FAQ

✿ DO YOU SELL YOUR PATTERNS?

In order to develop ROSEKUMO as a knitwear label, we do not sell any pattern.

 

✿ SIZING AND CUSTOM ORDERS: 

Our sweaters come in  “One size” by default (fits sizes S-M-L). If you’d like to alter the length or a more customized fit, please leave a note at the checkout.

Any other question or special request about our sweaters? Handmade to order allows flexibility so feel free to let us know!

 

 

✿ WHOLESALE REQUEST: 

Please send an email to hello@rosekumo.com to enquire.

 

✿ SHIPPING & RETURNS:

We ship worldwide. 

The shipping price will be calculated automatically during the checkout.

Once your order has been completed and dispatched, you will be sent your tracking number via email. Any added taxes and import duties are the full responsibility of the buyer. Please inform yourself about these costs before you purchase. 

To avoid overproduction, please note some of our products are hand knitted to order and require three to four weeks for completion.

For ready to ship items, they will be sent within 3-4 business days (during busy periods, orders are shipped within 5 business days).

If for any reason you are not completely satisfied with your purchase, we're here to help with our simple and transparent return policy.

General Return Conditions:

1. Items must be returned in their original condition, unused, and with all tags attached within 14 days from the date of receipt.

2. Customized or made-to-order items cannot be returned except in cases of manufacturing defects or non-compliance with your order.

3. Sale or clearance items may be returned, but refunds will be issued in the form of store credit only.

4. Return shipping costs are the responsibility of the customer, except in cases of manufacturing defects or our error in shipping your order.

5. In the case of a return due to a manufacturing defect or our error, we will provide you with a prepaid return label to facilitate the return process.

Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 business days.

If you have any questions regarding our return policy or need assistance with returning an item, feel free to contact us at hello@rosekumo.com

Failed Deliveries

Every piece is hand-knitted with care and requires hours of work. Unfortunately, some packages have been returned or lost due to non-collection, resulting in lost time and materials.

To avoid this, please track your parcel and ensure it is collected on time. If a package is returned, it can be re-shipped at the customer’s expense, but it cannot be replaced free of charge.

If the customer chooses not to pay for re-shipping, a partial refund will be issued, excluding the original shipping cost and a handling fee.

Returned orders will be held for 7 days. If no instructions or payment for re-shipping are received within this period, the order will be considered abandoned, and no refund or replacement will be provided.

Once a package has been shipped, I have no control over postal services, especially for international orders.

If a delivery attempt fails, the customer must arrange re-delivery directly with their local postal service, as I am unable to intervene once the package has left France.

✿ HOW TO TAKE CARE OF YOUR KNITS :  

Wool sweaters do not show stain readily and are naturally breathable. Spot clean with a mild solution of soap and water.

If you need to wash your precious knit, hand washing using a specific wool soap is the key: water temperature should be cool or lukewarm (max. 30°C) and be the same for both the washing and rinsing stages. Do not twist or rub the garment, just let it soak for a short time, pressing it gently to let the soap penetrate the fabric. Then, you can rinse it thoroughly.

Squeeze out any excess water by carefully pressing down the knit and place your garment to dry flat on an absorbent towel. Let it dry in a cool place and avoid direct sunlight or heat.

After it is completely dry, the best way to store your sweater is to fold it. This will help the garment retain its shape.

Do not tumble dry or iron.

Note that whilst wearing little fuzzy balls can form on your wool jumper. This is a natural process created by friction during wear. You can easily and delicately remove the pills with a wool comb or small scissors.