Policies et al
Only payment via Paypal is accepted at Oak an' Willow at this time. Payment is expected within 12 hours or the item(s) will be re-listed. If you require other arrangements, please email me off-list to discuss additional options.
I am happy to work out payment arrangements if needed. Please email me at denise (@) oakanwillow . com (minus spaces, etc) to iron out the details.
Items are shipped from Canada using either Canada Post or Purolator Courier. I ship mainly on Monday, Wednesday, and Friday of each week, and strive to ship your item(s) within 2-3 business days of receiving payment (unless custom slots are purchased). Shipping confirmation will be provided, as well as tracking information (where that option has been selected/purchased). Significant overage in shipping will be refunded on multi-item purchases.
Shipping Transit Times are Approximate:
US/Canada First Class Post - 2-4 Weeks
Super-Fast/Courier - 3-5 Days (DC/Tracking)
Overseas Air - 2-4 Weeks
It is not uncommon for packages to be held-up in Customs as they pass between the US and Canadian Border. This can result in delays, and are beyond my control. Once packages have left my hands, or yours, they are in the care of the Postal Service, either Canada Post or USPS. Please be advised.
You choose what size, cuff and whether I knit-up a pair of Shorties, Capris/Boardies, or Longies. Nice custom slot to suit what you need most. =0) Please contact me via email to iron out the fine details (your child's inseam, rise & waist), and/or if you have any special requests. I also do Hats, Fingerless Gauntlets, Onesies, and the occasional Hoodie/Sweater.
Please measure carefully before purchasing, to ensure the right fit. I will provide assistance via email if needed. I am not responsible for any items knit to custom measurements given, or in-stock purchases, that do not fit correctly.
Knit-in-the-round, i-cord and short-rows are standard on all my hand-knits. Where contrasting/co-ordinating Trim is used, the waistband, cuffs, i-cord, and short-rows/seat will be completed in that color.
Consider the purchase of a YYMN (your yarn my needles) and an MYMN (my yarn my needles) custom slot as a non-refundable deposit that will count towards your final balance.
Please allow 2-4 weeks for the completion of your custom-knit items(s).
Your satisfaction is my priority. If you have a problem with a transaction, please let me know and I will work with you to resolve the issue. I will make every effort to respond to all customer service inquiries within 2 business days.
Due to the nature of K.I.S.S. Cloth Mama and Maiden Pads, I will not accept returns for refund on items that are no longer in their original packaging and un-used condition.
I cannot offer refunds on custom items, as custom-knits (Shorties, Capris/Boardies, and Longies, in particular) are knit to specific measurements. If there is a true defect, please contact me within 7 days, and I will be happy to either repair the item or offer a store credit. In a case of proven defect (one that renders the item incapable of performing that which it was designed/created for) and repair is the preferred option, the item must be returned un-washed and un-worn within 7 days of receipt of the item. Once it arrives back to me, I will repair it and ship it back to you at no additional cost.
Return-shipping via a traceable method (Xpresspost, Priority, etc) with DC (delivery confirmation) will always be the responsibility of the buyer/sender. In the event that it is not covered by the buyer/sender, I reserve the right to deduct the cost of return-shipping from the refund.
In the event an item returned incurs Customs Charges, I reserve the right to deduct these charges from the refund, and provide photographic proof of such Customs Charges.
Differences of aesthetic opinion are not considered defects.
Buyers Remorse is not considered grounds for refund.
Shipping charges/costs are non-refundable.
**Please Note: Pooling of colors are not considered defects. Pooling of the yarn colors is something that can be controlled only to a certain extent. I will do everything I can to prevent it, but I cannot promise the yarn will not stripe or pool a bit in some areas. That is the nature of hand-dyed yarn. So many variables go into how an item knits-up: dyer, base yarn, length of color repeats, size of garment, my knitting gauge. I will do my best to knit an item that you will love, and that I am proud to send out. Items cannot be returned/refunded for pooling.
It's always nice to hear that you like your item(s). If you are unhappy with your item(s), please be kind and contact me before leaving negative feedback here or in a Public Forum. Contact Oak an' Willow.
**All items come from a smoke-free and pet-free home**