Knotsy Knot

1. Privacy

Knotsy Knot ("we," "us," or "our") respects your right to privacy. This policy applies to all personal data collected through our website, social media channels, and any direct communication with our team.

Data We Collect

• Identifying information such as your name, email address, and phone number
• Delivery and billing address details
• Transaction data related to your purchases
• Device and browsing data collected automatically via cookies and analytics tools
• Any correspondence you initiate with us

How We Use It

We use your information strictly to fulfil your orders, communicate with you about your purchases, and improve our service. We do not use your data for unsolicited marketing without your consent, and we never sell it to anyone.

Third Parties

We work with a limited number of trusted third-party services, including payment processors and delivery partners, who may handle your data solely to complete your order. Each of these parties is bound by their own data protection obligations and may not use your information for any other purpose.

Cookies

Our website uses cookies to support basic functionality and gather anonymous usage statistics. You can manage or disable cookies through your browser at any time, though some features of the site may not function as intended if you do.

Data Retention

We retain your personal data only for as long as is necessary to fulfil the purpose for which it was collected, or as required by applicable law. You may request access to, correction of, or deletion of your data at any time by contacting us directly.

2. Orders & Fulfilment

Processing Time

Standard orders are prepared and dispatched within 10 to 15 working days from the date payment is confirmed. Custom and personalised orders may require additional time, and an estimated timeframe will be communicated to you at the point of purchase.

Delivery

Once dispatched, orders generally arrive within 3 to 7 working days depending on your location. Delivery timelines are provided by our courier partners and are estimates, not guarantees. We are not liable for delays that occur after an order leaves our hands, though we will always do our best to support you in resolving any issues.

Shipping Costs

Shipping fees vary based on delivery location and order weight and are calculated at checkout before you complete your purchase.

Tracking

Where tracking is available, we will share your tracking details once your order has been dispatched. If you have not received any update within the processing window, please get in touch with us.

3. Returns, Exchanges & Refunds

Because our products are handmade and largely made to order, our returns policy reflects the nature of what we do.

Eligibility

We will accept a return or exchange request if your order arrives damaged, defective, or materially different from what was described. All such requests must be raised within 3 days of delivery and must include photographic evidence of the issue.

To be eligible, the item must be in its original, unused condition. We cannot process returns for items that have been used, altered, or damaged after delivery.

Non-Returnable Items

Custom and made-to-order pieces are non-returnable and non-exchangeable under any circumstances, as they are produced specifically to your requirements and cannot be restocked or resold.

Refunds

Where a return is approved following inspection, a refund will be issued to your original payment method within a reasonable timeframe. Please note that a restocking and processing fee will be deducted from the refund amount to cover handling costs incurred during the order and return process. The applicable percentage will be confirmed with you at the time your return is approved. Original shipping costs are non-refundable unless the return is a direct result of our error.

4. Payment

Methods Accepted

We accept online payments only. The methods available to you will be shown at checkout. We do not offer cash on delivery.

Payment Terms

Full payment is required upfront to confirm your order. We do not begin production on any order, including custom work, until payment has been received and verified.

Custom Orders

For all custom and personalised orders, advance payment is required in full before any work is initiated. Custom orders are produced exclusively to your specifications and cannot be cancelled or modified once production has begun. Please ensure all details are confirmed before completing your payment.

Pricing

All prices are displayed in the applicable currency and may be updated at any time without prior notice. Any price change will not affect orders that have already been paid and confirmed.

Transaction Issues

If your payment fails or you believe you have been incorrectly charged, please contact us before raising a dispute with your bank. We are committed to resolving billing issues promptly and transparently.

5. Intellectual Property

All content published by Knotsy Knot, including product designs, macrame patterns, photography, written content, branding, and graphics, is our intellectual property and is protected under applicable copyright law.

You may not reproduce, copy, distribute, or commercially use any of our content or designs without our prior written permission. This specifically includes replicating our macrame designs for resale or using our imagery in any third-party promotional material.

You are welcome to share our content on social media for personal, non-commercial purposes, provided that clear credit is given to Knotsy Knot and a link to our official page is included. Any use beyond this requires our express written consent.

Violations of our intellectual property rights may result in a formal takedown request or, where applicable, legal action.

6. Handmade Products

All products sold by Knotsy Knot are made entirely by hand. As a result, minor variations in dimensions, texture, knotting pattern, and finish are inherent to the craft and should be expected. These are not flaws, they are a natural characteristic of handmade goods and part of what makes each piece unique.

Product colours as shown in our photography are as accurate as we can make them, but may appear slightly different depending on your screen's brightness, calibration, and colour settings. We do not consider minor colour variation a basis for return.

This uniqueness is part of the beauty of handmade products, and we take great pride in the individuality of every item that leaves our studio.

7. Acceptable Use

By accessing our website or placing an order with us, you agree to use our services honestly and in good faith. Any attempt to place fraudulent orders, submit false information, initiate unjustified chargebacks, or misuse our customer support channels may result in the cancellation of your order, a ban from future purchases, and where appropriate, legal action.

8. Amendments

We reserve the right to update or amend any part of these policies at any time. Changes take effect immediately upon being published on this page. It is your responsibility to review this page periodically. Continued use of our website or services following any update constitutes your acceptance of the revised terms.

9. Contact

For any questions, concerns, or requests relating to these policies, please reach out to us via direct message or WhatsApp. We aim to respond to all enquiries within 24 to 48 hours on business days.