Frequently Asked Questions
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?
Add to Quote lets you build a quote basket with multiple products and quantities, then submit it to us for a personalised price. We recommend it for orders over 50 items and custom bulk requests. Eligible B2B customers can also order directly using Add to Cart and the mixed-item quantity discounts explained below. Full step-by-step guide →
When should I use Add to Quote instead of Add to Cart?
Use Add to Cart for standard orders, including eligible B2B orders using our mixed-item quantity discounts. For orders over 50 items, bespoke pricing, or bulk product customisation, we recommend Add to Quote. This is guidance for personalised service, not a 50-item checkout limit.
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?
Knitsilk products are fulfilled and shipped directly from our mill in Bangalore, India. Products supplied by other vendors or dropship suppliers may ship separately under their own delivery arrangements.
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?
Eligible Knitsilk shipments to our supported European destinations use our prepaid express service. Expedited delivery takes approximately 7 days from the date of order. Delivery times are estimates and may vary due to customs clearance. Separate supplier shipments may have different delivery times.
Do I have to pay customs duties on European deliveries?
Eligible Knitsilk shipments from India to our supported European destinations are sent DDP (Delivered Duty Paid), with import duties and taxes prepaid. We no longer offer DDU shipping for these European Knitsilk shipments, so you do not need to choose an optional prepaid upgrade. Products from other vendors or dropship suppliers are excluded from this promise and follow their own shipping and import-charge arrangements. Please check the shipping details at checkout, particularly for mixed-supplier orders.
Do you offer free shipping to Europe?
Yes. Eligible Knitsilk orders of €99 or more qualify for free shipping to our supported European destinations, with import duties and taxes prepaid. Below €99, the applicable prepaid shipping charge is shown at checkout. This offer applies to eligible Knitsilk shipments from India, not products from other vendors or dropship suppliers. Mixed-supplier orders may have separate shipping charges. Read about Shipping & Prepaid Import Charges.
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?
For eligible Knitsilk shipments to our supported European destinations, import VAT and applicable import duties are prepaid under our DDP shipping arrangement. You do not need to select a separate DDP upgrade. Review your order total and shipping details at checkout. Products from other vendors or dropship suppliers follow their own import-charge arrangements.
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 the B2B quantity discount tiers?
Our mixed-item quantity discounts are available to customers added to companies. The current thresholds are:
- 5+ items: 25% off
- 10+ items: 30% off
- 20+ items: 35% off
- 30+ items: 40% off
- 40+ items: 45% off
- 50+ items: 50% off
Can I mix products and variants to reach a tier?
Yes. The quantity thresholds use the total number of items across your order, so you can mix products and variants rather than buying the full threshold of one variant. These B2B discounts are not available to ordinary retail customers. Your applicable discount is shown at checkout.
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?
For orders over 50 items or custom bulk requirements, we recommend Add to Quote to build and submit your quote list. Alternatively, email care@knitsilk.eu with your business details, products of interest, and estimated quantities. We'll respond with a tailored quote within 2 business days. Eligible standard B2B orders can be placed directly using Add to Cart; a quote is not required simply because you are buying as a business. Full guide →
Do you have minimum order quantities for wholesale?
Our mixed-item quantity discounts start at 5 total items, with higher discount thresholds shown above. Product-specific or custom bulk requirements can be confirmed through Add to Quote; please include your estimated quantities.
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.
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.