Below are the answers to some frequently asked questions to save you having to ask. If you have a question that is not on this list then please feel free to contact us.
Q. How do I colour my design?
A. To colour your design choose a colour from the palette of available yarn colours in our Design Your Own editor. You then need to click on the illustration to colour each feature of your design. You can add as many colours to your design as you wish, at no extra cost.
Q. How long will it take to have my accessory hand made and sent to me?
A. Our grannies have had years of experience and as such are very speedy knitters! Expected despatch dates are dependent on the knitter you choose to make your order and are clearly shown on the ‘choose your granny’ page. Please see our delivery & returns page for further details.
Q. How much do your design your own products cost?
A. All of our products are priced according to customisation, the time it will take to knit them and the amount of yarn required. You can clearly see the cost of the product you have designed at the top of the editor, and you’ll notice that different customisations affect the price in different ways. If you require a full list of prices, for all products, then please email us and we’ll be happy to send one over.
Q. What type of wool will you use to knit my product?
A. With the exception of our summer scarf range (organic cotton and bamboo yarn) Grannies, Inc. only use 100% British Spun merino wool yarn. Our wool is comfortable to wear in both warm and cool climates. This is because wool is an absorbent fibre. When the air is cool and damp, wool absorbs moisture and keeps a layer of dry insulating air next to the skin. When it is warm, that same absorption capacity takes up perspiration and keeps insulating dry air next to the skin, making the body's natural cooling system work better.
Q. I'm allergic to pure wool. Can I have my accessory knit using an alternative type of yarn?
A. We understand that 100% merino wool is not for everyone so we will always try to satisfy our customers’ requests for alternatives. If you would like us to source a specific type of wool to replicate one of our products in then please do get in touch.
Q. How should I wash your knitwear?
A. Since we use high quality 100% merino wool yarn all of our products are hand wash only. You will need to hand wash them in warm water and lay them out flat to dry. Definitely do not machine wash or tumble dry them, as they are likely to felt.
Q. What if I'm not happy with the finished product? Can I return it?
A. Due to the nature of the bespoke service, custom designed orders cannot be cancelled or returned once they have been accepted with an Order Acceptance. That said, if you are really unhappy with your finished product then please contact us and we'll see what we can do.
Orders from our collection, which have not been customised, can be returned within 14 days, in their original condition, for a full refund. Please note that we do not refund the postage costs of any returned items.
Q. Can you resize my beanie if it doesn't fit?
A. Unfortunately we cannot resize any beanie once they have been hand-made. We have worked hard to make sure our patterns fit the head sizes described on our size info page so please make sure you measure your head accurately before ordering to ensure you receive the correct fit.
Q. How do I claim a gift certificate?
A. Our gift certificates are issued by Paypal and are redeemed at the payment stage rather than in the 'promo code' box on our website. You need to go through our checkout stage and click 'make payment' at the bottom. This will take you through to Paypal where you must either log in or click 'continue' next to the 'Don't have a Paypal account?' to make a payment. You will then be taken through to a payment review page where you can enter your gift certificate. The value of the gift certificate will be deducted from your total and you may pay the difference (if any) as you would any other online payment.
Q. How do I become one of your knitting grannies?
A. At the moment we are not recruiting new knitters however we will be expanding in the future so if you would like to be considered please send us an email to hello@granniesinc.co.uk with your contact details. We will put them on file and contact you when we are in need of more knitters.
