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Our Store Policies

Updated on 01.10.2025.

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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.

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Terms and conditions:

 

1. Delivery

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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.

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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 250g: £2.99;

  • up to 1kg: £4.10;

  • up to 2kg: £6.10;

  • up to 10kg: £7.60;

  • up to 20.0kg: £15.50;

  • up to 40kg: £20;

  • more than 40kg: £200.00.

 

All yarns, tools and accessories are dispatched within 4–10 working days and sent via Royal Mail 2nd Class or Tracked 48 services.

 

!!! 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.

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1.2. International delivery

1.2.1. Canada

Our current minimum postage and packaging charge for yarns, tools, and accessories deliveries to 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 Canada.

 

Please note that deliveries from the UK to Canada 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.

 
1.2.2. 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, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Spain, Sweden, Switzerland, is:

  • up to 100g: £4.20;

  • up to 500g: £6.95;

  • up to 0.90kg: £15.55;

  • up to 1.90kg: £15.60;

  • up to 9.90kg: £30.00;

  • up to 14.90kg: £90;

  • up to 19.90kg: £170;

  • more than 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.

 

1.3. Dispatch times

We dispatch orders within 4–10 working days to the UK and 10–25 working days to the rest of the destinations.

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1.4. Delays

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

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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. This is due to the nature of 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

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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.

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

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

  • If you choose the refund option, you will receive a full refund for the item(s). 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 faulty item(s).

 

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

 

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 confirmed 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.

 

5. Health and Safety

 

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

 

6. Order Acceptance

 

We will reject an order if payment authorisation 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 authorised to use it and that there are sufficient funds/credit to pay for the order.

 

6.1. Copyright Material

 

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

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

 

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.

 

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 and/or 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 the 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.

 

9. Communication

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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.

 

10. Workshops

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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 from you. Messages and phone calls will not be passed to Metropolitan Machine Knitting by teaching personnel.

 

11. Digital Books & Downloads

 

11.1. Personal Use Licence & Copyright
Digital books and other downloadable materials are provided for personal, non-transferable use only. All content is protected by copyright held by Metropolitan Machine Knitting (or its licensors). Copying, sharing, reselling, redistributing, uploading, or making the files available to others in any form is strictly prohibited. Any copyright violations will be reported to the relevant authorities.

 

11.2. Access & Delivery
Upon purchase, download links will be provided. Please save and back up your files promptly. If you experience access issues, contact us and we will assist.

 

11.3. No Returns / No Refunds After Download
Due to the nature of digital goods, once a digital book or downloadable material has been accessed or downloaded, returns are not possible and refunds will not be issued. This is because digital items cannot be “returned” once delivered.
 

If you have not accessed or downloaded the file(s) and request a cancellation promptly (within 2 hours of purchase), please contact us and we will review on a case-by-case basis. Prove

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11.4. Replacement for Faulty Files
If a file is corrupted or a link is not functioning, we will provide a working replacement copy after verification. This does not affect your statutory rights.

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12. Consumer Rights & Statutory Obligations

 

Our policies comply with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in these Terms and Conditions affects your statutory rights as a consumer.

  • For physical goods, you have the right to cancel your order within 14 days of delivery (cooling-off period), except in cases where goods are exempt (e.g. personalised/custom-made goods or sealed items which cannot be returned for hygiene reasons if unsealed).

  • For digital content, your right to cancel ends once downloading or streaming begins, provided you gave your consent at checkout.

 

13. Liability

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  • Metropolitan Machine Knitting is not liable for any indirect, incidental, or consequential loss or damage resulting from the use of our products, workshops, or digital materials.

  • Our liability is limited to the value of the goods or services purchased.

  • We accept no responsibility for loss caused by incorrect use, misuse, or modifications of products outside their intended purpose.

 

14. Data Protection & GDPR Compliance

 

We process personal information in accordance with the UK General Data Protection Regulation (GDPR) and the Data Protection Act 2018.

  • Personal data will only be used for fulfilling orders, providing services, or responding to enquiries.

  • We do not sell or share customer information with third parties.

  • Customers have the right to access, update, or request deletion of their data at any time.

For more details, please see our full Privacy Policy.

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15. Payment Security

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All payments are processed securely through trusted third-party providers. Metropolitan Machine Knitting does not store or have access to your full payment card details.

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16. Force Majeure

 

We are not responsible for delays or failure to perform our obligations if such delay or failure results from circumstances outside our reasonable control (including but not limited to natural disasters, strikes, transport disruptions, pandemics, or government restrictions).

 

17. Governing Law & Jurisdiction

 

These Terms and Conditions, and any disputes relating to them, are governed by and interpreted in accordance with the laws of England and Wales. By using this website, you agree that any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

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