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Returns & Refunds Policy

Effective Date: June 2026
 

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1. Our Commitment

At Timeless Knots, every piece is handcrafted with care and made to order specifically for you. We take pride in the quality of our work and want you to love what you receive. If something is not right, we are here to help.

 

2. Returns Are Limited — But We'll Always Make It Right

Because all our products are handmade to order, we do not accept returns or exchanges for change of mind. However, we will always make it right if there is a genuine issue with your order.

 

3. When You Are Eligible/ Not eligible for a Return or Exchange

3.1: You may request a return or exchange only in the following situations:

  • The item received is damaged or defective upon delivery.

  • The item was lost in transit and confirmed undeliverable by the courier. (Note: For items lost in transit, eligibility is confirmed only after the courier's investigation concludes (typically 7 to 15 business days), as outlined in our Shipping Policy.)

  • The item received is significantly different from what was ordered (Note: Natural variations in colour, texture, or measurement inherent to handmade products (as described in our Terms) are not considered defects or grounds for return. "Significantly different" refers to clear discrepancies such as the wrong product, wrong size category, or substantially different colour).

3.2: Reasons not eligible for return or exchange:

  • Change of mind

  • Sizing issues where correct measurements were provided

  • Delayed delivery within the stated lead time

  • Requests based on accessories, props, footwear, or styling items shown in product images but not included in the product — as these are for display purposes only and are never part of the product unless explicitly stated. 

 

4. How to Raise a Return Request

If your order falls under the eligible categories above, please follow these steps:

  • Contact us at hello@thetimelessknots.com within 48 hours of receiving your order.

  • Use the subject line: Return Request — Order #[your order number].

  • Include clear photographs of the item showing the damage or discrepancy.

  • Include a brief description of the issue.

We will review your request and respond within 3 business days with next steps.

 

5. Return Shipping

  • If the return is approved due to our error (defective or wrong item), we will bear the return shipping cost.

  • We will share a prepaid shipping label or reimburse the actual shipping cost upon receipt of proof.

  • Items must be returned unused, unwashed, and in their original condition with tags intact.

  • Returns that do not meet these conditions may be declined.

 

6. Exchanges

Where possible, we prefer to offer an exchange rather than a refund — especially for sizing issues on non-custom items. This is subject to availability and production capacity at the time of your request. We will always discuss options with you before proceeding.

 

7. Refunds

7.1 Approved refunds

Once your return is received and inspected, we will notify you of the approval status. Approved refunds will be processed to your original payment method within 7 to 10 business days.

7.2 Partial refunds

In some cases, a partial refund may be offered — for example, if an item shows minor variation within acceptable handmade tolerances but does not meet your expectations.

7.3 Non-refundable amounts

  • Original shipping charges are non-refundable unless the return is due to our error.

  • The 50% advance paid for custom orders is non-refundable once production has commenced.

 

8. Custom Orders

Custom and personalised orders are non-returnable and non-refundable once production has begun, except in cases of manufacturing defect or significant discrepancy from the agreed design. Please review all custom order details carefully before confirming.

 

9. Items Not Eligible for Return

  • Products returned after 48 hours of delivery.

  • Items that have been used, washed, or altered.

  • Products with damage caused by improper care (failure to follow washing and care instructions).

  • Custom or personalised orders (unless defective).

  • Items purchased on sale or at a discounted price, unless defective.

 

10. Contact Us

For any return or refund queries, please reach out to us:

 

Email: hello@thetimelessknots.com

Instagram: @the.timelessknots

Response time: Within 3 business days

 

We are a small, family-run business and we genuinely care about getting this right for you. Please do reach out before raising a dispute — we will always try to find a fair solution.

 

© 2026 Timeless Knots. All rights reserved.

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