The goal of is to become the most customer-friendly online store for knitting and crochet. This is why we see a complaint as an opportunity to turn a dissatisfied or disappointed customer into a satisfied customer and to improve our service.
We promise to do our utmost to deal with your complaint appropriately. The offered solution always depends on the type and cause of the complaint.
Complaints policy
Do you have a complaint about, a product, our service, or a delivery?

Please send an email to including:

  1. A clear description of the nature of your complaint;
  2. Any necessary details concerning your order;
  3. Your personal details, so that we know where to reach you during office hours.

We aim for a speedy resolution of any complaints and will reply as soon as possible, but always within 14 office days. For more information, please go to our General Terms and Conditions.

Online dispute resolution
We recommend you to firstly notify us of your complaint by sending an email to With complaints that cannot be solved in joint consultation, the consumer has the possibility to contact ( Valuedshops will mediate for free. Furthermore as of February 15th 2016 residents living in the EU can use the European Dispute Resolution Platform to submit a complaint in order to reach an out-of-court settlement. This platform is available on“, but we would advise to contact first.

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