Delivery & Returns
Please bear in mind that all of our knitwear is made by hand on domestic knitting machines, and therefore, there may be a delay in processing an order. We will always keep you fully informed with regards to the progress of your order.
Standard UK delivery - Royal Mail for the majority of our parcels / or DHL if it is heavier. Both operate contactless deliveries.
Standard postage is £5.95 (signed for). Deliveries normally take an estimated 5-7 working days.
Express/2 Working Day is £9.95. Order by 12:00 noon/within 1-2 working days, excluding weekends and Bank Holidays (only if we are able to supply the product at the point of ordering).
In the cases of foreign shipping addresses, the shipping costs refer only to the exportation expenses (exit from the UK to the border of the destination country). If there are importation costs (for entering the product in the destination country), these are the customer’s responsibility.
DELIVERY INSTRUCTIONS - We are happy to ask Royal Mail to leave a parcel with your neighbour but cannot take any responsibility if something goes wrong. All of our parcels are sent via Royal Mail track & trace. The signature insures the value of the parcel in case of damage, loss, or theft. We can, therefore, not leave parcels without signature in a hiding place.
STANDARD RETURNS & REFUNDS
Millers Tale, 5a Greyfriars Garden, St Andrews, Fife, KY16 9HG
We aim to process all refunds within 10-12 working days from receipt. We will email a confirmation once the refund has been made. Please bear in mind that your bank requires time to process/refund you, which might add an additional 3-4 days, depending on whom you bank with.
We strongly recommend that you return items via registered mail so that you have proof of despatch in case an item is lost. Please make sure you have sufficient insurance cover, especially when returning valuable products. We cannot accept responsibility for goods lost or damaged in transit. Any import duties that may arise for shipping and returned items will need to be covered by you.
Please note that return postage cannot be refunded.
We are happy to refund or issue a credit note for items returned within 21 days from receipt. The item(s) must be new/unworn and fully labelled with Plümo swing tags, especially the orange tag attached to the hem. We do not cover the cost of return postage. To keep returns cost to a minimum, simply request a ‘Certificate of Posting’ from your local Post Office when returning goods, which serves as proof of despatch for potentially lost items. We cannot accept liability for goods lost or damaged in transit if the certificate cannot be produced. Refunds can take 10-14 days to be processed from the receipt of the goods being returned.
If you have not received your refund, please email us your certificate of posting and a member of the team will immediately investigate the matter further for you.
Please note that we are sadly unable to assist you if an item is lost or damaged and you have not retained proof of postage. Any import duties that may arise for shipping and returned items will need to be covered by you. Please note that return postage cannot be refunded.
All returned items must be new and complete with original packaging. All swing tags must be attached to process a refund. Used or customer-damaged items cannot be refunded or exchanged. Returns postage is non-refundable. To keep returns to a minimum, simply request a Certificate of Postage (free service) when returning goods, which covers potentially lost items.
POST BREXIT / INTERNATIONAL ORDERS
EUROPE 1- Due to Brexit / import tax charges, we are unfortunately no longer able to dispatch to addresses in Europe. In the meantime, deliveries to the UK, Northern Ireland and Channel Islands remain unaffected. Sorry for any inconvenience. Ireland, Germany, Holland, Belgium, Luxembourg, France
WORLDWIDE - We will put your order on hold and quote for the shipping cost, which is based on the weight and dimension of the box. Any import duties that may arise for shipping and returned items will need to be covered by you. Please note that return postage cannot be refunded. Please note that any house items cannot be sent internationally as they may be damaged.