Häufig gestellte Fragen (FAQ)
Frequently Asked Questions
Everything you need to know about shopping for luxury natural fibres at Knitsilk Europe — from yarn to your door.
Quick links: Products | Ordering & Add to Quote | Shipping | Returns & Refunds | Payments | Wholesale & B2B | Contact
🧵 About Our Products
What kind of products does Knitsilk Europe sell?
We specialise in premium natural fibre textiles — including yarns, ribbons, cocoons, fabrics, and gift items made from silk, cotton, linen, hemp, and other natural fibres. All products are sourced directly from our mill in Bangalore, India.
Are your yarns suitable for hand knitting, weaving, and fibre arts?
Yes! Our yarns are designed for hand knitting, weaving, embroidery, and all forms of fibre arts. Each product listing includes recommended uses, weight, and thickness details.
How accurate are the colours shown on the website?
We do our best to represent colours accurately, but screen calibration varies. Actual colours may differ slightly. If colour accuracy is critical, we recommend requesting a sample first — contact us at care@knitsilk.eu.
Do you offer custom dye lots or bespoke colours?
Yes, we offer custom dye lots for select yarns and fibres. Custom orders require an additional 3–5 business days and are available for bulk quantities. Contact us at care@knitsilk.eu to discuss your requirements.
Can I request customisation on any product?
Yes — customisation (colour, weight, fibre blend, finish, labelling) is available on any product for bulk orders. Simply describe your requirements when submitting your quote request. Learn how to use Add to Quote →
I'm looking for a product I can't find on your website — can you help?
Absolutely. We can often source or produce natural fibre products not currently listed. Contact us or submit a quote request describing the fibre type, weight, colour, and quantity — we'll come back to you with options.
Do you sell gift cards?
Yes! We offer the Knitsilk Luxury Gift Card in EUR — perfect for gifting to the natural fibre lover in your life. Available directly in our store.
Do you offer samples?
Sample requests can be arranged, particularly for B2B customers considering larger orders. Contact us at care@knitsilk.eu to discuss availability and any associated costs.
🛒 Ordering & Add to Quote
How do I place a standard order?
Browse our store, select your product and variant, choose your quantity, and click Add to Cart. Proceed to checkout to complete your purchase. Standard listed prices apply.
What is the Add to Quote feature?
For bulk or wholesale orders, we offer an Add to Quote button on product pages. This lets you build a quote basket with multiple products and quantities, then submit it to us for a personalised price. Full step-by-step guide →
When should I use Add to Quote instead of Add to Cart?
Use Add to Quote when you need bulk quantities, want to negotiate pricing, require product customisation, or are ordering as a business. Standard retail quantities can be added to cart directly at listed prices.
How long does it take to receive a quote?
We aim to respond within 1–2 business days (Monday–Friday, CET). During peak periods it may take up to 3 days.
How long is a quote valid for?
All quotes are valid for 14 days from the date issued. After that, prices may change due to stock or currency fluctuations.
Can I add multiple products to one quote?
Yes — add as many products as you need to your quote basket before submitting. We'll include everything in one consolidated quote.
When will my order be processed?
Orders are processed Monday–Friday, excluding Indian public holidays. Cut-off time is 3:00 PM IST. In-stock items ship within 1–2 business days. Custom dye lots require an additional 3–5 business days.
Can I cancel or change my order after placing it?
Please contact us as soon as possible at care@knitsilk.eu. Once an order has been dispatched, it cannot be modified.
Do you offer pre-orders or back-orders?
Yes. Pre-ordered items ship in one shipment once the entire order is available.
🚚 Shipping & Delivery
Where do you ship from?
All orders are fulfilled and shipped directly from our mill in Bangalore, India.
Which couriers do you use?
We ship via DHL, FedEx, UPS, Aramex, and DTDC, depending on destination, parcel size, and service level selected at checkout. EU orders are primarily fulfilled via DHL.
How long does delivery take to Europe?
Standard delivery takes 12–25 days. Expedited delivery takes approximately 7 days from the date of order. Delivery times are estimates and may vary due to customs clearance.
Do I have to pay customs duties?
Our standard EU shipping rates are DDU (Delivered Duty Unpaid) — meaning import VAT and customs duties (on orders over €150) are payable by you upon delivery. We also offer a DDP (Delivered Duty Paid) option at checkout where all charges are prepaid — no surprises at the door.
Do you ship to all EU countries?
Yes, we ship to all 27 EU member states, as well as Norway, Switzerland, and many other countries worldwide.
What happens if my parcel is lost or damaged?
EU customers are protected — risk of loss remains with us until goods are delivered to you. If your order is lost or damaged in transit, contact us immediately at care@knitsilk.eu and we will resolve the issue.
↩️ Returns & Refunds
What is your return policy?
We accept returns within 14 days of receiving your order. Items must be unused, unwashed, with original tags and packaging. Contact us at care@knitsilk.eu to initiate a return.
I'm an EU customer — do I have a right to cancel my order?
Yes. Under the EU Consumer Rights Directive, you have the right to withdraw from your purchase within 14 calendar days of receiving your goods, for any reason. See our Right of Withdrawal page for full details and the withdrawal form.
How long does a refund take?
Once we receive and inspect your return, refunds are processed within 14 calendar days to your original payment method.
Are duties and taxes refundable?
No — import duties and taxes are non-refundable. Return shipping costs are also borne by the customer.
Can I return a custom dye lot or personalised order?
Custom or personalised orders are non-returnable unless the item is defective or incorrect.
💳 Payments & Pricing
What currencies do you accept?
Prices are displayed in your local currency based on daily exchange rates (via XE.com). We accept Visa, MasterCard, American Express, and PayPal.
Is VAT included in the price?
Prices shown do not include import VAT for EU customers. VAT is calculated at checkout. If you select the DDP option, all taxes are included in your final total.
What payment methods are accepted for quoted/bulk orders?
We accept all major credit/debit cards, PayPal, and bank transfer (SEPA). Payment options are shown at checkout after you accept your quote.
🏭 Wholesale & B2B
Do you supply to businesses, studios, and retailers?
Yes — we actively work with yarn shops, textile studios, designers, craft schools, and retailers across Europe. We offer B2B wholesale pricing and can accommodate larger volume orders.
How do I register as a wholesale / B2B customer?
Register via our Wholesale Signup Form. Once approved, your B2B account gives you access to dedicated wholesale pricing tiers, net payment terms, and a streamlined reorder experience.
What are your wholesale terms and conditions?
Full details are available on our Wholesale Terms & Conditions page, including MOQs, payment terms, lead times, and returns policy for trade customers.
How do I request a B2B quote?
Use the Add to Quote feature on any product page to build your quote list, then submit it to us. Alternatively, email us at care@knitsilk.eu with your business details, products of interest, and estimated quantities. We'll respond with a tailored quote within 2 business days. Full guide →
Do you have minimum order quantities for wholesale?
MOQs vary by product and fibre type. Please include your estimated quantities in your quote request and we'll confirm availability and pricing.
Can I request products or fibres not currently listed?
Yes. We can often source or produce natural fibres — silk, cotton, linen, hemp, and more — that aren't currently in our catalogue. Submit a quote request or contact us directly with your specifications.
Can I get samples before placing a large order?
Yes, sample requests can be arranged for B2B customers. Contact us to discuss sample availability and any associated costs.
📬 Contact & Support
How do I get in touch?
Use our Contact Form or email care@knitsilk.eu. We aim to respond within 2 business days.
Where are you based in Europe?
Our European correspondence address is: Knitsilk Europe, C/o N. Mehta, 10 Rue des Sapins, Steinsel, 7307, Luxembourg.
I have a dispute — what are my options?
EU consumers can use the European Online Dispute Resolution platform: ec.europa.eu/consumers/odr. We're always happy to resolve issues directly — please reach out to us first at care@knitsilk.eu.
Knitsilk Europe — Premium Silk Yarns, Ribbons & Fibres. Crafting Luxury, one stitch at a time.