(Note: the below is a courtesy Google translation of the store's policy, which is in French. If ever in doubt or in case of discrepancy, the French version of the policy will apply. The original may be viewed here.)

1. CANCELLATION

You can cancel a current order provided that it has not yet been shipped. Please notify us at the following address: contact@echeveausolidaire.org

 

2. RETURNS

In the event of damaged items, please contact us only by email: contact@echeveausolidaire.org

For any returns, your items must be unused and in the same original condition. The wool must not have been knitted. The packaging must be original and complete. (cardboard or shipping pouch and wool labels intact...). The thank you card and the often torn tissue paper are not obligatory.

The return and resend costs will be the responsibility of the customer and the return of the package will only be done with tracking by Colissimo.

Any item not meeting these conditions will neither be refunded nor exchanged. If the package does not arrive at its destination, we cannot be held responsible and the exchange/refund procedure will be canceled.

In the event of loss or damage to the package during delivery, no refund will be made and the buyer will have to file a claim directly with the carrier. L’Écheveau Solidaire will also undertake to contact him.

It is possible to make an exchange in person at a meeting place. We will ask you to respect the same conditions mentioned above in addition to providing us with a receipt or other proof of purchase accompanied by an identity document.

L’Écheveau Solidaire refuses the following reimbursements:
- books and magazines
- knitting patterns
- custom-dyed skeins of wool. (new colors, modified existing color, dyeing on non-referenced base at the customer's request)
- order dated more than 14 days after delivery.

It is imperative that you do not return your package to us without contacting us first.

3. REFUND

Once we have received and examined the returned item(s), we will send you an email informing you of our decision whether to approve or reject your refund request.

If your request is approved, your refund will be processed and a credit will then be automatically applied using the same payment method used during purchase. If you receive a refund, the return shipping costs will be deducted from this. In the event of an error on our part, the refund will include the shipping costs incurred.

Sale items

Only regular priced items can be refunded. Sale items are not refundable.

Gifts

If the order placed is the subject of a gift, please contact us by email only: contact@echeveausolidaire.org

4. EXCHANGE

We remind you that in the case of a desired exchange, the return and resending costs will be the responsibility of the customer.

Exchange scenarios:

• exchange with products at the same price: you will be asked for a supplement for return costs.
• exchange with products at a higher price: you will be asked for a price supplement corresponding to the price difference between the product to be exchanged and the new product, in addition to the return costs.
• exchange with products at a lower price: we will reimburse the price difference corresponding to the price difference between the product to be exchanged and the new product, once the return costs have been deducted.
• In the case of an exchange modifying the quantity of products, the return costs and the price of the products will be recalculated. We will communicate the final price to you.