Our Store Policies

Updated on 28.06.2024.

Transparency and Care

Our store policies are designed to ensure that our clients have a shopping experience that is fair, enjoyable, and rewarding. We are confident in our policies and encourage you to review them below. If you have any questions, please do not hesitate to contact us.

Terms and conditions:

1. Delivery

Please note that our delivery charges are calculated by adding the postage set by the delivery companies and the cost of packaging materials, such as envelopes, plastic, and paper wrapping. For international deliveries, there is an additional charge for completing all the customs documentation, as this requires extra resources. All charges are included in the postage displayed at checkout and are final. Please be aware that postage fees are non-refundable.

1.1. Domestic delivery: United Kingdom

Our current minimum postage and packaging charge for yarns, tools, and accessories deliveries in the UK is:

up to 150g: £2.15;
up to 1kg: £4.19;
up to 2kg: £5.69;
up to 9.90kg: £7.90;
up to 19.90kg: £19.99;
up to 39.90kg: £28;
more than 39.90kg: £200.00.

All yarns, tools and accessories are dispatched within 3-5 working days and sent via Royal Mail 2nd class or Tracked 48 services within 1-9 working days after dispatch.

For knitting machine delivery: please email Metropolitan Machine Knitting before buying a knitting machine. We only deliver knitting machines to the UK mainland, and delivery charges range between £20 to £100 based on the machine's weight and delivery address.

1.2. International delivery

1.2.1. USA and Canada

Our current minimum postage and packaging charge for yarns, tools, and accessories deliveries to the USA and Canada is:

up to 100g: £7.00;
up to 750g: £12.00;
up to 0.90kg: £16.00;
up to 1.9kg: £20.90;
up to 2.90kg: £34.00;
up to 3.90kg: £39.30;
up to 4.90kg: £45.00;
up to 6.90kg: £60;
up to 9.90kg: £80.00;
up to 14.90kg: £120.00;

Orders above 14.90kg will cost starting from £500.

We currently are not delivering knitting machines to the USA and Canada.

Please note that deliveries from the UK to USA and Canada can be a subject to additional taxes in the delivery destination country.

Please contact the relevant agencies of your country for detailed information on taxes and fees that you will be required to pay.

We are not responsible for taxes and fees in the delivery destination country. These taxes are the responsibility of the recipient to pay.

1.2.2. Australia

Our current minimum postage and packaging charge for yarns, tools, and accessories deliveries to Australia is:

up to 100g: £6.20;
up to 250g: £9.30;
up to 500g: £15.90;
up to 1kg: £24.95;
up to 2kg: £31.40;
up to 3kg: £40.00;
up to 5kg: £60.

Orders above 5kg will cost starting from £300.

We currently are not delivering knitting machines to Australia.

Please note that deliveries from the UK to Australia can be subject to additional taxes in the delivery destination country.

Please contact the relevant agencies of your country for detailed information on taxes and fees that you will be required to pay.

We are not responsible for taxes and fees in the delivery destination country. These taxes are the responsibility of the recipient to pay.

1.2.3. Europe

Our current minimum postage and packaging charge for yarns, tools, and accessories deliveries to Austria, Belgium, British Virgin Islands, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Ireland, Italy, Latvia, Lithuania, Luxenbourg, Netherlands, New Zealand, Norway, Poland, Portugal, Spain, Sweden, Switzerland, is:

up to 100g: £4.20;
up to 500g: £5.25;
up to 0.90kg: £14.20;
up to 1.90kg: £15.60;
up to 9.90kg: £50.00;
up to 14.90kg: £90;
up to 19.90kg: £170;
more then 19.90kg: starting from £300.

We only deliver to the countries mentioned above.

We do not currently deliver knitting machines to Europe.

Please note that deliveries from the UK to European Union countries are subject to additional taxes in the delivery destination country, as the UK is not part of the EU.

Please contact the relevant agencies of your country for detailed information on taxes and fees that you will be required to pay.

We are not responsible for taxes and fees in the delivery destination country. These taxes are the responsibility of the recipient to pay.

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1.3. We dispatch orders within 3-9 working days.

1.4. If there is a delay with dispatch and delivery, we will contact you to notify you about the new expected delivery date.

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2. Errors and Omissions

We do our utmost to ensure descriptions are as accurate as possible. Please note that despite our efforts to represent colours accurately, product colours may differ slightly from the ones displayed on the website. It is due to the nature of the digital images and differences in screen settings.

If an item differs from what is described, please contact us in writing (via email) to tell us about the problem, and we will get back to you ASAP.

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3. Faulty/ Damaged goods: Return process

If the item is not as described, faulty, or damaged, please email us within 20 days of the purchase date to inform us about the problem.

You will be offered two options: a full refund or a replacement. Whichever option you choose, you must return the faulty good (goods) to Metropolitan Machine Knitting within 14 days of receiving the confirmation email about the Return Process.

We will refund or re-dispatch within 14 working days after receiving the faulty goods (goods).

You will receive a full refund if you choose the refund option. You will not receive a replacement. No additional payments will be made.

If you select the replacement option, we will only refund your initial postage and packaging charge to cover the cost of returning the fautly item(s).

Please do not write on the item's packaging or damage the item.

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4. Lost or damaged during the delivery procedure

If your order does not arrive within 25 days (UK) or 40 days (international), please email Metropolitan Machine Knitting to start a Lost or damaged during the delivery claim.

In case of a lost parcel during the delivery, we will track it using Royal Mail. If a parcel is lost, we'll issue a full refund within 14 days of receiving your email.

Please ensure the address you provided is correct.

If your package arrives damaged, please notify us by email and read section 3 for Faulty or Damaged Goods.

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5. Health and safety

Our website sells safe products when used as directed by the manufacturer.

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6. Order acceptance

We will reject an order if payment authorization fails, the delivery address is incorrect, or it is not on our list of destinations (please check the 1. Delivery section).

In all these cases, the customer will be notified via email.

The customer must provide the correct delivery address and payment details. By providing payment details (credit/ debit card details), the customer confirms that they are using their own credit/ debit card and are authorized to use it and that there is sufficient funds/ credit to pay for the order.

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6.1. Copyright material:
Reproducing copyrighted material without the written permission of Metropolitan Machine Knitting breaks copyright laws and regulations. All who will brake a copyright laws and regulations will be reported to relevant investigative institutions.

To obtain permission to copy content created by Metropolitan Machine Knitting, please write to us.

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7. Privacy Policy

Metropolitan does not disclose any information to third parties following the Data Protection Act. Cookies are used only to track items in your basket and store any delivery addresses if you have selected such an option.

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8. Refund Policy

If you are not satisfied with your purchase within 14 days of receiving the item(s), we will provide a refund for the item/s. However, it's important to note that a full refund will only be issued for the order (item/s), not for postage and packaging.

Please keep in mind that we do not offer refunds for postage and packaging.

Please contact Metropolitan via email to report a problem and initiate the refund process. You are responsible for returning the item(s) to Metropolitan Machine Knitting at your own expense within 14 days of notifying us.

Once we receive the returned items, we will process the refund within 14 days.

If you are not satisfied with part of your order, return the unsatisfactory item at your own expense to Metropolitan Machine Knitting to receive a refund for that item.

Please do not write on or damage the item or/and the item's packaging.

If you receive a faulty or damaged item, refer to the Faulty/Damaged Goods section in the Terms and Conditions for options. You can choose to receive a refund or replacement.

Please ensure that all returns are properly and carefully packed to prevent any damage. Metropolitan cannot be held liable for any loss or damage during delivery.

Please contact Metropolitan via email if your delivery is lost or damaged to start the compensation procedure with the delivery company. Please refer to section 4: Lost or Damaged in Delivery.

Please contact Metropolitan Machine Knitting before opening a case with PayPal regarding an undelivered parcel. Once a case is opened, all communication and actions will be handled by PayPal according to their terms and schedule.
If you cancel a payment before PayPal's investigation verdict, we will notify PayPal. If the verdict is settled due to delivery but payment is cancelled, we'll email you about the unpaid amount. Failure to submit payment within 14 days of notification email, will result in a case with PayPal for fraudulent actions against Metropolitan Machine Knitting.

For international refunds: Please note that we only accept payments in pounds (£). If you pay with a different currency, your bank will convert it to pounds (£) using their exchange rates for the day of purchase. Fees will apply.

If you request a refund, we will fully refund you in pounds (£) according to our Return Policy, and your bank will convert the amount into your preferred currency using their exchange rates on the day of conversion. Please note that the amount you receive may be less than the original purchase price due to differences in exchange rates. For more information on bank rates and fees, please contact your bank.

About knitting machines: We only deliver knitting machines to the UK mainland. If you purchase outside our delivery area, we will cancel your order and issue a refund within 2-5 days of receiving payment (usually 2-5 days after purchase). This measure has been implemented to prevent accidental cancellations or fraudulent activities to ensure that all involved parties are treated fairly.

Please carefully read the product description.

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9. Communication

Please visit our "Contact Us" page to get in touch with us.

Due to our work outside the office (storage, workshops, delivery organisation), we use communication via email. We are a small family business that not only sells yarns, accessories, and knitting machines online but also offers knitting machine workshops, knitting consulting, merchandise management, and participates in creating educational materials.

We aim to respond to emails and applications in 8-48 hours, but it can take up to 15 working days.

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10. Workshops

10.1. Online workshops and other online (digital) materials

Metropolitan Machine Knitting offers online workshops in video and digital course formats that can be downloaded for personal use.

When you purchase any online material from Metropolitan Machine Knitting, it is only for your personal use. Distributing it to friends, family, educational institutions, entertainment or any other establishments is strictly prohibited. Any copyright violations will be reported to relevant law enforcement institutions.

If you are unhappy with your course or video material, please contact us immediately to report the issue.

We will refund the full or partial amount for the workshop, it is subject to investigation to prevent fraud against Metropolitan Machine Knitting.

Our refund policy states that a full refund will be issued if the workshop is cancelled before 20% of it is conducted. If the cancellation occurs between 21% and 30%, only half of the amount will be refunded. No refunds will be given for cancellations that occur after 30% of the workshop is conducted.

10.2.Workshops at HEART in Headingley, Leeds, UK

We offer machine knitting workshops in Leeds, UK. If you are dissatisfied with your workshop, please inform our provider afterwards. We do not offer refunds for attended and completed workshops, as valuable knowledge is shared during the machine knitting workshop.

Refunds are only available if the workshop is canceled by the client or Metropolitan Machine Knitting due to unforeseen circumstances such as sudden illness or a family emergency. Please notify us via phone at 07708220689 as soon as possible. This phone number is only for machine knitting workshop matters; any other inquiries will be addressed after Metropolitan Machine Knitting has received the email.