Refund policy

Refund policy

Every Namesake backpack is knitted to order with a name on it, so this policy has two halves. Please read the one that applies to you.

If something is wrong with your order

We replace or refund it. No time limit, no photographs of the packaging, no arguing.

This covers: the name knitted incorrectly against what your order says, a stitching or manufacturing fault, damage in transit, the wrong colourway or size, or a missing item.

Email kevanpreneur@gmail.com with your order number and one photo. We will send a replacement or refund you in full. You will not be asked to post the faulty item back.

If you changed your mind

Personalised items cannot be returned for a change of mind. A bag with a child's name knitted into it cannot be resold to anyone else. This is standard for made-to-order personalised goods, and it is why we ask you to confirm the spelling before you pay.

Non-personalised items can be returned unused within 30 days for a full refund. You pay return postage.

Spelling

We knit exactly what you type into the name field. We do not correct spelling, capitalisation or spacing, because we cannot know whether an unusual spelling is a mistake or the actual name. A typo you entered is not a fault on our side and is not covered above.

If you spot a typo, email us immediately. If your order has not entered production we will change it free. Once it is being knitted we cannot.

Cancelling

You can cancel for a full refund any time before your order enters production, which is usually the next working morning. After that the yarn has been cut and the name started, so we cannot cancel.

Refund timing

Approved refunds go back to the original payment method within 3–5 business days of us confirming. Your bank may take a further few days to show it.

Your statutory rights

Nothing in this policy affects rights you have under the consumer law of your country, including rights relating to goods that are faulty or not as described. In the UK and EU, the right to cancel under distance selling rules does not apply to goods made to your specification or clearly personalised.

Contact

Yarn & Bear — kevanpreneur@gmail.com. We answer within one business day.