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Silk Marsh Designs

Delivery and returns

Posted orders: 4-6 weeks due to Bespoke Item. Flat-rate UK postage. We only post within the UK.

Delivery of digital items

Upon completion of your order, you will receive an email containing a link to download your digital product(s). This email is typically sent immediately after purchase. We strive to provide a seamless delivery experience, but if you encounter any problems downloading your purchase or do not receive your download email within a reasonable timeframe, please do not hesitate to contact us at designsbysilkmarsh@gmail.com for assistance. We’re happy to help resolve any issues you may have.

Download links last 30 days and can be used up to 10 times. If your link stops working, use the “My orders” page or email us and we will send a new one.

Delivery of posted items

We post within the United Kingdom only. Postage is a flat rate per order, shown in your basket before you pay, however many items you buy.

Orders are posted within the time shown on the product page, and we will email you when your parcel is on its way. Unless we agree otherwise with you, your order will be delivered within 30 days of the day you place it. Bespoke items take longer than ready-made items.

If your parcel has not arrived within 14 days of that email, please contact us at designsbysilkmarsh@gmail.com and we will help.

Your right to cancel a posted order

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel a posted order within 14 days of the day you receive it, without giving a reason.

  • To cancel, email designsbysilkmarsh@gmail.com with your name and order number, and tell us clearly that you wish to cancel. We will reply with the return address.
  • Please return the item within 14 days of telling us, unused and in its original condition.
  • You pay the cost of returning the item to us. We recommend a tracked or signed-for service, as you are responsible for the item until it reaches us.
  • We will refund what you paid, including the standard postage you paid to receive the order, within 14 days of receiving the item back or of you showing proof that you have posted it, whichever is sooner.
  • We may reduce your refund to reflect any loss in value caused by handling the item more than was necessary to check it.

Personalised and made-to-order items

Items made to your specification or clearly personalised, such as a name jigsaw or a piece of birth or date decor, are exempt from the 14-day cancellation right under those Regulations. Once we have started making a personalised item, it cannot be cancelled, returned or refunded simply because you have changed your mind.

Please check your spelling, dates and any details carefully before you order. This does not affect your rights if the item is faulty, damaged or not what you ordered.

Digital patterns: refunds

Digital patterns are delivered immediately, so that you can start knitting straight away. By completing your order you ask us to supply your pattern at once, and you accept that you lose the 14-day right to cancel once the download has been made available to you.

For that reason, and to protect the designs, all sales of digital patterns are final and no refunds can be offered once the files have been made available. This does not affect your rights if a file is faulty or not as described.

Faulty, damaged or incorrect items

If something is faulty, damaged, or not as described, your rights under the Consumer Rights Act 2015 still apply:

  • Tell us within 30 days of receiving the item and you can ask for a full refund.
  • After 30 days, we will repair or replace the item, or offer a refund if that is not possible.
  • We pay the cost of returning a faulty or incorrect item.
  • If a pattern file will not open, or pages are missing, just email us and we will put it right.

Photographs, screenshots or a short description of the problem help us sort things out quickly.

Customer satisfaction

Silk Marsh Designs is committed to customer satisfaction. If you are unhappy with your purchase for any reason, please contact designsbysilkmarsh@gmail.com outlining the issue and every effort will be made to reach a resolution that ensures a positive experience.

Definitions

For the purposes of this policy:

  • Country refers to: United Kingdom
  • Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Silk Marsh Designs.
  • Goods refers to the items offered for sale on this website, whether digital patterns or items posted to you.