FAQ

How long will it take to get my package?

As we focus on zero waste, we don’t make stock; we are made to order. Unlike traditional fast fashion factories, we don’t have hundreds of knitting machines, which means when you place an order, your item gets in a queue system to be made. This is done at a first come first serve basis, this process can take anything between 1 week – 4 weeks depending on the item. Allow an additional 3-4 days for delivery, depending on which delivery option you choose.

What do you mean when an item is out of stock?

We have mentioned we don’t make stock, but we do keep small quantities of yarn, when an item is marked ‘out of stock’, this means the yarn is no longer in our workshop or may not be available at all. However, please email if there are any particular products you would like to be made, perhaps in a different fibre or colour and we will try to make this for you.

What sizes do you have?

We generally offer one size of each item, this is a UK Medium, however our designs are not fitted and of loose structure, which means they can fit varying sizes. This is a work in progress for us to offer specific sizes in the near future. If you wanted a specific item that requires special measurements, please contact us and we will try our best to make this fit.

Do you ship internationally?

Yes, we do, we try not to limit who can experience slow fashion, bare in mind the extra shipping costs at check out, countries outside of the EU will have to pay their own customs fees.

What shipping methods are available?

For more details of the timings please check our T + C’s page, don’t forget the shipping time is additional to the 1- 4 week making time.

Standard Delivery to UK Cost: £4.50
Express Delivery to UK: Cost £9.50
Standard Delivery to Europe Cost: £9.50
Express Delivery to Europe Cost: £12.50
Standard Delivery to Countries outside of EU cost: £20

How Can I Cancel or Change My Order?

The sooner you contact us to cancel or change the order the better, please send an email within 2 working days of making your order, limiting the chances of any waste by the item being in progress. Please email info@valentinakarellas.com and you will receive a refund within 14 working days.

How Can I Return a Product?

If for any reason you are not satisfied, please email returns@valentinakarellas.com quoting your order ref number name, full postal address and reason for return. Once you receive a reply with the return address. Allow 14 working days for a full refund minus the postal charges.

How can I repair damaged knitwear?

We offer a visible mending service; this could be for any brand of knitwear. Check out more details here, please send an email prior to placing your order with images of your damaged knits to info@valentinakarellas.com, be sure that your knits are washed prior to sending.

Do you teach how to visibly mend knitwear?

Yes, we offer small grouped workshops at our various pop up/events, be sure to check our events page for the latest workshops. Be the first to know by signing up to our newsletter. We can also offer corporate workshops, please email for more information.

How can I store my knitwear?

We want your clothes to last, gently fold your items flat, place in cotton bag and seal by folding, try not hanging your knits as there is a natural form of elasticity and eventually this can deform and misshape your lovely garment.

How to take care of my knitwear??

We work with multiple fibres, which means they vary in how you wash them. Do check individual items for more specific information. As we are a sustainable brand, we believe in reserving water, we encourage to wash your items less frequently. Hand wash cool, use this small amount of water to feed your plants and flat dry, we suggest something like this do not ring, pull or distort the shape. Machine wash cool and flat dry is also possible for most of our items.

Why do my knits have bobbles?

This is called pilling, with natural fibres, they tend to pile, this does not mean it’s of poor quality, it’s a natural process that occurs in knitwear. However, we recommend as soon as you notice bobbles, to use a cashmere comb or pilling stone to gently take that bobble away.