Refund policy

We have a 14-day return period, starting on the day you receive your order.

To start a return, please contact us at emilie@flockandfriends.com.
Returns must be sent at your own expense to the following address:

Flock and Friends GmbH
Strandbodenstrasse 14
8877 Murg, Switzerland

To be eligible for a return:

  • Your item must be in the same condition as when you received it — unused, unworn, with all original tags and in its original packaging.
  • All yarns must be in skeins with their original labels or tags attached.
  • You must include the receipt or proof of purchase.

Items sent back to us without first requesting a return will not be accepted.

For any questions about returns, you can always contact us at emilie@flockandfriends.com.

Damages and issues 

Please check your order upon receipt and contact us immediately if:

  • Your item is defective or damaged
  • You received the wrong item.

We’ll evaluate the issue and do our best to make it right, either through replacement, repair, or refund.

Exceptions / non-returnable items

The following items cannot be returned:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom or personalized items (e.g., made-to-order products)
  • Sale items or gift cards

If you’re unsure whether your item can be returned, please contact us before sending it back.

Exchanges

The fastest way to exchange an item is to return your original item first. Once your return is accepted, you can place a new order for the desired product.

  • Return costs are borne by the customer.
  • If the exchange is due to an error on our part (e.g., incorrect or defective item), we will cover all return and replacement shipping costs.

Refunds

Once we’ve received and inspected your return, we’ll notify you whether your refund has been approved.
If approved, the refund will be processed automatically to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund approval, please contact us at emilie@flockandfriends.com.