Frequently Asked Questions About Returns and Complaints
Here you will find helpful information about the right of withdrawal, returning items, return shipping costs, exchanges and refunds, as well as what to do if an item is damaged, faulty, incorrectly delivered or missing from your order.
You can notify us of your withdrawal using our online withdrawal form. You do not need to provide a reason.
Please include your order number and the items concerned whenever possible. This helps us assign your request to the correct order more quickly.
Using the form is not mandatory, but it helps us process your withdrawal quickly and completely.
Consumers generally have 14 calendar days to withdraw from an online purchase without giving a reason.
To meet the deadline, it is sufficient to send us a clear statement of withdrawal within these 14 days. After declaring your withdrawal, the goods must generally be returned or handed over within a further 14 days.
You can find full details in our cancellation policy .
For orders containing goods, the withdrawal period generally begins on the day on which you, or a person appointed by you, receive the goods.
If several items from one order are delivered separately, the withdrawal period generally begins when the last item has been received.
The shipping provider itself is not considered a person appointed by you to receive the goods.
Please notify us of your return in advance using our withdrawal form or our contact form . This helps us identify and process your return more quickly.
Please send the goods back to the sender’s address shown on the parcel you originally received.
Customers in Germany should use the German sender’s address. Customers in Luxembourg should use the Luxembourg sender’s address.
Please make sure that your order number is included in the parcel or clearly written on an enclosed note.
We do not provide a return shipping label for a standard withdrawal.
Our tip: Keep your proof of posting until the return has been fully processed.
For a standard return under the right of withdrawal, you are responsible for the direct cost of returning the goods. We do not provide a return shipping label for this purpose.
If the return concerns a justified complaint, for example because an item is damaged, faulty or incorrectly delivered, we will cover the necessary return shipping costs or agree the next steps with you in advance.
Our tip: Please do not return faulty or incorrect goods at your own expense without contacting us first. Please use our contact form .
Yes, returns can be handed in directly at our store in Luxembourg:
Bastelkiste GmbH
17, rue du Fort Elisabeth
L-1463 Luxembourg
Please bring your order number, invoice or order confirmation whenever possible. This allows us to assign the return to the correct order quickly.
For a withdrawal, we recommend completing the withdrawal form before visiting the store or providing a clear statement of withdrawal together with the returned goods.
A direct exchange is not always possible and depends, among other things, on the availability of the requested item and the processing status of the return.
Please contact us in advance and provide your order number and details of the replacement item you would like. We will be happy to check whether a direct exchange is possible.
In many cases, it is easier to return the unwanted item and place a new order for the preferred item.
A replacement item can only be reserved for you after a binding new order or our express confirmation.
The right of withdrawal may be excluded in certain cases defined by law. This may apply, for example, to goods that have been made, cut, personalised or permanently altered according to the customer’s specifications.
Whether an exclusion applies always depends on the specific item and the legal requirements. Regular, unaltered stock items are not excluded simply because they belong to a particular product category.
You can find the details that apply to your purchase in our cancellation policy .
Please contact us before returning an item if you are unsure whether it can be returned.
You may generally inspect the goods in the same way as you would be able to in a physical store. Please handle the yarn only to the extent necessary to check its condition and properties.
Yarn that has already been knitted or crocheted, soiled, heavily used, rewound or otherwise significantly altered may no longer be suitable for resale as new. Any resulting loss in value may be taken into account when calculating the refund.
Please avoid completely rewinding a ball or beginning to use the yarn if you are not yet sure whether you wish to keep it.
Our tip: If you are unsure, please contact us before returning the item. We will be happy to discuss the next steps with you.
Following a valid withdrawal, we will refund the payments received from you in accordance with the applicable legal requirements and without undue delay.
We may withhold the refund until the goods have been returned to us or until you have provided suitable proof that the goods have been sent back, whichever occurs first.
We will generally use the same payment method that you used for the original order, unless another method has been expressly agreed.
In the case of a full withdrawal, the cost of the least expensive standard delivery method offered by us is generally also taken into account. Additional costs resulting from a more expensive delivery method expressly selected by you do not necessarily have to be reimbursed in full.
The time it takes for the credit to appear may also depend on your bank or payment provider.
Please notify us as soon as possible using our contact form .
Please provide the following information:
- Your order number
- A brief description of the problem
- Photographs of the affected item
- For shipping damage, photographs of the parcel, shipping label and packaging
- Details of which item is missing or was delivered incorrectly
In the event of shipping damage, please keep the outer packaging and all filling material. These may be required when the damage is being investigated.
Please do not return damaged or incorrect items without contacting us first. We will review your message and let you know how to proceed.
If an item develops a possible material or manufacturing fault after some time, please contact us using our contact form .
Please provide your order number, describe the fault as accurately as possible and include clear photographs.
We will review the matter and inform you of the next steps. Depending on the nature of the fault, possible remedies may include repair, replacement, a price reduction or a refund.
Your statutory rights regarding faulty goods exist independently of the right of withdrawal. Consumer goods are generally covered by a statutory legal guarantee period of at least two years.
Normal wear and tear, improper use, incorrect care or damage caused by the customer do not automatically constitute a product fault.
Do you still have questions about a return or complaint? We will be happy to help.
Contact us