or custom-made products made to your specifications; and

• gift cards.

Items clearly identified as Final Sale before purchase are not covered by our extended 30-day returns. Your statutory 14-day right to cancel still applies to them, unless one of the exceptions above applies.

These exclusions apply only to change-of-mind returns. A product is never excluded from your rights where it is faulty or not as described merely because it was discounted, on sale, marked Final Sale or part of one of the categories listed above.

11. Faulty, damaged or incorrect products

If you believe you have received:

• a faulty product;

• an item damaged on arrival;

• the wrong product;

• the wrong size or variation compared with what was ordered;

• an unsafe product; or

• an item that materially differs from its advertised description,

please contact us as soon as reasonably possible at info@hildasknitwear.com.

Please include:

• your order number;

• a description of the issue;

• clear photographs or video showing the issue;

• photographs of the packaging where relevant; and

• photographs of the shipping label where relevant.

Providing this information helps us assess the issue more quickly. We may request additional reasonable information where necessary to determine what has happened.

Where possible, we recommend notifying us of visible shipping damage within 5 days of delivery because this can make it easier to investigate the issue with the carrier. However, this 5-day period is not a deadline for exercising your statutory rights.

12. Assessing product problems

We may reasonably assess a product before determining which remedy applies.

Depending on the circumstances, we may ask you to:

• provide additional photographs or video;

• provide proof of purchase;

• answer reasonable questions about the problem; or

• return the product for inspection.

You do not need the original packaging to make a valid claim for a faulty or not-as-described product.

We may decline a claim where the available evidence establishes that the problem was caused after delivery by matters such as:

• misuse;

• accidental damage;

• abnormal use;

• unauthorised alterations;

• failure to follow reasonable care instructions; or

• ordinary wear and tear,

and where Hilda's Knitwear is not otherwise legally responsible for that problem.

13. Your rights under the Consumer Rights Act 2015

Goods you buy from us must be of satisfactory quality, fit for purpose and as described.

If they are not:

• Within 30 days of delivery, you are entitled to reject the goods and receive a full refund.

• After 30 days, you are entitled to a repair or replacement. If a repair or replacement is not possible, or does not fix the problem, you may be entitled to a price reduction or a refund.

• Within 6 months of delivery, a fault is presumed to have been present at delivery unless we can show otherwise.

These statutory rights take priority over our voluntary returns process.

14. Proof of purchase

We may ask for reasonable proof that the product was purchased from Hilda's Knitwear.

Suitable proof may include:

• your order confirmation;

• your order number;

• a payment record;

• an account purchase history; or

• another reasonable record showing the purchase.

For a claim about a faulty or not-as-described product, the absence of original product packaging does not by itself prevent you from seeking a remedy.

15. Refunds

Change-of-mind refunds and cancellations

Once your return has been received, we will notify you of the outcome.

If the return is approved:

• the refund will be made to the original payment method;

• we will not charge you a fee for the refund; and

• we will process the refund within 14 days after we receive the item back or, for a statutory cancellation, within 14 days after you provide evidence that you have sent it back, if earlier.

Your bank, card issuer or payment provider may require additional time before the refund appears in your account. We do not control processing times imposed by banks or third-party payment providers.

Refunds for faulty or not-as-described products

Where you are entitled to a refund under the Consumer Rights Act 2015, the refund will be made within 14 days after we agree that you are entitled to it, without any fee, and will not be made subject to conditions that unlawfully restrict your statutory rights.

16. Original shipping costs

Where you cancel within the statutory 14-day period, we will refund the cost of standard delivery. As standard delivery is free, there is normally no separate shipping amount to refund.

If you chose a more expensive delivery option, we are only required to refund the cost of our standard delivery option for a statutory cancellation.

Where the refund relates to a faulty or not-as-described product, delivery costs and other reasonable costs will be dealt with in accordance with UK consumer law.

17. Partial refunds and alternative solutions

In some circumstances, we may offer an alternative solution rather than requiring a product to be returned.

This may include:

• a partial refund while you keep the item;

• store credit;

• a replacement product;

• a different size or style; or

• another mutually agreed solution.

You are not required to accept a voluntary alternative offer. Where you have a statutory right to a particular remedy, offering an alternative solution does not remove that right.

18. Exchanges

Direct exchanges may not always be operationally available.

If you would like a different size, colour, product or style, please contact us.

Depending on stock availability and the circumstances, we may:

• arrange a replacement;

• offer another suitable product;

• ask you to return the original item and place a new order; or

• offer another agreed solution.

For a voluntary size or preference exchange, additional shipping charges may apply where clearly communicated to you.

Where a replacement is required under UK consumer law, your statutory rights take priority over our voluntary exchange procedure.

19. Store credit

Where offered and accepted, store credit may be provided as an alternative to a refund for a voluntary return.

We will tell you the amount of the credit, any applicable expiry period and any material conditions before you agree to accept store credit.

We will not require you to accept store credit instead of a refund where UK consumer law gives you a right to a refund, including when you cancel within the statutory 14-day period.

20. Refused, unclaimed or undeliverable parcels

If a parcel is:

• refused without prior agreement;

• not collected from a collection point within the carrier's timeframe; or

• undeliverable because of an incorrect or incomplete address provided by the customer,

the parcel may be returned to the sender or our fulfilment facility.

Once the returned parcel has been received and identified, we will contact you where appropriate regarding the available options, such as reshipping the order or processing an eligible refund.

Where the delivery failure was caused by circumstances within the customer's control, reasonable redelivery or return-to-sender costs may apply where permitted by law.

No such charge will be imposed where the failed delivery resulted from an error for which Hilda's Knitwear is legally responsible.

21. Customs and import charges on returns

Because returns may be sent internationally, customs or processing requirements may occasionally arise.

Customers should follow the return instructions we provide and correctly identify the shipment as a returned product where required by the carrier or customs documentation.

For change-of-mind returns, customs charges or third-party processing charges resulting from the customer's chosen return method may remain the customer's responsibility where permitted by law.

If a return relates to a faulty or not-as-described product, reasonable costs will be handled in accordance with UK consumer law.

22. Return fraud and abuse

We reserve the right to investigate reasonably suspected return fraud or abuse.

Examples include:

• returning a different product from the one supplied;

• falsely claiming that a used or damaged item arrived in that condition;

• deliberately damaging or altering a product before making a claim;

• manipulating tracking information; or

• submitting knowingly false or misleading information.

We may decline a voluntary return where we reasonably determine that it is fraudulent or does not meet the conditions of this policy.

Nothing in this section permits us to refuse a valid remedy required under UK consumer law.

23. Order cancellations before dispatch

If you wish to cancel or change an order, please contact us as soon as possible at info@hildasknitwear.com.

Orders may enter our fulfilment process shortly after being placed. Where an order has not yet progressed too far through processing, we will make reasonable efforts to accommodate your cancellation request.

Once an order has entered advanced processing, been packed or been dispatched, we may no longer be able to stop or retrieve the shipment. In that case, you can still cancel after delivery under your statutory 14-day right to cancel or our 30-day returns policy, where the item qualifies.

24. Your statutory rights

Our 30-day returns policy is offered in addition to your rights under UK consumer law.

These rights cannot be excluded merely by:

• our 30-day return period expiring;

• the product being on sale;

• the product being identified as Final Sale;

• original packaging being unavailable; or

• a condition in this returns policy.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded.

25. Contact us

For questions regarding a return, refund, faulty item, exchange or cancellation, please contact:

Hilda's Knitwear

Email: info@hildasknitwear.com

Website: www.hildasknitwear.com