Refund policy

We want you to be happy with your purchase from Flock & Friends. If something isn't quite right, please read our returns and refunds policy below.

1. Return period

We offer a 30-day return period, starting on the day you receive your order.

Cancellations: Orders can’t be cancelled once they’ve been placed. If you change your mind, you can return the items within 30 days under the conditions below.

To request a return, please contact us at emilie@flockandfriends.com before sending any items back. Returns sent without prior approval will not be accepted.

Unless otherwise agreed, return shipping costs for change-of-mind returns are the customer's responsibility.

Return address:

Flock and Friends GmbH
Strandbodenstrasse 14
8877 Murg, Switzerland

2. Return eligibility

To be eligible for a return, your item must:

• Be unused, unworn where applicable, and in the same condition as when received.
• Be returned with all original tags, labels, and packaging.
• Include your receipt, order number, or other proof of purchase.

Yarn returns: All yarn must be returned in its original skein, with the original label or band attached. Yarn must be unused, untangled, and free from signs of handling that would prevent resale.

Please contact us before returning your order. We will provide any necessary return instructions.

3. Damaged, defective, or incorrect items

Please inspect your order upon arrival and contact us as soon as possible if:

• An item is damaged or defective.
• You received an incorrect item.
• An item is missing from your order.

Please include your order number and, where possible, photographs showing the issue.

We will review the situation and work with you to find an appropriate solution, which may include a replacement, repair, or refund, as applicable.

If the issue is due to an error on our part, we will cover the return shipping costs.

4. Non-returnable items

The following items are excluded from our return policy:

• Needles
• Gift cards
• Sale items
• Custom-made or personalised items
• Yarn wound into a cake (optional service)

If you are unsure whether your purchase is eligible for a return, please contact us before sending it back.

5. Exchanges

If you would like a different product, the simplest option is usually to return your original item, subject to our return conditions, and place a new order once your return has been approved.

For change-of-mind exchanges, the customer is responsible for return shipping costs and any shipping costs associated with the new order.

If an exchange is necessary because we sent an incorrect item or supplied a defective product, we will cover the reasonable return and replacement shipping costs, as applicable.

6. Refunds

Once we have received and inspected your returned item, we will notify you of the outcome of your return request.

If your refund is approved, it will be issued to your original payment method. We aim to process approved refunds within 10 business days, subject to any shorter deadlines required by applicable law.

Your bank or payment provider may require additional time to make the refund visible in your account.

For eligible in-store returns that are not subject to a mandatory refund right, we may issue a store credit note instead of a cash refund, in accordance with the conditions agreed at the time of purchase.

If your refund has not appeared after the applicable processing period, please contact us at emilie@flockandfriends.com.

7. Contact us

If you have any questions about returns, exchanges, or refunds, please contact us at emilie@flockandfriends.com.

We are always happy to help!