If you wish to return your order, please fill out our online return form.
To be eligible for a return, you must meet the following conditions:
- You have requested a return within 14 days after delivery of your order.
- The returned item(s) are in their original condition, unused, unwashed, undamaged. Please include the Mr Mittens tag and the original packaging.
RETURN SHIPPING COSTS
The customer is responsible for paying the shipping costs for returning their order. The only exception we make in covering the return costs, is when there has been a mistake on our side (eg. wrong item sent or damage). In this case, please provide us with pictures and a short explanation, and we will gladly assist you with a free return.
We are happy to assist you with your return by providing a shipping label. This is strongly recommended if you are shipping from outside the EU, to make sure all necessary customs documents are included. Note that if we create a shipping label for you, we will deduct a fixed shipping fee from your refund, which will be mentioned in our online return form.
Should the customer decide to return a parcel using their own shipping label, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
As soon as we have received the returned item(s) in their original condition, we will send a confirmation email and make a refund. It may take some time before your refund is officially posted. If you haven’t received your refund yet, please contact your credit card company and bank first. If you still haven’t received your refund after a few days, please contact us at email@example.com.
In no way can import duties be refunded, as they are determined and collected by the customs agency in the destination country.
If you wish to exchange an item for a different size or color, you may simply return the purchased item and place a new order. While filling out our online return form, please highlight "I will purchase a different size/color instead". If you place the new order before we have received the returned order, we will gladly cover the shipping costs for your returning order. In case of doubt, please contact us at firstname.lastname@example.org.
YARN AND PATTERNS
Do you sell your yarn?
Our Yarn is 100% custom made and coloured in South America. Unfortunately we do not sell our yarn.
Do you sell your knitwear patterns?
I Love Mr Mittens is not a DIY label. We aim to create unique knitwear pieces that our customers can enjoy and hope that we inspire those that love knitwear, however we do not share or sell our patterns. However we currently have a really cool collaboration with DIY brand Wool and the Gang. Please have a look at their website to purchase patterns and yarn. www.woolandthegang.com
Do you hire interns?
Yes, we love having interns at Mr Mittens. As we don’t offer travel costs, it is preferable for interns to be based in Antwerp, Belgium. Please contact us at email@example.com with a bit about yourself and your current resume in order to be considered.
We would like to stock your knitwear in our store. Who do we contact?
For all enquiries to stock Mr Mittens please refer to our wholesale sales enquiries section of the website.
FREIGHT AND SHIPPING
If I purchase my own Mr Mittens piece, how long will it be before I receive it?
We aim to have all pieces in stock shipped via express freight immediately. Shipping times vary however we aim to have all pieces to our customers within 7 days when in stock. Once shipped you will obtain a tracking number so you can see exactly where you piece is and how long until delivery. When items are on pre order, delivery time will be advised when placing your order.
I live outside of Belgium, will I have to pay customs or import duty on my order?
Every country is different and depending on your country of residence you may have to pay customs or import duty. This is your responsibility and out of our control. Typically it is small percentage of the purchase price of your pieces. Please inform yourself about these costs before you purchase. When you refuse to pay taxes and duties at destination and the package is returned to us, we don’t offer a refund.
Which payment methods does Mr Mittens accept?
We accept Visa, MasterCard and also payments via PayPal. All payments are processed through a secure checkout system. If you do not have a credit card, please contact us at firstname.lastname@example.org to arrange an alternate payment method.
Is my personal information kept private?
Please be assured that we take data protection very seriously, and your information will only be shared with third parties where they abide by available data protection legislation. For more information please refer to the Privacy section of our website.
Is my package insured and do I need to sign for my order upon delivery?
All your purchases are insured against theft and accidental damage whilst in transit from Mr Mittens to your shipping address. Once your package has been delivered and signed for at your specified address it is not longer covered. To ensure that your package arrives safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.
Can I track my order?
Yes. Once your order has been dispatched, you will receive an email containing your tracking number where you can track its progress throughout the delivery process.
SALES AND PREORDER
What does pre-order mean?
Every Mr Mittens item is made to order and hand knitted when placing an order. Even though we have a large team knitting full time, waiting times may vary per model. Upon placing your order your shipping date will be advised on the website. If your item would be finished sooner than advised this will be shipped immediately.
Do you make custom made pieces or can I alter the size or design of my order?
Mr Mittens come in a wide range of designs and sizes. Due to high demand we cannot accommodate custom made requests.
Where can I find Mr Mittens in stores?
For all stockists, please refer to the stockists section of our website.
Do you make a range for children?
We have had a lot of requests for children’s knitwear. This may be something for the future, but at present we cannot accommodate any requests for children’s pieces.
How do I know what size I am?
Our garments come in XS/S and M/L or are “One Size Fits Most”.
Most of our garments run true to size, however check the item description before purchase as some pieces are designed to be oversized.
TAKING CARE OF YOUR WOOL GARMENTS
Can I love Mr Mittens pieces be put in the washing machine?
NEVER put your wool garment in the washing machine or dryer. As our yarn has not been treated with anti-shrink or fixing agents, please take extra care when washing garments. We recommend a cool hand wash with liquid wool detergent, roll it in a towel to gently squeeze out excess water and lie flat in the shade to dry.
What if my garment starts to pill?
Our 100% natural wool or cotton may pill, as it has not been treated with synthetic coating. If pilling does occur do not despair. This is a natural process where friction causes the short fibres to migrate to the surface. Once removed these will disappear. Please use a wool shaver to gently get rid of any bobbly bits and smooth your product.
RETURNS AND EXCHANGES
Do you offer refunds or exchanges if my garment doesn’t fit, is damaged or I simply change my mind?
Mr Mittens has a 14 day return policy. Any unwanted items must be returned back to us, in their original condition with tags attached, within 14 days of receipt. Please refer to the Returns section of our website for more information on refunds and exchanges.
What if an item is out of stock?
If an item is currently listed as “out of stock” it means we are currently knitting up new stock or waiting on a wool delivery. Please bear with us during this period and appreciate that every garment is made with care and takes time to create. When it is the end of the season most likely items won’t be returning in stock as we have sold out.
Mr Mittens ships from Belgium (EU) to Andorra, Australia, Austria, Belgium, Canada, China, Croatia, Czechia, Denmark, Finland, France, Germany, Gibraltar, Greece, Hong Kong SAR, Hungary, India, Ireland, Italy, Japan, Lithuania, Luxembourg, Macao SAR, Monaco, Montenegro, the Netherlands, New Zealand, Norway, Poland, Portugal, Slovakia, South Korea, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, and the United States. If your country is not available during check-out, please send an e-mail to email@example.com to check delivery options.
All orders are processed within two business days, except for pre-orders. Once processed, you will receive a confirmation email with a tracing number so you can track your parcel. We ship with DHL Express – please note that the delivery time of your order depends on the country your order is being shipped to, and that we do not ship any orders during the weekend or on Belgian holidays.
The shipping rate is shown at checkout, depending on the entered country - though we offer free shipping on orders above €300.
IMPORT DUTIES & TAXES
If you are buying from outside the European Union, your country may charge you duties on the shipment, which will be collected at the time of delivery. Payment of duties and import tax is the responsibility of the customer. These charges are not included in the total at checkout, as they are determined by the customs agency in the destination country. If you wish to get an estimate of these costs, we advise to reach out to your local carrier or customs office.
If the customer has for any reason refused delivery, Mr Mittens will not cover any unpaid duties and taxes. If your item were to be returned to Mr Mittens and we are charged with any unpaid duties and taxes, these costs will be deducted from your refund, along with the additional shipping costs.
Since a lot of our products are hand made and production takes time, we do have a limit on the number of retailers we can allow. All retail outlets are carefully selected with much consideration.
Hands and Legs.
Barth van Bassenstraat 2
5622 CT Eindhoven, The Netherlands
SHOWROOM WESTERN AUSTRALIA
8 Somerville St
Perth WA 6000
08 9328 8000
SHOWROOM REST OF AUSTRALIA
The Collective Agency
Suite 1, La Porte Space
87/103 Epsom Road Rosebery, NSW 2018