Shipping & care
Where we ship
We ship to the United States and Canada, and nowhere else. That is a deliberate limit, not a temporary one: made-to-order knitwear crossing a customs border adds weeks and an unpredictable duty bill, and we would rather not sell than sell something that arrives late and costs more than the price you agreed.
| Destination | Time in transit | Cost |
|---|---|---|
| United States | 5–10 business days | Free |
| Canada | 5–10 business days | Free |
All parcels are tracked and require a signature. We do not ship to PO boxes.
Duties and import taxes
Not prepaid. The price at checkout covers the sweater and the shipping, not any duty or import tax a customs authority may charge. Where such a charge applies it is payable by the customer on delivery. We declare every parcel accurately and cannot mark an order as a gift or lower its declared value.
Lead time
Nothing is knitted until you order. The sequence is:
- Day 0–2 — we read your measurements, and a person emails you the six numbers we plan to knit to. Nothing starts until you reply and approve them.
- Day 2–4 — the yarn is wound and the machine program is set for your pattern.
- Week 1–3 — knitting, then hand-linking the seams, then washing and pressing. Photographs at each stage, by email.
- Dispatch — 5–10 business days in transit, tracked, signature required.
Total: about 3–5 weeks from approved numbers to your door. If you need it for a specific date, say so in the order notes and we will tell you honestly whether it is possible.
Care, by yarn
| Yarn | Wash | Dry |
|---|---|---|
| M1 · 100% merino | Gentle cycle, 30 °C, wool detergent | Flat |
| M2 · merino + cashmere | Hand wash, cool | Flat |
| M3 · Grade-A cashmere | Hand wash, cool | Flat |
| M4 · organic cotton + wool | Machine, wool cycle | Flat |
Never wring, never hang, never tumble. Every order ships with a care card for its specific fiber, and a mesh washing bag for the machine-washable one.
Returns, adjustments and repairs
A sweater knitted to one person's measurements cannot go back on a shelf, so custom pieces are not returnable or refundable for a change of mind. We say that here rather than bury it in a policy page.
What you do get:
- One free fit adjustment within 30 days of delivery — a re-knit or re-size at our cost. You cover postage one way.
- Ten years of repairs — holes, seams, cuffs, elbows. Wear-and-tear repairs are charged at postage only.
- A remake at our cost if it arrives damaged or is not what you approved.
Questions people ask before ordering
Why made to order instead of off the rack?
A sweater that fits is a sweater you wear. Made to order means your measurements, your fiber, your color — and no unsold stock sitting in a warehouse.
Will it shrink?
The yarns are washed and pressed before they ship, so the shrinkage that normally happens in the first wash has already happened here. Wash cool and dry flat and the measurements you approved are the measurements you keep.
Can I change my order after placing it?
Yes, until knitting begins — usually the first two working days. After that the yarn is cut for your pattern. Email us with the order number and we will tell you where it stands.
Still unsure? Send us the numbers you have and a person will check them with you before the first stitch.