Shipping & Returns
Shipping
Most items are made to order.
We will keep you updated on its progress!
Thank you for your patience 💜💜
Making and packing time
Working days (Monday to Friday)
Processing time:
- Ready to ship (eg Yarn) 1-2 days
- Simpler made to order items (eg rings, notions) 2-3 days
- Complex items (eg threadcutters, engraved or custom designs) 5-10 days
Shipping method
All items are sent by trackable, express post.
We use beautiful, sturdy, eco friendly packaging.
Sent by CTT (Correios de Portugal) within Portugal.
International orders are sent by express airmail and delivered by your national postal service.
US orders shipped from Spain with advance customs clearance.
Delivery time
Working days, after dispatch:
- Portugal 1-3 days
- Europe 3-8 days
- Worlwide 5-10 days
Delivery Fees
For smaller items the shipping fee is a flat rate - it will cost the same whether you buy one item or five, so you might as well fill your baskets :)
For larger, heavier items, like yarn and yarn bowls, shipping fees are calculated by combined weight.
To preview the postage cost and any taxes, add the items to your basket and then add your address.
Customs charges
Orders within the EU include 23% tax (VAT).
Order to the United States also include 15% import tax, which is remitted to the US customs so you won't have any unepexected charges or delays at the border.
We don't collect tax for customers outside the EU, but you may be subject to customs fees on arrival, depending on your country.
Order status / tracking
You will receive an order confirmation email when you purchase, and an update with a tracking link when your order has shipped.
You can track it through your national postal service, who will deliver.
If your parcel is late, or anything goes wrong, please email us at fizzystitches@gmail.com with your name and order number so we can make it right.
Gifts
If you are sending a gift directly, let us know when you order! We can make them an extra special parcel and include a note from you too 😊
For EU parcels we can also leave the price off of the receipt. We have to include itemised receipts on parcels to countries outside the EU.
Returns
We are happy to accept returns and exchanges up to 30 days after delivery. When the item is returned in its original condition, we will refund the full item price. The customer pays the return shipping costs, unless there is a fault with the item. If you prefer to exchange the item, it's best to return the item for a refund and order the replacement item through the shop in the normal way.
Exceptions
We can't accept returns of some custom orders, especially if there was a long designing process or a large material cost, or personalised items that will be difficult to re-sell, such as name engravings. Sale items and gift cards also cannot be returned, unless there is a defect in the item.
Guarantee
In the rare event that your item breaks, or it is faulty in any way, we will either replace it, repair it, or refund the full amount. We believe in our tools and we will do everything we can to make sure you can enjoy them for years to come!
Please contact us to let us know what has happened so we can work towards a happy and practical solution.
Email us here at any time: fizzystitches@gmail.com
EU return address:
Caminho do Lomba 11, Catrão, Vale de Prazeres 6230-781 Portugal
Outside the EU:
Items can be returned to our UK address, which we will send upon request.
Refunds
We will let you know once we’ve received your return and sent the refund. You’ll be refunded on your original payment method in 2-10 business days.