Most orders are dispatched within 1–3 business days.

For Made to Order products, please allow approximately 7–10 business days for dispatch, as each piece is prepared especially for your order.

If there is any unexpected delay with your order, we will contact you by email as soon as possible.

Please note that dispatch time is different from delivery time. Once your order has been dispatched, the delivery time will depend on the shipping service and destination.

United States

For orders shipped to the United States, all applicable import duties, customs fees, and taxes are collected by Kekoc at checkout and paid on your behalf.

European Union

For orders shipped to the some EU countries, we offer an optional PDDP (Prepaid Duties & Taxes) shipping service. You can choose at checkout whether you would like to pay the applicable import duties and taxes in advance.

If you choose the PDDP option, the applicable duties and taxes will be collected at checkout and paid on your behalf, so you should not need to pay additional import duties or taxes when your parcel arrives.

If you choose the standard shipping option instead, import duties, VAT/GST, customs clearance fees, and any other applicable charges are not included in the purchase price or shipping cost. Any such charges will be the responsibility of the customer and may need to be paid before the parcel can be released by customs.

All Other Countries

For orders shipped to countries outside the UK, United States, and the EU countries not available for PDDP service, import duties, VAT/GST, customs fees, and any other applicable charges are not included in the purchase price or shipping cost unless otherwise stated.

Whether these charges apply depends on your country's customs regulations and the value of your order. Any applicable import duties, taxes, customs clearance fees, or handling charges are the responsibility of the customer and must be paid before the parcel can be released by customs.

For complete information regarding Customs, Duties & International Orders, please refer to our Shipping and Delivery.

Change-of-Mind Returns

To be eligible for a refund or exchange, you must inform us about your decision to return part or all of your order within 14 days of its receipt. You'll need a Return Authorization (RA) Number, which you can get by contacting our Customer Service Team at kekocknitting@gmail.com

Ensure all items are in their original condition with tags and packaging intact. We can't accept used items unless they're faulty or you have been sent the wrong product.

Customers are responsible for return shipping costs. We strongly recommend using a trackable service and keeping your proof of postage until your refund or exchange is processed. We're not liable for parcels lost in transit. Returns are processed within 10 working days of receipt.

If you return a whole order, you'll be refunded the full amount, excluding the outbound shipping charge.

Faulty or Damaged Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos of the issue.

For complete information regarding returns and refunds, please refer to our Returns, Refunds & Product Care Policy

When you purchase a Këköc E-Gift Card, an email will be sent to you once your order has been confirmed. This email will contain the unique code for your E-Gift Card.

If you purchase multiple E-Gift Cards, you will receive a separate email and unique code for each card.

E-Gift Cards can be redeemed across multiple transactions. Each E-Gift Card is valid for 3 years from the date of purchase.

Këköc E-Gift Cards are non-refundable and cannot be exchanged for cash.

To use your E-Gift Card, simply enter the unique code in the promo code box in your cart. The available balance will then be deducted from your order total.

You can use an E-Gift Card together with another promotional discount. Simply enter the promotional code first, followed by your E-Gift Card code.

To qualify for free delivery, your order value must meet the relevant free-delivery threshold after the E-Gift Card amount has been deducted.

Këköc E-Gift Cards can only be redeemed against products purchased directly from our website. They cannot be used to purchase another E-Gift Card.

Please note: Këköc E-Gift Cards are digital gift cards only. No physical gift card will be sent.

Can I get a refund for an item that I've bought with an E-Gift card?

As a customer your right to return an item bought using an E-Gift card is exactly the same regardless of whether you've bought the items with an E-Gift card, a payment card, or a combination of the two.

If you've paid for the whole order with an E-Gift card, then a replacement E-Gift card for the amount will be issued to you via email.

If you paid with a combination of payment card and E-Gift card, we'll refund anything that you paid for on your debit/credit card first, and then the remaining amount will be issued as a new E-Gift card

E-Gift cards can only be redeemed in their entirety. If you don't redeem the full cash value of the E-Gift card, then the remaining amount will be forfeited. An E-Gift card cannot be exchanged for cash.

The Gift Card I ordered was not received, what should I do?

If either you or the recipient haven’t received the card, please check your “Spam” folder.

If it is still not there, please contact our Customer Service Team at kekocknitting@gmail.com

For instructions on how to use our accessories, please refer to our Accessories Guide.