Customer Service

We pride ourselves on our excellent customer service and would like to hear from you whether you are pleased or displeased with your purchasing experience.

Ordering   If you have any queries re any item you are considering or have a special request for an item not featured on the website, please contact us directly by email office@suehillhandknits.co.uk or telephone +44 (0)1892 513293. Our office opening hours are Monday - Saturday 9am to 6pm, Sunday 11am to 4pm.

Bespoke Service As we design and make all our own knitting and sewing patterns, we can offer a bespoke service up to 10yrs. If you cannot find what you are looking for on our website or require a custom made fit for your child, please call or email us.

Free Gift Wrap We wrap every purchase where possible in our lilac signature gift box with tissue and ribbon at no extra cost. Gift messages can be included and purchases sent directly to the recipient.

Delivery   We try to keep stock of every item and if we have it, we will dispatch within 24 hours. However if we have to make it for you, it may take up to 28 days for delivery of knitwear and 14 days for clothing. You will receive an email giving you an estimated delivery date if we do not have your item(s) in stock. We always try to deliver in the fastest possible time so if you require an item by a specific date, please let us know and if it is not in stock, we will always try our best to meet your deadline.

Shipping Costs All purchases for delivery within the UK are FREE OF CHARGE and are sent via Royal Mail 1st Class Signed For Service which usually arrives next day. All international deliveries are sent via Royal Mail International Signed For, delivery times vary according to the destination country.

UK FREE OF CHARGE, Europe £9.95, USA & Canada £13.95 and Rest of the World £16.95.

Returns & Replacements   We offer free returns within the UK. Any item can be returned within 14 days of purchase using the Freepost label included with your order. We offer an exchange, credit note or full refund.Please return any unsuitable items with a covering note to 15 The Pantiles, Tunbridge Wells, Kent, TN2 5TD, UK

Payment is taken via Sagepay which is completely safe and secure